Peter Lavers

FEBRUARY 27, 2018

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront.

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Customer Service Training Customer Service Competitive Advantage Customers 99

Stella Connect

JANUARY 20, 2022

Looking for ideas for how to create the best customer service training program for your contact center? So there’s no time like the present to create the best customer service training program for your contact center. 5: DON’T: Make your customer service training program boring.

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Customer Service Training Contact Center Customer Service 2022 78

ShepHyken

NOVEMBER 1, 2017

So, I took a few minutes to talk to several people about how they were trained. I asked them what kind of customer service training they received from the companies they worked for. She delivered great service, however, her fellow employees didn’t seem to operate at her level. The retail salesperson was sharp.

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Customer Service Training Customer Service Airlines Retail 102

ShepHyken

MARCH 25, 2020

Many companies have a great focus on providing an excellent or, as I like to call it, amazing customer service experience. They do customer service training during the onboarding process. Communication is a big part of keeping the “magic” going, and to do that you must consider ongoing training.

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Customer Service Training Customer Service B2C B2B 107

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Give the service agent the floor.

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Customer Service Training Customer Service Contact Center Customers 62

Magellan Solutions

MAY 25, 2018

And finally, to ensure a meaningful customer engagement, you must first teach and expose your employees the ins and outs of customer service. Start with the basics — customer service training. Customer engagement starts within. Phases of customer service training.

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Customer Service Training Customer Engagement Engagement Customer Service 70

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios.

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Customer Service Training Customer Service Seminar E-support 52

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios.

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Customer Service Training Customer Service Seminar E-support 52

ShepHyken

JANUARY 4, 2019

Secondly, there should be a balance between professionalism and personality when it comes to interacting with customers. It is easy for an individual representing a ‘fun’ brand to cross over from informal to unprofessional. It is critical for a service rep to be mindful of their tone and tenor at all times.

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Customer Service Training Blog Customer Service Article 84

Customers That Stick

JANUARY 22, 2015

And while Big Data is becoming more accessible to small to medium-sized businesses (SMBs), the basics of customer information — small data, if you will — is still where customer and experience meet for most organizations. Four Types of Customer Information. Not all information is equal.

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Information Customer Service Training Magazine Fashion 119

CSM Magazine

NOVEMBER 4, 2019

The words and phrases that are crucial to the information you need to convey must be spoken clearly. If you are reading a list, give people time to take in the information), Pause (you pause for effect if you are talking about something important? Why was there a delay in the service being offered? Remember to be articulate.

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Customer Service Training Customer Service Workshop Hospitality 80

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Customer Service Contact Center Customers 40

Peter Lavers

DECEMBER 11, 2017

In our new guest blogger Jason Grills ’ first instalment of this blog , he shared four great customer service training ideas that will refresh your support service and take it to a higher level. 7 Customer – Support Confrontation. Here are the remaining four! #5 5 True or False Quiz. 8 Positive Behaviour Promotion.

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Customer Service Training Customer Service Travel Financial 74

Stella Connect

JANUARY 9, 2018

In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust.

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Customer Service Training Customer Service Management Call Center 41

Comm100

APRIL 24, 2018

Have you ever experienced that feeling when you encounter a new piece of information that completely shifts your understanding of the world around you? As a manager or trainer of a customer service team, you’ll know that excellent customer service teams aren’t born that way. Download Now.

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Customer Service Training Customer Service Communication Download 51

Peter Lavers

DECEMBER 8, 2017

It’s not always about the knowledge and education – sometimes, it’s more about team building and motivation training. In this article, we are showing you some of the best customer service training ideas that should refresh your support service and take it to a higher level. #1 1 Active Listening Practice.

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Customer Service Training Customer Service Travel Blog 68

ShepHyken

SEPTEMBER 26, 2018

All things being equal, if your company is easier to do business with, and the customer knows it, you can win. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

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Automotive Competitive Advantage Customer Service Training Customer Service 639

Bill Quiseng

NOVEMBER 15, 2023

In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. This week, I will explain the third QUI TAKEAWAY: customer service training versus customer CARE education. QUI TAKEAWAY: Don’t offer customer service training.

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Customer Service Training Customer Care Social Media Loyalty 97

LiveChat

FEBRUARY 15, 2016

Other words, every single customer service agent is responsible for how customers perceive your brand. One bad experience can ruin your reputation since angry customers are twice as much likely to inform their friends about it. You’ll learn how The Walt Disney Company hires right people and train them.

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Customer Service Training Customer Service Customers Guest Experience 53

Micah Solomon

OCTOBER 18, 2018

What is internal customer service–a good, workable definition? And how can great internal customer service be accomplished–what are the principles and best practices we can apply to our own internal customer service training to enable us to provide the best customer service possible within our company?

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Customer Service Training Customer Service Hospitality Consulting 40

Kayako

MARCH 21, 2018

Conciseness – the video should cover and explain the important aspects of the topic clearly while keeping within the expected duration of the training. Proofread material for grammatical errors, spelling mistakes, and omit information that may not be helpful. #4: 4: Maintenance.

