Most customer service training is way too superficial and misses many important skills What Should Customer Service Training Include? One essential in improving customer service and customer service skills is to ensure that your employees have the necessary skills AND knowledge to provide a satisfactory…
A list of possible customer situations customer service resps should be taught to deal with What Types of Customer Service Situations Should Employees Be Trained in and Prepared For? Customer service representatives need to be able to deal with both routine and non-routine customer service…
Compilation of the essential customer service skills every representative should be learning What Are The Most Essential Customer Service Skills? What are the essential customer service skills needed so that employees and customer service representatives can provide excellent customer service? There are a lot more…
By Bill Hogg Editor’s Note: Since I’ve done hundreds of customer service related training sessions, the importance of having managers involved and attending has jumped out at me. There are so many reasons for this. First, managers play critical roles in setting the tone for…
Examples of the Exercises Included in the Defusing Hostile Customers Workbook The Defusing Hostile Customers Workbook can be used with or without doing the exercises contained in it, but it’s best to take the time to do them. Each chapter has a set of exercises, and space to…
Generic customer service training for government staff is looked on as a waste of time, and “out of touch”, by employees who are forced to attend. Customer Service Training In Government – What Works, What’s Needed Q: When we talked about the challenges government faces…
