Kate Tammemagi
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Telephone Skills Training – the Structure of an Effective Telephone Call
Every telephone contact is important, and training your staff in handling each call professionally and effectively is essential. Telephone skills training should be done in short sessions on an ongoing basis. Refresher training is good for all. The Objectives of Training The purpose of training is twofold: 1. To refresh our purpose with Callers, and our goals on each... (posted by Kate 1 year 39 days ago.)
Every telephone contact is important, and training your staff in handling each call professionally and effectively is essential. Telephone skills training should be done in short sessions on an ongoing basis. Refresher training is good for all. The Objectives of Training The purpose of training is twofold: 1. To refresh our purpose with Callers, and our goals on each... (posted by Kate 1 year 39 days ago.)
Customer Service Role-plays, designing a Customer Service Training Module
Using customer service role-plays in a training module is very effective both for new staff and for existing customer service staff. New staff get an opportunity to practice your typical interactions and scenarios in an environment where they can try again to perfect their approach and skills. Existing staff can move back from running on automatic, to heighten awareness and refresh... (posted by Kate 1 year 229 days ago.)
Using customer service role-plays in a training module is very effective both for new staff and for existing customer service staff. New staff get an opportunity to practice your typical interactions and scenarios in an environment where they can try again to perfect their approach and skills. Existing staff can move back from running on automatic, to heighten awareness and refresh... (posted by Kate 1 year 229 days ago.)
The Objectives in Managing People - People Management
People management is a complex role and there are many different competencies and skills required. The new Manager or Supervisor will have a much higher chance of succeeding in managing their people, if they have a clear understanding of the overall objectives, specific goals and success vision in people management. The new Manager will generally have great expertise in the technical side of the... (posted by Kate 1 year 248 days ago.)
People management is a complex role and there are many different competencies and skills required. The new Manager or Supervisor will have a much higher chance of succeeding in managing their people, if they have a clear understanding of the overall objectives, specific goals and success vision in people management. The new Manager will generally have great expertise in the technical side of the... (posted by Kate 1 year 248 days ago.)
The Definition of Exceptional Customer Service
A clear definition of exceptional Customer service is important for any business. When is a Customer service experience exceptional, when is it BAD and when is it good, but NOT exceptional? Everyone knows that Customer satisfaction and keeping the Customer happy is important. To many people in business, however, these maxims are very vague and not clearly defined. A business, large or small, that is fuzzy in... (posted by Kate 1 year 283 days ago.)
A clear definition of exceptional Customer service is important for any business. When is a Customer service experience exceptional, when is it BAD and when is it good, but NOT exceptional? Everyone knows that Customer satisfaction and keeping the Customer happy is important. To many people in business, however, these maxims are very vague and not clearly defined. A business, large or small, that is fuzzy in... (posted by Kate 1 year 283 days ago.)
What is a Good Customer Focused Attitude in a Customer Service Person?
We often hear that it is important for any Customer Service person to have the RIGHT attitude. It is important that Customer Service agents do not have a BAD attitude to the Company, the Customer or, indeed, to their role. Identifying a bad attitude in someone is easy; we see it all the time. But what is the ideal focus and attitude? This article will help identify a positive... (posted by Kate 2 years 159 days ago.)
We often hear that it is important for any Customer Service person to have the RIGHT attitude. It is important that Customer Service agents do not have a BAD attitude to the Company, the Customer or, indeed, to their role. Identifying a bad attitude in someone is easy; we see it all the time. But what is the ideal focus and attitude? This article will help identify a positive... (posted by Kate 2 years 159 days ago.)
The Importance of Role-play in Customer Service Training
Customer Service training is vital for anyone who interacts with Customers. This training does not have to be given by an external Customer Service specialist trainer, though this is often useful. However, it is important that the training is totally relevant to this particular group and that role-play is a key part of the Customer Service Course. Many external Customer Services Courses are... (posted by Kate 2 years 173 days ago.)
Customer Service training is vital for anyone who interacts with Customers. This training does not have to be given by an external Customer Service specialist trainer, though this is often useful. However, it is important that the training is totally relevant to this particular group and that role-play is a key part of the Customer Service Course. Many external Customer Services Courses are... (posted by Kate 2 years 173 days ago.)
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