Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. Videos discussing key points from Myra’s Verbal Aikido training workshop .

How To 40

How To Customer Service Training Video Training 40

ShepHyken

OCTOBER 10, 2018

We did this every week, and every week the manager and servers were happy to see us. 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.

Customer Service Training 121

Customer Service Training Loyalty Company Training 121

ShepHyken

APRIL 25, 2018

For those that haven’t been following, the five-steps are: 1) Acknowledge the problem and thank the customer for bringing it to your attention. Moment of Magic #1: Since it was lunch time, Sarah thought she might have to leave a message or wait on hold, but was pleasantly surprised that the manager was available to talk right away.

Customer Confidence 64

Customer Confidence Customer Service Training Course Customer Service 64

ShepHyken

MAY 2, 2018

This is a classic example of a lack of consistency , which comes from a lack of training. I had a chance to talk to the hotel manager about what happened. Too many times I’ve asked a customer support rep a question and didn’t like the answer. About fifteen minutes later she texted me a picture of the shipping label.

Hotels 89

Hotels Customer Service Training Training Conference 89

ShepHyken

OCTOBER 5, 2016

As we were setting up for the presentation, the banquet manager from the hotel asked my client if we would like the overhead lighting to have blue and orange accents. With a resounding yes from my client, the banquet manager asked the A/V people to change the color of the lights, which were controlled by a computer program.

Hotels 133

Hotels Customer Service Training Leadership Customer Service 133

ShepHyken

MARCH 14, 2018

Customers hate to be told they’re wrong. “I Customers don’t care whose fault it is, they just want someone to help. I’ll get the manager, but he’ll tell you the same thing.” What, too busy to take care of your customer? I wasn’t here when that happened. It’s not my fault.” Why don’t we wait and see?

Wait Times 110

Wait Times Customer Service Training Customers Customer Service 110

ShepHyken

SEPTEMBER 27, 2017

The guy just didn’t want to get them, when a customer needed them. I didn’t want to make a scene over this, but I thought I’d mention something to the manager. I’m sure that any executive of this brand would cringe at the response the manager gave me… “I really shouldn’t expect the same service or quality I’m accustomed to…” Really?!

Brands 86

Brands Customer Service Training Online Experience Groups 86

ShepHyken

JULY 19, 2017

It turned out that the anti-shoplifting desk was costing dramatically more to manage and staff than the cost of the merchandise they were losing to dishonest customers. And even worse than that, it was also insulting their honest customers. This is an example of punishing all the customers for the sins of a few.

Conference 109

Conference Customer Service Training Customers System 109

ShepHyken

JUNE 28, 2017

Jason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. How can thinking small propel you to greatness?

Customer Service Training 99

Customer Service Training Meeting Customer Service Interaction 99

ShepHyken

NOVEMBER 14, 2016

Customers don’t want channel choice. Consistent CX is the road to Customer Success by Sofia Sapojnikova. HappyOrNot) All employees, including C-Level executives and management in any company, agree on the simple notion that having customers is vital to business survival. They want channel guidance.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

ShepHyken

JULY 13, 2016

She knew she’d been caught in a lie, and decided to get her manager. Well, the manager was very pleasant. 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.

Customer Service Training 48

Customer Service Training Customers Training Customer Service 48

Up Your Service

MARCH 24, 2015

If an employee feels a customer should get a discount, either because a mistake was made or because they’re a great and loyal customer, then let them. Not only does the weekly thought inspire employees, it also gets everyone on the same page and discussing the same service ideas. Have mistake meet-ups.

Tips 40

Tips Hotels Culture Customer Service Training 40

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Deliver a Wow Customer Experience: 20 Ideas to Help You WOW customers. Operations Manager, John Hancock. Training Features. 12-month access to training. Kristin Augusta, Sr.

Customer Service 53

Customer Service Training Course Customer Service Training 53

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Deliver a Wow Customer Experience: 20 Ideas to Help You WOW customers. Operations Manager, John Hancock. Training Features. 12-month access to training. Kristin Augusta, Sr.

Customer Service 40

Customer Service Training Customer Service Training Course 40