Toister Performance Solutions

FEBRUARY 21, 2025

The exercise files from the course. Serving internal customers Preparing to dive in Defining internal customer service Participants should also complete these exercises. Set aside time to provide each person with coaching and feedback. Access to Serving Internal Customers for all participants.

Coaching 83

Coaching Best practices Feedback Customer Service 83

Toister Performance Solutions

MARCH 29, 2025

The exercise files from the course. Set yourself up for success with good customer service Understand the impact of unpleasant surprises Participants should also complete page one of the Learning Plan worksheet that's included in the course's exercise files. Set aside time to provide each person with coaching and feedback.

Management 82

Management Education Coaching Best practices 82

ShepHyken

AUGUST 14, 2020

The firm provided it for free to policyholders who performed the planned exercise regularly for two years. Consumers who completed the exercise target for the month did not have to pay the watch’s monthly installment. Some buyers also appreciate customer survey emails seeking their feedback within one week from the first purchase.

Customer Experience 256

Customer Experience Entertainment Sales Advertising 256

Myra Golden Media

APRIL 15, 2019

My Start, Stop, Continue activity is a goal setting and reflection exercise in one. But I also use Start, Stop, Continue as a 360-degree feedback tool, and a process improvement instrument. Start, Stop, Continue for Feedback About Managers. I wanted to know how my employees saw me.

Feedback 227

Feedback Customer Experience Management Customer Service 227

Interaction Metrics

NOVEMBER 21, 2024

A simple yet powerful exercise is to reflect deeply on a recent customer interaction: What was their experience from their perspective? Repeat this exercise for at least 10 different customers. Share it across departments for feedback, then apply those insights to 15 more emails. If you could do it over, what would you change?

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

ShepHyken

SEPTEMBER 23, 2019

Content marketing, social media, customer feedback, customer support, and training and analytics… These aren’t just buzz words. My Comment: Journey maps are an important exercise for virtually any organization to go through. My Comment: You want happy customers? Do you want to keep your happy customers? Then read this article.

Journey mapping 264

Journey mapping Customer Service B2B Analytics 264

TeleDirect

MARCH 20, 2025

Use role-playing exercises to simulate challenging interactions. Utilize Customer Feedback to Drive Improvements Customer feedback is a valuable tool for identifying areas where service can be improved. How to Gather Feedback: Conduct post-call surveys to gauge satisfaction.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

Real Blue Sky

NOVEMBER 25, 2024

Tools like journaling and mindfulness exercises can help them stay in tune with their feelings and improve their interactions. Repeat this 2-4-6-8 breathing exercise. As a result, this type of exercise can help regulate the parasympathetic nervous system to induce a state of relaxation and calm.

Construction 52

Construction Morale Feedback Coaching 52

ProProfs Blog

JUNE 26, 2019

How to Gather Feedback. #1 In this section, we have covered sample survey questions for customer satisfaction and customer feedback. You can frame the standard customer satisfaction survey questions for your feedback forms using these sample customer satisfaction survey questions. Customer Feedback Survey Question Examples.

Surveys 112

Surveys Feedback Education Employee engagement 112

Myra Golden Media

SEPTEMBER 28, 2017

I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used. If you’d like an excellent training activity that helps employees convey empathy , print off this exercise and facilitate a short discussion with your team.

Customer Service 159

Customer Service Accountability Feedback Customer Experience 159

TeleDirect

MARCH 20, 2025

Implement Feedback Loops Encourage customers to provide feedback through surveys and use their insights to enhance call center practices. A: Training should include real-time scenarios, role-playing exercises, and continuous learning opportunities to develop both technical and soft skills.

Call Center 62

Call Center Abandon rate Customer Service First call resolution 62

TeleDirect

MARCH 14, 2025

Use role-playing exercises to simulate real-world customer scenarios. Implement a Customer Feedback Loop Customer feedback provides valuable insights into service quality and areas for enhancement. Ways to gather feedback: Conduct post-call surveys to assess satisfaction levels.

