ShepHyken

APRIL 28, 2021

The customer service rep would never have suggested taking the car to the dealership had she truly heard the customer say, “It won’t start.” She was probably just going through the motions with the troubleshooting exercise, not really paying attention to her customer. Show some empathy. This ties back to listening.

Transportation 174

Transportation Customer Service Training Exercises Training 174

ShepHyken

SEPTEMBER 23, 2020

We’re just out there to get some exercise and have fun. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.

Effort Score 132

Effort Score Exercises Travel Customer Service Training 132

ShepHyken

JULY 25, 2018

In many of our customer service workshops, we do an exercise where the participants answer a powerful question that helps them understand what makes them different: Why should someone do business with us? And, even if it is different, do our customers care? In other words, why us instead of our competition.

Employee Experience 91

Employee Experience Customer Experience Exercises Customer Service Training 91

Comm100

DECEMBER 19, 2017

It is also imperative that you start instilling a customer-focused attitude among employees through workshops and training, as well as ensuring your own stated values and behavior role-model what you want to achieve. Prioritize activities and allocate them to employees. Here are some activities to consider: Define the strategy.

Strategy 294

Strategy Customer Experience How To Customer Journeys 294

ShepHyken

MAY 25, 2016

I recently interviewed Nate Skinner, the VP of Customer Care for Campaign Monitor, a company that helps businesses use email to market their businesses. It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience. Jordan knew that his customer didn’t send email spam.

Exercises 90

Exercises Customer Care Customer Service Training Customers 90

delighted

JANUARY 7, 2021

Using a customer journey map to improve the customer experience. Outlining current processes helps to visualize what your customer is experiencing in real time and may unveil common pain points that need to be addressed. . Gaining a deeper understanding of your customer. Customer journey map design.

Customer Journeys 98

Customer Journeys Touchpoint Net Promoter Score Exercises 98

ShepHyken

AUGUST 8, 2018

Just a few weeks ago I went through an exercise and one of the questions was about my “entrepreneurial DNA.” I realized that there was a point in my life that I could look back and say, “That’s when I knew I was passionate about taking care of customers.” And, it seems to come naturally to them. Follow on Twitter: @Hyken.

Customer Service 87

Customer Service Exercises Customers Banking 87