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. 

How to Handle Difficult Customers: A Survival Guide

how to handle difficult customers

Regardless of the industry you’re in, if you deal with customers, at some point in time you’re going to be confronted with a “difficult” one.But, here’s an important question to ask yourself. “Is the customer actually difficult, or are they merely upset?” Chances are the “difficult” customer is more likely an upset customer, and it’s your job to turn that frown, upside down. The good news is, you can do it in three steps!

DIY Customer Service Training… Is It Really That Easy?

customer service training

When it comes to fixing a breakdown in customer service, many companies tell us they decided to “DIY” it. It’s only later, when they realized that what had started as a minor problem had become part of their company culture, did they seek professional help.

5 Reasons Not to Hire a Customer Service Training Company

As a manager or business owner, you know that customers are your bread and butter. Serving them with a smile is all you need to do to keep them happy and coming back for more. But what about your employees, do they need a refresher course in politeness? You can teach them that!

You know what good customer service looks like, so it’s time to roll up your sleeves and deliver a customer service training skills class to your staff… how hard can it be? You don’t need to hire anyone, you’ve got this!