What is Customer Service?

Customer service is about listening to and responding to customers’ needs. Your relationships will suffer if you don’t constantly look for ways to improve customer service.

Customer service refers to the act of offering support to customers, both current and prospective. Customer service representatives are often available to answer customers’ questions via phone, chat, email, chat, or social media. They may also create documentation for self-service support.

We live in an experience economy. Customers expect high-quality experiences and not just products. Business has changed. Studies have repeatedly shown that customers will pay more for higher-quality experiences and that they are more likely to abandon a company if they experience poor service. Plus, every interaction customers have with your company builds or destroys their loyalty to you brand. No matter how you look at it – customer service skills are essential to your success.

86% of customers leave a company after a negative experience. This means businesses should approach every interaction with customer support as an opportunity for acquisition, retention, or up-sell. Customer service is the foundation of customer experience. This allows you to use it as an opportunity for customer delight and engagement.

How Do You Improve Customer Service?

You have probably been thinking about how to improve customer service for your employees. Customer service training is a collection of techniques that teach employees how to make every customer interaction memorable and valuable. It is an iterative process that involves gaining skills, competencies, as well as the tools necessary to ensure customers get maximum satisfaction throughout their buying journey. The best way to learn these skills, tools and competencies is online customer service training.

These are some of these points that you might learn during a Training Session.

• Empathy is the key to customer service skills. Empathy is a way to build a real connection with customers. Empathy allows you to share your enthusiasm and passion with customers, resulting in a smile that is infectious.
• What is empathy? It is similar to the Golden Rule: Treat others as you would like to be treated. This means that you should put yourself in the shoes of your customer.
• Empathy and patience – Customer service representatives must deal with a variety of customers. Some may be confused or annoyed, while others might have many questions. Customer service representatives must be able to communicate with each customer professionally and patiently.
• Excellent communication skills – Your employees must have confidence and excellent communication skills. They must be able communicate clearly and positively with customers.
• Customer service is possible only if you listen. Your employees should learn to listen by reminding them that customers are not finished with their sentences before they respond. Everybody wants to feel that someone cares about them and is available to help.
• Knowledge – Make sure your customer service representatives are fully conversant with your products, pricing plans, and services. It’s better to tell them, “I’ll be back to you after I check with our product team”, than to give incorrect information.

How to improve customer service.

Every staff member who comes in contact with customers must be able to deal with them. Every employee should receive customer service training. The training should be available to all employees. Because each member of your team should work to make your customers happy. Customers who are happy will give you the greatest opportunity to grow.

Excellent customer service professionals never stop learning. They are able to improve their listening skills and find new conversation starters. They also develop strategies for handling difficult calls.

Customer service is fundamentally about problem solving. You can only provide great customer service if you hire people who are passionate about solving problems and helping others. If you don’t give them the tools to solve the problems they face, it is not worth hiring problem-solvers.

Coaching employees can help them understand that active listening gives them the unique ability to make unpleasant situations more pleasant for their customers, their company, and their own satisfaction.

This notion is important for anyone in customer success and customer service. It should be a part of every interaction with customers, pre- or post-sale. There’s more. These skills and sentiments are essential for how we interact with customers. While each product or service may have a different set of requirements, certain skills will be more useful than others. We can guarantee you will be more successful if you master the skills we have outlined.

Search our site to see the customer service courses available

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What are Assertive Communication Skills?

According to the dictionary, assertive is “confidently aggressive” or “self-assured”. Assertiveness can be described as a communication skill that allows you confidently to express your opinions and views while still respecting others’ views.

Communication is a given. Communication is the heart and soul for both professional and personal relationships. Depending on our communication skills, it can either open doors to productive relationships and a positive working environment or close them. A confident communication style can allow us to achieve the things that we desire. It goes beyond that. Being assertive shows respect for others and ourselves. Confident people communicate that they believe in themselves. They aren’t too shy or too pushy. They are aware that their thoughts and feelings matter. They are confident.

What are the benefits of Assertive Communication?

