On-site training, virtual classrooms, instructor-led or self-paced training programs are all effective ways to achieve your training goals. Combine these proven behavioral change and development options with three important metrics…accountability, measurability, and reinforce-ability and you have created a great plan for training success.
“Customer Service Representatives need to be knowledgeable, courteous and pleasant when dealing with the Customer. So, stop focusing on technology only; in 2018 your Front Line Customer Service People will make the difference!”
- Nancy Friedman, President of Telephone Doctor Services
“Customer loyalty is STILL about the humans. Despite all the new industry buzzwords and CRM technology, in the end, customer relations in 2018 will depend, as it always does, on the Customer Service Representative.”
As someone who has delivered customer service and sales training to a variety of industries for the past 18 years, there is no better feeling than arriving at the training site and being welcomed with genuine smiles and excitement from the attendees – I love it when this happens!
Four months ago my wallet was stolen in Houston, TX. One would think this was a horrific experience, to be a woman alone in a big city without her identity, no money, credit cards, or the treasured post-it notes made by my nieces, and it was. But, that’s not what pushed me over the edge and made me absolutely livid. It was a lack of empathy and good customer service after-the-fact that suddenly threw me into a tailspin.
We are thrilled that Michael Bozzo, Senior Manager of Client Services for the US Tennis Open, shared with us some of the fun things that he does regarding team building and helping his group focus on the customer experience. Mike’s passion for delivering exceptional customer service was evident when we started partnering with the USTA almost six years ago and he continues use the training and reinforcement provided by Signature to build a culture of excellence. Thanks Mike for sharing.
Topics: Employee Engagement
I’m no handyman, and I have to admit that I don’t do much around the house. I leave most of that to my wife, Natalie. There are, however, a couple small jobs that I am trusted with – like taking out the trash.
I’d just finished presenting a project to my boss. My work had been adequate, but I could tell that it hadn’t exactly blown his socks off.