Interaction Metrics

NOVEMBER 21, 2024

Improving customer service is more crucial than ever in 2024. Research shows that customers are 2.4 This blog will explore how to improve customer service, common pitfalls to avoid, and metrics that ensure your efforts are on the right track. Are customers noticing the changes?

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

Myra Golden Media

DECEMBER 17, 2018

But very few people in customer service actually get the training they need to get an angry customer to back down, politely control conversations with ramblers and skillfully handle the customer who demands to speak with a supervisor. Customer service employees tend to push in these ways: Arguing with a customer.

Coaching 274

Coaching Management Customer Service Call Center 274

ShepHyken

NOVEMBER 25, 2016

This week on our Friends on Friday guest blog post my colleague, Ricky Nowak, shares a customer experience she had recently with a hotel that didn’t exactly go well. It’s a great example of how not to give excellent customer service! Shep Hyken . Gotta love this business!

Morale 287

Morale Coaching Customer Service Customer Experience 287

Myra Golden Media

JULY 2, 2019

Tae my 3 0-minute De-escalation Online Training , and you’ll be able to: Handle Any Difficult Customer. I promise, after just 30-minutes with me in this special “3-Step De-escalation Method” on-demand workshop, you will be inspired and thrilled with how much more productive you can be at getting angry customers to back down!

Coaching 264

Coaching Feedback Customer Support Management 264

Toister Performance Solutions

MARCH 29, 2025

Expectation management helps customers avoid unpleasant surprises. Managing expectations will result in: Fewer complaints Happier customers More repeat business This guide helps you facilitate the Customer Service: Managing Customer Expectations course on LinkedIn Learning. The exercise files from the course.

Management 82

Management Education Coaching Best practices 82

Toister Performance Solutions

FEBRUARY 21, 2025

Access to Serving Internal Customers for all participants. Workshop planning tool Contact LinkedIn Learning for pricing and subscription options if you don't already have access. Use the Workshop Planner to create an action plan. Start by reviewing the overall goal for the training that you identified on the Workshop Planner.

Coaching 83

Coaching Best practices Feedback Customer Service 83

Toister Performance Solutions

DECEMBER 12, 2024

Imagine a customer service training program for your team. Full or half-day workshops disrupt your operation. Full or half-day workshops disrupt your operation. Focus on the smallest unit of skill possible, such as greeting customers. Most managers I talk to picture a big, annual program. Low retention. Bad timing.

Customer Service 124

Customer Service Coaching Contact Center Management 124

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Customers That Stick

OCTOBER 2, 2014

Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. Kate, what was your first job and what did you learn about customer service in it? .

Coaching 152

Coaching Government Scripts Employee engagement 152

Myra Golden Media

DECEMBER 19, 2017

Last week I delivered a customer service training session where part of our focus was moving employees out of an attitude of personalization to an emphasis on finding a win-win solutions for problems. I have attended many customer service trainings and I have worked in customer relations for many years.

Personalization 136

Personalization Customer Service Coaching Customer Experience 136

Myra Golden Media

NOVEMBER 20, 2019

30-Minute De-escalation Online Class to Help Your Employees Get Angry Customers to Back Down, Even Customers Who Want a Supervisor – with Video Teaching, Simulations, Knowledge Checks, and Practice Interactions. Anna Hoang, Customer Support Specialist I, Vertafore. Anna Hoang, Customer Support Specialist I, Vertafore. “

Coaching 185

Coaching Customer Care Customer Support Feedback 185

TeleDirect

APRIL 7, 2025

The Role of Training in Preparing Call Center Teams for Success The Role of Training in Preparing Call Center Teams for Success is an essential topic for any business that values high-quality customer service , operational efficiency, and employee satisfaction. HIPAA, PCI-DSS) 2.

Call Center 62

Call Center First call resolution Best practices Gamification 62

Comm100

DECEMBER 16, 2024

Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before.

Customer Service 52

Customer Service Chatbots Omni-channel support Self service 52

ShepHyken

FEBRUARY 1, 2019

Customer service is everyone’s job— from sales reps, finance, IT, operations, to management— and the more employees buy into it, the more they will exceed in providing higher quality service. As a reference, Shep defines the Six D’s of Creating a Customer-Centric Culture in his Customer Service Blog: Define it.

Customer centricity 241

Customer centricity CRM Finance Coaching 241

Steve DiGioia

DECEMBER 5, 2016

Recently I had the pleasure of interviewing many leaders in the business world and customer service industry. Constant reinforcement of the importance of customer service is key to sustaining the culture. As they grew and added different areas to their business, they always put the customer first. Shep Hyken.

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

Kristina Evey

APRIL 28, 2015

Committed to Service. Yes, that sounds extreme, but let me explain… I’ll tie this in to Customer Service and the Customer Experience quickly. So, you say you deliver the best customer service and make the experience your customers have better than they can get anywhere else? They have clarity.

Customer Service 113

Customer Service Coaching Consulting Consulting 113

TechSee

AUGUST 26, 2024

Call centers are the frontline of customer service for many businesses. Providing excellent service in call centers is crucial for maintaining customer satisfaction and loyalty. However, call centers face a variety of challenges that can prevent them from delivering the best possible service.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Customer Service Life

DECEMBER 18, 2018

We’re moving faster than ever before to make the customer experience WOW-tastic. Customer service agents are expected to turn into an octopus by growing 8 arms to handle all the different contact points, quickly respond to chats, SMS, social media, phone calls and emails. 1:1 Coaching . Can you relate?