People who are assertive make friends easier. They communicate with others in a way that is respectful of their needs and those of others. They are more adept at resolving conflicts and avoiding disagreements. Respectful people get respect back. 

We tend to be passive or aggressive when we interact with others regularly. Lack of self-confidence is often the reason for inappropriate expressions. However, assertiveness is not passive or aggressive. It is a balanced behavior. Assertiveness is the ability to express one’s thoughts and feelings in a direct, honest and right manner. Respecting others’ thoughts and beliefs is a way to defend your own.

It takes a lot of interpersonal and personal skills to be able to express your feelings and wishes effectively. As we interact with others, whether at work, home, or with clients, colleagues, or clients, assertiveness allows us to express ourselves clearly, openly, and fairly, without having to ignore or disregard others. You communicate assertively by acknowledging the feelings and wishes of the other person, and openly sharing your own. This communication style is very stress-free.

Aggressive communication can be stressful, as can passive communication. One of the parties involved will feel humiliated or threatened. You might regret putting your needs above the rights of the other person if you’re on the “strong” side.

Why is it that some people are assertive and others more passive or aggressive in their communication styles?

It’s partly about your personality. Another part is the habits and experiences we acquire. We also learn how to be assertive and passive from others, especially those who are our parents. It is about practicing communication skills and having the right attitude.

Consider which communication style (assertive or passive, aggressive, or neutral) is closest to yours. Next, decide if you need to be more assertive, passive or aggressive. You can become more assertive and less passive by paying attention to your thoughts, feelings, desires, and preferences.

These are the things you need to know before you can communicate assertively with others.

• You can express your feelings about a situation by using “I want” and “I feel.”
• It can be difficult to say no. It’s not easy to say no.
• You might find it difficult to believe that you can say no. But, think about what you will be giving up if you do. It could be precious time with family and friends, sleep, peace, or other opportunities. This can help you to stay motivated.
• It’s OK to admit that you need assistance. You not only show that you are comfortable asking for help, but also you model for others that it is okay to ask for it.
• Be open to receiving feedback and opinions from others. Consider feedback as a gift. It can give you insight that you may not have otherwise.
• Empathy is a powerful tool. Think about how others might feel in certain situations. People may experience the same situation differently depending on their circumstances. Recognise your feelings and perspectives, but still be clear about what you want from the situation.
• Pay attention to any sensations you feel in your body that could indicate an increase in your emotions. You might feel tightness in the chest, tightness in your stomach, knots in you stomach, buzzing in and around your ears, or restricted breathing.
• To counter the rising emotions, you can use self-talk (mentally).

Learn more by Browsing our site or training course directory.

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Why are Communication Skills important?

Without communication skills, a company or organisation can’t achieve success. Communication in the workplace includes both verbal and non-verbal communication. Communication in the workplace is important because it helps people to interact with one another and also improves productivity.

Communication skills are essential for life. Interpersonal Skills are skills that allow you to interact with people and groups and communicate well. People who have good interpersonal skills are able to communicate effectively with others both verbally and non-verbally. Communication can be defined as the transfer of information in order to achieve greater understanding.

Strong communication skills are essential for all aspects of your life, from personal to professional life. All transactions are based on communication from a business perspective. Communication skills are vital to enable others and yourself to comprehend information better and more quickly.

Today’s busy world relies heavily on information sharing. This means that communication skills are more important than ever. Effective communication skills, both verbally and written, are crucial for understanding and delivering information quickly and accurately. Communication skills are essential for a successful life.

Trust is built through effective communication. You can listen and accept different perspectives, which helps others believe you make the best decisions for everyone. This trust will be extended to your team by you being a role model and will make them feel like they can trust each other to carry out their responsibilities.

Communication is key to resolving conflict and preventing future ones. It is important to keep calm, ensure that all parties are heard, and then find the best solution for everyone.

