‘How your ideal customer service training path should be?’ Whenever I ask this million-dollar question to new potential clients they change expression because they start thinking with a different perspective. So, since experiences speak louder than words, I’m going to tell you about my recent training support teams sessions. The reason why? I gave them [...]
I’ve recently carried out Digital Customer Service consulting and training activities for two clients. With both of them I’ve worked with their team members, letting them focus on live chat support. These two teams are now fully aware that handling live chat conversations like a pro doesn’t happen overnight. So let me show you what [...]
If you have a customer service team, it is likely that they feel pretty much under pressure right now. In fact the last couple of years upheavals have overstressed them more than once. To such an extent that for some managers, preventing the risk of their support agents burnout is now a priority! So if [...]
Technology is a great enabler especially when it comes to Digital Customer Service. However that’s not enough because customer experience perception is the result of each interaction. In fact when I carry out digital conversations assessments on behalf of clients I often find out dangerous behaviors by their support agents. Because show that the whole [...]
Every week I’m lucky enough to have conversations with customer service managers working in various industries. Despite such diversity, there’s a common ground that’s become a priority for the whole organization they work for: it’s called customer culture. So let’s find out where many of them get stuck in the mud, as well as having [...]
