ShepHyken

MAY 16, 2023

I like the title of this article, but perhaps a more appropriate title might be: Customer Service Is Like Being Married. The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. Connect with Shep on LinkedIn.

Customer Service 121

Customer Service Advertising Customer Service Training Sales 121

ShepHyken

SEPTEMBER 5, 2023

I was asked the same question three times in the last week: “What is the biggest opportunity in customer service?” I’m talking about a result that does three things: The customer’s problem, issue or question is resolved or answered. But today’s answer is not just timely, but also timeless. Connect with Shep on LinkedIn.

Customer Service 86

Customer Service Customer Service Training Customers Interaction 86

Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

ShepHyken

SEPTEMBER 26, 2023

Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. Instead, I want to emphasize the last part of my response to the question: sometimes, customer service agents – and other employees – have different answers to the same questions. The problem is a training issue.

Customer Service 138

Customer Service Social Media Customer Service Training Training 138

ShepHyken

JANUARY 3, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. When you do, you’ll have a better 2024 – and so will your customers! Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Trends 96

Trends Customer Service Customer Service Training Customer Retention 96

ShepHyken

JANUARY 20, 2021

What you need is a bullet point list of all the places customers interact with you. Execute: If you take the time to do this right, you’ll have identified a number of interactions. Follow these simple steps and start to improve your customer service, even if it’s just by 1%! Make a list of these touchpoints.

Customer Service 160

Customer Service Customer Journeys Exercises Touchpoint 160

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. In an age where products and services are often similar, it’s the memorable and positive interactions that truly distinguish one brand from another. Here are my top five picks from last week.

Customer Service 66

Customer Service Contact Center Average Handle Time Customer Service Strategies 66

ShepHyken

MARCH 12, 2024

Manage Every Moment: I have always been a huge fan of Jan Carlson’s Moments of Truth concept, in which every interaction a customer has with a company is an opportunity for them to form an impression. These interactions include advertising, websites, people-to-people, and more. Connect with Shep on LinkedIn.

Advertising 152

Advertising Customer Service Training Interaction Customer Experience 152

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. Small Business Trends) Customer service in the U.S.

Customer Service 93

Customer Service Social Media Tips Multi-Channel 93

ShepHyken

DECEMBER 6, 2023

I’ve written about this before, and it’s worth coming back to this topic from another angle with a different example. First, an interaction with a customer should never result in an argument. The best people in customer service, sales, or any frontline customer-facing job avoid escalating a confrontation to the level of a dispute.

Customer Service Training 151

Customer Service Training Customers Interaction Customer Service 151

ShepHyken

OCTOBER 17, 2023

That may be the case for the cat, but it’s not so in the world of customer service. A good customer service rep, salesperson, or anyone interacting with a customer should be curious. The idea of curiosity in customer service is simple. Knowing more is not always best. Ask more questions.

Customer Service Training 145

Customer Service Training Customer Service Interaction Customer relationships 145

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. Here are my top five picks from last week.

Customer Service 145

Customer Service Government Customer Service Training Loyalty 145

ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. Here are my top five picks from last week.

Customer Service 73

Customer Service Metrics Social Media Retail 73

ShepHyken

JULY 28, 2021

One of the big concepts we teach in our customer service training programs is the concept of Always. This is the backbone of creating customer amazement. For example, your customers might say: “They are always so helpful.”. Often, they are really just one person the customer is interacting with.

Customer Service Training 164

Customer Service Training Training Meeting Customer Service 164

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. 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. Today, most customers want speed.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

JANUARY 17, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Customer Service Skills Every Business Needs by Renee Johnson. The Tech Report) Much of the customer mindset will remain a mystery. John shares six important ways to create a company focused on customer service.

Customer Journeys 68

Customer Journeys Customer Service Retail Touchpoint 68

ShepHyken

MAY 17, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to handle customer complaints? Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically. 6 tips you must know by Alibaba.com.

Customer Service 81

Customer Service Customer Retention Tips Brands 81

ShepHyken

DECEMBER 12, 2023

Customer service and customer experience (CX) are more than what happens after the sale. It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more.

Sales 95

Sales Customer Experience Tips Customer Service Training 95

ShepHyken

MAY 26, 2021

Even though this is about a sales presentation, it ties into customer service. It has to do with preparation, knowing your customer, understanding what they want, and more. This is what great salespeople do to prepare for a meeting with a customer or client. The lesson: Know who your customer is. Wrong answer!