Effective communication skills will enable you to communicate clearly with your team and set clear objectives. You need to be able to constructively point out problems and provide feedback to help people get back on track. They will be able to clearly understand their responsibilities and those of their coworkers, which will eliminate any confusion and conflicts.

Communication is key to improving relationships with your employees as well as with family and friends. People feel heard and understood when they listen carefully and give quality feedback. This fosters mutual respect.

People who feel more confident in their work, and have a better understanding of their work, are more likely to be engaged in their work. A recent study on the psychology of employee engagement found that only 15% of adults are satisfied with their employers. You can improve engagement and satisfaction among your employees by prioritising effective communication.

Understanding the roles and expectations of your team members will allow them to focus on their work more. Effective communication helps employees to resolve conflicts quickly and reduce distractions. These benefits result in greater productivity for both you and your employees.

Communication skills are key to creating positive workplace experiences for all members of your team. You can improve the work environment by making people feel heard and understood. Our Effective Communication workshop will help you improve your leadership skills and communication strategies. This workshop will show you how communication skills can have an impact on others at work and in your personal life.

Your communication skills will help you in all areas of your life, including your professional life and social events. Communication skills are essential for life and should not be underestimated. You don’t have to be a pro at communication if you want to improve your quality life. If you’re looking to get a job or a promotion at your employer, you will need to be able communicate well.

Communication skills are becoming more important as your career progresses. Managers and leaders need to be able to communicate clearly and concisely with others.

Effective communication skills will allow you to communicate effectively with others and make your presence known in meetings or discussions. Effective communication with colleagues is key to building trust and strengthening professional relationships. It can also help to increase productivity, build a sense of belonging, and foster a sense a community.

You’ll need to ask for information, solve problems, give directions, work in groups, and interact with clients and colleagues. Good human relations skills are crucial if you want to work together and build trust. You must also consider how you communicate with people from different cultures, since the workplace is becoming increasingly global.

Employers are looking for people who can think for themselves and use initiative to solve problems. They also want employees who are interested in the company’s long-term success. It is essential to not only be able do your job well but to also communicate your ideas on how to improve the products and services.

Top 10 Communication Skills

1. Listening

-One of the most important skills to have is being a good listener. It is not easy to communicate with someone who only cares about her own opinions and doesn’t take the time to get to know the other person. It’s difficult to understand what you’re being asked if you are not a good listener.

2. Non Verbal Communication

–Body language, eye contact and hand gestures all contribute to the message you want to send.

3. Clarity and Concision

-Before you speak, think about what you want to convey. This will allow you to avoid confusing or exacerbating your audience.

4. Friendliness

-You can encourage coworkers to openly and honestly communicate with you by using a friendly tone, asking a personal question or smiling. Be polite in your workplace communications. This applies to both face-to–face and written communication. Personalise emails to employees and co-workers if you can. A quick “I hope everyone had a great weekend” at email’s beginning can personalise the message and make recipients feel appreciated.

5. Confidence

-Confidence is essential in all interactions. Confidence shows coworkers you are confident and believe in your ideas.

6. Empathy

-Active listening allows you to tune in to your conversation partner’s thoughts and feelings, which can make it easier for you to show empathy.

7. Open Mind

-Communication is best when you are flexible and open-minded. Listen to the other person and understand their point of view.

8. Respect

-If you show respect for their ideas and personalities, people will be more likely to communicate with you. Making eye contact with someone, using their name and listening attentively when they speak will make them feel valued. Avoid distractions while talking on the phone and keep your eyes on the conversation.

9. Feedback

-Communication skills such as the ability to communicate well and give and receive feedback is essential. Supervisors and managers should always look for ways to give constructive feedback to employees, whether it’s via email, phone calls or weekly status updates.

10. How to choose the right medium

-It is important to know the right communication style to use. Some serious conversations, such as resignations, layoffs, salary changes, etc., can be difficult. Almost all conversations are best conducted in person.

No matter your job title or seniority, communication skills are vital. Communication problems can lead to a loss of efficiency, morale, and misaligned objectives. You can learn more by enrolling in one of our courses, training classes or programs or continue browsing our sire.

