Insights in a Nutshell: Developing Highly Effective Customer Service Training Programs

Infopro Learning

Today on 90% of consumers consider customer service to be a factor they consider before deciding whether to do business with a company (1). This is one of the many reasons industry leaders are doing all that they can to strengthen the skills of their customer service teams.

10 Tested Tips to Help You Ace Customer Service Training

Infopro Learning

As we move forward in 2021, more companies plan to focus on improving customer experiences. This is not surprising if you consider the fact that 85% of buyers will pay more for a better customer experience (1). Employees often know what areas they need to improve upon.

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10 Customer Service Training Ideas

Ed App

Customer experience can greatly impact a company in so many ways, both positive and negative. To give you more context on how valuable customer experience is, a study conducted by Salesforce found that 84% of customers value a company’s customer service as much as its products.

How to do customer service training

Ed App

Knowing how to do customer service training is an important thing for any organization wishing to attract new customers and retain their old ones. Below are ways on how you can conduct an effective customer care training program. What do you wish your customer support team to learn? Begin by listing everything your team should know. Additionally, it’s vital to identify training gaps as you progress with the training.

The complete guide to effective customer service training

TalentLMS

All companies are different, but all companies that survive have one thing in common: they’re customer-driven. After all, what’s a company without its customers? The tricky part is that making customers happy isn’t as easy as it used to be. Today, people have access to customized products and services from around the world, and in mass. Gartner found that more than 80% of companies expect to compete almost solely on the basis of customer experience by 2020.

In the world of contact centers—customer services rules all

Axonify

Customer service is important to most businesses but when you work for a telecom company?—?it BT Consumer , a division of British Telecommunications Group, which is responsible for consumer fixed-voice and broadband services, was determined to move ahead of a highly competitive pack of telecom competitors by offering a customer service experience that was second to none. As a first step, BT decided to conduct a survey to find out what its customers wanted.

Ecommerce: One Size Does Not Fit All

The Performance Improvement Blog

Why do online shopping experiences have to be so difficult? It’s as if companies forget everything they know about customer service when they build a Web site. A New York Times article about online books quotes Peter Meyers, author of “Breaking the Page,” as saying: A lot of these [Web-based] solutions were born out of a programmer’s ability to do something rather than the reader’s enthusiasm for things they need.

How to Avoid and Mitigate Skills Gaps

KnowledgeAnywhere

matter what industry you’re in, you’re bound to face the challenge of a skills gap at some point. A skills gap is when a gap exists between the skills of a team member and the skills required for their position. So how do you, as an organization, mitigate this?

Identifying Knowledge and Skills Gaps in Your Organisation – What & Why

Capytech

Identifying Knowledge and Skills Gaps in Your Organisation – What & Why. Knowledge and skills gaps in your business affect performance. Therefore, identifying knowledge and skills gaps is essential, as is dealing with those gaps.In

Skill Gap Analysis for Employees – The What, How and Why

Continu

Or do you need to hire more or different team members? Or do you need to add additional team member training before this new project is initiated? These are just some of the many scenarios where a skill gap analysis for employees makes sense. So what exactly is skill gap analysis ? After analyzing the gap between the two, team leaders can work with employees to create a plan to fill the gap in skills. Benefits of initiating skill gap analysis.

7 Ways Online Training Can Fill In Performance Gaps

Infopro Learning

Do you want to improve workplace productivity? Do your employees have the skills they need to tackle tasks and increase profits? In this article, I’ll explore 7 ways that online training can help you fill performance gaps in your organization. How Online Training Can Fill In Performance Gaps. Performance gaps are the thorn in your company’s side. Thankfully, there are ways to get over the gaps so that your staff can achieve their true potential.

How Associations Bridge the Skills Gap With Digital Badges

Talented Learning

skills gap ” problem. What is the “Skills Gap” Problem? These persistently unfilled positions are attributed to an unfortunate and somewhat ironic phenomenon called the “skills gap.”. Skills gap theorists say that formal education isn’t preparing enough candidates for specialized high-skill, high-growth jobs such as data analysis, user experience design and software programming. “Skills Gap” Solutions.

Your Culture Needs More CX Training

Litmos

Business leaders are concerned about keeping up with future demands from customers, and rightfully so. In a recent survey conducted by The Conference Board, CEOs globally expressed concern over the idea that customer experience will be more important than products. From The C-Suite Challenge, 2019 : “Worldwide, CEOs agree they need to address the shifting customer landscape. Do you have a plan for training the right content in the right way to truly become experience-driven?

Everything You Need to Know About Why Customizable Courseware Rocks

eLearning Brothers

But on the off chance that you HAVEN’T heard all about our new and amazing Customizable Courseware and you want to know all about it, then the following articles are for you! The Announcement: Interactive Soft Skills Training with New Customizable Courseware. “… between Templates and Custom Development, there is a huge pay gap, time gap and resource gap that has never been filled… until now.”.

