5 Ways to Grow a Culture of Customer Loyalty
How does new hire training hatch great customer service representatives? Sure, hiring the right people is a critical starting point but, as I learned from Graham Kingma of WIND Mobile, being unafraid to try some rather unorthodox customer service training can produce a real bonanza of benefits. WIND Mobile, a Canadian start-up, is Canada’s fourth mobile service provider. I just saw a video post of Kingma talking about how his organization built their call center from the ground up.
Posts Tagged ‘customer service training’The Real Value of Customer Service ClassesMay 10th, 2010 by Monique Castillo“Do I really have to attend class? I already know how to help our customers.” Customer Service Starts With Your StaffMay 4th, 2010 by Peggy CarlawI just read an interesting article in Inc. by Tali Yahalom called “How to Improve Your Company’s Customer Service.” In it, she says that improving your customer service starts with your staff. She then goes on to talk about establishing service levels, using online tools like CRM systems, etc. I agree with Tali. These all pale in comparison to her first point: having the right people talking with customers and the right people in front-line supervisory positions. Seminars, Training in Class, and E-Learning: A Valuable ComparisonApril 13th, 2010 by Peggy CarlawWith only so many training dollars to go around, those who need to improve the knowledge and skills of their customer service and sales employees must make some choices: send the employees out to a public seminar, train them together in class, or have them learn on their own in an e-learning environment. What’s the best choice? What Customer Service Skills Are Most Valuable?March 29th, 2010 by Vasudha DemingAt Impact Learning Systems we’re frequently asked which skills are most valuable for customer service — and most essential to include in a customer service training session. The honest answer is this: Skills are of secondary importance. Customer Service 101February 18th, 2010 by Peggy CarlawCustomer Service—the Customer’s WayWhile driving down the road the other day, I heard the following commercial on the radio: Engaging Customers in a Networked WorldFebruary 8th, 2010 by Malcolm CarlawThere’s a view of sales and customer service evolving in social networks that goes beyond selling or supporting the features and functions of products or services; it’s about engaging customers and giving them a voice. Back in the stone age, these communities were called users groups; now they’re called online communities. It turns out that engaging customers is good business and network technology is a perfect tool to get them engaged. Doing More With LessFebruary 8th, 2010 by Seth BricknerHere’s the good news: The fact that you are reading this likely means that you’re still employed. While others in this current economy may find themselves unemployed, your company’s management continues to believe in you and your ability to help it achieve its goals. Trickle Down Stimulus Money Hits Call CentersSeptember 28th, 2009 by Malcolm CarlawLast week I was helping a workforce development company put together a proposal for a Federal Grant to train service reps for call centers. I find the program commendable and thought I’d write about it. The grant in question was the Pathways Out of Poverty program offered by the Department of Labor under the 2009 Recovery Act. The grant is targeted at low-income families entering new careers. There’s approximately $150 million available for local and national programs. Never Rest on Your LaurelsAugust 10th, 2009 by Peggy Carlaw
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Some companies just never stop trying to improve. 
