What are the factors that make a front-line employee as likeable and does this impact your business success? Here are just a few common sense factors that I have seen in my 25 years of observing and training customer service team members: Smiling and Friendly Attentive Knowledgeable about Products & Services Sincerely Willing to Help […]
Customer Service Training
Certifications to Build Customer Service Skills and Careers
The experts at Software Advice, an online resource for customer service software buyers, recently compiled a summary of customer service certifications that can be obtained by service professionals. As is true with any profession in a highly competitive job market, certifications can give a job seeker an advantage over their competitors.
Are You Planning to Get Engaged?
Whether you are single or married, you may need to get engaged this year! According to a recent Gallup Study on the State of the American Workplace there is a definite link between employee and customer engagement to customer growth and even to EPS.
The Two Sides of Customer Service Training
For any business to deliver good customer service, its employees must have both the attitude and the skills. The best companies know this, and through hiring and training make sure their employees have both.
Proactive vs. Reactive Customer Service
In preparation for a presentation to a client recently, I was asked to stress proactive vs. reactive service. They complimented their account reps on being very good at reactive, but saw the need to go to the next level and be more proactive.
Encourage Complaints To Improve Customer Service
Some companies track a monthly “complaints and compliments ratio” for each branch, store, department, country or station. This approach has a fundamental flaw when it comes to customer service training.