Best practices 62

Best practices Call Center Multi-channel support First call resolution 62

TeleDirect

FEBRUARY 3, 2025

Offer role-playing exercises to prepare for different scenarios. Provide regular feedback and coaching to improve skills. Gather Customer Feedback and Implement Improvements Customer feedback is essential for improving call center operations and customer satisfaction. Use post-call surveys to gather insights.

Call Center 62

Call Center Customer Service First call resolution outsourcing 62

Myra Golden Media

JANUARY 16, 2019

A 2-minute Exercise to Help You Feel Confident and Powerful Before Having Tough Talks. 4 Questions To Ask Yourself to Make Sure You’re Fair, Consistent, and Impersonal When You Give Feedback. Here’s What We’re Taking On In This Webinar: 3 Steps to Getting Over Your Fears of Coaching.

Coaching 199

Coaching Contact Center Accountability Feedback 199

ProProfs Blog

JULY 20, 2021

A survey is an effective medium to collect feedback from your target audience. Questions that ask for a socially desirable response like exercising, meditating, going to church regularly, etc. Explain the reason for the whole survey exercise. This ensures that you get detailed and subjective feedback from each respondent. (g)

Surveys 145

Surveys Government Feedback Construction 145

Call Center Weekly

OCTOBER 18, 2018

Each specific situation may dictate a completely different model than another, but the key is to get the feedback from as many customers as possible to get a true feeling of how they feel your company works with them. Going through this exercise takes some planning and time, but the insight gained will be well worth every bit of effort.

Customer Experience 239

Customer Experience B2B Feedback Customer Service 239

ChurnZero

NOVEMBER 22, 2024

Outcomes Club is an exercise that CS leaders can do with their CSMs to get them in the right mindset to own and mitigate churn. Once you have these dialed in, you’re ready to do the exercise! In fact, treating preventable churn as a professional development opportunity for CSMs is the mindset shift many CS leaders need going into 2025.

Education 52

Education Analytics Metrics Feedback 52

CX Accelerator

OCTOBER 3, 2019

Wide-eyed and brand new to the organization, it’s important that new employees behave like customers and share feedback about the company as they experience it. Bill Staikos makes it official with his new employees: "We're doing a lot of journey-based exercises with our new hire onboarding process.

Feedback 182

Feedback Customer centricity Employee engagement Contact Center 182

CX Accelerator

OCTOBER 3, 2019

Wide-eyed and brand new to the organization, it’s important that new employees behave like customers and share feedback about the company as they experience it. Bill Staikos makes it official with his new employees: "We're doing a lot of journey-based exercises with our new hire onboarding process.

Feedback 182

Feedback Customer centricity Employee engagement Contact Center 182

TeleDirect

MARCH 13, 2025

Implement Role-Playing Exercises Simulate real-life customer interactions to help agents practice responses. Provide feedback to improve communication skills and response times. Provide constructive feedback on areas for improvement. Focus on handling difficult calls and de-escalation techniques.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

CX Accelerator

OCTOBER 9, 2018

Breaking free from survey mentality with unstructured customer feedback. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more. Does this mean that customers are providing less feedback to organizations? Feedback is happening all around us in new and exciting ways.

Journey mapping 160

Journey mapping Surveys Feedback Contact Center 160

TeleDirect

APRIL 7, 2025

Simulate Real-World Scenarios Use call recordings and role-play exercises to help agents apply what they’ve learned in a realistic setting. Encourage Peer Mentoring and Feedback Create a collaborative environment where experienced agents support new hires and share best practices.

Call Center 62

Call Center First call resolution Best practices Gamification 62

Callminer

APRIL 30, 2020

Exercise flexibility where appropriate. Head off issues preemptively by acting on feedback. Soliciting customer feedback is a smart way to let customers tell you what they’re experiencing says Tommy Walker, Head Editor of the ConversionXL blog. That’s great if you’re in a position to adjust it.

Customer Service 273

Customer Service Scripts Construction Feedback 273

Vistio

MARCH 24, 2025

Use Interactive Simulations Traditional role-playing exercises dont always translate well to remote training. Prioritize Real-Time Coaching and Feedback Hybrid models require adaptive coaching strategies. Utilize screen-sharing tools, call monitoring software, and AI-driven insights to provide real-time feedback.

