Category Archives for customer-service-training

Why Self-Confidence Matters in Customer Service

Why Self-Confidence Matters in Customer Service

One of the most overlooked aspects of great customer experience is the self-confidence of those who work with customers. Self-confidence is important because it is inextricably tied to competence. When frontline

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The Customer Is Always Right — Really?

This blog post is excerpted from Chapter 1 of Be Your Customer’s Hero: Real-World Tips and Techniques for the Service Front Lines. Let’s start with a quiz. It’s a simple one. Just fill in the blank

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What Is an Internal Customer? | Office worker handing file

What Is an Internal Customer?

One of the more popular concepts in modern customer experience thinking is the idea of the internal customer. But who exactly are internal customers, and why do they matter? An internal customer is anyone

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3 Themes for National Customer Service Week 2016 | Team

3 Themes for National Customer Service Week 2016

National Customer Service Week 2016 is just around the corner! Starting on Oct 3, National Customer Service Week is an opportunity for you and your team to shine a spotlight on the importance of customer

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How to Treat Customers: With Respect | Karate kids

How to Treat Customers: With Respect

You don’t have to be a customer service expert to know that respect is an immensely important part of customer service. In fact, we consider respect a cornerstone of any customer service philosophy,

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21 Ways to Not Make a Good First Impression with Customers | Employee smoking

21 Ways to Not Make a Good First Impression with Customers

Research on first impressions confirms two very fundamental facts: first impressions happen rapidly and subconsciously. The old adage is true: you never get a chance to make a first impression. Because

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How Customer Service Training Is Like a Hollywood Love Story | Lovers in Paris

How Customer Service Training Is Like a Hollywood Love Story

Love stories in the movies, whether in the form of romantic comedies or more sentimental Nicholas Sparks-esque vehicles, have one similar device: the movie ends when the two love interests finally get

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5 Ideas for National Customer Service Week 2015 | Team

5 Ideas for National Customer Service Week 2015

National Customer Service Week is coming up next week, October 5 – 9, so we came up with 5 ideas you can use (one per day) to celebrate with your team and your customers. (Looking for more ideas?

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5 Customer Service Lessons from American Ninja Warrior

As we close out season 7 of American Ninja Warrior this evening, I thought it would be fun to talk about Ninja Warrior and customer service. The Ninja Warrior competition has a number of parallels to

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Is Twitter THE Channel for Customer Service? | Twitter Bird on Key of Keyboard

Is Twitter THE Channel for Customer Service?

Twitter understands that it is often a channel for immediate customer response, and it is not only embracing its role as a customer service channel but beginning to focus on selling itself as an indispensable

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