Customer Service Archives

Could your sales training actually be hindering sales success?

Superstar salespeople in any industry are worth their weight in gold. They can earn their weight in gold too. So why aren’t there more of them? It’s not like there aren’t plenty of training courses around – and it’s not like the payoff isn’t there to get better, so motivation shouldn’t be an issue.

Despite what customer service and sales trainers will tell you, the biggest reason there are so relatively few true superstars in the world of selling is not due to a lack of training.

Everyone Can Create WOW Customer Experiences!

There are many people who will try and tell you that we, as individuals, don’t

The 24 Most Common Customer Service Mistakes

What are the most common customer service mistakes made by CSRs, Sales Associates and Customer

6 Reasons Why A Customer Service Focus is Essential

There has been a renewed customer service focus for companies over the last few of years. As

Self-Service Failures Have Serious Consequences

A 2016 study has shown that over 37% of people have ended a business relationship

Comcast Customer Service – One Year Later

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.

Customer Service Statistics to Guide You For 2016

New research conducted over the last 18 months has reinforced why all organizations need to continue improving their customer

Is Customer Service Coming To Google, Facebook and Twitter?

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! Customer Service Research is Out

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.

Customer Service

Guide Your Customer Service Training Initiatives With These Six Pillars of Customer Service

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?

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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