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The Customer Service Training Institute

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 […]

Zootopia Customer Service

November 18, 2018 @ 3:04 am
by infowhsecsti
Great Example of what not to do while serving customers!

How to See Customer Objections As an Opportunity

November 17, 2018 @ 3:04 am
by infowhsecsti
It happens. You’re not going to make 100 percent of the people happy 100 percent of the time. In my business, when we’re faced with a challenging customer, we call it an “opportunity.” That’s literal by the way. I’ve been in business for decades and in sales since I was a kid, and one of the key things that all good salespeople learn is that you want to know principal objections because as you address the complaints, it gets you closer to a yes. But, sometimes you also have to address the issues from a customer that is not satisfied […]

Phone Training. Phone Skills by Canity

November 17, 2018 @ 3:04 am
by infowhsecsti
Don’t just answer the phone, master it with Phone Skills by Canity (www.canity.com) Powerful Phone Training for your staff from world renowned Customer Service Guru, Kym Illman Training material for new staff members to watch as part of their induction or reinforce existing strategies with all staff members. For other tips on phone training and other customer service techniques don’t forget to visit the Messages On Hold Social Media Portal at blog.messagesonhold.com.au

How Leaves, Icicles and an Old Bridge Can Complicate Commutes

November 17, 2018 @ 3:04 am
by infowhsecsti
How Leaves, Icicles and an Old Bridge Can Complicate Commutes Every day, it seems, New Jersey Transit delivers bad news — trains are late, or worse, canceled. But the reasons can vary. An examination of the language — like “slippery rails” and “annulment” — and what those excuses actually mean.

5 Customer Experience Mistakes – Grant Rant #88

November 16, 2018 @ 3:04 am
by infowhsecsti
http://www.GrantCardone.com/ -5 Customer Experience Mistakes What Customers Hate – Why Customer Service Sucks – Sales Training Expert Grant Cardone discusses the top 5 phrases customers hate and how to improve customer service. Don’t allow your customer service to fall into the pits of negativity otherwise you’re losing time, money, and more customers. I strongly suggest you emulate and take my advice in order to better service your customers.

Today’s New York News: The M.T.A.’s New Approach to Customer Service

November 16, 2018 @ 3:04 am
by infowhsecsti
Today’s New York News: The M.T.A.’s New Approach to Customer Service Wednesday: Meet the Metropolitan Transportation Authority’s new station managers, and Climate Week NYC.

Soup Keeps the Hungry Beast Satisfied

November 16, 2018 @ 3:04 am
by infowhsecsti
Last week we meet two other couples, all long-time friends, for dinner at a local restaurant. We chatted, looked over the menu and placed our orders; none of us ordered an appetizer. We had plenty to talk about, as we had not seen each other for some time – news about families, vacations, and a little catching up on other friends (OK, it was gossip) who were not there. Then one of us remarked that it seemed like we were waiting a long time for our meals and we were starting to get hungry. A couple moments later, the server […]