Don’t Turn Your Holiday Workers into Grinches

Training Your Seasonal Employees in Effective Communication Skills Is Still Mission Critical. It’s probably your busiest time of year. It’s always an opportunity not only to make sales but also to cement new relationships, creating new customers and loyal followers for your brand to last throughout the year. Depending on your business model, however, you may be leaving most of … Read More

Emotional Intelligence: Personalize Your Customer Service

There’s a large misconception of the term intelligence in our society. The idea of intelligence goes beyond aspects of analytical thinking like test scores, thinking ability, and IQ. Above and beyond the traditional notion of intelligence, you can also gain emotional intelligence. We recommend that anyone who works in customer service gets proper training in this type of “smart.” Why? … Read More

Stop Calling Me “Hon”

“How can I help you, hon?” “Can I get you anything else, dear?” “Have a good day, sweetheart!” These are the kinds of phrases and pet names you might expect to hear from your significant other, but they would probably be uncomfortable to hear from a complete stranger. Yet, these and other terms of endearment are used by customer service … Read More

Positive Voices Create Positive Customer Experiences

We’ve written about why customer service representatives need proper training to become effective and knowledgeable ambassadors for your products, but equally important is the way they communicate this information. Specifically, there is likely room for improvement in your employees’ tone of voice when speaking to customers.  According to Psychology Today, a generalization can be made that 55% of communication consists … Read More

The Advantages of Customer Service Training

Whether or not you believe the old adage “the customer is always right,” the customer service experience your business provides has a substantial effect on your reputation and bottom line.

Game Changers – Key Takeaways for Improving the Customer Experience

Game Changers - Key Takeaways for Improving the Customer Experience

Did you know that most organizations currently rate their Customer Satisfaction Score at 3.8 on a scale of 1-5? That means there is definitely room for improvement. Now more than ever, improving customer satisfaction comes down to appropriate training. With more points of consumer and company engagement like your website, marketing or social media, your front line representatives must be … Read More

What is Customer Service Phone Training and Why Do You Need It

customer service phone training

Solid and effective communication is the foundation of customer service: the words we use, voice tone, active listening, and non-verbal cues like eye contact and body language convey the messages that we send. But, when we communicate via telephone, we can’t rely on non-verbal cues; that is why Customer Service Phone Training is so important.