Customer Service Run Amok

The Performance Improvement Blog

I’m afraid we are witnessing a trend in customer service that signals the end of a short-lived focus on the customer. Call me old-fashioned, but I think this is a huge mistake on the part of companies that want to retain customers in a highly competitive environment. Not everyone wants to talk to an automated phone service or talk to a customer service rep who acts like a robot. It is my goal to make sure you are a satisfied customer today.". "I

9 of Your Customer Service Training Questions, Answered


Planning a customer service training brings up a lot of questions. But if you don’t get your customer service training right, you’re going to lose sales to the companies who do. Customer service is the key competitive differentiator in the digital age. We’ve created this guide to customer service training to help you nail your customer service education. What Is Customer Service Training?


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

7 Sales Enablement Training Activities For Performance Management Support

Dan Keckan

How can sales enablement training provide your team with Performance Management support to address personal areas for improvement? Sales Training Customer Service Training eLearning eBooks Performance Management Sales Enablement Sales Team

Sales 74

6 Tips To Improve Customer Service With Online Training


How To Improve Customer Service With Online Training. The quality of your customer service has the potential to make or break your business. A negative experience can lead to bad word of mouth, unfavorable online reviews, and high customer complaint rates. A positive experience, on the other hand, has the power to boost your sales, increase customer loyalty, and ensure the future success of your organization.

How to Build Better Customer Service in Retail


When DougMcMillon became CEO of Wal-Mart in 2014, he faced a serious problem: the retail chain -which has more than 11,000 stores in 27 countries- was seeing a continual drop in sales in stores. “We are moving beyond just selling products to being the brand customers rely on to make their lives simpler and more meaningful as they save money”, explains McMillon. “We’ve The mantra “Customer is King” is a glaring truth.

The complete guide to effective customer service training


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.

8 JIT Training Sales Enablement Tools That Enhance CX

Dan Keckan

Employees must tackle challenges head-on to provide the best service and meet consumers’ expectations. This article highlights the top 8 JIT training sales enablement tools that enhance CX.

Sales 79

Customer service success for Learning Pool with double Gold Stevie Awards win

Learning Pool

Derry-based Learning Pool is delighted to have scooped a double Gold Award at the international Stevie Awards for Sales and Customer Service. With a 98% customer recommendation rate, Learning Pool’s customer service efforts have been recognized with a Gold award win in the Customer Service Department of the Year – All Other Industries and Customer Service Success – Business Service Industries categories.

Aligning Performance with Results

Your Training Edge

Aligning performance with results can be achieved with a few overarching steps. By doing this, each person will be clear what his or her role is – and you can truly measure and adjust the organization’s performance at regular intervals. The first, and most obvious step you must take when aligning performance with results is to determine concrete results measurement. What are the current performance measurements for individuals in the organization?

5 Ways to Support Your Retail Reps Through The Holidays


US eCommerce sales are projected to grow 18% to $710 billion this year, even as delivery time slows due to demand and other issues. Call center customer service reps have one of the highest turnover jobs in the world. How can you support your retail reps this holiday season?

Performance Support Goes to the Oscars

Allison Rossett

Thus, mobile performance support is particularly valuable for a fast-paced industry like retail, where products and fashion change with the seasons, and where store employee turnover can be as high as 67%, according to a 2012 Hay Group report. How can a retailer use mobile performance support to deliver business impact? First, on the day after the Oscars, many customers arrive at the store with a particular notion. There were customer benefits as well.

The Ultimate Brain Food: Performance Support | Social Learning Blog

Dashe & Thomson

Social Learning Blog Training and Performance Improvement in the Real World Home About Bios Subscribe to RSS The Ultimate Brain Food: Performance Support by Jolene on January 21, 2011 in Informal Learning , eLearning , mobile learning , performance support In his blog post Social Learning and the Exobrain , Simon Bostok (prolific and thought-provoking blogger at Hypergogue ), declares: The smart people in learning have been talking about shifting pretty much everything to Performance Support.

Brain 100

Performance Support Tools – The Just-in-Time Learning Aid

Hurix Digital

Same goes for people who work at a customer-facing job. The sooner they give a solution to the customer’s problem, the happier the customer is. . As part of his orientation program, Kevin learned about various banking processes and how to handle customer requests.

Life in the Fast Lane: Training for the Automotive Industry


And, that’s just in regard to non-customer-facing teams. In the front of the house, car salespeople, financial advisors, and other customer-facing roles are challenged to stay up-to-speed on increasingly complex vehicle systems, detailed financial contracts, and an intensely competitive market. Car sales demand that all parties at the dealership perform at their best because every deal is a major life purchase, fused with emotion. In the sales office?

