The Performance Improvement Blog

AUGUST 15, 2013

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. Always be respectful of customers.

Customer Service 157

Customer Service Services Custom Culture 157

Hurix Digital

MARCH 3, 2023

In today’s competitive business world, customer service is no longer just an option but a necessity. A company’s customer service team can make or break its reputation, and customers expect prompt and effective assistance. Benefits of Customer Service Training Online 1.

Customer Service 52

Customer Service Services Teams Custom 52

Axonify

MARCH 5, 2018

Customer service is important to most businesses but when you work for a telecom company?—?it As a first step, BT decided to conduct a survey to find out what its customers wanted. The results uncovered two important facts: Customers wanted to speak to contact centers located in the UK (rather than overseas).

Customer Service 160

Customer Service Services Custom microlearning 160

Ed App

MARCH 21, 2021

Why improve customer service training? Great customer service is not a skill that all people are born with. But like any other skill, practice in the presence of a competent educator will help take average customer service employees to a whole new level. Customer service training idea #2 – Icebreakers.

Customer Service 52

Customer Service Services Ideas Custom 52

Ed App

JULY 29, 2022

Working in customer service is no walk in the park. It requires constant training, which can be difficult to sustain without proper customer service coaching tools. These can all help your team master the knowledge and skills needed to handle customers effectively. Customer Service Coaching Tool #1 – EdApp.

Customer Service 40

Customer Service Coaching Services Authoring Tools 40

Inkling

FEBRUARY 9, 2016

A bad customer service experience costs your business revenue through abandoned transactions, lost customer relationships, and wasted time and resources. The 2011 Global Customer Service Barometer says that American businesses lose more than $84 billion yearly from mismanaged customer interactions.

Customer Service 124

Customer Service Cost Services Custom 124

TLNT: Training and L&D

OCTOBER 28, 2020

Acting on employee feedback can lead to increases in morale, retention, productivity and customer service. And of course, one of the most functional ways to receive this feedback is through employee surveys.

Survey 108

Survey Customer Service Services Roles 108

Academy of Mine

NOVEMBER 25, 2020

The results are in, and the consensus is that customer service is the last remaining bastion of substantial differences for companies in competing industries. And especially in light of the Covid-19 pandemic, it’s unsurprising that businesses are doubling down on keeping the customers they have happy.

Customer Service 52

Customer Service Services Blended Learning Custom 52

Academy of Mine

NOVEMBER 25, 2020

The results are in, and the consensus is that customer service is the last remaining bastion of substantial differences for companies in competing industries. And especially in light of the Covid-19 pandemic, it’s unsurprising that businesses are doubling down on keeping the customers they have happy.

Customer Service 52

Customer Service Services Blended Learning Custom 52

Matrix

JULY 13, 2022

Good customer service is key to a successful business. Happy customers equal profit whether you work in retail, tourism, or web development. However, offering an excellent product or service is not enough to ensure customer satisfaction. The undeniable importance of stellar customer service.

Customer Service 74

Customer Service Compliance Training Ideas Services 74

Docebo

MAY 13, 2016

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. Use branching scenarios to improve customer interactions.

Customer Service 100

Customer Service Services Custom Simulations 100

Ontuitive

JANUARY 19, 2023

Customer service is the direct link between your business and your customers. Outstanding customer service is important because it greatly impacts a company’s reputation and customer loyalty. The past couple of years have not been easy for customer service teams.

Adoption 170

Adoption Adopt Performance Support Support 170

LearnDash

NOVEMBER 21, 2023

Here are 10 things to consider: Prioritizing new members over existing ones Neglecting user experience Not delivering fresh content Sacrificing quality for quantity Not building trust Making big changes too frequently Spamming members Giving sub-par customer service Not surveying your members Reinventing the wheel Let’s take a closer look.

Site 223

Site Customer Service Trust Community 223

Academy of Mine

NOVEMBER 25, 2020

Why You Ought To Lean On eLearning for Your Customer Service Training Obviously having a top-tier customer experience team should be high on the list of any business hoping to thrive in the coming year, but why make eLearning a part of that equation? Investing early in a high-quality LMS saves you money in the long run.

