ShepHyken

NOVEMBER 4, 2020

So many ways to serve chicken—so many ways you can amaze your customer. And like chicken, customer service—no matter how you serve it to your customer—is still customer service. A good customer service representative—or anyone in a customer-facing role—can manage the customer’s experience in numerous ways.

Customer Service Training 143

Customer Service Training Social Media Customer Service Representative Training 143

ShepHyken

MARCH 7, 2018

And that made me think about a receptionist at a company. Many times, this is considered a lower-paying position too, yet the receptionist is often the first person the company’s most important customers talk with first. The receptionist plays a critical role for the company. They’re your front line for your customers.

Customer Service Representative 179

Customer Service Representative Banking Social Media Customer Service Training 179

ShepHyken

SEPTEMBER 16, 2020

It’s the same for certain aspects of customer service. First, the department that is often referred to as “customer service” should not be viewed as a cost center. Done right, it is what makes your company profitable. The post How Much Does It Cost to Give Great Customer Service?

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Customer Service Customer Service Training Training Customer Service Representative 167

Myra Golden

DECEMBER 19, 2017

Taking things personally often is a demonstration of your loyalty to the company and your insistence on things being fair and right. But, sometimes, personalization can get in the way of serving the customer and moving things forward. It can make you more defensive and less willing to help your customers.

Customer Service Representative 45

Customer Service Representative Customer Service Customer Service Training Groups 45

Service Untitled

JUNE 29, 2011

Front-line customer service representatives impact our everyday lives. Whether we are returning sour milk to the local supermarket or our new car with only 6,000 miles has been in the repair shop more than it has been on the road, representatives who deal with the public are significantly important to each organization.

Customer Service Representative 42

Customer Service Representative Training Customer Service Social Media 42

Magellan Solutions

MARCH 24, 2020

Companies that outsource customer service have discovered and understood the fundamental element of business success — customer retention. Businesses exist because of customers. Customers rely on businesses to make their lives easier. The better the service quality, the stronger the connection will become.

Company 40

Company Customer Service Call Center Telecommunications 40

ShepHyken

MARCH 18, 2020

A customer service representative answers the phone and hears about a problem a customer is having. It may be the first time the company hears about this particular problem, but it isn’t when the problem occurred. It occurred before the customer called. By the way, that’s what great companies do.

First Call Resolution 102

First Call Resolution Customer Service Training Customer Service Representative Contact Center 102

ShepHyken

SEPTEMBER 30, 2020

The top response, with over 65% of respondents in agreement, is that people just want to be treated like a valued customer—with kindness, respect and dignity. Customers are people, not account numbers. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service 126

Customer Service Poor Customer Service Customer Service Representative Course 126

CSM Magazine

DECEMBER 29, 2022

Business banking encompasses many services, including business loans , lines of credit, processing payments, foreign business exchange and making investments to help business owners manage their finances. Train your employees well so that they can provide excellent customer service.

Banking 52

Banking Customer Service Customer Service Training Customer Service Representative 52

ShepHyken

SEPTEMBER 24, 2023

My Comment: The CSAT score, or “Customer Satisfaction” score, is a popular assessment that many companies use. Simply put, this survey tool helps measure the customer’s “satisfaction” with the company’s product or service. We’ll discuss its importance and how to calculate it. Connect with Shep on LinkedIn.

Customer Service 70

Customer Service Customer Service Representative Customer Satisfaction Customer Service Training 70

ShepHyken

MARCH 18, 2020

A customer service representative answers the phone and hears about a problem a customer is having. It may be the first time the company hears about this particular problem, but it isn’t when the problem occurred. It occurred before the customer called. By the way, that’s what great companies do.

First Call Resolution 71

First Call Resolution Customer Service Training Customer Service Representative Contact Center 71

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing.

Training 48

Training Customer Service Customer Service Representative Customer Service Training 48

Service Untitled

SEPTEMBER 21, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Employing company vision in customer service training Cheryl September 21, 2010 Culture , Customer Satisfaction , Customer Service , Hiring & Training 1 Comment Every company needs a motivational vision; what you want your company to ultimately become.

