Today more than ever, excellent customer service is needed to retain customers. People are tired of spending hours on the phone with rude service people only to find their problems unresolved.

AI transforms training. AI is reshaping customer service training by helping agents develop problem-solving skills and emotional intelligence through realistic, adaptive learning environments. Agent ...

More businesses than ever are finding this the right time to invest in customer service training as we head into the post- (or, I should say, nearly post-) pandemic era. And they’re right to want to ...

Customer service games can add spice to a training program. I ought to know, I wrote the book! Unfortunately, I've seen too many games used just because ... well, I'm not sure why. The game was fun, ...

In the hospitality and catering industry, customer service training is arguably the most vital category of instruction that management and employees ever receive. Businesses in this field include ...

When you manage customers' questions and problems well, they reciprocate by coming back, spending more and becoming loyal to the brand. Is delivering good customer service worth the effort and expense ...

Training customer service employees doesn’t have to be too difficult or time-consuming. I recently wrote a post that demonstrated how performance checklists can be used to quickly create highly ...

In the past month, I’ve been asked to write about the ROI on customer service training by three different publications. In one of the articles, I made a comment that resonated with many of the readers ...

An effective knowledge management strategy can improve many business functions, especially customer service. In an age where organizations have access to massive amounts of customer data and ...

Do you want to reduce employee training time, increase training effectiveness, and help employees gain experience and confidence? While many companies still provide traditional classroom training, ...

Online cashier training options provide an introduction to the range of skills cashiers require, including cash handling, basic sales training, customer service and an overview of key calculations, ...

We have all been in situations where we have been treated poorly by a food server, service manager, receptionist or product installer. The end result of such an encounter is typically a vow to never ...