customer service training

What is a customer-driven training strategy?

13/12/2010 - 01:04
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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 - 2 comments
Miss Flash
In the third video in our series, we examine why it is important to be tactful when dealing with Miss Flash.
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Seven ways elearning can deliver dynamism to your customer service culture

30/11/2009 - 06:01
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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 - 2 comments
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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
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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.
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The six essential skills of the modern super customer service agent

13/11/2009 - 06:04
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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
Angry
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 - 2 comments
Stephen Covey
One of the world's leading business experts, Covey explains how empowering employees can improve performance.

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