ShepHyken

SEPTEMBER 30, 2020

With that in mind, as this week approaches, now is a great time to ask an important question: What do customers want? Simply, customers want a good experience, and customer service plays a big part in that. It’s more than just the front line interacting with customers. Follow on Twitter: @Hyken.

Customer Service 126

Customer Service Poor Customer Service Customer Service Representative Course 126

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? Here are some examples: Difficult-to-find customer support contact info.

First Call Resolution 102

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

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

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? Here are some examples: Difficult-to-find customer support contact info.

First Call Resolution 71

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

ShepHyken

APRIL 12, 2017

Once the customer service representative came on the call, Cindy briefly described the problem. That said, the entire interaction, including fifteen minutes spent on hold waiting for the rep, was now approaching twenty minutes and thus far nothing had been resolved. The frustration began with fifteen minutes of hold time.

Banking 99

Banking Customer Service Representative Customer Confidence Customer Service Training 99

CSM Magazine

MARCH 31, 2022

Voicebots also use machine learning techniques to improve their ability to recognize different phrases over time through repeated interactions with people who speak those phrases regularly; this is known as “training the voicebot.”. Once a voicebot has been trained, it can be used to provide information or assistance to users.

Industry 52

Industry Customer Service Contact Center Chatbots 52

ShepHyken

FEBRUARY 19, 2023

‘I’m a Customer Service Agent—For Best Results, Don’t Do These 3 Things When Complaining’ by Helen Carefoot (Well+Good) If you have a problem with a product or service and need assistance to get it resolved, there’s a good chance you’ll interact with a customer service agent.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

CSM Magazine

DECEMBER 30, 2016

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. It should be well understood from everyone involved, bottom line, the customer comes first.

Customer Service 69

Customer Service Customer Service Representative Loyalty Customer Service Training 69

ViiBE Blog

APRIL 19, 2021

Revise: Follow-up with the customer to ensure their satisfaction with the solution. Look into past customer interactions and see if you can identify a pattern with the same issue. Have a system in place to record feedback every time customers complain. So how should you elaborate a service recovery strategy?

Healthcare 52

Healthcare Case Study Knowledge Base Video 52

Ecrion

JULY 14, 2020

One employee may be more skilled at calming angry customers down, while another excels at finding solutions to obscure problems. So why do companies use a one-size-fits-all approach to training these employees? As we move into the future, customer service training will become more personalized.

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Self Service Communication Technology Customer Service 92

Talkdesk

JULY 20, 2016

Customer service representatives serve as the face of your brand. In many cases, support reps are the only direct human interaction customers have with your company. This means that the people who you hire to fill this role are absolutely essential to the health of your customer service offering.

Customer Service 40

Customer Service How To Customer Centricity Call Center 40

ProProfs Chat

MAY 1, 2020

You need to take into account their expectations, needs, and final feedback for your services to create an excellent customer service training program. To create an awesome training program, you can use an online customer service training software that: Engages customer service operators till the end.

Customer Service Training 85

Customer Service Training Training Customer Service e-support 85

Comm100

JUNE 16, 2016

Ask one participant to share a customer they serviced the other day; have them share the customer’s name, their most recent purchase, and what they needed help with. Now ask the group to each compose thank you letters to your company from the perspective of this customer. Customer Service Means….

Customer Service Training 100

Customer Service Training Training Customer Service Groups 100

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. Co-browsing’s competitive edge. Conclusion.

e-support 52

e-support Video Contact Center Software Contact Center 52

ShepHyken

JULY 9, 2018

6 Tips For Delivering The Best Customer Service Possible by Himanshu Agarwal. CustomerThink) Customer service representatives are problem solvers who need to react quickly, efficiently, while maintaining a compassionate and nourishing relationship with customers. Start by reading this article.

Poor Customer Service 84

Poor Customer Service Customer Service Infographics Travel 84