The Process of Breaking Bad Training Habits

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. For example, if you routinely take part in items in the “Don’t” category of training presentations, you may want to consider breaking those habits. Here are tips to jump-start your journey to making sure … Read More

Infographic: Customer Service Essentials

Now, more than ever, improving customer satisfaction should be a top priority for organizations. Customer experiences influence everything from: Buying decisions Repeat purchases Spend amount  Customer loyalty If your organization is looking to improve your customer service and spark meaningful change, then you need tailored and engaging training. Learn more about the impact of customer service on an organization’s bottom … Read More

Do You See 2020 in 20/20?

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

Emotional Intelligence

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”

Angry caller

“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

Happy customer service rep - Positive Voice

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

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.