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 […]
Customized Engaging Online Customer Service Training
Category: Customer Service
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 […]
4 Tips for WOWing Customers Who Experience Problems
Seven years ago I had a new oven delivered to my home. The Sears deliveryman quickly pointed out that there was a small dent on the right side of the oven. The dent did not affect […]
Some banks to offer overdraft grace
Some banks are now setting limits on overdrafts, voluntarily. Huntington Bank will now give a 24 hour grace period, allowing you to restock your account. US Bank, Bank of America, 5th 3rd, and SunTrust, among […]
How do I quickly give my agents good phone and customer service skills training?
Q. My agents are good at what they do. They know our products and policy up and down, but I am concerned about the level of customer service we provide over the phone. Can you share some telephone customer service tips I can use to train in a short segment (like a staff meeting)?
Myra’s answer to How do I quickly give my agents good phone and customer service skills training?
Stop Trying to Delight Your Customers
To examine the links between customer service and loyalty, the Customer Contact Council conducted a study of more than 75,000 people who had interacted over the phone with contact-center representatives or through self-service channels. Two […]
The #1 Turn Off for Your Customers (And How to Beat it)
What gets an unhappy customer’s blood boiling? What fuels negative word-of-mouth stories and sends customers to the competition? What is it that sets a customer off to the point that they upload a YouTube video, […]
What is the customer’s true motive?
Q. What do you make of customers calling to complain and saying they don’t want anything – they just want to “share feedback.” Do you have any idea of wheter sending them a travel voucher or […]
10 Good Customer Service Habits to Develop
1. Be enthusiastic. “Nothing great was ever achieved without enthusiasm,” said the very quotable Ralph Waldo Emerson. I believe this same principle applies to our communication with customers. The difference between a mediocre phone call […]
How to handle product liability claims
Q. I am a new customer Service Supervisor for a small company and I’ve discovered that the plant does not have a plan in place for how to respond to product liability complaints and claims […]
De-escalation Training for Customer Service & Soft Skills Training 