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.

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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.

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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.
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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.

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@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).

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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?).

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

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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).

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Her response *slow clap*.

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Update #2:

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

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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.