Do You Need to Update Your Training Program?

Avilar

Or to know when it’s time to update your computers. But how do you know when it’s time to update your training program? Blended Learning : In a world where so many of us turn to Google or YouTube to find immediate answers, employees expect “just in time” learning to do their jobs well. Do you have the right mix of blended learning, so your employees can get to tactical answers quickly and have the support they need to master more complicated concepts?

Training Needs Analysis: A Step-By-Step Guide To Identify Performance Gaps In Your Organization

TalentLMS

Do you know which online training resources your employees need to boost on-the-job performance? How To Identify Performance Gaps In Your Organization: A Step-By-Step Guide To Training Needs Analysis. Here is a step-by-step guide to pinpointing performance gaps in your organization through a training needs analysis. For example, you might want to improve your customer satisfaction scores or reduce your product return rates.

Close the eLearning Completion Gap

Mindflash

One problem that faces learning and development professionals is that people do not necessarily flock to your course catalog to complete the eLearning you worked so hard to develop. Sure they may complete the required courses after receiving a third and final message with the word MANDATORY in the subject line, but they do not seem to be taking the other valuable courses in your catalog. . How many features of Microsoft Word do you really use? So what do to?

How to Ensure You Don’t Do a Starbucks

Enyota Learning

~Your customer doesn’t care how much you know until they know how much you care – Damon Richards, Customer Care Expert. In a customer-centric world, it’s hardly surprising that everything starts and ends with the customer: from your product or service idea to the markets you serve, down to the marketing channels you use, and, especially, the customer service you offer. The Importance of Good Customer Service.

The Customer Support Skills You Need To Teach Your Team

TalentLMS

As many as 80% of businesses report that they provide excellent customer service, but only 8% of customers seem to agree. How is such a huge gap in perception possible? Well, many service teams simply don’t have the customer support skills to understand what customers actually want. An even more startling figure is that up to $62 billion of business is lost annually because of poor service. The Must-Teach Customer Support Skills.

How to Bridge the Corporate Knowledge Gap

Designing Digitally

I did not know I was supposed to do it this way!” This is indicative of a knowledge gap. Organizations need to identify these gaps and resolve it. If an employee is unaware of what to do in a particular situation, then it is sure to reflect in his work in terms of unsatisfactory customer service, missed sale opportunities, and so on. Here are some ways to bridge the knowledge gap. Learners know their gaps on the spot.

5 Questions for Making Better Customer Education Content

TechSmith Camtasia

Can you build a successful business without successful customers? But, most companies (both large and small) don’t invest enough time and energy in customer education — actually helping their customers learn to use your products. In short, customer success = business success.

Don’t Frustrate Users With Gaps in Your Product Experience

General Assembly

Product teams risk losing customers when they lack insight into breakdowns across the user experience. Ever called customer service by phone to learn they have no record of the two detailed chats you had with online agents about your issue? As consumers who increasingly rely on technology to help us wrangle a vast range of goods and services, we’ve all experienced pain points when really good software doesn’t equate a really good experience. Find your gaps.

4 Keys to Successful Branding

KnowledgeCity

Sixty-four percent of customers say they choose brands based on shared values. If you think of a few of the brands you know and love, this is probably true for you as well. Successful branding incorporates your company’s values into every aspect of your customer-facing copy, service and operations. So how do you create that strong, successful branding? Do Your Homework. Study the customers you want to attract. How does your company do it better?

Voice 60

Cornerstone-Saba Acquisition: What Does it Mean for LMS Customers?

Talented Learning

An acquisition may mean instant access to a massive new customer base or lucrative distribution channels. But here’s the rub: Although an acquisition may be good for companies and investors on both sides of the deal, it’s rarely a treat for customers of the acquired business.

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Microlearning Case Study: Healthcare (Call Centers and Claims Centers)

Count5

Health Insurance Leader Improves Customer Experience. With the company’s expansion, its customer service and claims agent population also grew to manage separate health plans in 28 states and two international markets. Status quo training tactics became inadequate as training needs of these customer-facing employees are complex and different for every health plan. q measures learning gaps, so instructors know exactly what information needs further explanation.

Hospitality LMS: What to Know

Continu

So it’s vital to properly train your team with a hospitality LMS so they can meet the ever-changing demands of today’s customers. Since these employees are always interacting with customers and are often the first point of contact a customer has with a company, a positive first impression is vital. Since many hospitality employees spend most of their time interacting with customers, a hospitality LMS offers individualized training. What key features do you need?

Customized Corporate Training: What It Is & Why You Need It

Unboxed

Customized Corporate Training: What It Is & Why You Need It. Customized corporate training is essential to any company that wants its employees to stand out from the competition. What Is Customized Training? But what is customized training? Customer service training.

