Provide Support

JULY 20, 2017

12 Worst Things to Say to Angry Customers. It’s no secret that customer service employees have to deal with angry customers nearly about 80% of the time. While you obviously can’t control problems caused by malfunctioning products or service errors, you can control how you respond to complaining customers.

Social Media 69

Social Media Customers Interaction Customer Service 69

ShepHyken

OCTOBER 6, 2017

This week we feature an article by Pascal van Opzeeland that discusses how to handle difficult customers. Most of the time we encounter tricky service situations, we want to resolve them and restore the customer’s confidence in doing business with us. – Shep Hyken. I’m not just talking about the occasional angry customer.

Hospitality 127

Hospitality Exercises Tips Customer Service 127

ShepHyken

JANUARY 25, 2019

Marlene Caroselli shares a rhyme that will help you to communicate with customers and provide customer satisfaction. – Shep Hyken. Especially when an angry customer is calling your office, it’s important to have a verbal safety net that will rescue you should the metaphorical tight rope become difficult to navigate.

Customer Satisfaction 115

Customer Satisfaction Leadership Customer Service Representative Training 115

CSM Magazine

JANUARY 24, 2019

When you have an enraged customer on the phone or in front of you, nothing threads the needle like mirroring the customer’s words. Copying the customer’s angry expressions makes the customer feel heard and understood. Mirror the customer’s last three words. Customer: “This is insane! Customer: “Yes.

Hotels 68

Hotels How To Customer Service Training Training 68

CSM Magazine

JULY 27, 2018

Myra Golden’s original video on handling angry customers has been watched more than a million times on YouTube. In this article Myra shares her updated tips for dealing with the most demanding customers. The first thing you need to do with demanding and unreasonable customers is create calm. Create Calm.

Insurance 52

Insurance Communication Customers Hotels 52

ShepHyken

OCTOBER 7, 2016

This week on our Friends on Friday guest blog post my colleague Erica McBride, shares a story that explains why your organization doesn’t want to just be good, you want to be great! There was a time when ‘good’ was ‘good enough’ If a customer said we were ‘good’, we were happy. Shep Hyken .

Hotels 119

Hotels Social Media Travel Brands 119

ChurnZero

MAY 23, 2019

5 Tips for Dealing with An Angry Customer (The Right Way!). I t’ s any customer-facing team’s worst nightmare – an angry customer. No matter the business, a frustrated customer creates a difficult situation for your team. An anxious or uncertain tone can rile up a customer. Your Words Used 7%. ??????

Tips 40

Tips Net Promoter Score Customer Journeys Effort Score 40

Comm100

SEPTEMBER 26, 2023

In today’s hyper-connected, personalized customer service isn’t just a isn’t just a nice-to-have; it’s a must. While we’re all familiar with the basics, like using a customer’s name in an email, today’s innovators are going far beyond these conventions to deliver personalization.

Examples 173

Examples Chatbots Omni-Channel Customers 173

Brad Cleveland Blog

MAY 6, 2020

With the current crisis, contact center representatives are grappling with heightened workloads and anxious customers. It’s hard … Continue reading → The post What to Say to Angry Customers appeared first on Brad Cleveland. It takes practice to find ways to ensure your impact is as positive and helpful as possible.

Contact Center 26

Contact Center Customers Call Center Customer relationships 26

Steve DiGioia

OCTOBER 31, 2021

An employee makes a mistake, and the customer is, at best, disappointed. Or angry, at worst. Service recovery”, a company’s resolution of a problem from a dissatisfied customer, comes next. Example: What Do You Say to An Upset Customer? appeared first on Steve DiGioia Customer Service Blog.

Industry 182

Industry Examples Customer Service Company 182

ShepHyken

MARCH 8, 2019

This week we feature an article by Jason Milleisen who shares three simple rules that will set you apart from your competition and help provide great customer service. I once heard about a car dealership who had customer satisfaction scores that were the impressively high. I need that customer so I need to be aggressive!