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What is the cost of Customer Service Training to your business?

It’s possible you have heard the expression, “Customer service doesn’t cost.” It pays. Forward-thinking companies understand the importance of investing time and money in training their employees to provide excellent customer service.

According to the dictionary, investment is “the expenditure of money with the objective of making profits.” While many businesses invest in developing products and advertising, some fail to recognise the importance of training employees to provide excellent customer service.

This is a sure-fire way to disappoint customers and reduce customer satisfaction. The lack of investment in your support staff. Continue reading to learn more about how customer service training can impact your business and how you can get started.

Customer service training is a way to teach support staff the skills they need to improve customer satisfaction. This includes teaching customer service skills, product details and using customer service software to ensure the best possible experience across all channels.

For young employees or those who are new to customer service, it may be necessary to provide training in order to become familiar with the basics of their job. It’s a good idea for more experienced employees to offer continuing education and development.

CSRs and frontline employees can benefit from training on topics like phone etiquette or how to deal with difficult customers. You don’t need a trainer if your company is small or you don’t want to spend the time, there are many online courses that can be accessed at a fraction of the cost.

Why is Customer Service Important?

Your business’s customer service is important because it retains customers and extracts greater value from them. Businesses can recoup their customer acquisition costs by providing excellent customer service. They also cultivate loyal customers who refer customers to them, serve as case studies and provide testimonials and reviews.

A 5% increase in customer retention can translate into a 25% increase in profit. Repeat customers are 67% more likely to spend with your brand, which in turn means that your business will have to spend less.

Next, consider what customer service behaviors you can use to make the greatest impact on customer actions.

Your customer service training will impact customer satisfaction, even though it is directed at employees. It’s not good to speak with rude or uninteresting customer service representatives. But investing in customer training could help change that. Your employees will learn the basics of customer service and be able to provide excellent service.

Although these issues (and others like them) can be avoided, companies must go beyond the call of duty to discover what employees want and then deliver it. This is something that the best companies understand. Richard Branson famously said that customers are second and employees first.

How Can Your Business Benefit?

There is more to investing in employees than just good feelings. It’s a great opportunity for business.

It’s a benefit. Employee development can be viewed as a benefit and is something that employees consider when looking for a job. Hourly workers are not always entitled to the same benefits as salaried employees in larger companies. Employer development is a way to gain a competitive edge over similar jobs and salaries.

It builds loyalty. Loyal employees won’t be prone to quit. This is what employee retention means. Employees feel valued and loyal when their employer offers training and development.

It improves your reputation. It is a great way to build a reputation as an employer who cares enough about training employees. It is easy for people to know who is a good employer, which can impact sales and the hiring process.

It attracts good people. You can attract people who want to improve themselves by offering training, continuing education and conference attendance. This is the employee you want to hire.

Employee development prepares your employees for promotion to manager or daily worker, and also shows you which employees are most qualified for that promotion. It is better to learn about your strengths and weaknesses while training than on the sales floor talking with customers.

Employee development is a way to keep your employees interested at work and prevent boredom. This removes the boredom that comes with a monotonous job.

You know that confident, engaged, well-trained employee we were talking about? They will do more for you over the long-term. Employees will become more productive and competent, which will help you save money. Employee development can also increase output and sales. It doesn’t matter what, it’s good for your bottom-line. That’s why many business owners consider employee development an investment, not an expense.

It is a fact that good training takes money. You want your employees to take part in the training you offer. If you don’t know if your trainees will be able to use the learning that you have created, why invest in learning and developing?

These two points may seem to be a strong argument against training. However, you should still do it. It doesn’t matter if your workers are not required to attend the training you offer, but having good training materials on hand is essential. Your brand, customer experience, and your contractors’ hunger for learning are all important.

Learn more about Customer Service Training here.

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What exactly is Customer Service Training?

