VIDEO – Customer Service Training 101: How to Build a World-Class Program

After building your customer-centric culture and learning how to properly recruit exceptional customer service employees you must then build your world-class training program.

In this video, I explain how to build a training program that will provide your employees with the education they need to exceed your customer’s expectations.

By watching this 3 minute episode you will learn:

  • How to develop “micro learning” to increase knowledge retention
  • The type of content your training program must have
  • What Learning Management Software (LMS) to use

Be sure to watch until the end of the episode as I ask my “Question of the Episode.” If you like the video, I would greatly appreciate if you did the following (it will only take you a moment):

  • Subscribe to my YouTube channel. There are many more videos coming very soon.
  • Comment on the video. Let me know your thoughts, comments and questions.
  • “Like” the video by clicking the thumbs up icon.

Marello-Webinar-Testimonial

Video: How to Hire Motivated Customer Service Employees

 

Delivering an amazing customer experience isn’t reserved for only customer service employees, your entire organization must be committed to it.

In this video, I share tactics on how to hire employees who have a customer-centric mentality.

By watching this 3 minute episode you will learn:

  • What an employee muse is
  • How to create a highly targeted recruiting strategy
  • Ways to stop asking predictable questions when hosting interviews

Be sure to watch until the end of the episode as I ask my “Question of the Episode.” If you like the video, I would greatly appreciate if you did the following (it will only take you a moment):

  • Subscribe to my YouTube channel. There are many more videos coming very soon.
  • Comment on the video. Let me know your thoughts, comments and questions.
  • “Like” the video by clicking the thumbs up icon.

Michael Schneider inline

Video: How Any Employee Can Improve their Customer Service Skills

 

While in my early 20’s I got a job as a customer service agent working within a call centre. I didn’t grow up aspiring to be a call centre agent but I recognized that it would be a springboard to other career opportunities (if I applied myself).

In this video I share how I was able to get promoted four times in just under six years. I also share ways that I continuously improved my customer service skills as an employee which has led to a fulfilling career.

By watching this 3 minute episode you will learn:

  • How you and your team can learn from top performers
  • Ways to do more than just the minimum
  • Why management can’t be responsible for developing everyone

Be sure to watch until the end of the episode as I ask my “Question of the Episode.” If you like the video, I would greatly appreciate if you did the following (it will only take you a moment):

  • Subscribe to my YouTube channel. There are many more videos coming very soon.
  • Comment on the video. Let me know your thoughts, comments and questions.
  • “Like” the video by clicking the thumbs up icon.
 MF-banner-ad-blog-gofourth-final (1)

How Machine Learning Can Improve Social Customer Service

 


I wasn’t planning on writing this post but Twitter sent me a notification that Hunter Walk and many other tech influencers and VC’s started following someone called @TayandYou.

I was intrigued.

Who was @TayandYou?

As described in her Twitter bio, @TayandYou is a property of Microsoft and their AI family.

Tay

@TayandYou is powered by machine learning which is technology still in it’s infancy – a couple years away, in my opinion, from becoming mainstream. The way machine learning works, among other ways, is that the more it is used the smarter it gets. Essentially, it analyzes keywords, experiences and transcripts after each interaction.

Whenever I experience something new I always ask myself,

“How can this help customer experience?”

I suppose it’s a habit of my trade. So, naturally, I asked myself this question and started tweeting at @TayandYou. Here’s how our conversation went (I might have a date this weekend).

tay2

As you can see, it’s very good. What immediately caught my attention was the response times – it’s instantaneous. We know that response times in social customer service matter a lot so this checked one box.

Instead of asking her if I’m handsome will I one day be asking her when my pizza will arrive or to bring me my laundry?

We have technology like this today that act as early indicators that an ecosystem is developing. Two pieces of technology that is leading the pack, at least from a PR perspective, is Amazon, with Alexa, and Operator which has their artificial intelligence and machine learning working behind the scenes.

