Security and customer care teams. The NATO phonetic alphabet is a requirement of the SIA training for security staff. It is highly valuable for all customer service and call centre employees How do you communicate with your customers? We have all had the call centre experience. On a phone call to a call centre and trying to make sure that the spelling of a name or address etc is correct. Then the person in the call centre starts saying things like "A for apple" or "T for tree". Great, … [Read more...] about NATO Phonetic Alphabet – SIA & Call Centre Training
Customer service excellence and customer service training is about more than just being polite! One of the challenges in many businesses today is improving “customer services”. We need to look at how organizations set up and manage their customer service teams. Often people that are customer facing are the most junior in the business. They have the least amount of job or life experience. They are often the lowest paid. Of course these are massive generalisations. But you get the … [Read more...] about From customer service training to great customer experience
Double standards by call centre staff & utilities firms with our data and our privacy Call centre data protection - suppliers that have our data claim they take this stuff seriously. But do they really? Is it just a one way street? do they honestly believe that data protection only works one way? we have rights about our data and need to be protective about it too. It's a busy afternoon. You get a call from one of your utilities companies. They introduce themselves...ok … [Read more...] about Call Centre Data Protection & privacy – take action to protect yourself now!
Cost effective customer service training Customer service training provision is often preceded by a lot of change in organizations. It’s a common situation. You have introduced a new IT system to streamline your operations. You have restructured to be as cost efficient as possible. You have implemented LEAN or other process based efficiency analysis strategies. Next step... customer service training. Many of us have seen the reduction of structured and strategic training decline over the … [Read more...] about Why front line customer service training fails to deliver
When it comes to customer service training, or anyone else for that matter, many people in operations and HR make a fatal mistake. They believe people “need fixing”. Over the last 10 years many organisations have reduced the level of structured training they provide. This drop in activity coincided for the majority with the financial crisis of 2007–08. Businesses looked at their costs, and due to the way much customer service training was delivered at the time and justified, it was an easy … [Read more...] about Very good to excellent – or why most customer service training fails