Introduction Customer Service Training Course: Fill & Download for Free

In The EndThis is one of my favorite songs by Linkin Park, and I'm not over-fastidious about my music. That is to say, a dearth of dedicated WiFi bandwidth in my childhood trained me to commit myself to the delectable tastes of the more fortunate half of the world that contributed generously to provide seeds on torrents. It has resulted into my metamorphosis into an evolved being that respects the WiFi and refuses to exploit its powers, now that I have unrestricted access to a magnanimous 50MBPS internet plan.It was close to six years ago that we decided to upgrade to a WiFi connection from the cables and dial-up connections that seemed to give the place a Stone Age-esque look. In a few days it was up and running and we marveled at the beauty of cutting-edge technology. Little did we know what was to come.A few months in, I realized the speed was not quite what it used to be. Now, I was aware the billing cycle commenced on the fifth of each month and it was the sixth that day. So MTNL has a 24/7 helpline where, fortunately enough, executives actually pick up on the other end. Bewildered by the drop in speed, I dialed the fateful number that was to become an integral part of my daily routine, and asked them to check the connection. They said they would check it out and let me know. And that was the origination of my tryst with MTNL, WiFi speed, and destiny.Over the years - and I repeat, years - I have called that solitary helpline up more times than I have called my own mother, father and brother combined. If I'd have been part of that coterie of seventh-graders that were privy to the world of dating and had a cell-phone *cue oohs and aahs from other intrigued seventh-graders* then I'm pretty sure my then-girlfriend would have broken up with me out of sheer suspicion. The frequency of my calls was such that if it hadn't been a toll-free number, I wager I'd have ended up selling the clothes off my back to pay for them. Of course the calls had no effect on the speed of the WiFi. The month passed with false assurances of the "system having a problem" and the "network connection having issues". And my WiFi remained devoid of the speed force (watch "The Flash", if you want to understand the reference). We tried everything, from opening tickets, raising complaints, to protesting in their offices. We called their technicians home more than we called our own relatives during the year, but to no avail.Days passed by, turning into weeks, months and finally years, before we finally decided to follow their instructions and replace the entire WiFi line that came into our house. We bought a new router, much to the annoyance of my mother and glee of my father. She felt it was a waste of money. He agreed, but being a software engineer, there's always that lure of upgrading your lives into a new technological standard coupled with the desperate need for faster WiFi that led us to install CAT5 cables and overhaul the entire internet setup in the house. To our utter disappointment, we found no difference in the speed whatsoever. Frustration levels rose with the advent of more members of the family into the world of WiFi with the introduction of more smartphones into the family.The final confrontation with MTNL occurred when we decided to switch to another service provider and called up MTNL for understanding the necessary procedure. They asked us what the issue was and upon summarizing the various Volumes in the MTNL saga, she asked me to hold for a minute.I told her with wry laugh, "I've been waiting six years, ma'am. What's another minute to me.""Thank you for staying on line, please check the internet speed once and let me know"A futile exercise that I've been through more times than the number of breaths I've drawn (probably not a hyperbole), but what the heck. Let's give it another shot. My eyes popped out of their sockets when I saw the speed graph. It was an emotional moment. After all these years of waiting, it was finally right in front of me. I wouldn't put the possibility of a few tears behind me, but I managed to contain myself and uttered in a shaky voice, "Ma'am ..... how?""Sir, actually we had listed you correctly under the x MBPS plan, but somehow the system had been providing you the (x+6) MBPS plan so it never renewed monthly and your speed was always slow. Sorry, Sir."Six Years. I can't even.

Customer service training teaches employees the knowledge, skills, or techniques they need to deliver effective and efficient customer service. Here are the key reasons why it makes sense: The Complete Guide to Customer Service Training (incl. Ideas, Games, Videos and Programs)The guide also provides comparison of proven program you can use to deliver outstanding customer service training:Culture of Services: New Perspective on Customer Relations – edXAn 8-week course to teach your team members about the difficult dynamics of customer service - your participants will learn to co-create value during extended customer interactions.Customer Service Advantage – Bonfire TrainingThe product gives your team members the opportunity to improve their overall performance while they focus on six specific skills that will create desired customer experiences.A+ Customer Care – WorkLifeBalanceA great option if your team need to improve their ability to identify and resolve customer needs,Call Center Customer Service – Universal ClassAn accredited 6-month class that acts as the perfect introduction to working in a call centerSupport Professional Training – Service StrategiesA course that focuses on the resolution of technical problems while maintaining impeccable customer service skills.Customer service training comes in many shapes and sizes. A range of factors will influence the training method you choose. Here are just some of the most common training methods:In-person seminars and coursesOnline interactive coursesBooks and training materialsOn-the-job mentorshipsA range of factors will influence the training method you choose, the preferences of your team and your budget are usually the most important.