Customer Service 40

Customer Service Services Blended Learning Custom 40

Litmos

MARCH 9, 2020

Tired of listening to your customer service team gripe about “more training?”. It's a common problem for customer service leaders, but one that is very fixable, if you change the perception of why service agents need to engage in continuous learning. Remember, Customer Service is a Really Hard Job.

Customer Service 52

Customer Service Services Custom Teams 52

Litmos

SEPTEMBER 4, 2018

Is mobile learning a viable addition for your customer service online training course? 8 Mobile Learning Benefits For Customer Service Online Training You Might Ignore. However, there is a variety of service roles that require remote access to online training materials. Builds Service Skills On The Spot.

Compliance Training 64

Compliance Training Customer Service Mobile Learning Services 64

PDG

APRIL 24, 2018

If agent engagement is central to an improved customer experience, how can contact centers better engage agents? Some business people think professionalism requires distance and detachment, but great customer service is about building relationships. 1 Forrester Customer Service Index.

Customer Service 40

Customer Service Services Personal Personalization 40

Infopro Learning

APRIL 24, 2021

Leadership had changed along with the company’s vision for the customer service centers. The process began by organizing a series of surveys and questionnaires designed to help gain valuable insights into the onboarding program’s current state. Solution Overview. The program reduced the time needed for onboarding by 70%.

Business 294

Business Case Study Blended Learning Simulations 294

ProProfs

JULY 19, 2019

Surveys provide actionable information for all kinds of online training environments. With this in mind, we discuss in this blog 10 effective training evaluation survey questions that you should include in your training survey. Importance of Framing the Right Training Survey Questions. Read on to find out. Respect that.

Survey 61

Survey Online Authoring Tools Training 61

TechSmith Camtasia

JULY 23, 2012

In my previous position, I managed the TechSmith Customer Service Department for many years. Now I am part of the Marketing Department and will be working with the social media team to engage with YOU…our customers and friends (I hope)! The post Survey: TechSmith Community and YOU! appeared first on TechSmith Blogs.

TechSmith 89

TechSmith Survey Community Social Media 89

Infopro Learning

JANUARY 19, 2023

Managers must provide assessments in the form of a survey, interview, or research to understand the training needs of their employees. For instance, if your sales personnel fail to retain customers, they may require customer service training to improve sales and customer satisfaction.

Custom eLearning Development 221

Custom eLearning Development Diversity Training Metrics Program 221

CLO Magazine

OCTOBER 11, 2013

When FMC Technologies experienced rapid growth in a business sector, its customer service performance suffered. As a result, they started from scratch to devise a new customer service management training program for the entire western region that would be measured by a simple metric: a Net Promoter Score.

Customer Service 61

Customer Service Services Culture Custom 61

Infopro Learning

FEBRUARY 19, 2020

Digital transformation has impacted every industry and the way they interact with their customers, but it has also significantly influenced everyday workplace. In a recent survey, it was found that 40% of organizations have created new positions such as data analysts to their workforce. The primary use of AI is to streamline processes.

IBM 309

IBM Analytics Survey Roles 309

TOPYX LMS

JANUARY 27, 2021

A survey shows that 48 percent of companies that use a learning management system (LMS) want to find a new or different learning technology.

LMS 130

LMS vendor Platform Learning Management System 130

Litmos

DECEMBER 12, 2023

It’s not a fun time to be customer service. According to the 10th edition of the Customer Care Measurement and Consultancy’s National Customer Rage Survey, which has tracked satisfaction and incivility in customer service since 1976, 43% of customers shouted at customer care representatives in 2020, an increase from 35% in 2015.

