Breakthroughs, discoveries, and DIY tips sent six days a week. Terms of Service and Privacy Policy. You probably know the basic steps to getting good customer service ...

For example, if you need to work with new hires, the trainer can spend time on customer service basics. Training for more experienced agents can focus on developing specific techniques, like ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This article is more than 5 years old. Since its inception, ...