Tag: Customer Service eLearning

Behind the Scenes with Our Customer Service eLearning

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This week has been dedicated to customized customer service eLearning for some of my favorite clients. Well, all of my clients are my “favorite.”

People often ask me how we put together our tailored online training for clients. So, I decided to take you behind the scenes. Read on to see how we create custom video training.

Join My Telephone Skills Online Training. Now in progress.

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How did 2017 go for you? Employees still struggling with how to control calls with unreasonable customers? Your customer experience still not where you know it needs to be? Still trying to get your people to convey empathy? I know. The struggle is real.

The real question is: how will you gear up to make 2018 better?

Let me give your people the tactics, skills, and inspiration they need so they can deliver experiences that make you feel proud.

I try to make my training easy – for you, your employees, and even for me, by offering it online. I still do onsite training, of course, but online training saves time and money. And it keeps me off of planes.

There’s no sense stressing over 2017’s results. Let me help your workgroup thrive in 2018.

Imagine 2018….

This is How You Communicate Empathy to Customers

4 Attributes of Empathy

There are four attributes of empathy, and I teach each of these characteristics in my Empathy eLearning course. One of the characteristics is communicate your understanding.

When your customer is upset, or frustrated, you could communicate your understanding this way:

2-Pronged Approach to Your Best Customer Experience Yet

The Best Customer Experience Your Brand Has Ever Seen!

This New Year my goal is to help you get to the best customer experience your brand has ever seen. We’ll do that by fiercely focusing on 2 areas:

1. Coaching, Feedback, and Accountability. In this area I want to give you the tools and plans that will build your confidence and skill in coaching your team to optimal performance, by addressing unacceptable performance and by holding employees accountable.

2. Friendliness, Empathy and Connection. I want to give you the tools and methods to position your employees to deliver a welcoming, warm and refreshing customer experience.

So, how exactly will these goals be met?