Great Use Cases for VR

STRIVR

By Logan Mulvey (Chief Customer Officer) and Brian Murphy (VP, Customer Solutions). Over the past two years, we have been focused on building and implementing immersive training solutions for our customers and transforming the way people learn. STRIVR provides immersive training solutions for a wide array of customers across numerous industries. Here are a few recent business challenges for which we have used VR to implement a groundbreaking solution: Customer Service.

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Proving Better Training Outcomes

Count5

KEEPER: How do you prove outcomes were caused by your training? I don’t know that. Too often, training is a tactical reaction to customer requests, creating missed opportunities for L&D to play a more strategic role. In each bite-sized delivery, knowledge checks, polls and scenario-based quiz questions evaluate learner readiness and then prescribe feedback, reinforcement and repetition to close each user’s learning gaps. Articles Customer Service sales

GETOGETHER 2017: Celebrating Customer Success!

Growth Engineering

It was Growth Engineering’s annual customer conference, The GETOGETHER 2017. Our awesome customers flew in from around the world, and truly wowed us and each other at this year’s GETOGETHER. The event celebrates everything our customers have achieved over the past year. For our customers the GETOGETHER was also an opportunity to meet each other, share ideas and see how others use Growth Engineering’s products, such as the Academy LMS. So, how are they doing it?!

Associations: Solving the Skills Gap with Digital Credentials

WBT Systems

skills gap ” problem. What is the “Skills Gap” Problem? These persistently unfilled positions are attributed to an unfortunate and somewhat ironic phenomenon called the “skills gap.”. Skills gap theorists say that formal education isn’t preparing enough candidates for specialized high-skill, high-growth jobs such as data analysis, user experience design and software programming. Skills Gap” Solutions. Associations can lead the way and solve the skills gap.

Manage Customer Satisfaction with a Crisis Management Plan

Sales Hacker

What’s your customer service horror story? The customer service that was so bad, no discount or Black Friday deal could entice you back. You’ll learn: What qualifies as a customer satisfaction crisis. The do’s and don’ts of crisis management.

How Businesses Can Fix the Employee Knowledge Gap

Designing Digitally

Employee knowledge gaps are permeating the corporate world at a pace we don’t care for, and the chasm is only widening by the day. Such a massive volume of material means that employees don’t know what to find, where, or even what to focus on. Most of the time, employees fail to locate what they are looking for, and even when they do, they have to access multiple systems to get it.

Is your learning path a mission toward the best customer experience?

Litmos

Have you thought about ways your learning paths support your customers? Sometimes we don’t connect the dots between what our employees are learning and the experience we expect them to deliver to customers. This can’t be just about process or understanding new technologies, this has to connect to the overall customer experience. Some learning paths don’t seem to be bridging that gap for employees. Aligning your learning path with the customer experience.

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Top 4 Problems with Diversity Training and How to Fix Them

KnowledgeCity

But, do we really understand what it means in the workplace? Take a minute to think – how do you define a diverse workplace ? What about other issues, such as generation gaps, language and communication issues, and accommodation of beliefs? Perhaps the hardest part of diversity is not just knowing what diversity is or showing external acceptance, but also inwardly accepting and respecting others who are different in some way.

4 Tips to Keep Your Custom Training Programs Fresh

Unboxed

So, you have a shiny new training program custom-built for you. Even so, if there’s one thing you can count on with custom training programs and off-the-shelf alike, it’s change. First things first – it’s totally normal to need to update your customs training programs to keep them fresh. That’s in addition to changes because of: New products and services. So what happens when you need to update your custom training programs? Where do you need outside help?

Managers: How To Know When You Need to Add Training

Mindflash

A high-stress work environment where (because everyone is always new) no one knows what they’re doing and customers receive poor service. With profits down and skyrocketing operating costs for recruiting, hiring, and training (not to mention marketing to constantly attract new customers) it’s no wonder why she was looking at her training strategy to save money! Recognize what training CAN’T do. Prioritize the To-Do list.

Do You Use Training as a Security Blanket A Systems Approach to Improving Performance

Training Industry

I’d like to conduct a team-building activity and a course on customer service to help improve performance.” Leverage training as a solution when knowledge or skill gaps exist. Going back to the leader’s request for team-building and customer service training, note that she’s concerned with productivity and used the word “slipping.” It also tells me that the team knows how to do the work. I know this stuff already!” Do they ever do it right?

Product Knowledge Training: Creating and Implementing a PKT Plan

Infopro Learning

Today businesses that provide quality customer experiences can set themselves apart from competitors and gain a more extensive base of loyal customers. Quality service is one of the critical factors today’s consumers consider before making a purchase.

6 Indisputable Benefits of Soft Skills Training

KnowledgeCity

Soft skills are non-technical skills that impact the way you absorb information, do your day-to-day work, interact with others, solve problems, etc. A workforce with critical thinkers can improve customer service, enhance productivity, contribute to a stronger team, etc.