1. Customer Service Training 101 – quick and easy techniques that get great results
The whole 239 page book shared on Slideshare. Includes everything from creating a good first impression to creating the right attitude. Not the easiest format to read, but it’s free – so can’t complain about that!
2. The First 20 Hours – How to Learn Anything
Josh Kaufman’s entertaining TEDx talk addresses the terrifying idea that it takes 10,000 hours to learn a new skill – and shows a method to get it down to 20 hours. Good news for trainers and learners alike.
3. Customer Service Training Infographic
Overview describing six ‘Exceptional Customer Loyalty Experiences’ – namely resourcefulness, courtesy, proactive service, seamless service, trustworthy service and attentiveness.
4. The Power of the Voice
Training Journal feature by David Joseph urging companies to invest in ‘the endangered art of call answering.’ Cites research that 70% of people admit making enormous assumptions about how a business operates based on the first call.
5. Summary of Which? UK Call Centre Survey
Telegraph news article summarising a recent Which? survey ranking call centres based on staff knowledge, phone menu system, politeness, helpfulness and waiting times. Includes the interesting statistic that 90% of those surveyed said that UK companies should operate UK call centres…food for thought?
6. The Secret of Disney’s Success and Yours video
Three-minute video clip from leadership and customer service guru Doug Lipp on how Disney trains its staff to listen out for ‘themes’ in order to enhance customer service. Something to think about next time you’re talking to Mickey Mouse.
7. 40 Inspirational Videos in 2 Minutes Video
Need to inspire your learners – or indeed yourself – quickly? This fun video condenses inspiring words from no less than 40 movies, apparently. Have a sweet if you can identify all of them.
We hope you enjoy these resources as much as we have researching them. Let us know what you think, and if you have any others we can share.
PhoneCoach provides portable telephone training recording equipment that helps dramatically improve learners’ telephone performance, confidence, skills and knowledge. Great for inductions and upskilling for contact centres, and for freelance trainers running all kinds of telephone skills related courses.
Hire or buy. Available to trial for free.
“We utilise PhoneCoach within our recruitment assessment phase for live role plays. Also for induction training for script, sales and call structure role play and assessment. We have certainly seen some huge benefits from using PhoneCoach.” Operations Director, 1st Central Insurance