Customers want to know that they are paying a reasonable price for good quality items, and they want to do it with as little hassle as possible.There are many challenges that physical retail stores face, but there are many solutions available as well.Difficult to comparison shopOne of the great advantages of online shopping is that you can comparison shop to find the lowest prices easily and quickly. Google Shopping[1] has made this a sublimely simple task. Search for any item and you can instantly see prices for 50+ stores.[image of price comparison shopping for a GoPro on Google]The technology is already in place to make this possible in a physical store. It would go a long way to allaying customer doubts about making the decision to buy to allow this functionality easily and quickly in the store.Currently, anyone can download a barcode scanner app to my phone and check prices for comparison.[2] However, doing this depends on having 4G or WiFi in the store as well as being a technology savvy customer. It would be simple to put this ability in an in-store bar code scanner conveniently located throughout the store.Making price comparisons easy is a proven technique. Just look at the success of Progressive.com[3] . If a customer could come into the store secure in the knowledge that they can easily check other prices right from the store, it would be a huge boon to physical retail shopping.[image of the comparison search page from Progressive.com]Limited access to product researchAnother area where physical retail stores suffer is the inability to do extensive product research in the store. Consumers today want to know, intimately, about the positive and negative aspects of each option before making a commitment to buy. They want to read reviews from others who have purchased the product, to see all the product specs which may or may not be listed on the package, to read technical reviews, etc.Many shoppers will do extensive research online, then visit a physical store for the final check of touch and feel. There is even a term for this trend: webrooming.[4]But what happens when a shopper is at the store and stumbles across a product which they had not previously researched and now, come face to face with it, suddenly realize that they want it and want to know which one is the best for them to buy.Again, the technology is available and the information is out there. It is a simple matter to bring it into the store. Imagine a customer service kiosk where customers can be directed to relevant websites to review research. In the computer section, links can be prominently available for PCmag and TechRadar. In the kitchen goods area, access can be easily made available to GoodHousekeeping. Of course, Amazon is invaluable in all areas for product research.Inefficient or unpleasant customer serviceCustomer service should be a huge advantage to physical shopping, but it all too often isn't. In a 2012 study published in USA Today, 8 of the 9 companies identified as having the worst customer service were physical retail stores. On average, online sellers scored better in customer service.[5]Retail stores should take heed and revamp their customer service policies and practices. According to Forbes, some of the worst customer service mistakes include poor hiring decisions, poor training, inflexibility, and lack of preparation.[6]Some companies are turning this around, though. For about two years, I have been shopping at Kroger, and I am always impressed by their customer service. The other day I went and was standing in front of the margarine selection. After a few minutes a nearby employee who was stocking asked if I needed help.I explained how my favorite margarine had recently changed it's recipe and was no longer delicious. I wanted to try something new but couldn't make up my mind. We talked a little about the pros and cons of the various options, then he did something shocking and amazing. He reached in his pocket and took out a sticker, wrote "free" on it and slapped it on one of the options I had been considering. "Here," he said, "give it a try."[image of a sticker marked "free" on a tub of whipped butter]Yesterday, I went to Kroger and picked up some bags of pita chips marked "buy one, get one free" But when I checked out, the discount wasn't applied. I took my receipt and my bags to the customer service counter and told him about my problem. "Here," he said as he scanned the bag, "I'll give you both for free." I was amazed and I commented on how awesome it was. He let me know that they had a new customer service policy that allowed the individual employees to be flexible like that.And it's not just me that's noticed, Kroger recently made the list of top retailers for customer service.[7] It is not possible for an online retailer to ever take notice of a customers indecision on a personal level and offer any sort interaction. That type of customer service is only available to physical retail stores and it should be taken advantage of.Long checkout linesWhen shopping online, there is no such thing as a checkout line. Once a decision is made, one can immediately pay. But this is a big issue with physical stores, so much so that there are even a "queuing theory" for how to choose a check out line.[8][image of bored and impatient people waiting in line]Some physical retailers approach this problem by employing enough cashiers that a new lane can be opened whenever lines get too long, and they have a manager watching to make sure this happens. Some provide a ton of self check out areas for people with fewer items.But Walmart is taking it one step further. They are testing a new "scan & go" system which will allow customer to scan their selections as they fill their cart.[9] I am not sure how they will be implementing this as details are scarce, but it brings to my mind a scanner attached to a cart with a build in scale similar to the system that self check out locations use, essentially a mobile self check out. Bags could even be provided easily on the cart for mobile bagging. Customers could have the option of using a mobile check-out cart or a traditional cart and standard check-out.Limited selectionIt is impossible for a physical retail store to have the selection that can be found on the internet. However, there are many things that can be done to make up for this lack.Customize the selection for the location of the store.Do market research to determine what shoppers in the area need and want and make sure to provide those things. For example, in rural Ohio, a salt lick for deer is a popular item - not so much in Chicago.Partner with an online seller to supply items that customers can't find in storeIf an item isn't in stock, it would be a great service to be able to help a customer find where to get it. I can imagine that an internet seller (especially one less well known) would appreciate the references from a trusted source.Limited cargo space in customers vehicleIt can be a struggle to fit everything you want into a small car. Just today I would have spend $40 on a chair if I could have stuffed it into my Kia Soul. How easy would it be for a physical retail store to offer delivery services? Even small stores can hire a guy with a van to make deliveries and charge the customer a flat rate for the service. Customers may even buy extra large items to make the delivery rate worth it to them.[image of two chairs strapped dangerously to the roof of a small car]Stores with online counterparts can offer shipping from their warehouse and let you pay in-store with the rest of your order. Larger items often have flyers attached which include the bar code and product description which can be used at check out. Or, the IKEA method of writing down and item code could be employed.There are already startups offering delivery services to retail stores:4 Startups Helping Local Retailers Offer Same-Day DeliveryTo sum up, there are many innovations physical retail stores can employ to compete with online sellers:Enable comparison pricing and produce research in storeCapitalize on the ability to provide face to face customer serviceEase the pain of checking outPartner with an online retailer to expand selectionOffer delivery servicesFootnotes[1] Google Shopping[2] The 11 Best Shopping Apps to Compare Prices[3] Progressive Auto Insurance - An Introduction[4] More consumers are ditching online shopping for physical retailers[5] 9 retailers with the worst customer service[6] The 10 All-Time Worst Customer Service Practices[7] Kroger top among supermarkets in customer service[8] Which checkout line is the fastest?[9] Building a Better Shopping Experience