Have you ever been on the phone with customer service and wanted to scream, “Put yourself in my position!”? You were asking the representative for empathy. You wanted them to imagine how they’d feel if they were on the other end of the line, feeling frustrated and helpless, because you knew they’d respond to you […]
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Your customer service training program must deliver clearly defined benefits through clearly defined training objectives. In other words, what do you hope to accomplish with customer service training? Identify Each Team Member’s Purpose In study after study about employee motivation, it’s clear that your team members need to feel a sense of purpose in their
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A basic part of customer service training is to teach how to be a better listener. In fact, one of the greatest gifts we can give to a fellow human is to be a good listener. A good training program will provide specific techniques a student can use to improve their listening skills. Being a
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Effective customer service training programs help your team members by challenging their pre-existing beliefs about how to define excellent customer service. The best training programs will ensure customer service reps understand how to treat customers and coworkers, introduce new ways of working with people and establish standards of behavior for your organization. Justification for the Customer
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IT customer service is crucial to your company’s success, whether you’re an MSP, a VAR, an internal IT department at a university or corporation, or any other organization providing IT services. Technical mastery is, of course, required. IT customer service mastery, however, is how you build successful relationships with customers and coworkers. As an individual,
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The top 5 customer service qualities of IT pros are exactly the same as the 5 principles of IT customer service success. The most successful IT pros understand that their career success is based on mastering both technical competence, their ability to master the technologies they support, and charisma, their ability to understand, get along
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Customer service training offers many benefits for IT departments and businesses. One of the most important benefits of such training is helping IT pros handle difficult customers and coworkers. If you’re an IT manager, executive, or business owner, you’ll improve customer retention and cut down on employee attrition when you provide your team with tools
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Like the character House on the TV series of the same name, there are a few IT pros who are exceptionally good at the work they do. They’re so talented and knowledgeable, in fact, that their employers and coworkers will tolerate poor customer service or interpersonal skills in order to gain the benefit of their
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Customer service training videos are a great way to present different points of view on how to deal with customers. In this post, we’ll review the five videos customer service professionals need to watch to improve their customer service skills. What is customer service training? Customer service training is the process of coaching individuals and
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Great businesses use outstanding customer service to earn customer loyalty. Loyalty ensures customers remain with the company for an extended period, developing a long-term relationship with their products and services. Internal IT departments also use good customer service to build good relationships with end-users. That, in turn, builds trust, teamwork, and improved productivity. Customer service
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