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). Poor customer service can be detrimental to your business.

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How to Get Your Customer Service Team to Embrace Training

Litmos

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.

9 of Your Customer Service Training Questions, Answered

Continu

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?

Top 10 customer service training ideas

Ed App

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.

Making Customer Service Personal

PDG

If you want personalized customer experiences from your Contact Center, personalize your agent experiences. Contact center customers desire a personal connection, along with an effective and efficient experience. A highly-engaged agent creates a more effective connection with the customer and an improved customer experience. The study conclusively established a direct causal link between employee engagement and customer satisfaction.

The Cost of Misinformation in Customer Service

Inkling

Whether your business deals with sales, in-home services, on-site technical support, or customer support by phone, your front-facing employees need access to the right tools in order to meet and exceed your customers’ expectations. 53% of customers who ask a question on Twitter expect a response within one hour, regardless of when they tweeted. Weak customer relationships. They include: More spending per customer. Better customer retention.

Ultimate Guide to Customer Service eLearning

Academy of Mine

The results are in, and the consensus is that customer service is the last remaining bastion of substantial differences for companies in competing industries. Why You Ought To Lean On eLearning for Your Customer Service Training.

Ultimate Guide to Customer Service eLearning

Academy of Mine

The results are in, and the consensus is that customer service is the last remaining bastion of substantial differences for companies in competing industries. Why You Ought To Lean On eLearning for Your Customer Service Training.

8 Key Customer Service Skills Every Employee Needs

Pract.us

Good customer service skills make a difference to your bottom line. If your business has customers, you and your team needs customer service skills. Accordingly, I’ve included some ideas for practicing these at work so your entire team can get better at attracting and delighting your customers. In the midst of a busy day with others waiting, it can take a lot of will power to listen patiently to one customer’s problem.

Customer Service Training Software: Why Every Company Needs It

ProProfs

“The best advertising is done by satisfied customers.” – Philip Kotler, marketing consultant. Seventy percent of customers’ buying experiences is influenced by how they feel they are being treated. Delightful customer service is the name of the game.

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.

8 Overlooked Mobile Learning Benefits For Customer Service Online Training

Litmos

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. We often think of customer service employees sitting at a support center fielding calls or tackling returns, exchanges, and general complaints from behind the counter. However, there is a variety of service roles that require remote access to online training materials.

What to Ask — and Not to Ask — in Employee Surveys

TLNT: Training and L&D

With in-person interactions being few and far between for many teams, employee engagement is especially crucial to your business’ success. Acting on employee feedback can lead to increases in morale, retention, productivity and customer service.

My Customer Service Reps Are Better Than Yours

CLO Magazine

Working on the front line in customer service, whether in person or over the phone, can be tough. “No No customer picks up a phone and calls a call center, sends an email or asks to chat with an agent because they’re super happy with their service,” said Marilyn Tyfting , senior vice president and chief corporate officer for TELUS International. Customer service roles are a challenge to fill for those reasons. Engagement is a team sport.

Why customer service soft skills training doesn't have to be so hard

Yarno

We’ve all heard the term “soft skills” before; it’s what stops us giving it right back when a customer yells at you because their food is five minutes late, or you took more than five minutes to resolve their complaint, or you won’t let them return a jacket without tags, which has a big stain on it that was there “before they bought it.” Empathetic to the customer’s complaint, or not. And it’s hard to flick through a script while you’re actually talking to a customer.

To Improve Your Customer Service, Start With Your Employees

Everwise

The experience a customer has with your company, positive or negative, has immense power over your business. In fact, seven out of 10 consumers will spend around 13% more money with a company that provides a top-notch customer experience. But how can you most effectively improve customer satisfaction? The power of happy employees engaging positively with your customers is hard to ignore. How Employee Experience Impacts Customer Experience.

Cultivate a Culture of Customer Service

CLO Magazine

When FMC Technologies experienced rapid growth in a business sector, its customer service performance suffered. When the leadership team at global energy technology company FMC Technologies’ Subsea Technologies Western Region set a target in the fourth quarter of 2010 to double revenue and increase profitability in five to seven years, they focused on three areas: increasing market share, developing new platforms for growth and improving execution.

Survey: TechSmith Community and YOU!

TechSmith Camtasia

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)! Could you do us a favor and take this quick survey to help us understand the Community you find most valuable, along with the content you would like to see us deliver? The post Survey: TechSmith Community and YOU!

Don’t Downplay Survey Data

Performitiv

Often times when we speak to L&D professionals they refer to survey data (evaluation responses predominantly) as self-reported and not valid nor reliable for them to use to tell their story of value or show evidence of impact. Hmmm, let’s think about customer service for an example. Don’t they do surveys to gather feedback from customers? We just filled out a survey as a result of a service we used. Thank you, The Performitiv Team

Top 5 Call Center SAAS Products

Ed App

Whether you’re part of a small business or a big enterprise, you deal with numerous customer calls, emails, and website queries every day. Effectively managing these communication channels becomes difficult without proper customer support systems in place.

5 Ways to Create an Exceptional Customer Service Experience

Degreed

What does a great customer experience look like to you? Now think about the customer experience with enterprise software – can you think of a time when you would say your experience was great? As Chris, our CEO, noted in his year-end summary , Degreed has made a considerable investment in our Client Experience team, all with the goal of creating a truly exceptional experience for our clients. Hire the right team. For reference, we added 30 people to the team last year.

The Great Survey Completion Rate Dilemma Solved (Maybe) | Social.

