How to Teach Prioritizing Customer Issues
Demanding, especially unreasonably demanding, customers can frustrate customers service staff who aren’t trained to deal with it. What can we do to make these situations less stressful?
Tag: Topic Customer Service
The Customer Call Back—Easy to Do, Big Benefits
Employees that work in customer-focused industries or roles can often feel overwhelmed. Let’s face it–customer service can be tough. People rarely call to tell you what a great job you’re doing. It’s to let you know something is wrong or to vent frustration. For many in these roles, these experiences can make it uncomfortable to […]
Encouraging an Ownership Mentality in Your Employees
Ownership is a concept that is often difficult to engrain in employees, particularly junior or newer employees. It’s easy for employees to catch a case of not-my-jobism when they haven’t been taught the importance of ownership. This is a problem in any business environment, but it can be particularly damaging when it impacts customers. For […]
How Can Learning Opportunities Improve Customer Service?
As Empathica, Inc. (www.empathica.com) looked for ways to make its core product more mobile, its software developers went out to talk to clients in their restaurants and retail stores. “We sent small, collaborative teams into the field to see how people wanted to use this,” says Gary Edwards, executive vice president of Client Services. ‘Walk […]
Engage Employees for Great Customer Service
Empathica, Inc. (www.empathica.com), a leading provider of customer experience management solutions, is committed to employee engagement—internally and externally. The company employs approximately 100 employees at its headquarters in Mississauga, Ontario, and its offices in Alpharetta, Georgia, and Birmingham, England. Empathica’s PinPout (Perfect in, Perfect out) quality awards program was implemented several years ago to provide […]
Customer Service Training Begins with Hiring the Right People
As we learned yesterday, the ultimate success of any business derives from the attitude of its employees. Good-natured employees not only diligently carry out their assigned tasks, but do so positively and creatively. They project good feelings and may find solutions to customer problems even where solutions don’t currently exist. That’s something even the best […]
Do Employees Come First in Your Customer Service Training?
If you were a general fielding an army, you’d know that no matter how good your tactics, success in battle eventually will ride on the quality and morale of your troops. Business is the same, and especially that aspect of business in which your organization is most likely to run into “hostile forces.” That’s customer […]
Hands-On Training Educates New-Hires About High Service Standard
Every new hire completes the New Hire Training program for two main reasons. First, Zappos.com, a leader in online apparel and footwear sales, is a company that has set a high standard for service for both its internal and external customers, says Rebecca Ratner, former director of Human Resources. Second, no matter what their role […]