Myra Golden Media

NOVEMBER 20, 2019

Although this sounds like a good thing, the net result is an increase in stress for frontline customer service professionals. According to Newsweek magazine, the stress level of consumer services professionals is comparable to that of air-traffic controllers and police officers. You will not be sorry.”.

Coaching 185

Coaching Customer Care Customer Support Feedback 185

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. I recently attended a seminar where Dever explained that customers who have emotional affinity with a product or brand consider that product or brand essential to their daily lives.

Customer Service 140

Customer Service Consulting Consulting Metrics 140

ShepHyken

JANUARY 29, 2021

You can do the same and improve your customers’ experience. This shortlist of contact center best practice hacks should set you up for success in the pursuit of customer service excellence. Get to know the customer personally. You wouldn’t have a contact center if you had no customers to start with.

Best practices 249

Best practices Contact Center Interactive Voice Response Call Center 249

Myra Golden Media

JULY 31, 2019

Although this sounds like a good thing, the net result is an increase in stress for frontline customer service professionals. According to Newsweek magazine, the stress level of consumer services professionals is comparable to that of air-traffic controllers and police officers. You will not be sorry.”.

Coaching 166

Coaching Customer Care Customer Support Customer Service 166

Myra Golden Media

APRIL 15, 2019

I end all of my customer service workshops by asking participants to write down three words. After every major project we take on at Myra Golden Seminars, I sit down and ponder Start, Stop, Continue. Start, Stop, and Continue. Want to improve your effectiveness? Last year I had the client from hell.

Feedback 227

Feedback Customer Experience Management Customer Service 227

Call Center Weekly

NOVEMBER 19, 2018

Review Processes Exceptional service allows agents to offer immediate solutions without getting bogged down in processes or policy. This leads to happy, loyal customers. Removing barriers that prevent exceptional customer service will lead to a more engaged service center.

Contact Center 222

Contact Center Government Feedback Consulting 222

CSM Magazine

DECEMBER 2, 2024

In recent years, the importance of customer service in healthcare has come to the forefront. In this article, we look at some key strategies and techniques for providing excellent patient care. According to a survey by Accenture , 25% of patients have switched healthcare providers due to poor customer service.

Healthcare 52

Healthcare Customer Service Surveys Wait times 52

Myra Golden Media

JUNE 13, 2017

She took the time to listen to our needs and created workshops that combined her expert knowledge with the specific customer-service ethos we want ingrained in our employees. . I have been through other customer service related seminars and Myra’s by far was the best I have ever completed! .

Education 166

Education Personalization Customer Service Management 166

CSM Magazine

OCTOBER 13, 2022

This is what I call outstanding customer service. Service Quality Institute has a program called Coaching for Success that is available online (when you have managers at remote locations), in-house seminars, and products you can skilfully implement on-site with your own trainers.

Customer Service 105

Customer Service Healthcare Coaching Consulting 105

Myra Golden Media

APRIL 15, 2017

She took the time to listen to our needs and created workshops that combined her expert knowledge with the specific customer-service ethos we want ingrained in our employees. . I have been through other customer service related seminars and Myra’s by far was the best I have ever completed!

Education 174

Education Personalization Customer Service Management 174

Myra Golden Media

MARCH 18, 2020

Although this sounds like a good thing, the net result is an increase in stress for frontline customer service professionals. According to Newsweek magazine, the stress level of consumer services professionals is comparable to that of air-traffic controllers and police officers. You will not be sorry.”.

Coaching 156

Coaching Customer Support Call Center Customer Care 156

ProProfs Blog

MAY 1, 2020

Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. You need to take into account their expectations, needs, and final feedback for your services to create an excellent customer service training program. What is Customer Service Training? .

Customer Service 128

Customer Service Customer Support Education Feedback 128

CSM Magazine

APRIL 12, 2021

Healthcare isn’t only about giving aid to people in need of medical attention, but it’s also a part of the customer service industry. Despite this, you must never treat your patients as pure customers. When you say customers, you’re implying that these individuals are simply there to buy products from your establishment.

Customer Service 98

Customer Service Healthcare Entertainment Wait times 98

COPC

JUNE 11, 2019

seminar series in China brought us to Shanghai. This seminar took place on May 17 and was a great success with participants from industries spanning technology, internet, finance, automobile, outsourcing and more. Therefore, a lot of enterprises have started to apply AI in their customer service centers.

Finance 40

Finance Benchmark outsourcing Chatbots 40

Toister Performance Solutions

MARCH 28, 2019

Every week, I hear from customer service leaders whose employees are struggling with customer service. Here are some solutions that customer-focused organizations are using right now. Here are some solutions that customer-focused organizations are using right now. Half-day seminar. There's no budget!

Customer Service 70

Customer Service Customer emotions Contact Center Metrics 70

Fonolo

AUGUST 17, 2021

To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. But it’s not enough.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

COPC

MAY 2, 2019

s first China client seminar of 2019 was held on April 12 in Beijing, attracting participants from various industries including financial services, technology, utilities, outsourcing and many others. This Beijing seminar is the first in a series planned for China throughout 2019. The post COPC Inc.

outsourcing 8

outsourcing Construction Contact Center Banking 8

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

Toister Performance Solutions

JANUARY 14, 2020

My entire work history was just 15 minutes long, so I hadn’t even learned basic customer service skills. One of the biggest reasons we routinely get poor service from customer service employees is they've never been trained. I never received any formal training on actual customer service or the products we sold.