Company 47

Company Customer Service Representative Customer Service Training Training 47

ShepHyken

FEBRUARY 19, 2023

This idea should be the center of designing the CX you want your customers to experience. How to Improve Your Team’s Customer Service by Evelina Brown (TechDay) A company’s customer service team is at the forefront and represents the company. Of course, you would!) 33% admitted they cussed.)

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

APRIL 12, 2017

Once the customer service representative came on the call, Cindy briefly described the problem. How many positive interactions will we need to have to forget this debacle and have our confidence in the bank’s customer service restored to normal? The frustration began with fifteen minutes of hold time.

Banking 99

Banking Customer Service Representative Customer Confidence Customer Service Training 99

ShepHyken

JULY 9, 2018

My Comment: Want to deliver bad customer service? Want to deliver good customer service? I enjoyed the author’s sarcastic approach to what companies do to fail their customers. (I I especially like the first one, which is to treat new customers better than your loyal customers.).

Poor Customer Service 84

Poor Customer Service Customer Service Infographics Travel 84

ShepHyken

APRIL 8, 2019

(CustomerThink) Last month, Amazon announced plans to hire more than 3,000 customer service representatives. My Comment: More and more companies are using remote teams to support their customers. It’s focused on the digital service transformation. But perhaps the most enticing news of all?

Customer Service 102

Customer Service Hotels Hospitality Government 102

Ecrion

JULY 14, 2020

And in the coming months and years, they’ll be important customer service technology tools that representatives can use to connect with their clients. With face-to-face video communication, customers can get the benefit of connecting with a representative of your company from the convenience of their homes.

Self Service 92

Self Service Communication Technology Customer Service 92

ShepHyken

FEBRUARY 4, 2019

My Comment: So many customer experience strategies (CX) seem to focused on B2C. I’ve been a strong advocate for B2B companies to understand their customers’ expectations are being influenced by consumer behavior (mostly from retailers who deliver an outstanding experience). The message is clear. A great resource!

Customer Service 86

Customer Service B2B Infographics Entertainment 86

CSM Magazine

DECEMBER 30, 2016

Bottom line, is your potential employee and your company in alignment? Make customer service everyone’s focus. Everyone from the IT person to the frontline customer service representative should have the same focus. You don’t have a business without customers. Training happens every day.

Customer Service 69

Customer Service Customer Service Representative Loyalty Customer Service Training 69

Myra Golden

AUGUST 25, 2016

Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion. I asked my client how she saw appropriate empathy in her company.

Customer Service 63

Customer Service Customer Service Representative Training Video 63

Magellan Solutions

SEPTEMBER 6, 2018

To achieve this, agents need to know the ins and outs of the service your business offers. Ample knowledge of your services is a crucial key responsibility of every customer service representative because it determines the level of customer service excellence you can deliver.

Customer Service Representative 65

Customer Service Representative Financial Advertising Customer Service Training 65

ShepHyken

MARCH 14, 2018

Since customer service has become a center of attention for most companies (even though some still don’t get it right), “That’s not my department” is being heard less and less. That said, there are still plenty of other phrases and words we, as customers, hate to hear. This has happened to many, if not all of us.

Wait Times 110

Wait Times Customer Service Training Customers Customer Service 110

Myra Golden

AUGUST 25, 2016

Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion. I asked my client how she saw appropriate empathy in her company.

Customer Service 40

Customer Service Customer Service Representative Training Video 40

ViiBE Blog

APRIL 19, 2021

Unhappy customers are a challenge for any company. If your customer leaves unsatisfied, they are unlikely to give you any repeat business. The customer relationship you have established goes out the window, and you’ll have to start building customer loyalty with someone else. Intervention. Prevention.

Healthcare 52

Healthcare Case Study Knowledge Base Video 52

Talkdesk

JULY 20, 2016

In today’s consumer landscape, companies can’t afford to provide anything less than stellar customer experiences. In the race to the top, many companies make mistakes in their provision of customer service. Customer service representatives serve as the face of your brand.

