ShepHyken
SEPTEMBER 16, 2020
First, the department that is often referred to as “customer service” should not be viewed as a cost center. Customer service representatives save customers that are unhappy and, in many cases, ensure customers come back. Grant authority to employees to make customer-focused decisions.
ShepHyken
NOVEMBER 4, 2020
Depending on what’s needed, you adjust to those options and give the customer what they are hoping for—an experience that makes it worth coming back to do business again. A good customer service representative—or anyone in a customer-facing role—can manage the customer’s experience in numerous ways.
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ShepHyken
MARCH 7, 2018
These are great people who work in customer support centers and respond to a customer’s questions and complaints with patience, empathy, and efficiency. They’re your front line for your customers. And they’re often referred to as CSRs, or customer service representatives. Follow on Twitter: @Hyken.
Myra Golden
DECEMBER 19, 2017
But, sometimes, personalization can get in the way of serving the customer and moving things forward. Last week I delivered a customer service training session where part of our focus was moving employees out of an attitude of personalization to an emphasis on finding a win-win solutions for problems.
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.
ShepHyken
MARCH 18, 2020
A customer service representative answers the phone and hears about a problem a customer is having. It occurred before the customer called. The big question is… how long before the customer called did the problem occur? The phone rings. Maybe it happened two minutes ago—or maybe it was two days ago.
ShepHyken
MARCH 18, 2020
A customer service representative answers the phone and hears about a problem a customer is having. It occurred before the customer called. The big question is… how long before the customer called did the problem occur? The phone rings. Maybe it happened two minutes ago—or maybe it was two days ago.
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