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.

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. 

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!

Are Your Training Habits Helping or Sabotaging You?

The simple answer to that question is “Yes.” Habits can both help and hinder. The trick is to determine which habits are the helpful ones and which habits are the ones that don’t help. Here are tips to jump start your journey to making sure your habits are working for you. TIP #1: Become aware of your habits. Habits are … Read More

Case Study: Improving the Service Culture

Client Challenges and Business Requirements The client wanted to improve the service culture of their division in the organization. This was the Shared Services/Financial division of a global medical supplies organization. There were approximately 700 employees in three U.S. locations targeted for the customer service development. The customers of this division were often internal customers with some departments working with … Read More