Business writer Tom Peters wrote, “The simple act of paying positive attention to people has a great deal to do with productivity.” In other words,true adaptability is seeing customer service as a conversation. This also means employees need to understand their own limitations; they don’t ne...
The article provides suggestions from Jerry Campbell, chief executive officer of HomeBank NA, on how employers can train their employees to give good customer service. Campbell suggests that employers should find the best training for their employees by determining the kind of business they are in....
“When we are brought in to train seasonal employees to deliver exceptional customer service, we teach them about the rational versus emotional needs of customers,” says Bailey Parnell, the founder and CEO of Canadian soft-skills training companySkillsCamp. ...
It’s also critical that you train your customer service employees. Consistent training and professional development will help your employees refine their skills and give them the self-esteem and confidence to exceed your expectations. The most crucial—and effective—step you can take is to recogniz...
Whether you’re a leader who’s looking for ways to improve customer service hiring and training — or a contact centre agent who’s looking to excel in the role — it’s important to know how to harness the power of both hard and soft customer service skills. Let’s get to it. ...
Engage your customer service team. Another way to improve customer experience is by improving employee engagement. If the employees are unhappy, they might not come clean about the problems they are facing. Therefore, you can consider having a suggestion box where they can drop their complaints an...
Training your employees in good customer service skills and developing and implementing a customer service plan are fundamental. But how do you improve the systems you already have in place? Here are 9 customer service tips that can help boost customer satisfaction and ensure your business’s succe...
When you hire, train, and motivate employees consistently, everything else falls into place. Beyond the right skill set, your customer service team needs the right attitude, which determines: What they say and how they say it The goals they set for themselves ...
Don't train now for something an employee will need in two months. Segment employee training, and try to plan it so that they'll be using it as much as possible after the training is over. They'll retain more, and you'll waste less time having to retrain overloaded employees. ...
In a more direct sense, your customer service policy will help orient your customers whenever they’re in need of assistance in the first place. By setting their expectations and providing clear instruction from the get-go, you’ll enable your audience to take confident and productive steps towa...