Customer Service 62

Customer Service Contact Center Surveys Personalization 62

Micah Solomon

OCTOBER 10, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. The standard level of customer service at most modern companies is reactive. Image that you’re a manager at a hotel.

Customer Service 68

Customer Service Engineering Consulting Consulting 68

CSM Magazine

MARCH 24, 2025

Watching a three-minute video is much more achievable than a half-day seminar. For example, warehouse staff would need to meet different compliance standards compared to your customer service team, such as obtaining the safe handling certifications. It also makes the material far less intimidating.

Upselling 52

Upselling Education Feedback Management 52

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

Fonolo

JULY 27, 2021

Invite your agent to assess their own performance and customer service first. If your agent displays a need for improvement in first call resolution or customer satisfaction, offer them additional training to help them improve. How to Improve Contact Center Agent Performance. How to provide constructive feedback to your agents.

Call Center 142

Call Center Abandon rate First call resolution Construction 142

Myra Golden Media

JULY 15, 2019

Here’s the 8 Step Quality Program we use at Myra Golden Seminars. Develop Standards and Objectives for Customer Experience. I have help for you. Define the Problem You Need to Solve. Determine Outcomes – What you want your employees to do, do differently as a result of quality monitoring.

Calibration 153

Calibration Coaching Morale Feedback 153

CSM Magazine

MARCH 5, 2025

Fundamental events within the financial world include seminars that provide education as well as social and networking-based meetings. Hosting Exclusive Client Events Affectionate clientele events create excellent opportunities to honor clients and establish solid connections.

CRM 52

CRM Feedback Education Personalization 52

CSM Magazine

AUGUST 22, 2019

I know these ideas work because I’ve used them in call centers I’ve managed, and right here at Myra Golden Seminars. I keep things fresh at Myra Golden Seminars by regularly getting the team out for fun. Here are three things I know for sure meaningfully motivate employees. Plan a Team Building Outing. Highlight What They Do Well.

Customer Service 45

Customer Service Morale Call Center Consulting 45

CSM Magazine

DECEMBER 17, 2020

Customer service expert Jeff Mowatt has created a list of Top 10 telephone turnoffs to avoid – or risk alienating your colleagues and clients. I’ve made literally thousands of calls over the years and – since I pay particular attention to customer communication – I’ve created a list of Top 10 Telephone Turnoffs.

Customer Service 98

Customer Service Personalization 98

CSM Magazine

OCTOBER 8, 2024

Modern educational settings require customer service abilities to ensure student, parent, and staff success and satisfaction. Schools require staff with excellent customer service skills and subject matter expertise to handle interactions as education changes rapidly. What Are Customer Service Skills in Education?

Education 52

Education Customer Service Technology Personalization 52

CSM Magazine

MAY 8, 2024

Today, especially with the risks posed by scammers and fraudsters on the web, crafting a robust customer service charter with legal security can be quite intricate. Alignment with Legal Requirements What about your customer service policies and practices? Are they still aligned and compliant (remember your report dues?)

Customer Service 52

Customer Service industry standards Accountability Best practices 52

SharpenCX

JUNE 29, 2021

Inevitably, the roles humans take on and the tasks robots take over will shift how we work and what skills your customer service employees will need to learn to adapt. Read Next:] Coaching and Training Action Items to Inspire your Customer Service Training Program. No bot can replace the human skills your agents offer.

Customer Service 67

Customer Service Coaching Call Center call center software 67

CSM Magazine

JUNE 29, 2021

Thanks to the technological revolution, customer service has become a key factor which distinguishes companies in the financial services and insurance (FSI) industry. Here are some ways the financial sector can measure their customer service, identify gaps and take steps to improve the customer experience (CX).

Customer Service 52

Customer Service Self service Education Finance 52

CSM Magazine

APRIL 9, 2019

Rick Conlow gained some key lessons from a customer service survey conducted at the Mall of America. As I held a customer service seminar at the Mall of America, I had the idea to rate the mall’s stores to gain key customer service lessons. 5 Customer Service Lessons. So will your boss!

Customer Service 45

Customer Service Complaint resolution Surveys Personalization 45

Taylor Reach Group

NOVEMBER 30, 2018

it also reduces time to speak with industry peers, to attend conferences or seminars. Conflicting objectives: Often contact centers are asked to deliver multiple objectives simultaneously: improve customer satisfaction and reduce costs, or increase first call resolution, but don’t spend anything on additional training.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

CSM Magazine

MARCH 18, 2020

If there is one thing today’s consumer expects, it would be excellent customer service. This holds true in both the business and private sectors, but unfortunately, many customer service call centers leave a lot to be desired. There are several ways in which your customer service call center can approach training.

Call Center 52

Call Center Customer Service Scripts Consulting 52

The Center for Client Retention

OCTOBER 4, 2017

Sales and customer service are often thought of as separate entities and in a certain sense, they are. On the surface, sales personnel have the goal of maximizing the company revenue by selling more and gaining new customers. Now, salespeople not only have to be experts at selling, but experts at customer service as well.

Sales 96

Sales Customer Service Customer retention Customer Experience 96

CSM Magazine

AUGUST 25, 2023

When it comes down to nailing your customer service strategy, striking the right tone is essential to build the foundations of long-term success. Align to the Brand’s Mission, Values, and Voice Identity First up, it’s crucial to align your customer service tone with the overall mission and values of the brand.

Customer Service 52

Customer Service Chatbots Surveys Feedback 52

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