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?

5.1 Technology-Based Training for Customer Service Staff

Source: Technology Services Industry Association (TSIA), United States (date of information: 2016)
Link: Support Staff Excellence Program

Application/Key learning points: Support Staff Excellence is a powerful staff development programme. It has been designed to enable the delivery of a superior customer support experience by providing a critical service delivery resource. TSIA partners with customer support training authority MHI Global to provide online or in-class training and certification tests. These training and certification programmes focus on customer success, technical support, and field service for staff (as well as supervisors and managers). TSIA research has shown that strong employee development programmes are a key driver in achieving positive end-to-end customer experience; service delivery efficiency; lower staff attrition; higher first-call resolution; decreases in escalation; improved customer satisfaction; loyalty and retention rates; and, overall performance gains that reduce costs.

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