7 Ways A Supportive Online Training Culture Improves ROI


A supportive online training culture encourages continual development and professional growth. In this article, I’ll discuss 7 benefits that a supportive online training culture can bring to your company’s bottom line. How A Supportive Online Training Culture Improves ROI. However, there are many ways that a supportive online training culture can improve your corporate eLearning ROI. Human beings are social beings who like to feel supported and nurtured.

ROI 159

8 best sales training tips to seal the deal


The Sales Management Association recently conducted an extensive study on the state of training and development within sales organizations. Only 43% of respondents rate their sales training as effective overall, with the remaining 57% rating it either as ineffective or somewhat effective. Everything around sales is dynamic. New, often tech-enabled, products and services enter the market. 8 ways to improve sales training for your team. Know your customers.

Sales 40

For the Love of Learning: Love Your LMS


Let's not forget that valentines come in all shapes and sizes, and sometimes true love may manifest not just for a sweetheart, but for a sweet solution that makes your day everyday , always supports your needs, and looks darn good doing it. It enables companies to add value to what they already sell by deepening customer knowledge and interest in their products. Superstar Sales Reps: Most companies now realize the value of sales training and how it translates directly into revenue.

SAP 40

Measuring & Improving Employee Performance


The lifeblood of your company is employee performance, and if you have employees you know exactly how fluctuating the performance can be from person to person. A key to a successful working environment, happier colleagues and ultimately more productive employees, is managing and helping to further employee performance. Soft KPI Examples for Employee Performance: Attitude. Hard KPI Examples for Employee Performance: Reaching sales-targets.

Starting a Customer Education Program: What You Should Know

Talented Learning

Today we feature a post by Adam Avramescu , Head of Customer Education & Training at Checkr and Co-Founder of the CELab blog/podcast. He also authored the new book, Customer Education: Why Smart Companies Profit by Making Customers Smarter. Are you thinking about starting a customer education program? Perhaps you want to support broader customer success or marketing strategies. These are all valid reasons to offer standardized customer education.

50 Ways to Lever Learning

The Performance Improvement Blog

In a learning culture, we start with the performance goal and then select the mix of methods that will help employees acquire and retain the knowledge, skills, attitudes, and beliefs they need in order to achieve those goals. Learning alliance – a relationship between managers and their direct reports that focuses on employee learning and how managers can support that learning. Testing performance – using results of behavioral demonstrations of learning to facilitate more learning.

Driving Performance Through Learning with Andy Lancaster


Towards the end of 2019, David James spoke with Andy Lancaster , Head of Learning at the CIPD and author of the Kogan Page published book ‘ Driving Performance Through Learning ’, on The Learning & Development Podcast. For Andy, performance is not a contentious word.

Driving Performance Through Learning with Andy Lancaster


Towards the end of 2019, David James spoke with Andy Lancaster , Head of Learning at the CIPD and author of the Kogan Page published book ‘ Driving Performance Through Learning ’, on The Learning & Development Podcast. For Andy, performance is not a contentious word.

The Un-carrier™ Improves Performance on the Front Line (Part One)

dVinci Interactive

Just as T-Mobile seeks to re-invent wireless service plans, David strives to re-invent training and performance support for their 22,000 customer service representatives. As program manager, David sees a direct connection between the mission of the Customer Service Learning and Development organization and T-Mobile’s business strategy. This transformation has clearly impacted how customer service representatives are being trained and supported.

Business Impact of Learning: What is Customer Experience Worth to You?

Talented Learning

In both cases, employee learning directly influenced our customer experience. Wineries depend heavily on customer discretionary income. Successful high-end wineries know which aspects of their business directly influence customer decisions. The best wineries understand that an effective customer experience involves a blend of education , enjoyment and product excellence. Winery Visit 1: Our Customer Experience.

4 Simple Steps That Boost Workforce Performance


High performing organizations understand that success depends on the knowledge and skills of their employees. They also realize that formal education doesn’t entirely prepare employees with the appropriate skills needed to perform optimally within their specific industry or organization. Performance management, project management, team leadership and application of business acumen are examples of these skills.

The Impact of Employee Coaching on Performance


The Impact of Employee Coaching on Performance. Do you not have any kind of formal program for coaching employees to improve performance? Most business owners and managers understand that good coaching allows their employees to perform better and feel more satisfied while on the job. Makes it easier to identify high-performing employees who are the best fit for promotions. Coaching software also streamlines group coaching employees to improve the performance of teams.