Customer Service 45

Customer Service Training Train Survey 45

CLO Magazine

AUGUST 10, 2016

Working on the front line in customer service, whether in person or over the phone, can be tough. “No Customer service roles are a challenge to fill for those reasons. It can’t be a once a year exercise where most people do surveys.”. Employee engagement is an ongoing investment, she said. “It

Customer Service 32

Customer Service Services Custom Score 32

The Performance Improvement Blog

DECEMBER 10, 2013

They are advising customers to answer survey questions in a way that makes the manager look good, i.e., a rating of 5 on a 5-point scale. Rather than trying to improve the customer experience, they are trying to improve their scores. Sometimes they understand what customers mean by a particular rating and sometimes they don’t.

Custom 185

Custom Games System Customer Service 185

Infopro Learning

MARCH 30, 2023

According to Salesforce Research , providing exceptional customer experiences is crucial for businesses, as it can boost the likelihood of repeat purchases by 89% among customers. This can be done through surveys, assessments, and interviews.

Industry 221

Industry Compliance Training eLearning Consultant eLearning Strategy 221

Everwise

MAY 3, 2017

consumers would pay more for a product or service to ensure a higher customer experience, according to a study by the White House Office of Consumer Affairs. According to this survey from Glassdoor , 53% of employees would stay longer with their current employer if they felt more appreciation from those above them.

Customer Service 55

Customer Service Services Custom Mentoring 55

CLO Magazine

FEBRUARY 28, 2014

About 58 percent of workers age 60 or older say they are currently putting off retirement, according to a new survey, down from 61 percent in 2013 and a peak of 66 percent in 2010. The nationwide survey conducted by Harris Poll on behalf of CareerBuilder from Nov. Chicago — Feb. Chicago — Feb.

Survey 66

Survey Poll Examples Sample 66

ProProfs

NOVEMBER 23, 2014

Using branching logic, you can hide unnecessary questions to keep surveys short and relevant for your respondents. This improves their experience and increases completion rates of your survey. Read the full post to learn more about the feature or create a survey now. Nobody likes to answer a long-winded survey.

Survey 58

Survey Customer Service Alternatives Custom 58

Infopro Learning

NOVEMBER 21, 2023

According to the McKinsey Global Survey , 40% of respondents said their firms will boost their overall investment in AI due to future AI advancements. In the ever-evolving landscape of corporate training, one question looms large; will Artificial Intelligence (AI) disrupt Learning & Development (L&D) teams? 

Teams 221

Teams Privacy Compliance Training Harbinger 221

Infopro Learning

JULY 6, 2017

27% of CLOs are deeply concerned that their learning strategies are not aligned with business objectives, according to a Chief Learning Officer survey. Transitioning from Trainers to Performance Consultants. As CLOs know, L&D playing the role of performance transformation is not as easy as it sounds.

CLO 420

CLO Performance Kirkpatrick Guide 420

KnowledgeAnywhere

OCTOBER 18, 2023

Pain Point #5: Customer Service Excellence in the Digital Age According to a PwC survey, 32% of customers might leave their bank after just one bad experience, emphasizing the importance of impeccable customer service. So often, it's difficult to put numbers to qualifiable metrics.

Compliance Training 84

Compliance Training Industry Customer Service Metrics 84

Litmos

APRIL 19, 2023

Customer service has undergone a transformation lately. According to a recent survey of support agents, customer expectations rose dramatically during the pandemic. Buyers expect prompt service, quick access to answers and troubleshooting, and to be able to reach representatives through a variety of channels.

Custom 52

Custom Community Customer Service Training 52

Infopro Learning

MARCH 28, 2019

More than 55% of companies surveyed fail to consistently measure learning progress. Unfortunately, social learning is underutilized despite its apparent effectiveness, with only four percent of companies surveyed saying regularly include that approach in their learning programs.

Program 284

Program Survey Social Learning Report 284

Epilogue Systems

FEBRUARY 19, 2024

” Examples of resources and techniques for Level 1 Reaction Evaluation: Post-training surveys: Administering surveys immediately after the training session can capture participants’ initial impressions. These surveys often include questions about the training’s content, presentation, and perceived value.

Kirkpatrick 40

Kirkpatrick Evalution Metrics Training 40