12 of 12 posts shown
Empathy training with unhappy customers: four observable behaviours, why scripts backfire, practice rounds, and assessing tone and empathy.
A customer service training scorecard: seven weighted criteria, three levels, critical criteria, channel versions, calibration and versioning.
Bringing compliance into support training: rule types, pressure scenarios, critical criteria, compliance sign-off, versions and training records.
AI customer simulation for support agents: an eight-part scenario card, a hidden detail, authority limits, difficulty levels and testing.
Escalating a request an agent cannot solve: criteria, the escalation path, a five-line handover note, what to tell the customer and practice.
What AI customer service training is: support agents practising with an AI customer, evaluation against company criteria, how it differs from sales training.
How chat and voice support training differ: channel skills, concurrent chats, spoken instructions, response time, training format and evaluation.
Knowledge base training for support agents: searching with the customer's words, checking date and scope, adapting, not guessing and reporting gaps.
Support training for clinics, banks and e-commerce: the shared core, each sector's main risk, typical enquiries, scenarios and critical criteria.
Training the service recovery conversation: five steps, severity levels, proportionate compensation, follow-up, phrases to avoid and practice scenarios.
Handling a complaint call without escalation: a five-step conversation, an authority matrix, when escalation is right, practice scenarios and criteria.
Clarifying questions for support agents: five question types, the right order, open versus closed, chat versus calls, practice and criteria.
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