Walsingham Support implements Learning Pool’s LMS for seamless compliance training

Learning Pool

Derry-based Learning Pool has today announced the partnership with Walsingham Support, which sees the charity implement Learning Pool’s LMS to give a clearer overview of compliance training. And achieved a double Gold win in the Sales and Customer Service program at the Stevie Awards 2021. .

Performer-focused Integration

Clark Quinn

The convener had heard me speak on the performance ecosystem (via Enterprise 2.0, We covered new devices, tools, and movements in corporate approaches to supporting performance, as well as shifts in skill sets. We also agreed that breaking down those silos and integrating performance support, documentation, learning, eCommunity, and more was increasingly necessary.

Proving Better Training Outcomes


REBECCA: To drive better performance outcomes from employee training! Too often, training is a tactical reaction to customer requests, creating missed opportunities for L&D to play a more strategic role. Claiming performance improvement is one thing. How much would it impact overall learner confidence and performance if employees remembered 90% of their training instead of 50%? More importantly, these surveys did nothing to support the learners post-training.

Modern Sales Training: Turning Learning into Currency


Sales leadership is certainly cognizant of these benefits, as they continue to invest heartily in training. In 2017, the global market for sales training was estimated to be approximately $2.54B (USD). Interestingly, other research shows that sales training often represents the largest portion of total corporate training expenditures. Why Place Such Value in Sales Training? This applies whether someone is brand new to the sales game or has been at it for twenty years.

Sales 47

5 Ways to Boost Sales Training Effectiveness

Training Industry

Sales training is a multibillion-dollar business. Yet, according to Dave Stein’s e-book, “The 120-day Curse,” between 85 and 90 percent of sales training has no lasting impact after 120 days. Engaging participants in carefully designed, relevant and thought-provoking pre-work ensures they start to reflect on their own performance, thereby highlighting gaps and potential opportunities for improvement. Train them on customer service skills or strategic account management.

Sales 76

40+ of the World’s Best Sales Training Programs to Get Your Team Into Shape

Sales Hacker

If talent acquisition, development, and retention are top-of-mind for you as a sales leader, here are 40+ of the best sales training programs to check out! High performers deliver as much as eight times the output of their peers, according to McKinsey. After all, it’s a no-brainer that making do with average performers pins your brand smack at the center of irrelevance. The same calculus especially applies the sales team. DoubleDigit Sales. Sales Hacker.

Demystifying Sales Enablement: What Is It, Why It Matters, And How To Do It Right

Sales Hacker

To see what selling on steroids looks like, check out companies with the best sales enablement strategies. You’ll discover a lively place, with a lot of things — like revenue, productivity, and win rate s — going up, and a lot of things — like speed to revenue, sale cycle period, customer churn, and staff attrition rate — going down. It’s an up-and-down ride that moves the needle where it matters, driving sales teams to peak performance and customers to brand loyalty. .

Sales 80

Career Advice from the Pros: Starting a Sales Career in 2020? Do This

Sales Hacker

Sales development representative roles have grown 5.7X since 2012, according to LinkedIn’s State of Sales report. That’s a lot of new people entering sales! If you’re one of them, that’s both good news and bad: It means sales is growing, but you’re going to have a lot of competition getting started. How do you jump-start your sales career and fast-track success? Our question: “What is your best advice for anyone starting their sales career in 2020?”

Sales 64

Link Sales Training to Your Organization’s Strategic Goals


This article is a recap of a presentation by Frank Cespedes , Strategy Expert and Senior Lecturer at Harvard Business School, at Allego’s 2019 customer conference. The session was entitled, “ Accelerating Learning and Profitable Growth: Aligning Strategy and Sales.”. firms spend over $900 billion annually on their sales forces – three times more than they spend on all media advertising. And this figure drops even further among salespeople and customer service personnel.

5 Mobile Learning Trends: How M-LearningIs Changing the Workplace

Origin Learning

Be it preparing for an interview or gathering the relevant statistics on the way to a meeting, mobiles have become tools of providing ubiquitous support, especially for accessing bite-sized information. Performance support. Mobile devices are justifying the term ‘performance support’like never before. Service support. Mobile Learning Technology has opened up a whole gamut of options to extend the learning blend.

Change 208

Addressing On-Demand Learning and Performance Needs #LCBQ | Social.

Dashe & Thomson

Social Learning Blog Training and Performance Improvement in the Real World Home About Bios Subscribe to RSS Addressing On-Demand Learning and Performance Needs #LCBQ by Andrea on May 9, 2011 in performance support Each month, Tony Karrer at The Learning Circuits Blog posts a “Big Question&# for the learning and development community (Twitter hashtag #LCBQ). In my opinion, it’s not that providing on-demand learning and performance solutions is a new idea.