Consulting 108

Consulting Customers Customer Service Course 108

NICE inContact

APRIL 1, 2019

Successful call center agents are trained to pinpoint customer needs and resolve their pain points. Ensure agents understand that “upsell” is about encouraging a customer to buy an additional product that can transform or enhance the value of the customer’s primary product. Overcome customer objections .

Call Center 192

Call Center Tips Contact Center Training 192

Vonage

JULY 11, 2018

We rarely take immediate action when we read blog posts. Here are seven simple customer service tips you can go use right now. Write a short thank you letter to yourself from an imaginary customer. 3. Try to receive customer feedback that matches your letter. A good customer service rep will try to fix the problem.

Tips 216

Tips Customer Service Sports Exercises 216

Myra Golden

AUGUST 21, 2020

COVID-19 is making customers more hostile, and you need a strategy for quickly containing the situation and de-escalating the interaction. The 3R Method is battleground tested and easy to use – ideal for when you have to give bad news, enforce a mask requirement, or get an angry customer to calm down and listen to you.

Tips 105

Tips Video Interaction Strategy 105

Steve DiGioia

MARCH 20, 2023

“So, you’re telling me that THIS customer is more important than all the rest?” Treat Every Customer As a VIP Just as we were getting ready close the meeting, she said to me, “You gotta write VIP on top of the BEO (banquet event order)”. She started to get angry and insisted that I get out my pen and write it down.

Groups 182

Groups Hotels Course Meeting 182

ShepHyken

JANUARY 5, 2018

This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. Let’s face it, customer service is the lifeline of any company. According to Forbes , Businesses are losing $62 billion per year through poor customer service.

Customer Service 80

Customer Service Poor Customer Service Multi-Channel Study 80

Kustomer

OCTOBER 1, 2022

Sometimes it seems like the most convenient way to communicate with customers is in constant flux. As our recent report on the future of customer service details, more instantaneous channels are regularly preferred by younger consumers — specifically text messaging. What Is Email in Customer Service? How to Handle Angry Emails.

Customer Service 97

Customer Service Software Customers Communication 97

Experience Investigators by 360Connext

APRIL 17, 2017

Have you ever had to deal with a customer who was really angry? While most days aren’t perfect, if generally takes a lot for us to get red-in-the-face angry. But most of us don’t set out looking for conflict, and that includes your customers. Angry customers choose words that express how they’re feeling.

Policies 215

Policies Feedback Call Center Customers 215

Vonage

MAY 18, 2017

The airline passenger was angry about missing her flight. Then he simply said, “I can understand why you’re angry. Empathy is a core skill in customer service. Customers often experience negative emotions. Empathy is the magic that can take angry customers out of the red. It was her fault.

Airlines 136

Airlines How To Customers Policies 136

Stella Connect

NOVEMBER 2, 2021

It’ll be off to the races as customers flock to your business with money ready to be spent throughout the holiday season, but with this all-out blitz of consumer spending also comes the inevitable: angry customers. Everything you’ve done so far this year has prepared the customer service team for what’s on the horizon.

Contact Center 88

Contact Center Policies Average Handle Time First Call Resolution 88

Service Untitled

JANUARY 15, 2010

Service Untitled The blog about customer service and the customer service experience. The customer service representative would not honor her return, even though she had the receipt; he told her it was store policy “no box – no return.&#

How To 42

How To Customer Service Representative Exceptional Customer Service Exercises 42

ShepHyken

AUGUST 31, 2018

This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. However, there are enough examples that prove that companies can analyze the data to categorize it, find patterns and provide personalized recommendations to their customers. Proactive support.

Self Service 73

Self Service Chatbots Social Media Insurance 73

BirdEye

NOVEMBER 27, 2023

It is dealing with difficult customers. When customers are hard to deal with, the saying “the customer is always right” matters more than ever. It means you must try your best to make customers happy, especially when things get tricky. This blog isn’t about turning every customer into a lifelong friend.

