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customer service training
What is a customer-driven training strategy?
13/12/2010 - 01:04
Derek Blackburn looks at how you can use your customers to provide input to your training needs analysis, strategy, design and measurement of success.
Dealing with difficult customers: Miss Flash
30/11/2009 - 06:34
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2 comments
In the third video in our series, we examine why it is important to be tactful when dealing with Miss Flash.
Video
Seven ways elearning can deliver dynamism to your customer service culture
30/11/2009 - 06:01
Service training is being cut. So how do you keep knowledge workers knowledgeable?
Where is customer service training going wrong?
23/11/2009 - 06:28
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2 comments
Learning & development expert Dr Peter Honey discusses the training issues facing customer service departments.
Dealing with difficult customers: Mr Yappy
16/11/2009 - 05:51
How do you deal with Mr Yappy - the customer who just wants to talk... often to the detriment of the other customers in the queue.
Video
The six essential skills of the modern super customer service agent
13/11/2009 - 06:04
The days of thinking customer service agents are unskilled are over - the modern agent must be multi-disciplined to meet customer demands.
Dealing with difficult customers: Mr Snappy
29/10/2009 - 14:01
In the first of a new series of video guides exploring customer service best practice, we look at how to deal with customers looking for a fight.
Video
Stephen Covey: Change culture for customer success
14/09/2009 - 10:53
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2 comments
One of the world's leading business experts, Covey explains how empowering employees can improve performance.
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