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Customer Service Training Customer Service Document Customers 56

ShepHyken

NOVEMBER 6, 2024

Examples of inconvenient, time-wasting activities include waiting on hold for anything, waiting for a response, enduring a long line, not enough staff to help customers in a store, sharing bad information that requires a customer to call back or return to a store, forcing customers to fill out duplicate information on multiple forms and more.

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2024 Workshop Customer Service Training Download 80

ShepHyken

JULY 28, 2021

One of the big concepts we teach in our customer service training programs is the concept of Always. This is the backbone of creating customer amazement. For example, your customers might say: “They are always so helpful.”. Do it right by creating an experience that ensures customers always come back! .

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Customer Service Training Customer Service Customers Customer Focused 167

ShepHyken

OCTOBER 17, 2023

The intent behind this saying is “to warn of the dangers of unnecessary investigation. …” In other words, be careful pushing for more information. That may be the case for the cat, but it’s not so in the world of customer service. A good customer service rep, salesperson, or anyone interacting with a customer should be curious.

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Workshop Customer Service Training Customer Service Interaction 150

ShepHyken

DECEMBER 26, 2023

Be flexible in your thinking when it comes to taking care of customers.  Be more engaged – Your customers want to feel that you’re focusing on them. Actively listen and respond with questions that show you’re paying attention and want more information. Get customers to feel connected to you because they know you care.

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Customer Service Workshop Customer Service Training Connections 163

ShepHyken

JUNE 22, 2022

He hired a salesperson, Lila, who, in his words, “Lived only to provide excellent customer service.”?As As part of the sales process, the salesperson had to get the customer’s information. One afternoon he overheard Lila asking her happy customer, “Where do you live at?” (Yes, Follow on Twitter: @Hyken.

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Customer Service Training Reference Retail Communication 139

ShepHyken

APRIL 28, 2021

This is a great customer service training lesson. So, he calls the dealership’s customer service number, which was actually a support center for all of that brand’s dealerships in the U.S. And that’s not the type of customer experience that gets a customer to say, “ I’ll Be Back.”.

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Transportation Customer Service Training Presentation Customer Service 174

ShepHyken

OCTOBER 31, 2023

My friend Norman Beck sends me interesting articles and newsworthy information regularly. I’ve shared similar information about this in the past. It’s in the price you pay. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. It’s not really free.

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Airlines Workshop Customer Service Training Marketing 139

ShepHyken

JULY 29, 2020

So be bold with your marketing, your products and your innovations, but be boring when it comes to customer service and experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com.

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Customer Service Hospitality Customer Service Training Customers 266

ShepHyken

JULY 4, 2023

Instead, I focused on how to use the information to efficiently get the correct answer. So, how does this apply to customer service? Many people think that AI will be used to replace customer support agents – and even salespeople. They can even make suggestions outside of the original intent of the customer’s call.

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Workshop Customer Service Training Books Customer Service 133

ShepHyken

JUNE 24, 2020

It’s a percentage of existing customers that maintain loyalty to the business within that window of time. The formula for calculating customer retention is pretty simple. First, you need three pieces of information: You need “S” – the number of existing customers at the S tart of the period of time.

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Customer Retention Measurement B2C Customer Service Training 169

ShepHyken

JANUARY 23, 2024

There may have been other requests for similar information, but those were the ones that I remember being on almost every form – and there were plenty of forms to fill out. As I typed the same thing onto each form repeatedly, I thought, “What a waste of time for the customer – or, in this case, the patient.” I’m not picking on you.

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Workshop Insurance Banking Customer Service Training 93

ShepHyken

FEBRUARY 14, 2023

Let’s consider imitation, but let’s imitate a company that is outside of our industry. I recently did an informal poll on LinkedIn and asked: Which company’s customer service approach would you want your businesses to be like? Get more information on The Customer Focus ™ customer service training programs.

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Customer Service Training Online Experience Customer Service Information 157

ShepHyken

MAY 26, 2021

I told him, “I’m customer service speaker and we provide customer service training.” The lesson: Know who your customer is. If you can, plan in advance, do a little homework and spend a couple of minutes (or more) finding out what your customer does. For information, contact 314-692-2200.

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Sales Customer Service Training Presentation Customer Service 150

ShepHyken

MAY 19, 2021

It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. By the way, this is the same exercise we teach in our customer service training programs. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

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Customer Service Customer Service Training Culture Presentation 147

ShepHyken

JUNE 4, 2024

Once again, I had to fill in duplicate information on each form. How can “they” not figure out how to take the information I type on the first page of the paperwork and add it to the appropriate fields throughout the rest of the paperwork? What a waste of time! Connect with Shep on LinkedIn.

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Magazine Workshop Customer Service Training Article 93

ShepHyken

JANUARY 20, 2021

Follow these simple steps and start to improve your customer service, even if it’s just by 1%! Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

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Customer Service Customer Service Training Touchpoint Reference 164