Then @TayandYou started showing her inexperience in human interaction (moving too fast?).

tay3
Okay, I will (I chose this picture to see if the coffee mug would throw her off).

tay4

tay5

Interesting. How did she know I was younger than 40 years old? Face recognition? Searching my online profiles? She didn’t recognize my customer service question very well but , either way, this is still good. Again, the response times were immediate.

Finally, one last thought provoking interaction with @TayandYou.

tay6Isn’t this what community managers do today (move conversations off timelines)? She started the sentence with “Yo!” This doesn’t bother me but it would bother my mother. I wonder if @TayandYou recognizes that because I’m of a younger demographic communicating with me this way is a personalized experience.

This is how I would like to receive social customer service. The primary reason is because the service level is very fast and that’s what I want when I’m delivered customer service through social channels. I would never want a robot making me a cocktail at a bar because I want the human interaction in that scenario.

I believe we are in the early days of humanotic robotics, machine learning (something I’m talking about in my keynote in Israel next month) and it’s relationship with customer experience.

Machine learning isn’t new. Zendesk announced it’s machine learning and predictive analytics feature last week. Service also has intelligence to help deliver a better customer experience.

For me, this is very exciting times and I’m anxious for machine learning to get smarter.

I have a question for you.

I’m a millennial and study emerging technology a lot. Do you believe that this type of technology will speak to an older demographic? I asked a colleague (someone who is 50+ years old) her thoughts on @TayandYou and she said,

“It’s weird.”

Do you think it’s inevitable or a too futuristic? Let me know in the comments below and share the post with your colleagues.

Update: I released the post and I guess it caught @TayandYou attention. As mentioned, I think it needs a bit of work (and social skills).

tay7
Her response *slow clap*.

tay8

Update #2:

It’s getting smarter – even got the emoji in there.

tay9

Update #3:

After @TayandYou went viral, Microsoft announced it’s artificial intelligence chat bot.

Update #4:

Microsoft has now deleted the account, here’s why. I’m not changing my stance on artificial intelligence helping serve customers in the future. As I mentioned, we are years away from this becoming the norm. The Ai will get better.

4 Simple Ways to Get Your Customers to Fill Out Your Survey (Without Incentives)

Some companies don’t use customer surveys within their business for a number of reasons. One of these reasons is that they don’t believe their customers will respond.

Your customers aren’t responding because you’re not putting enough effort into it. Here are four small tweaks you need to make to immediately increase your customer survey response rates.

  1. More visibility: If you ask for in-store feedback then put the survey box in a high traffic area. Please understand I think all programs should be digital, not via a comment box, but I recognize some companies aren’t there yet. If you ask for feedback through email then change your email subject line. Make it fun and eye catching. Having “Survey: We Value Your Feedback” as your subject line will get you next to nothing.
  2. Advance warning: Leverage your frontline employees to plant the seed with the customer early in the relationship to make them aware that you will be asking for feedback. Let the customer know that you desperately need this feedback to continue delivering an amazing customer experience or to fix what’s broken.
  3. Timing: Make sure you are asking for feedback proactively and at the right time. For companies that operate a face to face business, try and collect as many email address and telephone numbers as possible. Whether you ask for feedback in person, phone or email you should aim to have the survey completed shortly after the customer experience. Doing this will allow you to recognize amazing customer service throughout your company and handle customer complaints immediately.
  4. Mobile: If you’re anything like me, I use my mobile phone for nearly everything including responding to surveys. Ensure that your survey is mobile responsive to make it an easy user experience for your customers.

Tip: For companies that are business to business survey your customers once a quarter or twice a year.

Double tip: In the beginning, don’t give out incentives to customers to fill out your survey. You want feedback from customers who are genuinely trying to help you not ones that are only trying to help themselves.

Triple tip: Use Net Promoter Score for all your customer survey needs.

Question: What one thing could you tweak to your current feedback process to increase response rates?

You May Also Like: Why Customer Experience Is Top Priority For These CEO’s [VIDEO]