Customer Service 40

Customer Service How To Customer Centricity Call Center 40

ShepHyken

AUGUST 31, 2016

This is a waste of valuable time for both the customer and the company. They are the company that sells, you guessed it, telephone headsets. What she didn’t do was ask was for my customer number, my social security number, the name of my first born child and my grandmother’s maiden name. Follow on Twitter: @Hyken.

Insurance 90

Insurance Banking Customer Relationship Management Customer Service Training 90

ShepHyken

SEPTEMBER 7, 2016

Customer Opportunity. Just last week I wrote an article about companies that ask customers to repeat their problems, account numbers and more. For example, getting transferred from one customer service representative to the next and having to repeat the issue. Nobody – and no company – is perfect.

Customer Service Representative 48

Customer Service Representative Customer Service Training Customers Customer Service 48

CSM Magazine

APRIL 28, 2016

I actually had one customer service representative repeat that phrase so many times that I asked them not to say it anymore. What they appear to be doing is regurgitating the responses they learned in their customer service training classes or what’s printed on a piece of paper. They aren’t really sorry.

Customer Service 40

Customer Service Customer Service Representative Leadership Course 40

Service Untitled

AUGUST 8, 2011

The old-fashioned customer service agents spent most of their time on the phones trying to resolve problems, but now such quick social media outlets as Twitter can quickly lead to a firestorm of criticism if not handled immediately. What are the golden rules of knock-down, kick-butt, customer service? Whether we.

Communication 54

Communication Customer Service Customer Service Representative Fashion 54

Service Untitled

OCTOBER 12, 2010

Service Untitled The blog about customer service and the customer service experience. The course traditionally goes on to warn agents about the possible negative impact on the company and business. Many agents politely listen, but consider the training course just a supplement to common sense.

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Customer Service Representative Course Customer Service Training Training 41

Service Untitled

MARCH 28, 2012

So besides adding luxurious extras to enhance the rather scary and unsettling hospital experience for patients, besides employing extra customer service training, hospitals are now hiring patient experience consultants to help deal with complaints and add the more compassionate touch to serious medical care. They are.

Hospitality 49

Hospitality Customer Service Customer Service Representative Customer Satisfaction 49

Service Untitled

JANUARY 18, 2012

Best Buy just can’t get it right, and customers continue to complain. Even the company’s promotion on used videos this weekend piled up consumer complaints as customers couldn’t find what they wanted in either the stores or online. Best Buy is handing out gift cards to many of their disappointed customers.

Customer Service 48

Customer Service Airlines Customer Service Representative Customers 48

Service Untitled

MARCH 31, 2010

Service Untitled The blog about customer service and the customer service experience. Toll collectors need to have customer service training also. What would be the results if a company used representatives who insulted, assaulted or told customers to “die&# on the road?

Transportation 41

Transportation Travel Customer Service Training Exercises 41

ViiBE Blog

APRIL 15, 2021

Co-browsing is a recent technology that allows a customer visiting a web page to share their screen in real time with a customer service representative. Co-browsing allows the representative to follow along with the customer as they navigate the website. increase in customer retention and a 4.8%

e-support 52

e-support Video Contact Center Software Contact Center 52

Service Untitled

APRIL 2, 2013

Call centers can range from one or two people in a small office to thousands of customer service representatives in huge office complexes, but a customer’s view is set by their first impression or that first phone call needed for help. So what can a company do to improve the quality of their call centers?

Call Center 83

Call Center Customer Service Representative Social Media Customer Service Training 83

ShepHyken

AUGUST 22, 2022

My Comment: Marketing has traditionally been about getting customers to want to do business with a company or brand. The trend over the recent years has been to put customer experience under the responsibility of the CMO. Some of the best companies have a hospitality mentality, regardless of their industry. by Chip Bell.

Customer Service 14

Customer Service Hospitality Airlines Hotels 14