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Top : Training Customer Service Staff: People aren't born having customer service skills and abilities. They have to learn them, and that means companies need to train staff so they act in ways consistent with the company's customer service strategies. Here we'll help with all aspects of training in customer service.
Articles:
In Your Business, People Are NOT Your Most Important Asset - by Bill QuisengPeople can only deliver an experience that they themselves have experienced. In order to succeed in building relationships, vustomer service staff would have had to personally experience and learn from great examples of others exhibiting stellar interpersonal skills in their day-to-day interactions with them."But those opportunities to learn firsthand from face-to-face interactions have all changed in less than a generation. (Added: 23-Aug-2011 Hits: 195 )
Communicate with Front Line Staff :: Employee Communications - by na
There is little doubt that customer service impacts a company's brand identity. There is also little doubt that happy satisfied employees translates to happy satisfied customers. Hence effective communication with frontline staff is a critical part of good customer service."Effective, two way employee communications are a key factor in ensuring that staff are motivated and effective. However, front line staff are often remote from main offices and may experience higher staff turnover than other parts of the business. These factors can have several implications:""Staff training is a constant and on-going challenge"Staff don't always know where to go for the right information"Establishing effective employee feedback channels can be difficult"Employee engagement is constantly being built from 'the ground up'"To make the situation more complicated, front line staff may be employed indirectly, e.g. via a franchise, and therefore even harder to reach (Added: 26-Nov-2011 Hits: 219 )
Employing company vision in customer service training - by Cheryl Hanna
Every company needs a motivational vision; what you want your company to ultimately become. Training customer service representatives to understand and value what the organization is seeking will provide that sense of purpose, enthusiasm, and commitment; it just requires a meaningful platform to be used in a successful training program. (Added: 13-May-2011 Hits: 203 )
Take Time to Train Your Customer Service Staff, Customer Service Article - Inc. Article - by Jennifer LeClaire
Make sure your customer service staff understands their responsibilities and are aware of the resources available to them before they start interacting with your customers. For example, your company will appear unprofessional if your customer service representatives are not familiar with your goods and services. Furthermore, if your reps are unprepared, they will be frustrated with their jobs and therefore be more likely to leave. (Added: 1-Nov-2010 Hits: 305 )
Customer Focus Top Forty - Wjat should customer focus training address? - by Ray Miller
Lately we have been getting an unusually large number of inquiries from people globally asking the following question: What should customer focus training accomplish?" "Since this training is a significant investment, it is essential that you maximize your return on investment from this training." "In response to these inquiries we have put together a list of the essential learning objectives your training should achieve. The list below is based on our experience with implementing highly successful customer focus training initiatives over the past 20 years. We hope you will find it helpful." "Whether you are planning to develop your own training programs or you are sourcing an external provider, it is important to ensure that the training enables your employees to implement sustainable customer-focused improvements in all their day-to-day interactions with customers and each other." "In this article we have detailed what your managers, supervisors, team leaders, customer contact employees and support staff need to be able to do differently as a result of the training." "In other words, the learning objectives the training you provide should achieve. (Added: 17-Dec-2010 Hits: 327 )
15 Ways To Boost Your Customer Service Competence by Furniture World Magazine - by Ron Wolinski
All associates involved in customer service are your "ambassadors". They can make a sale; break a sale; bring customers back or drive them away. It takes significantly less cost to build a sale with a current customer than to generate new business. In addition, research has proven that a customer who had a problem that was dealt with and solved professionally, will be more loyal than a customer who never had a problem.""Albert Einstein defined insanity as "doing the same thing over and over and expecting different results." One way to escape from such an insanity-trap is to look for solutions "outside the box" of our everyday experience.""In this series of articles we will look at alternatives to providing a merely adequate level of customer service by examining the approaches taken by award-winning customer service providers. (Added: 15-Mar-2011 Hits: 204 )
Defusing Hostile Customers Workbook (Third Edition2010) - by Robert Bacal
While written for government, this "seminar in a book" has received rave reviews, because quite simply, it explains what you can do to calm down angry clients and deal with even the most difficult customers, regardless of sector. Use the techniques and you'll save time, and stress, while staying professional. (Added: 15-Sep-2011 Hits: 281 )
Develop Internal Guidelines and Manuals for Customer Service Training, Customer Service Article - Inc. Article - by Jennifer LeClaire
Internal customer service guidelines and manuals are essential to the success of your training program and your customer service staff. These resources can be difficult to develop, but they will greatly simplify training. If you don't yet have a manual, prepare and organize a file of recent customer service communications -- e-mail messages, letters, and notes from phone conversations (or call logs, if you keep them) -- and make preparing your training manual part of your first customer service representative's job responsibilities.""Consider these areas when developing your in-house training materials: (Added: 1-Nov-2010 Hits: 470 )
5 Ways to Tie Customer Service Training to Measurable Business Results | CustomerThink - by Peggy Carlaw
Imagine your next review session. You're sitting in your boss's office, going over your accomplishments since your last review. Picture your boss's reaction as you describe the measurable business results you produced for the company as a result of the customer service training you implemented. Employee turnover was reduced, customers were happier and bought more, and department costs went down. Can you see the raise in your next paycheck?""Many a training manager, customer service manager, or customer support manager calls us to inquire about our customer service training programs. When we ask what specific business results they want to improve, a surprising number say they don't have anything specific....""So here are 5 ways to tie customer service training to measurable business results (Added: 13-May-2011 Hits: 189 )
Best Foot Forward: Training Front Line Personnel to Provide Quality Customer Service - by MTA
Excellent, in depth report on how the MTA (transportation) trains it's front line staff. Good to generate training approaches for any industry (Added: 26-Nov-2011 Hits: 159 )
Customer service training what should it include? - by na
Far from complete and a bit superficial but contains a few ideas on what customer service training should include (Added: 1-Nov-2010 Hits: 563 )
The value of roleplaying in customer service training - by Cheryl Hanna
A rather standard article on the use of roleplaying in customer service training. What most trainers do NOT know because they lack a background in learning theory is that role playing can impede learning in many contexts, and that the standard group role plays often result in people practicing the WRONG things, and thus getting better at the wrong things. There are better ways. (Added: 13-May-2011 Hits: 237 )
Customer Service Training Not Just for Agents Anymore - by V. Deming
Every company at some point (and ideally on a regular basis) puts its front-line staff through customer service training. And that's as it should be. These employees are in direct and continuous contact with customers of the organization, and it's essential that they have the skills, knowledge, and motivation to provide excellent service.""But what about the rest of the organization? If the aim is to create and manifest a customer service culture, then all employees should be involved. Following are five reasons to take your customer service training company-wide. (Added: 13-May-2011 Hits: 263 )
Hire a Quality Customer Service Candidate, - by Jennifer LeClaire
Choosing the right employees for your customer service center is critical to retaining customers. Not everyone is suited to dealing with complaints from the public. Understanding what qualities the ideal customer support candidate should possess will make the recruitment and interviewing process more efficient. (Added: 1-Nov-2010 Hits: 379 )
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