Customer Service Training
Article Index
Customer Service Training
1.1 Characteristics of Good Customer Service
1.2 Why Is Customer Service Training Important?
1.3 So You Want to Be a Great Service Manager?
1.4 The Two Sides of Customer Service Training
2.1 Examples of Customer Service Awards
2.2 Top 10 Companies with the Best Customer Service
2.3 Welcome to Excellence Customer Training Provider
2.4 Government Service Quality Award
3.1 Dubai Duty Free Offering World-Class Service
3.2 Government Service Quality Award Winner
3.3 Five-Star Benchmarking Project on Paramedic Education
3.4 International Leader in Customer Service - Samsung
3.5 International Leader in Customer Service - Disney
3.6 European Contact Centre and Customer Service Awards Winner
3.7 Top Customer Service Training Videos
4.1 Creating Value through Customer Journeys
4.2 The Handbook of Quality and Service Improvement Tools
4.3 100 Customer Service Statistics
4.4 The Entrepreneurs Guide to World-Class Customer Service
4.5 The Five Myths of Effective Customer Service Models
5.1 Technology-Based Training for Customer Service Staff
5.2 Phone Techniques for Excellent Customer Service
5.3 Dealing with Unhappy Customers
5.4 Apple Employee Training Manual Reinvents Customer Service
5.5 Three Customer Service Techniques You Need to Keep in Your Toolbox
5.6 Customer Service Workshop
5.7 Conflict Resolution Tips for Excellent Customer Service
6.1 Customer Orientation Self-Assessment
6.2 Customer Satisfaction Measurement Guide
6.3 Customer Service Surveys
6.4 Customer Metrics
7. What do business leaders say about customer service training?
This report outlines the best practice research undertaken by BPIR.com in the area of customer service training. The best practices have been compiled under seven main headings. This layout is designed to enable you to scan subjects that are of interest to you and your organisation, quickly assess their importance, and download relevant information for further study or to share with your colleagues.

In This Report

  1. What does customer service training entail?
  2. Which organisations have received recognition for excellence in customer service training?
  3. How have organisations reached high levels of success in customer service training?
  4. What research has been undertaken into customer service training?
  5. What tools and methods are used to achieve high levels of success in customer service training?
  6. How can customer service training be measured?
  7. What do business leaders say about customer service training?


The Definition

Customer service is what companies give to their customers before, during, and after the purchase of goods and/or services. There are essentially two types of training in the provision of customer service. The first refers to developing traits or characteristics such as professionalism, politeness, promptness, personalisation, enthusiasm or friendliness. The second refers to developing technical knowledge or know-how, depending on the products or services offered. To be a good customer service agent, you need to have the characteristics and the technical ability to solve problems and enhance the customer experience.

The Stage

Customers are the reason businesses exist and flourish. It is therefore essential for businesses to value their customers and to understand and act upon their needs. Failing to do so may well lead to them losing customers to the competition and, ultimately, put the survival of the company at risk. In the public sector, poor customer service can result in complaints and, in extreme cases, law suits. These can have serious consequences: not only wasting taxpayers' money, but giving a poor image of the government both at home and internationally. Developing a service-orientated culture not only helps prevent these serious consequences, it sustains and grows a business. Research clearly shows the strong positive correlation between customer service and bottom-line profits. That is why the most successful organisations are the ones who train their employees well. This ultimately means they have the most satisfied customers.

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