Surprise & Delight has a become a buzz phrase in the land of customer experience. Even we use the terms in our customer service skills training. However, the first step in Surprise & Delight is listening for clues and knowing more about your customer. If you want to add the WOW Factor to your customer interactions, this
In this edition of Chris’ Tips for Trainers, we are going to discuss the power of storytelling. Stories, yours and and the stories of others, will bring customer service concepts to life! When you fill your training with touching, relevant stories of everyday customer service experiences, you connect with your participant’s ability to “feel” and once you
Hey everyone! I just came back from The Pines at Davidson, where I was working with people who are getting ready to roll out our customer service skills training to the rest of their staff. They are one of our Red Carpet Training Experience clients and we just finished up their Train-the-Trainer program, which means 14 of their
A red carpet reality is that your customer service is only as good as your least engaged employee. As a leader, you want to set the stage for high engagement on your new hire’s first day at work!! A 2009 study done by the Aberdeen group of senior executives and HR managers showed that from
Hi everyone! It’s Chris, Director of Training for Red-Carpet Learning Systems. Here are your March tips to help you with your customer service skills training. Your participants are in your training to learn new concepts, skills and behaviors so being able to effectively set up an activity, skill practice, reel play (role play) or discussion is
When was the last time you told your co-worker they were doing a good job? Often when we think about employee appreciation, we talk about it in terms of manager to direct report. However, peer-to-peer recognition can also help people stay motivated and focused on common goals. The good news is…. Peer-to-Peer recognition isn’t difficult.
When it comes to employee training, how you set the stage can make it or break it! In the last post we talked about the importance of pre-session preparation and discussed tips on how setting up early can offset some possible glitches: Click this link for an in-depth look at how and why this is important.
When engaging your team to deliver consistently excellent red carpet customer service, it takes more than a program. It takes real organizational change. Which is why it’s no surprise that our clients are always asking, “how do we sustain the change?” You know the drill. Every year you look for a new “program” to focus
In my never-ending quest to grow my expertise in customer experience, leadership, employee engagement and change management, I’ve committed to reading one business book a month inclusive of those topics. When you invest in your own professional development, whether it be an investment of time or money, you expose yourself to new perspectives, improve your understanding, regenerate