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The Customer Service Training Institute

Do You Give Good Telephone?

November 21, 2018 @ 3:05 am
by infowhsecsti
Has this happened to you lately? You call a company you want to purchase something from or want to get some information from. It rings. It is answered. The voice on the other end speaks with the same level of clarity and excitement last heard at the drive-up window of a fast food restaurant… “thanksforcallingxyzcompanythisisgeorgehowcanIbeofservicetoday?” Or maybe the name of the company you called has been mysteriously shortened. You thought you were calling Acme Widgets, Inc. but they answer “AWI” or even worse: “Widgets”? Or, maybe the person answering the phone just bit into a crisp, crunchy apple? Or, you […]

Explainer: Unraveling the Boeing 737 MAX Lion Air Crash

November 21, 2018 @ 3:05 am
by infowhsecsti
Explainer: Unraveling the Boeing 737 MAX Lion Air Crash The crash of a Boeing Co 737 MAX jet in Indonesia on Oct. 29 has raised questions on whether the manufacturer shared enough information with regulators, airlines and pilots about the systems on the latest version of its popular narrow-body plane.

Formula for Selling

November 20, 2018 @ 3:03 am
by infowhsecsti
What can you do to improve your sales immediately? What three traits do the greatest sales professionals embody? “Every person in every profession is a salesperson. Approach sales as an ongoing learning experience. We are continually learning the little things that make our careers as sales professionals.”– Zig Ziglar We have all encountered great salespeople over the years, but what leaves a lasting impression on us is the buying experience not the salesperson. Even though many sales professionals eagerly extol how great they are; sales professionals who last in their industry have these three traits. 1) They invest their time […]

Miniature Horses Are Welcome on Alaska Airlines (But No Snakes, Please)

November 20, 2018 @ 3:03 am
by infowhsecsti
Miniature Horses Are Welcome on Alaska Airlines (But No Snakes, Please) The airline has clarified its policy about which service animals are allowed on board. Mini horses, welcome to the club.

Customer Service in Training – Sample Call 2

November 20, 2018 @ 3:02 am
by infowhsecsti
Video created by Delonix Consulting This video is a sample customer service sales call – order taking. This video will help you have a better understanding of how to take customer service calls. jumpstart your BPO career by learning with us! Call (02) 623 1001 or 0917 563 8919 for details. #TrainingforCallCenter #CallCenterJobApplication #EasyEnglishTraining #BeACallCenterAgent

The Right Words at the Right Time – Customer Service Recovery for Hospitality Industry

November 19, 2018 @ 3:04 am
by infowhsecsti
Full Length Preview Available at: – http://bit.ly/2DmXyQV PREVIEW ONLY – NOT FOR TRAINING. Sometimes it is the newest or least trained hospitality employee who has the last clear chance at saving guest relations. One employee becomes the face of your organization when things go wrong. This practical and memorable program is specifically designed to empower leisure and hospitality staff with a clear checklist of Customer Service Recovery tools and techniques. From showing empathy and truly listening, to exploring with permission phrases and presenting options, front-line hospitality employees will learn how to match the signals they send to guests with the […]

Starbucks’s Tall Order: Tackle Systemic Racism in 4 Hours

November 19, 2018 @ 3:04 am
by infowhsecsti
Starbucks’s Tall Order: Tackle Systemic Racism in 4 Hours The coffee chain closed its U.S. stores for several hours to improve its image after the arrests of two black men at a store in Philadelphia brought heavy criticism.

Should You Really Be Handling Multiple Chats?

November 19, 2018 @ 3:04 am
by infowhsecsti
It’s hard to imagine any modern business operating without live support software on their website. Chat software has the advantage of providing instant gratification to the customers as it facilitates a real-time dialogue between the company and themselves so as to arrive at a solution quickly. But, it is a synchronous type of communication channel; meaning that it works only when both the customer and the chat agent are available together. This poses a limitation because if the visitor has a question but there is no agent available to answer, there is friction between the expectations and the reality. Your […]

Walmart Flexes Its Muscle Against Amazon

November 18, 2018 @ 3:05 am
by infowhsecsti
Walmart Flexes Its Muscle Against Amazon Walmart may be bruised by Amazon, but it’s learning how to fight back.

Does Your Merchant Account Stink?

November 18, 2018 @ 3:05 am
by infowhsecsti
One of my students today actually called my phone going absolutely nuts because he had a dispute from one of his long-term students. Instead of canceling their membership the proper way, a day after their last charge was made they disputed the charge telling their bank that they had canceled it. So, of course, the bank just gave them their money back and debited his account for the money. He went nuts because of this because he barely had any additional money in there at the time. He couldn’t understand why his merchant would take his money before the dispute […]