Kevin Stirtz
Welcome to the world of Amazing Service! I am Kevin Stirtz and this blog is my creation. It’s here to help you improve customer service for yourself, your team and your entire organization.
I have written over 600 customer service blog posts, articles, ebooks and other resources and published them here, for you to use. Drop me a note if you have a question, comment or suggestion. I’d love to hear from you!.
Create and deliver great customer service training in less time and for less money
The Customer Service Training Tool Kit contains 40 activities designed to make customer service training more fun, engaging, and behavior-changing for customer service reps. Trainers can use group activities, role plays, questionnaires, and other exercises “as is” in 30-60 minute training modules or combine them to create longer training programs.
The book is full of reproducible participant handouts, worksheets, questionnaires, and overhead masters to make the trainer’s job easy. Trainers who, as part of their customer training program, want to give to each participant a brief, motivational handbook reinforcing many of the ideas behind the training activities can obtain copies of the authors’ accompanying book, Super service, The Customer Service Training Tool Kit makes it easy for a trainer to design and deliver great customer service training at a fraction of the time it would take to develop a program from scratch.
Many companies are investing more to improve their customer feedback management systems. A critical part of making customer feedback work better is to train your customer facing employees so they can be an effective part of your overall customer loyalty process. That’s where this book and it’s tips and tactics can help.
This book has 300 pages packed full of tools, tips and road-tested activities to help you plan and conduct high-impact customer service training. No wonder it’s received multiple five-star reviews on Amazon.
Learn More or Buy Now
Last week I was interviewed by Daniel Bortz, a writer for Entrepreneur.com. He asked my opinion on some things small businesses can do to keep their customers coming back.
The ideas in his article focused on tactics that most small businesses can do and can be made easier using technology tools. The suggestions centered on connecting with your customer and understanding what they want from you and your business. Our daily, routine interactions with customers give us opportunities to know them better and to communicate with them better.
But we have to make the effort. We have to pay attention. Bort’z’ article shares some specific ways to do that.
The article is a quick read but well worth it. You can see it here.
Cyber Monday and Black Friday.
By now we have all heard stories about how crazy these shopping days can get. And this year is no exception. From $199 flat screen 42 inch TVs to pepper-sprayed customers, to employees protesting the early start times, Black Friday and Cyber Monday have become an annual shopping experience unlike any other.
We know the deals are what drive these two crazy consumer days. But what about customer experience? How much do people enjoy these days? Does customer service get kicked to the side like unwanted litter? Or are stores actually delivering an acceptable level of customer service on Cyber Monday and Black Friday?
Here’s your chance to tell the world. Click the blue button below to share your thoughts in this quick survey (it takes about 58 seconds). I will gather and publish the results is a few weeks – after people have had their say.
How was your Cyber Monday customer experience?