What exactly is customer service training? Customer service is an essential part of a business that is focused on meeting the requirements of its customers. The definition may be narrowed down to the concept of meeting customer needs. With this in mind, the focus is on how best to do this. Customer service training improves customer satisfaction and service. It is an ongoing iterative process which involves teaching new skills, competences, and other tools necessary to improve service and satisfaction with customers so that they derive greater value from offerings and services.

Customer service training is a way to teach support staff the skills they need to improve customer satisfaction. This includes teaching customer service skills, product details and using customer service software to ensure the best possible experience across all channels.

Customers will often first interact with your staff. Your staff is the first person customers will see when they visit your business or brand.

Employees need Customer Service Training. First, training employees in customer service will help them be more successful in their job. Customer service is an important part of your organisation’s culture. It is crucial to set the tone and share resources and tools that will continue to build your service culture.

Excellent customer service is essential to your success, no matter how big or small your business. All customers deserve the same level of service, regardless of whether they are potential clients, existing clients, or just asking for directions. Your company will be judged by the customer within minutes of contact. Therefore, it is important to ensure that all staff members are prepared to assess each customer and their interactions with you.

Customer service is often overlooked, despite its potential to improve buyer satisfaction and alter people’s perceptions of an organisation. Many businesses view profit as the most important thing. This means that training focuses on sales staff and how to close more deals.

Customer service extends beyond the purchase point. Customer service covers all aspects of the customer’s experience before, during, and after they purchase a product or service. Customer service training is a great investment because it can improve the way that a business serves customers and bring in more money. It can be difficult to find time to train when everyone is working so fast to get the sales. It can pay off if companies invest in customer support staff.

Why is Customer Service Training so Important?

Why is training so important for a business? Here is where honesty and earnestness play a key role in employee training. Effective learning systems must be both efficient and effective. Training issues can arise when the former is absent. Great learning systems require a lot of thought on both the user and administrator sides. Administrators can do as much as they like, but how much will the learner retain? How can customer service representatives be convinced that they have learned the right things? What is a great learning program? How will turnover look if our learning system succeeds It fails.

Customers now consider customer service to be a key differentiator before purchasing. Recent research shows that customer service will become even more important by 2020 than the cost of goods and services. Many companies don’t realise that their customer service is failing. Recent research found that 88% of organisations believe they offer superior customer service. Surprisingly, only 8% of customers feel the same. 

Keeping track of what customers frequently complain about is the only way to find out. If you don’t have a customer complaints department, train customer service representatives to keep track. If representatives are asked a question or receive a complaint multiple times per day, they should make a note of it so that they can study it in the future. To help representatives deal with the more complex customer service issues, follow-up training is possible.

Your bottom line can be seriously affected by poor customer service. Negative customer experiences can cost companies more than $40B in annual revenue.

Many organisations don’t realise that poor customer service can damage their reputation and cause them to lose customers. Implementing a customer service program can help to avoid all of these problems. Your employees will be able to deliver exceptional customer service, which will help you increase your profits, brand loyalty and attract new customers. High-quality customer service businesses earn between 4% to 8% more than their competitors.

To be successful in the marketplace, customer service is essential. In the past, people would choose which company they did business with based upon the price or the quality of the product or service. But today, the driving factor is often the overall experience.

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New Personality Plus Training Course

Your personality type will be the driving force behind who and what you are as a professional. This is why it is so critical that you have this type of assessment taken before you start your own business. Taking a personality assessment  like the Personality Plus Course will help you understand yourself and learn more about yourself and your skills. The more you know about yourself, the better you will be prepared to deal with the problems that will come up in your own business. When you are ready, the course can teach you how to use these skills in your own business to make your business the success that you want it to be. It can help you define and identify the personality types that are working in your business. The course is a tool that will show you which type of personality you have.

It does not matter what type of personality type that you have, a personality assessment like the one you can take online using the Personality Plus Course can help you understand yourself better. When you look at yourself, you have to ask yourself, “What is my true nature?” What do you really value? What kind of person are you? By answering these questions honestly, you will be able to figure out your true personality type.

