Training for Customer Service & Leadership Development
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Your ultimate guide to Outstanding Customer Experience
What are the most common customer service mistakes made by CSRs, Sales Associates and Customer
There has been a renewed customer service focus for companies over the last few of years. As
A 2016 study has shown that over 37% of people have ended a business relationship
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.
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.
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
The editor-in-chief of high-society magazine Tatler, Kate Reardon, had given a graduation speech at a private girls’ school in Gloucestershire. The context of the speech was that good manners were at least as important, if not more important, than good grades. Ms. Reardon’s comments were instantly taken to task, with one prominent blogger referring to it as “sexist crap.”