Customer Service Webinars

Customer service skills aren’t just for employees directly involved in traditional customer service jobs. Everybody can benefit from integrating the basic principles of customer service into their day-to-day roles. Thinking of team members, managers, vendors, clients, and partners as “customers” deserving of respect and empathy can help transform working culture and boost morale, as well as your bottom line. Explore our free customer service webinars today!

Featured Webinars

Maximizing the Power of Profoundly Remarkable Service

Recall the absolutely best customer service experience of your entire life. What were the features of this profoundly remarkable memory? Today’s customers do not talk (remark) or tweet about good service; only experiences they find unique, special, and inventive. Research shows value-added (taking what customers expect and adding more) will not provide a solid ROI.

What Makes Exceptional Customer Service?

The fundamental principle of customer service is treating those you serve the way you would like to be treated. This doesn’t mean saying yes to unreasonable requests, nor does it mean compromising your values in order to avoid conflict. It does, however, mean treating those with whom you work with dignity, respect, active attention, and empathy. It also means operating with integrity and transparency.

Here are some skills to develop as you work to embed customer service into your company culture:

It may sound simple, but maintaining an upbeat and positive demeanor can be a challenge, especially with difficult customers, colleagues, etc. Ensure employees understand the basics, from maintaining eye contact to building friendly rapport. Ingraining these fundamentals helps a good attitude become second nature, even during trying interactions.

Actively soliciting feedback and providing opportunities for customers to give praise, criticism, or suggestions helps create a positive feedback loop where customers feel heard and employees can improve their service delivery.

Timely responses help build trust with customers, teammates, bosses, etc. Show your willingness to be a team player by offering solutions when problems arise, rather than just lamenting that things didn’t go as planned. It’s important to set clear boundaries from the outset, so those with whom you work have a sense of when to expect responses from you and when to not. Being intentional about availability and sticking to it cultivates more respect and demonstrates integrity, while preventing employees from burning out by being expected to be constantly “on.”

Long-term relationships are important. Encourage employees to treat every interaction with an understanding of its lifetime value. You wouldn’t lash out at a colleague with whom you plan to work forever, would you? Nor would you dismiss a customer if you knew they’d be around for years.

Managing up means anticipating the needs of whomever you’re working with and delivering on those needs before you’re even asked. Being attentive and empathetic in this way demonstrates dedication, dependability, and helps to build trust and respect.

With free HRDQ-U customer service webinars, you can instill a culture of superior service at every level of your organization. We have many archived webinars on our site, and we produce several live webinars each month. Sign up for our email newsletter so you can always be the first to hear about our upcoming events!

Archived Webinars

Enchanting Customers: The Heart of Innovative Service

We are all in the service business. Whether we serve colleagues, clients, patients, customers, or guests, we deliver products and outcomes designed to meet needs. Those we serve judge us, less about the quality and “price” of our offering and more about the experience we create. In this era of social media when reputations or made or smashed almost overnight, loyalty to a service provider comes from experiences that create a memorable story to share. No one talks or tweets about good service anymore, only service that is magical, stunning, ingenious and profound.

Six Golden Rules for Building Lasting Customer & Client Relationships

How can you make the transition to becoming a trusted advisor in all your interactions both internally and externally? Follow expert Mark Hordes in this one-hour webinar as he gives six golden relationship rules to make this transition process work every time and every day is an effort worth pursuing.

What Customers Really Want

Do you want to be a Customer Service legend? You have many types of customers—not just your
obvious direct, external customers. You also have internal customers such as coworkers you support,
and indirect customers who are not direct customers, but who influence your customers. Recognizing
your various customers is essential to serving them well. Join us for an hour of learning and insight into
the mind of the customer and what he or she really wants.