Personality Plus can give you a great advantage over other applicants if you are looking for a job. By  understanding more about your ability you can then select the right type of work, you will be able to get ahead of the competition and be more successful. Personality Plus will open many doors for you and allow you to be more influential in your career and in your life.

Participants will be able :

• Understanding the personality and definition of each personality quadrant is important: The Perfect, The Powerful and The Peaceful.
• It is important to understand how each personality works in sales and leadership.
• To be able accept, understand and interact with each personality in a respectful manner
• Ability to develop based on each personality strength and overcome individual personality flaws

The Personality Course is a program that will help you improve your teaching, coaching, leadership and personal life. This simple personality tool will help you see your strengths and weaknesses, as well as those of your family members, friends, or team members.

The DISC assessment is a powerful yet simple tool for understanding people. It can be difficult to understand human behavior. Behaviour and personality can be misunderstood at home and work, which can lead to stress that affects your work productivity. A simple 7-minute DISC test is all it takes to unlock the key for better relationships, conflict resolution and motivation.

While managers tend to place emphasis on knowledge and skills when building teams, management professor Jeff LePine suggests that personality should also be considered. LePine was one of the first to publish papers and conduct research linking personality to team performance. His research showed that personality plays a significant role in individual performance but even more so for team performance.

The training course will be offered as a one on one webinar with one of our instructors.  Contact our team for more information.

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Paramount Workbook Design System for Your Business

We have been hard at work and are releasing a new workbook design system. The system itself is a self help and intuitive system to help you provide our editing team with more information about your specific needs.

It has a range of features such as:

• Personalisation Options
• Business Requirement Solutions
• Self directed questionnaire with optional changes based on your selection
• Colourful examples and choice for design
• Plus much much more.

The Difference Between Bespoke and Off The Shelf Training

It is clear that a custom-designed or bespoke course offers a distinct advantage over an off-the-shelf one.

While off-the-shelf courses are easy to deploy, custom or bespoke courses take more time to create and then deploy. Although bespoke courses are more costly due to initial development costs, there would be no recurring licensing fees. Many businesses will find that e-learning solutions available off the shelf are sufficient to provide all their needs and more without having to spend extra on customisation.

Prepackaged solutions can be purchased and customised for the broadest audience. Businesses can have these courses up and running in a matter of minutes. The vendor will also handle the design and testing. These solutions are ideal for training on general topics, since the courses are designed by industry experts to conform to compliance standards. They’re also more affordable and favoured by smaller businesses with less budgets.

The inevitable downside is that standard solutions are not tailored to your specific business model or workflow. This means that the content may not meet your training goals as well as custom-designed courses. A bespoke approach might be better if your needs are more specific than an off-the shelf option.

Training is not a one-size fits all approach. Many organisations have a unique training requirement that cannot be met by either open courses or off the shelf training programs.

The single greatest benefit of a customised training program is its relevance. You can tailor the course to meet your corporate needs by choosing a bespoke option. This includes the content, learning materials, vocabulary and values.

“Bespoke” is defined as “something made specifically for a customer or user”. A Tailor might make and sell clothing bespoke to the order of a customer.

A bespoke training course is one that is designed to focus on specific skills and subjects. These skills and subjects are often more applicable to one business area. These courses are intended to assist employees and individuals in gaining training on specific areas that will benefit them in the future. They can save time by not having to take a course that covers more general information about business. This will allow them to learn the information they need to tailor their business or work field.

As the name implies, custom or bespoke courses are made specifically to your requirements.

It can be daunting to train. Complex. It can be confusing. It doesn’t have it to be.

We are here to help. Our world-class training programs will help you understand it all. Our courses are accessible and interactive.

Our bespoke service can be tailored to your training needs and is cost-effective and easy. We work closely with clients to understand their learning goals, review the course content, and discuss options for adapting it to your context, case studies, or other documents. Then, we match you with one of our skilled trainers.

Call one of our Account Managers to discuss your high-level skills and create a customised training program.

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