Are You Loyal to Your Customers? Really?
By Shaun Belding
Check out the mission statements of most organizations, and there’s a good chance you will see some reference to customer service, customer experience or ‘customer centric.’
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Are You Loyal to Your Customers? Really?
October 27, 2011 By 2 Comments
3 Reasons Your Customer Service Training Isn’t Sticking
October 20, 2011 By Leave a Comment
3 Reasons Your Customer Service Training Isn’t Sticking
By Shaun Belding
One of the biggest issues with customer service training – all training, in fact – is that it often doesn’t ‘stick.’ To steal from John Wanamaker’s famous quote about advertising,”Half the money I spend on training is wasted; the trouble is I don’t know which half.”
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Tips on How To Effectively Outsource Your Customer Service
August 7, 2011 By Leave a Comment
Tips on How To Effectively Outsource Your Customer Service
By Leah Gundran Raymundo
For many years now, companies that need access to skills and resources but do not have the capital to invest usually outsource their business to other companies whether within the same country or overseas.
Customer Service Tips – At Your Service: Gaining the Competitive Edge
August 7, 2011 By 1 Comment
Customer Service Tips – At Your Service: Gaining the Competitive Edge
By Mimi Donaldson
Top people seem to already have an edge in grasping the "rapport-building service" mentality. We discovered long ago that people often don't "buy" on the basis of need, and people don't "sell" based on their breadth of product knowledge.
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Important Soft Skills Training Every Employee Needs
July 28, 2011 By 1 Comment
Important Soft Skills Training Every Employee Needs
By Kate Bryan
Do you think your employees have the right soft skills to help them do their job? Because while technical skills are important in any industry, it is still the way they communicate and interact with other people that would truly matter in the end.
Telephone Skills – Telephone Tips for a Positive Customer Experience
July 5, 2011 By Leave a Comment
While this article was written some time ago, many of Kate's tips are as valuable today as they were when written.
Telephone Skills – Telephone Tips for a Positive Customer Experience
By Kate Tammemagi
Every contact counts! This is even more important in these challenging times. It is really important that anyone answering a telephone call in our business is capable of ensuring a positive Customer Experience. To do this, they need to use Telephone Skills effectively, and have a good knowledge of telephone Best Practice.
Five Factors That Make A Successful Customer Service Training Program
June 17, 2011 By 1 Comment
Five Factors That Make A Successful Customer Service Training Program
By Damien Clarke
Companies that focus on customer service see a much larger return on their investment than companies that do not make it a priority. To provide exceptional service, employees need to be trained; there is no way around it. In order to provide the most benefit to employees, a customer service training program needs to be provided by a reputable training firm and selected with an organization's specific needs in mind.
Great Traits of Outstanding Customer Service
June 14, 2011 By 2 Comments
Great Traits of Outstanding Customer Service
By Grace du Prie
WHAT STAFF NEED TO GIVE QUALITY CARE
After an extensive search of available literature and analysis of staff jobs with customer contact elements, 9 service skills and 17 competencies were identified as being essential ingredients for care positions.
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Government Agencies Ordered to Improve Customer Service
June 6, 2011 By Leave a Comment
Government Agencies Ordered to Improve Customer Service
Angela Huffmon
President Obama ordered government agencies to develop a plan to improve customer service within 180 days. This means that by October 24, 2011 all public sector agencies should have a plan to use technology to improve their efficiency and customer service. This is good news for all Americans who must use their services every day.
How To Train Generation Y in Customer Service
May 4, 2011 By Leave a Comment
How-To-Train-Generation-Y-in-Customer-Service
By Damien Clarke
There has been a definite change in the level of customer service over the years, both in what people expect from employees and what employees expect from customers. Technology has done much to shape the way that we interact with others and no where is this more apparent than in Generation Y.
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The Bigger Responsibility of Customer Service Support Representatives
April 19, 2011 By 2 Comments
The Bigger Responsibility of Customer Service Support Representatives
By Deborah C Campbell
The public's perception about the role of customer service representatives has changed through time. In the past, they are just often viewed as the last resort when an inquiry or complaint is needed. Today however, the responsibility that these live operators have is bigger and multi-dimensional.
Front-Line Customer Service People Can Present Your Business With Pizazz: Three Tips + a Bonus
March 24, 2011 By 2 Comments
Front-Line Customer Service People Can Present Your Business With Pizazz: Three Tips + a Bonus
By Cher Holton
No matter how much new technology exists, customers are still customers, and they have emotions that can easily be tapped, for better or worse! You can have all the best products, and provide exceptional after-purchase service — but it is all lost if you never get the opportunity to make the sale!
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