Examples 110

Examples Tips How To Social Media 110

ShepHyken

MARCH 16, 2018

This week we feature an article by Marlene Caroseli who shares some great activities and questions to help customer service representatives improve their service and make the customers experience better. – Shep Hyken. Chip Bell is known for helping organizations create a customer-centric culture.

Customer Service Representative 76

Customer Service Representative Customer Centricity Exercises Customers 76

Service Untitled

APRIL 12, 2011

Keep in mind, for online issues, there’s no compassionate sales manager to speak with an angry customer to calm them down, nor is there an immediate way for a customer to find a resolution – that is unless you, as an online business, takes the responsibility of dealing with angry customers as a number one priority.

How To 51

How To Policies Customer Confidence Customers 51

Provide Support

JUNE 29, 2015

11 Customer Defusing Phrases. It’s no secret that encountering angry, hysterical, upset, and confused customers is an occupational hazard of working at a call center. Experienced agents often develop a diplomatic approach that honors the customer’s perspective while simultaneously protecting themselves from verbal abuse.

Call Center 40

Call Center Customers Software Meeting 40

ShepHyken

JUNE 8, 2018

Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. After just one bad customer support experience, trust in a brand is gone forever. Your customers are moved by honesty.

Social Media 75

Social Media Video Case Study Customers 75

Comm100

OCTOBER 25, 2017

Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around the internet.

Customers 312

Customers Customer Service Ecommerce eBook 312

Experience Investigators by 360Connext

JANUARY 8, 2018

Customer experience repair and improvement can be completely overwhelming! Then you simply must understand the journey by undertaking a robust customer journey mapping process. They are silently chipping away at your customers’ loyalty RIGHT NOW while you chase after that elusive “WOW” experience.

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

ShepHyken

MAY 25, 2018

This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. Customer retention used to be considered just a “service problem.” Service has become an always-on, everywhere requirement – in the customer’s eyes, great experiences have to be connected and fluid.

Customer relationships 74

Customer relationships Call Center Customer Retention Advertising 74

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

e-support 64

e-support eBook Chief Customer Officer B2B 64

Myra Golden

OCTOBER 14, 2020

The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It When you use these steps in your next challenging conversation with a customer, you’ll be more assertive and in control of the interaction. It Worked on My Husband!)

Customer Service 96

Customer Service Tips Video Interaction 96

NICE inContact

APRIL 29, 2019

As consumers become increasingly dependent on their mobile phones for all types of interactions, businesses need to be able to support this growing and important medium – ensuring customers can reach them when and how they prefer. We already know that it only takes 1 bad experience for your customers to leave you for the competition.

Contact Center 149

Contact Center Self Service Net Promoter Score Call Center 149

Daniel Group

APRIL 18, 2024

Intuitively, we recognize the pivotal role of communication in delivering a memorable customer experience. In this blog, you will learn how enhancing your communication strategies will improve your CX significantly. This statistical result is consistent with my observations of customer behavior.

Communication 98

Communication Strategy NPS Net Promoter Score 98

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. It was about finding solutions for a customer and finding their pain points ”. A pproach customers with a personalized warm welcome.

Customer Service 341

Customer Service e-support Self Service Customers 341

Pretium Solutions

JUNE 11, 2012

” In it, John writes rather colorfully about the apparent lack of balance in many organizations between efforts to create great customer experiences , on the one hand, and enforcement of corporate policies and procedures, on the other. So, these customers send in all of the required materials except for a bar code of any kind.

Call Center 49

Call Center Policies Loyalty Customers 49

Customer Bliss

AUGUST 18, 2020

This is a guest post from Niraj Ranjan, CEO & CO-founder of Hiver – a Gmail-centric customer service solution. With over 1500 customers across 30 countries. Niraj’s focus with Hiver has been to empower companies to provide customer experiences that are more human and empathetic. . Some might be angry.

Customer Service 252

Customer Service Case Study Customers Interaction 252