Setting New Year’s resolutions for your organization is a great exercise in growth, though keeping them can take real effort. As you look into the coming year, make sure you’re viewing your organizational goals with 20/20 vision. Instead of looking outwardly at how a shiny new software could help your sales, you may think about improving your internal assets: your … Read More
Case Study: Improving the Service Culture
One of our clients in the Shared Services/Financial division of a global medical supplies organization knew they needed to improve the service culture of their division. Since the organization employed approximately 700 staff in three U.S. locations, they sought Bonfire’s guidance and training. The customers of this division were often internal customers (coworkers), with some departments working with both internal … 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
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
DIY Customer Service Training… Is It Really That Easy?
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.