Sales 145

Sales Customer Service Training Training Customer Service 145

CSM Magazine

MARCH 31, 2022

Voice is the fastest form of human communication and has long been the backbone of the customer service industry. In this article, we will discuss the basics of voicebot technology and how it is changing the customer service industry. How are voicebots changing the customer experience? Train new agents.

Industry 52

Industry Customer Service Contact Center Chatbots 52

ShepHyken

MARCH 5, 2024

The distinction between merely conducting business with a company and truly experiencing it lies in the unique personality and engagement the company and its employees bring to every interaction. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Experience 84

Customer Experience Entertainment Customer Service Training Connections 84

ShepHyken

AUGUST 12, 2020

When it comes to people interacting with people, that’s probably true. It’s a genuine “thank you” or another comment to share your appreciation for your customer. That’s a great customer service strategy—just be nice! What does it cost to be nice? Some would say, “Nothing.” I’m in the process of writing a new book.

Customer Service Strategies 135

Customer Service Strategies Customer Service Training Customer Service Strategy 135

ShepHyken

DECEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care? It’s baked in the culture.

Self Service 68

Self Service Customer Service Chatbots Customer Care 68

ShepHyken

MAY 9, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Experience Conundrum: Fix Bad Experiences or Make Good Ones Better? Daniel Kahneman’s and Barbara Frederickson’s “Peak-End Rule,” which is about how the customer’s brain remembers their experience.

Customer Service 68

Customer Service Tips e-support Loyalty 68

ShepHyken

JUNE 13, 2023

The point is that we validate our decisions based on our experiences in both our personal and professional lives. So, let’s take it to the customer service and CX world. Every interaction with a customer becomes your CX judgment day, especially when there is a problem or complaint. It’s the same type of question.

Management 76

Management Interaction Customer Service Training Customer Service 76

ShepHyken

AUGUST 17, 2022

It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Anytime a customer comes into contact with a business, however remote, they have an opportunity to form an impression. .

Airlines 132

Airlines Comparison Advertising Customer Service Training 132

ShepHyken

AUGUST 8, 2023

What experience do your customers have with your website? This is what customers experience when they interact with your company online. We must manage the DX if we want our customers to have a good CX.  These got my imagination going, and I decided to share a few others that I’ve come up with: NX is for the nap experience.

Customer Service Training 117

Customer Service Training User Experience Customer Experience Employee Experience 117

ShepHyken

DECEMBER 19, 2023

For now, you can guess. Cindy, from my office, had a customer service issue. Here are the steps she took to resolve the problem: She went to the company’s website and clicked on customer support. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Omni-Channel 88

Omni-Channel Customer Centricity Company Self Service 88

ShepHyken

OCTOBER 26, 2022

It describes the role an employee has when interacting with a customer. Anyone who, at any time, is interacting with a customer is confirming or eroding your brand promise. That is why hiring the right people and properly training them is so important. . Let’s talk about training for a moment.

Training 118

Training Customer Service Training Culture Brands 118

ShepHyken

NOVEMBER 21, 2023

Look at every interaction point a customer has with your organization and ask, “Is there a way to make it better?” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. This is an excellent way to use a Journey Map. Always look for improvement.

Airlines 86

Airlines Customer Journeys Groups Customer Service Training 86

ShepHyken

NOVEMBER 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! by Deeksha Dadu.

Customer Service 88

Customer Service Self Service Customer Centricity Video 88

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident. Follow on Twitter: @Hyken.

Net Promoter Score 88

Net Promoter Score Customer Service Omni-Channel Customer Centricity 88

ShepHyken

MAY 24, 2023

So do your best, and remember, sometimes customers are just having a bad day! Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Sports 132

Sports Hospitality Customer Service Training Customers 132

ShepHyken

AUGUST 3, 2022

No employee should be treated poorly by customers. . The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost! . Have a recording that directs the customers with lost luggage to call the airline they used.

Airlines 132

Airlines Leadership Training Customer Service Training 132

ShepHyken

JANUARY 5, 2022

I love to receive great examples of outstanding customer service. While I provide the lessons, the example comes from one of our subscribers, Dawn Mushill, who shared a letter that BarkBox wrote to one of its customers. Any time you interact with a customer is a touchpoint. The letter was timely.

Customer Experience 174

Customer Experience How To Touchpoint Communication 174

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back.

Company 73

Company Fashion Customer Service Training Comparison 73

ShepHyken

JULY 19, 2023

At a recent customer service presentation, the speaker who preceded me said that we must do better than simply meeting our customers’ expectations, and he shared some stories of truly amazing service experiences. Every interaction customers have with you or your company gives them the opportunity to form an impression.

Meeting 62

Meeting Management Customer Expectations Customer Service Training 62