Training for Customer Service & Leadership Development
in Canada | USA | Asia | Europe
There has been a renewed customer service focus for companies over the last few of years. As
There are many misconceptions about what customer service is and how to deliver it. Here are four common myths that can really hold us back from being truly outstanding customer service providers:
A skilled customer service provider can compensate for a myriad of process and policy failures. One single person, with no customer service training or customer service skills can have catastrophic implications in a world where global word-of-mouth is a mouse-click away. Whatever you do, don’t leave a customer service training program to chance.
The Science of WOW is ground-breaking new customer service research that speaks to the importance of empowerment, ownership, service recovery and customer service training. Companies will find this a useful resources as they work toward improving their overall customer experiences.
Language barriers in customer service can be a tremendously awkward and frustrating customer service situation for all concerned. Here are six rules for overcoming language barriers:
When you are looking to improve the customer service in your organization, one of the first things you need to do is identify is the specific behaviours that need to be targetted. What are the performance gaps that need to be closed?
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Customer service behaviours fall into six fundamental categories, which we refer to as the Six Pillars of Customer Service. They provide a good starting point for the development of customer service training programs, coaching plans or incentive strategies…
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When companies try and reinvent themselves as a customer-centric organizations, the tier that is rarely asked to transform is the executive level. The result is like trying to plant the only the visible part of an oak tree, without including the supporting root system. There is nothing to give the tree ongoing nourishment to grow and flourish, and nothing to prevent it from blowing over at the first gust of wind.