Contact Center 52

Contact Center Coaching Feedback Personalization 52

ProProfs Blog

JUNE 3, 2019

You should encourage them to read, exercise, and be enthusiastic about the customers while interacting with them via live chat for customer service. Trying to understand the cause that leads to this issue and replicating it is an important exercise for strengthening both the product and customer’s trust. Collect Feedback.

B2C 150

B2C Feedback B2B SaaS 150

CCNG

AUGUST 16, 2023

Is there an option to provide feedback after several months of use? Surveying shouldn’t be a feel-good exercise in your company – it needs to be taken seriously by every person to truly make the voice of the customer alive in your organization. There are pitfalls to this strategy. Has the product arrived yet?

Surveys 195

Surveys CCNG Airlines Consulting 195

Vistio

JANUARY 27, 2025

Use tools like role-playing exercises or AI-based simulators to: Present nuanced customer issues. Provide feedback on both the process and outcome. Foster a Culture of Autonomy: Encourage agents to take initiative by: Setting Clear Boundaries: Define areas where they can exercise discretion and when escalation is necessary.

Scripts 52

Scripts Coaching Contact Center Feedback 52

CX Accelerator

DECEMBER 31, 2018

Have the boss of the Supervisors do skip level 1 on 1’s with the Reps to understand how they feel and provide feedback loop to the Supervisors. Anything you want more feedback on?What She even includes several exercises in the book. Here are some sample questions that work well in this scenario: Best part about working here?How

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Vistio

JANUARY 13, 2025

The Pitfalls of Classroom and Mock-Call Training Traditional training methods, such as classroom sessions and mock-call exercises, can only take agents so far. With customizable scenarios and immediate feedback, these tools allow agents to practice, learn, and improve on-demand.

Scripts 52

Scripts Contact Center Feedback Customer Experience 52

Calabrio

APRIL 11, 2025

Reviewing Customer Feedback: Use customer interaction data to determine your audiences most common concerns and biggest needs. This nesting phase can include supervisors, evaluators, or dedicated coaches providing immediate feedback, guidance, and support to reinforce learning and help build confidence. Ask: What are customers saying?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

TeleDirect

FEBRUARY 7, 2025

Feedback: Providing appropriate responses that address the customers needs. Increases Positive Customer Feedback Customers who experience active listening are more likely to leave positive feedback, improving Net Promoter Scores (NPS) and customer satisfaction metrics. Why Active Listening is Crucial for Call Centers 1.

Call Center 62

Call Center Customer Service Agent burnout First call resolution 62

ShepHyken

NOVEMBER 9, 2023

You’ve never learned it all, and you never stop learning! By monitoring your team and offering useful and time-sensitive feedback on things like how to promote internet phone services , you can help your agents grow in a way that suits the company and reduces staff turnover rates. Help resolve more complicated issues.

Customer Service 149

Customer Service Management Feedback Chatbots 149

Customer Service Life

OCTOBER 13, 2020

This exercise reminded me of the time when we started this blog back in 2012. Ask members of your team to monitor your interactions and provide you with honest feedback. History lesson. I was about 12 years into a career in customer service, still trying to figure out what my career would be.

Accountability 185

Accountability Customer Service Coaching Contact Center 185

Myra Golden Media

JANUARY 1, 2019

When I facilitate customer service training, I’ve been working on content and exercises for a least 60 days. I have an online course I’ve arranged for you take and I will meet with you once a week for the next 4 weeks to provide feedback and coaching. Prepare for Coaching Conversations.

Coaching 195

Coaching Accountability Feedback Personalization 195

Outsource Consultants

MARCH 17, 2025

To assess communication skills during recruitment, implement role-playing exercises or mock customer interactions. For promising candidates, arrange in-person or video interviews that include role-playing exercises. Encourage open communication and employee feedback.

Call Center 67

Call Center outsourcing Education Consulting 67

ProProfs Blog

JANUARY 17, 2020

Negative Customer Feedback. Complaints are different than receiving negative customer feedback. On the other hand, you reach out to your customers and they give a negative comment in the feedback form – that’s negative feedback. Asking for feedback helps reduce this number. ” #3.

Customer Service 146

Customer Service Feedback Surveys Customer Support 146