Contact Center 105

Contact Center Personalization Coaching Customer Service 105

Myra Golden Media

MARCH 18, 2020

30-Minute De-escalation Online Class to Help Your Employees Get Angry Customers to Back Down, Even Customers Who Want a Supervisor – with Video Teaching, Simulations, Knowledge Checks, and Practice Interactions. We’ve taken Myra’s onsite De-escalation Workshop and shrunk it down to a 30-minute high-impact interactive online class!

Coaching 156

Coaching Customer Support Call Center Customer Care 156

Fonolo

JANUARY 31, 2023

Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Up Your Service

FEBRUARY 5, 2020

Marshall Goldsmith is such an incredibly strong contributor, such a reputed leader in the world of coaching and mentoring, that Thinkers 50 stopped giving him the award and they actually named an award after him. Last year in Toronto, Canada, I was being recognized as the #1 Customer Service Global Guru. April 9 in Colombo.

Coaching 52

Coaching Best practices Customer Service Customer Experience 52

Calabrio

APRIL 11, 2025

trillion in global sales are at risk in 2025 due to one thing: bad customer experiences. This involves in-depth call center customer service training in both hard and soft skills (empathy, communication, problem-solving), more detailed product/service education, and process mastery. The stakes have never been higher.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

TechSee

JUNE 4, 2019

Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette. In-house social networks and forums promote the sharing of best practices and knowledge across customer service teams.

Call Center 117

Call Center Technology Gamification Coaching 117

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Kristina Evey

JANUARY 13, 2015

I spent some time the past few weeks mapping out content, workshops, and coaching programs to help each of you make more money, enjoy your business, improve the morale of your staff, and simply making the customer experience more natural to the DNA of your company. . Wanting it won’t make it happen.

Customer Experience 87

Customer Experience Customer Service Morale Coaching 87

CSM Magazine

MARCH 10, 2025

Similarly, voice guidelines should not be so rigid that they prevent customer service professionals from expressing their own personalities or adapting to the situation at hand. Training for Consistency Customer experience teams are the frontline representatives of a brands voice. Training must be continuously reinforced, too.

Customer Experience 52

Customer Experience Engineering Coaching Feedback 52

CSM Magazine

JULY 3, 2017

Sorry, it’s worse: It’s every other company that’s offering rock star customer service. Otherwise, customer expectations are violated. Secret 1: Know who your real competition is. It’s actually not the guy down the street doing the same thing as you are. For me, one of those “gold standard” companies is Amazon. About the Author.

Customer Service 78

Customer Service Airlines Coaching Benchmark 78

CX Accelerator

AUGUST 1, 2018

Working in customer service or customer experience can take a massive toll on your physical and mental well-being. Huge bonus points if you can serve alongside one of your customers with a common mission. We hosted a photography workshop , and it was a huge hit. Jenny Offer standing desk options to your team.

Contact Center 182

Contact Center Healthcare Coaching Education 182

Toister Performance Solutions

APRIL 28, 2022

I once delivered the same customer service workshop over 200 times in a two-year period. The employee made it clear she didn't want to be in the customer service training class. We had a few moments before the workshop began, so I spent some time talking to her. Thousands of employees attended. privacy info.

Customer Service 62

Customer Service Coaching Feedback Surveys 62

The Center for Client Retention

MARCH 4, 2018

Experienced customer service managers give it two weeks. That’s the maximum amount of time you see employees increase their effort and service focus immediately after the typical customer service training class. I’ve facilitated thousands of customer service training workshops over more than 20 years.

Customer Service 73

Customer Service Coaching Management Personalization 73

Comm100

JUNE 30, 2016

Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.”

Customer Service 74

Customer Service Banking Education Scripts 74

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. Motivational quotes on customer service.

Customer Service 82

Customer Service Coaching Education Best practices 82

CX Global Media

JULY 11, 2019

We know that traditional approaches like multi-day workshops don’t build skills efficiently. As Lisa Oswald, Senior Vice President, Global Customer Service with TravelZoo said, “The Contact Center Virtual Summit combines the best of two worlds – this one-of-a-kind program delivers high-caliber content and ultimate convenience.

Contact Center 120

Contact Center CCNG Morale Coaching 120

Toister Performance Solutions

JULY 8, 2021

That's the question a customer service leader recently asked me. The team had gathered to take my Customer Service Foundations course on LinkedIn Learning. One of my recommendations to the customer service leader was to break the formal class into small chunks so employees could spend more time practicing their skills.

Customer Service 69

Customer Service Coaching Management Accountability 69

CSM Magazine

JUNE 21, 2018

Cindy Solomon reveals the secrets of amazing customer service – and how you can provide the same “Wow!” Every time I fly JetBlue Mint, I’m reminded that great service is possible, even in an industry as hated-on as the airlines. Secret 2: Don’t hoard customer service feedback on a “need to know” basis.

Customer Service 58

Customer Service Airlines Scripts Coaching 58

CSM Magazine

OCTOBER 25, 2023

In customer service, employees are the face of the company and the effectiveness of the onboarding process cannot be overstated. This article outlines techniques and best practices for human resource (HR) managers to use to effectively onboard customer service employees.

Customer Service 52

Customer Service Coaching Best practices Feedback 52

Lumoa

APRIL 17, 2018

Customer feedback in shaping communication styles Another company collected the feedback from its customers and after reviewing what drove the feedback, noticed that they had been receiving very negative feedback about the customer service attitude and messaging style.

Feedback 110

Feedback Healthcare SaaS Coaching 110