Dashe & Thomson

Social Learning Blog Training and Performance Improvement in the Real World Home About Bios Subscribe to RSS The Great Survey Completion Rate Dilemma Solved (Maybe) by Jim on December 22, 2010 in feedback , marketing The holidays are upon us, which means gifts, family, services… and the end of the fiscal year. For many, that sparks a flood of surveys from companies looking for a little feedback on “how they did” (there may even be a few from Dashe & Thomson to watch for).

Survey 100

The Great Survey Completion Rate Dilemma Solved (Maybe)

Dashe & Thomson

Social Learning Blog Training and Performance Improvement in the Real World Home About Bios Subscribe to RSS The Great Survey Completion Rate Dilemma Solved (Maybe) by Jim on December 22, 2010 in feedback , marketing The holidays are upon us, which means gifts, family, services… and the end of the fiscal year. For many, that sparks a flood of surveys from companies looking for a little feedback on “how they did” (there may even be a few from Dashe & Thomson to watch for).

Survey 100

10 Training Tracking Tool Options To Boost Team Learning

Continu

Noted customers. Personalized interactions that foster team learning. Noted customers. Plus, administrators can create custom domains, logos, and themes with this training tracking tool. Collect and analyze surveys. Integrates with services through Zapier.

Employee Satisfaction and Engagement Once Again Linked to Financial Success

The Performance Improvement Blog

His research team surveyed a representative group of employees in each organization and received responses from 5,568 employees, averaging about 60 respondents from each company. Several different survey instruments were used to measure culture, climate, HR managerial practices, and market characteristics affecting each company. Market characteristics included customer satisfaction, retention, and loyalty.

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

Simulation – replicating real-life problem solving within a safe environment; for example, learning business acumen by working with a team to solve a typical business problem and receiving immediate feedback on their performance. Performance measurement – learning from measures of performance such as sales figures, production numbers, and customer service feedback. Team reflection – working with team members to find useful meaning in data about team performance.

Minimal Effort, Maximum Impact: Three Tips for Transforming your PowerPoint Presentations to Online Modules

Learn-Wise

When you survey your training resources, do you see an abundance of PowerPoint presentations that are typically delivered in a classroom setting? Incentivize course completions with reward points and customized certificates of completion. If yes, you are not alone! This time-tested training method works, but has its limitations. If you are ready to shift your training to a more flexible digital environment, you might be wondering how… and what to do with all those PowerPoints?!

7 Ways to Improve Team Morale in your organization

Learning Pool

Some organizations use engagement surveys, which can be helpful and give an indication of the mood and sentiment but have their own challenges. And let’s not forget that that is what this is about – delivering great customer service. “Morale is the state of mind.

10 Course Management Tools

Ed App

Here, you can create self-paced modules and quizzes that your team can complete anywhere and anytime at their convenience. If you’re keen to provide your team with a blended learning experience, it also supports live online sessions and activities, discussion forums, recorded videos, and more.

How emotions influence education

Litmos

1.Emotions drive decisions for learners and customers alike. Customers also make decisions based on emotions. The employee trained to deliver that feeling and reinforce it would be ramping up the good feelings for the customer, and most likely leading to more sales for the brand. How can employee development teams innovate around learner emotions today? Reviewing survey questions and feedback might be a place to start.

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. Customer Experience Requires Everyone IN.

How technology is changing training in the airline industry

Litmos

As an example, cargo handler, Air General, uses SAP Litmos to deliver online training for new hires as well as ongoing learning for its teams. Customer experience. Customer experience is important in all industries, but on airplanes — where customers are seated together for hours on end, sometimes in stressful situations — customer experience is paramount. The aviation industry is facing a major personnel shortage.

Why eLearning Development Ratios Can be Hazardous to Your Career.

Dashe & Thomson

Social Learning Blog Training and Performance Improvement in the Real World Home About Bios Subscribe to RSS Why eLearning Development Ratios Can be Hazardous to Your Career by Jon on November 15, 2010 in budgeting , eLearning Brandon Hall , in partnership with Chapman Alliance , recently published the results of its latest survey about eLearning development ratios. Subject Matter Matter s – These surveys do a good job of accounting for varying levels of course complexity.

Ratio 144

Why eLearning Development Ratios Can be Hazardous to Your Career

Dashe & Thomson

Social Learning Blog Training and Performance Improvement in the Real World Home About Bios Subscribe to RSS Why eLearning Development Ratios Can be Hazardous to Your Career by Jon on November 15, 2010 in budgeting , eLearning Brandon Hall , in partnership with Chapman Alliance , recently published the results of its latest survey about eLearning development ratios. Subject Matter Matter s – These surveys do a good job of accounting for varying levels of course complexity.

Ratio 122

Training Program Design: Keys to Success

Continu

Whether you use a corporate Intranet or a better learning management system option, everyone from a team leader to a manager to an in-class instructor needs to be on board with the training program design and what role they will play in administering the training. New hire surveys.

Top 10 ‘Must Have’ Blended Learning Tools

Continu

You want to schedule a meeting with your sales team. This leads to frustrated team members and an unsuccessful training session. Employees are divided into teams that compete against each other using their mobile devices. They can be used as part of your training workshops in sales or customer service scenarios. What you can do is role play with your team and each card of the FAQ app can present a challenging situation.

Elearning Authoring Tools to Skyrocket Training

Continu

Also, think about what will work best for your learning team. Before you can create new or refined learning courses, you’ll want to survey your employees. Plus, several offer branding and customization options. You’ll want to look at your team too.

The Top 5 Best Bridge LMS Alternatives

Continu

Limited ability to create trainings, and no ability to customize or time reminder messages.”. “It’s Or maybe you have a small team where the learning development goals are to all grow in the same direction. Noted customers. Noted customers. Noted customers.