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How to set expectations with customer service reps

Inside Customer Service

I asked a group of customer service leaders how they typically set expectations. Conclusion Set better expectations with customer service reps by doing three things: Communicate clearly Verify understanding Gain agreement Learn more about being a customer-focused leader by visiting this resource page.

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Customer Service Foundations Training Plan

Inside Customer Service

This training plan is for customer service managers and trainers. It helps you use the Customer Service Foundations course on LinkedIn Learning with your team. It also helps experienced customer service pros refresh their skills. Access to Customer Service Foundations for all participants.

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How to measure customer service skills

Inside Customer Service

Hiring, training, and giving feedback would all be easier if you could accurately measure customer service skills like rapport, listening, or empathy. The analyst would have had an easier time if she could focus on the specific skills that made someone seem friendly to a customer. You might face that problem, too.

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Why customer service trainers should avoid learning styles

Inside Customer Service

Even worse, using learning styles can have a negative impact on your customer service training. I usually got it right to the mild amusement of my learners. Years later, I was chastened to learn my hocus-pocus wasn't real. Learning styles don't exist. I don’t want you to make the same mistakes I made.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. JUST RELEASED! Soft skills training stands out as a priority area of investment and/or improvement.

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How to convince managers to reinforce customer service training

Inside Customer Service

You're a customer service trainer. You care deeply about helping employees develop customer service skills. The manager delegates customer service training to you and expects you to do all the work. Fun fact: my Customer Service Tip of the Week email was born out of one of these discussions.

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Top 10 Customer Service Stories of 2022

Shaun Belding

The 2022 list of best customer service stories was a tough one. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog. Not only were there a lot of stories to choose from, but a great many of them were stories of great kindness. Shaun Belding | www.beldingtraining.com.

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New 2023 State of CX Survey Uncovers Work From Home Misalignment

The Northridge Group’s State of CX 2023 Part II research report reveals that nearly 50% of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. JUST RELEASED!

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NEW! 2023 State of CX Research Report Just Released!

Check out The Northridge Group’s latest CX research report—the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall experience!

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The State of Customer Experience 2023 Research Report

The Northridge Group’s 7th annual State of Customer Experience 2023 report resulted from surveys of 1000 customers and 250 business leaders and features insights that businesses across all industries can use to benchmark their Customer Service and improve the Customer Experience.

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2021 State of Customer Service Experience Report

The Northridge Group's State of Customer Service Experience report provides a clear message to businesses. Today’s consumers are shopping online more now than ever, but find the service experience inadequate. Download the report for more insights into the latest customer experience trends.

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The New Tech Experience: Innovation, Optimization, and Collaboration

Speaker: Paul Weald, Contact Center Innovator

No matter what industry you're in - healthcare, customer service, sales, and more - it’s easier than you think to reduce wait times, monitor sentiment, and provide enhanced self-service options for all of your users.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

Don't miss this exclusive event! Register today and receive FREE GIFTS from Steve after the webinar! 🗓 Thursday, January 11th, 2024 at 9:30am PST, 12:30pm EST, 5:30pm GMT

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Ramping-up Your Digital CX Strategy: Adaptation of Omni Channel and Conversational Support

Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author

Learning objectives: Review and pinpoint challenges in your CX strategy Learn how SaaS products are changing CX and UX Recognize and personalize your customers' needs and preferences Setting your DCX goals Best practices for implementing a customer-centric digital strategy and ensuring seamless interactions across channels The role of conversational (..)