Training for Customer Service & Leadership Development
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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:
When Mr. Roberts was interviewed by Henry Blodget a few weeks ago, there was a bit of a mixed message. On the one hand, he is still saying good things – like “every executive, including myself, needs to be trained on customer service .” On the other hand, there are a few indications that their focus still needs to be at another level.
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.
New research conducted over the last 18 months has reinforced why all organizations need to continue improving their customer
The social giants like Google, Facebook, Twitter, LinkedIn, etc. are now making concerted efforts to expand into each other’s turf. Like most tech-based companies, they have relied almost exclusively on innovation to move their businesses forward, but as they begin to compete more directly, that paradigm will inevitably have to change. It’s a safe bet that the first one who takes the step to becoming actively customer-focused is going to have a significant edge.
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.
Perhaps the most neglected aspect of customer service is internal customer service. It’s unfortunate, because it plays a pivotal role in an organization’s ability to deliver outstanding service to its external customers.
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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I actually laughed out loud when I read this example of WOW customer service. This is a winner from an Amazon.com customer service agent