Category Archives: User Services Training

Customer Service Tip: Customer service in libraries—meeting evolving needs

By: WebJunction (submitted by Carmen Gass)

Customer service is one of the most consistently popular topics on WebJunction. From attendees at live webinars to users of the content in our Course Catalog, it is clear that
customer service is on the minds of library staff. The interest extends beyond how to provide quality service to patrons, to experiencing societal changes and seeking to address new
challenges that staff encounter when working. Read more here.  

Customer Service Tip: Being the bearer of bad news

By: Shep Hyken (submitted by Carmen Gass)

“It’s never fun to share bad news with a customer. Many people are scared to be the bearer of bad news. There are plenty of examples of bad news – an order didn’t ship, something was damaged, a deadline is not going to be met, etc. It doesn’t really matter what the bad news is; the key to managing the customer experience is how you deliver the bad news.” Read more here.

Customer Service Tip: How to learn and remember customer names

By: Jeff Toister (submitted by Carmen Gass)

“Remember that a person’s name is to that person the sweetest and most important sound in any language.”

Dale Carnegie wrote that in his famous book, How to Win Friends and Influence People. The book was originally published in 1936, and calling someone by name is still a powerful way to build rapport. View the complete post here.

Customer Service Mastery: Delight Every Customer -Lynda.com from Linkedin

By: Carmen Gass

“When a customer receives exceptional service, you don’t just earn their business—you earn their loyalty. And while every customer is different, the methods for thinking about delight are
shared by all. In this course, Chris Croft focuses on these methods, sharing over two dozen practical ways to inspire yourself and your team to generate ideas for delighting your clientele. Regardless of your industry, these tips can help you and your colleagues go beyond the basics and create personalized, meaningful customer service experiences.”

View the class here.

Customer Service Tip: Why employees say the wrong thing to customers

By: Jeff Toister (submitted by Carmen Gass)

We’ve all heard an employee say something cringeworthy when explaining an unfriendly policy or procedure to a customer.

“It’s our policy, there’s nothing I can do about it.”
“That’s not my department, you have to talk to someone else.”
“You have to do it this way. It’s our procedure.”

These unfriendly statements frustrate customers, and it feels like common sense to avoid making such prickly statements. So why do employees say these things? Read more here.

 

Customer Service Tip: Motivating your team (lynda.com)

By: Carmen Gass

“Knowing how to motivate a customer service team is more important than ever, given the pace of change, competitive demands, and increasing diversity of most organizations. This course shows you how to bring out the best in every member of your team, using proven motivation and employee engagement techniques.

Customer strategy expert Brad Cleveland explains how
to create a strong foundation built on a shared vision and values and empower each team member to deliver excellent service.” Watch the class here.

 

Customer Service Tip: Weird research—The most dangerous time for customer service

By: Jeff Toister (submitted by Carmen Gass)

What time of day are you at your best?

It’s just after 7am as I write this post, because that’s when I’m most productive at writing. It would take me forever to write the same thing if I tried to do it just after lunch.

We all have a circadian rhythm, which causes us to experience different levels of energy throughout the day. This can impact us in innocent ways, such as productivity.

Time of day may have even graver implications. Read more here.

Customer Service Tip: Caring for customers—Which door will you choose?

By: Jeremy Watkin (submitted by Carmen Gass)

“Unfortunately, there’s nothing I can do for you.” But is there really NOTHING we can do? If our goal is to take care of the customer, by using a little bit of creativity, we find that we do have some options at our disposal. I like to think of these as alternative doors we can walk through. Read more here.

Customer Service Tip: What Does Customer Service in Higher Education Actually Look Like?

By: Sarah Seigle Peatman, Emily Richardson, Eileen
Soisson, Heath Boice-Pardee (submitted by Carmen Gass)

“Providing good customer service to students has become an expectation in today’s higher education environment, yet customer service in higher education is still new and few are
certain how to do it well, or what the term means when placed in the context of students, faculty, and staff.

To learn more about how colleges and universities are adapting the concept of service competencies to this sector, and to gather practical advice for how units and departments can navigate this shift in mindset, we turned to three acknowledged experts on customer service in higher education: read more here.

Customer Service Tip: Using journey maps to tell the customer’s story

By: Annette Franz (submitted by Carmen Gass)  

Customer experience professionals use storytelling to gain buy-in and commitment from their audiences (typically executives, as well as employees) and to deliver impactful emotional and
rational perspectives and messages, thereby capturing both the hearts and minds of the intended audience. When they tell the customer’s story, they paint a picture of who the customer is, what problems she’s trying to solve, and the experience the company puts her through in order to solve her problem. They end up taking the audience on a journey, the customer’s journey, and it humanizes the customer experience for the audience.

One of the best tools available to develop and to tell that customer story is journey mapping. Read more here.

Customer Service Tip: How invisible ropes ruin the customer service experience

By: Jeff Toister (submitted by Carmen Gass)

The prank was pure genius.

Two boys, each about 12 years old, stood on opposite sides of the road. As a car approached, the boys would pantomime picking up a rope and pulling it taught across the road.

This caused speeding cars to slow down as the drivers perceived they were about to run into whatever the boys had stretched across the road. They couldn’t see anything in front of them, but the boys’ actions told the drivers’ subconscious brains that some danger lurked ahead.

Of course, there was no rope. The drivers were reacting to their perception, not reality.

Customer service is often the same way. The experience is almost always amplified for good or bad by invisible ropes—things that alter your customer’s perception of reality.

This post will help you identify invisible ropes that might annoy your customers and ruin their experience. Read more here.

Customer Service Tip: 16 customer service skills that every employee needs

By: Gregory Ciotti (Submitted by Carmen Gass)

There are certain customer service skills that every employee must master if they are forward-facing with customers.

Without them, you run the risk of finding your business in an embarrassing customer service train-wreck, or you’ll simply lose customers as your service continues to let people down.

Luckily, there are a few universal skills that every support member can master that will dramatically improve their conversations with customers. We’ll cover the 16 most-needed skills to master this incredibly important position. Read more here.

Customer Service Tip: Social interactions for multinational teams (Lynda.com)

By: Carmen Gass

“If a fear of unknown differences causes you to shy away from international collaborations, you can overcome such concerns by learning how to communicate respectfully across cultures. This
course explains how members of diverse workforces can effectively correspond. Learn how to avoid common communication mistakes, whether linguistic, written, verbal, or unspoken. Discover how different cultures view eye contact, gestures, personal space, and other body language.”

View course here.

Customer Service Tip: The power of tone

By: Greg Zlevor (submitted by Carmen Gass)

People may listen to your words, but they react to your tone. When asked in an interview with Oprah Winfrey about the process of becoming Abraham Lincoln, award-winning actor Daniel Day Lewis thoughtfully replied, “The voice is a deep reflection of character, of who we are—the voice is the fingerprint of the soul.”

Day Lewis intuitively knew how impactful tone can be. He spent months researching, studying, and eventually taking on the persona of Lincoln after much hard work and soul-searching.  Read more here.

Customer Service Tip: Building rapport with customers (Lydna.com)

By: Carmen Gass

“Want to set yourself up for success each time you interact with a customer? Take steps to establish a genuine, human connection with the person you’re speaking with. In this course, instructor Myra Golden helps customer service reps accomplish this by stepping through how to establish rapport within the first few seconds of a customer service interaction.

The course is available here.