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Developing your people to enhance your customers experience

7 Fantastic Resources for Customer Service Trainers

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David

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This week we’ve decided to rest our typing fingers and invited our very good friends at PhoneCoach (www.phonecoach.com) to reach out to our readers with a few gold nuggets to inspire you to even greater learning success.

The lovely Mandy Stephens, Head of Sales at PhoneCoach, has listed her Super 7 online resources including the latest videos, research, infographics and news to inspire and entertain learners and trainers working in customer service. Some crackers here – enjoy!

1. Customer Service Training 101 – quick and easy techniques that get great results
The whole 239 page book shared on Slideshare. Includes everything from creating a good first impression to creating the right attitude. Not the easiest format to read, but it’s free – so can’t complain about that!

2. The First 20 Hours – How to Learn Anything
Josh Kaufman’s entertaining TEDx talk addresses the terrifying idea that it takes 10,000 hours to learn a new skill – and shows a method to get it down to 20 hours. Good news for trainers and learners alike.

3. Customer Service Training Infographic
Overview describing six ‘Exceptional Customer Loyalty Experiences’ – namely resourcefulness, courtesy, proactive service, seamless service, trustworthy service and attentiveness.

4. The Power of the Voice
Training Journal feature by David Joseph urging companies to invest in ‘the endangered art of call answering.’ Cites research that 70% of people admit making enormous assumptions about how a business operates based on the first call.

5. Summary of Which? UK Call Centre Survey
Telegraph news article summarising a recent Which? survey ranking call centres based on staff knowledge, phone menu system, politeness, helpfulness and waiting times. Includes the interesting statistic that 90% of those surveyed said that UK companies should operate UK call centres…food for thought?

6. The Secret of Disney’s Success and Yours video
Three-minute video clip from leadership and customer service guru Doug Lipp on how Disney trains its staff to listen out for ‘themes’ in order to enhance customer service. Something to think about next time you’re talking to Mickey Mouse.

7. 40 Inspirational Videos in 2 Minutes Video
Need to inspire your learners – or indeed yourself – quickly? This fun video condenses inspiring words from no less than 40 movies, apparently. Have a sweet if you can identify all of them.

Our thanks to Mandy and we hope you enjoy these resources as much as she clearly did researching them.  Let us know what you think, and if you have any others we can share.



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David

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As co-founder of First Impression Training David is passionate that all organisations can quickly achieve positive bottom-line impact when the customer experience is placed at the very heart of a business culture. You'll often hear him say "It's not rocket science" and his sleeves-rolled-up approach ensures FIT achieve results for our customers - FAST!


Hello...I'm Marie Cross!

Marie Cross

...and I'd love to include you in our growing list of readers who are discovering new, practical ways to develop remarkable service in their call, contact and customer service centres.

If you'd like to receive regular updates on developing world class customer service in your contact centre then simply complete the form below, click the button and you'll receive a regular flow of ideas, hints, tips and techniques straight to your inbox.

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