What does a man in the desert need most? In my onsite classroom customer service training sessions, I ask my participants to imagine they’ve come across a man stranded in the desert. “What do […]
Customized Engaging Online Customer Service Training
The Top 3 Things Most Companies Miss When It Comes to Creating a Customer-Focused Culture
Many organizations talk about creating a customer-focused culture, but few companies actually set up and sustain an authentic customer-focused culture. Culture is about more than new customer service training, employee empowerment, buttons and mugs, and […]
Three Steps For Creating Effective Call Center Measures and Reports
I came across a really good article on creating effective call center measures and reports. If you’re needing to create valuable reports for management and forecasting, this may help you: Three Steps For Creating Effective […]
How do we get call center agents to buy-in to a quality call monitoring and coaching program?
Hi. We’re looking for ways to create buy-in among our call center agents for our quality call monitoring program. Myra’s answer to How do we get call center agents to buy-in to a quality call […]
7 Soft Skills to Transform Your Customer Experience Over the Telephone
This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. The lead-in, step 1, gets calls started on a positive note. Steps 2-6 […]
What is a good target for call abandonment for a large call center?
Myra’s answer to What is a good target for call abandonment for a large call center? Call abandonment is extremely tough to forecast and truly, there is no industry standard for acceptable levels of […]
The Issue is Not the “Issue.” It’s how the issue is “handled.”
Here’s a “throw-back” customer service training video from our early years. But the point remains relevant today. Most times, the problem the customer experienced isn’t the issue at all. The company’s response to the presented […]
Make “WOW” a Part of Your Culture (Whoa, Nellie! Have We Got A Surprise For You!)
Last summer I ordered a pair of running shoes from Zappos.com. Shipping is always on the house at Zappos when you go with standard shipping. That’s a big WOW for me and it’s one of […]
Who Says There’s No Free Lunch?
Two years ago I walked into my client’s office for the first time for an exploratory meeting. The aroma of deli sandwiches and fresh salads was in the air. I spotted a buffet table surrounded […]
“How to Handle Difficult Customers” Training Kit for corporate trainers
How to Handle Difficult Customers In-House Training Kit Everything You Need for a Total Complaint Handling Training Experience Get your training materials now and equip your employees to deal with difficult customers with diplomacy and […]
De-escalation Training for Customer Service & Soft Skills Training 