ShepHyken

NOVEMBER 1, 2017

As a customer, you interact with good people who don’t seem to deliver great customer service. They are nice, even knowledgeable, but they don’t seem to be what I call customer focused. So, I took a few minutes to talk to several people about how they were trained. I asked them what kind of customer service training they received from the companies they worked for. It turns out that when she was hired, she went through training.

Customer Service Training 110

Customer Service Training Training Customer Experience Customer Service 110

ShepHyken

MARCH 3, 2021

I’m not sure if there is a term for this phobia, but I have the fear of airlines losing my luggage. My memory of the few times my luggage was lost by the airlines includes waiting until I’m the last guy standing at the baggage carousel. Even the airline might not know where it is.

Airlines 160

Airlines How To Travel Customer Service Training 160

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios.

Customer Service Training 52

Customer Service Training Training Video Airlines 52

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios.

Customer Service Training 52

Customer Service Training Training Video Airlines 52

ShepHyken

MARCH 6, 2019

I called the airlines and they suggested changing my connecting flight to a later one, which I was happy to do. The customer service agent was happy to accommodate my request. I called the airline back and, once again, they were happy to accommodate my request. She was a model customer service agent; friendly and helpful. Proper training and coaching could have helped.

Airlines 123

Airlines Travel Connections Course 123

ShepHyken

OCTOBER 11, 2017

The other night I was on a Southwest Airlines flight, traveling home from a speaking engagement. Philosophy created by Southwest Airlines in which Customers are treated honestly and fairly, and low fares actually stay low – no unexpected bag fees, change fees, or hidden fees. Created and practiced exclusively by Southwest Airlines. Southwest Airlines has always promised to be a low fare airline.

Airlines 170

Airlines Travel Advertising Customer Service Training 170

ShepHyken

SEPTEMBER 16, 2019

Each week I read a number of customer service and customer experience articles from various resources. Delta Just Gave A Simple, Stunning Explanation For Why It’s Successful (And Why American Airlines Isn’t) by Chris Matyszczyk. My Comment: Full disclosure: I do most of my flying on American Airlines. Seven Ways To Improve Customer Service by Sara Lavenduski. Here are seven customer service ideas.

Airlines 110

Airlines Automotive Customer Service omnichannel 110

Service Untitled

FEBRUARY 3, 2011

When Delta merged with Northwest Airlines, it seemed just to make a wider venue for the endless lack of customer service and concern. Delta received the highest rate of customer complaints filed with the Department of Transportation for the first nine months of last year, and they were only one step above dead last for on time arrivals and baggage handling through November. Instead agents will explain that customers pay for what they use; “a la carte&# fee.

Airlines 56

Airlines Travel Transportation Customer Service Training 56

ShepHyken

APRIL 19, 2017

Last week was a bad week for the airlines. The United Airlines customer service debacle hurt all airlines, not just the United brand. Airline personnel get angry. And, I love it even more when the flight attendants on those flights understand that after their number one priority, which is safety, their second job is to be brand ambassadors for the airline they represent. And, that goes for all other airline personnel. What can an airline do?

Policies 87

Policies Airlines Travel Financial 87

Myra Golden

NOVEMBER 14, 2017

I was trying to check in for my American Airlines flight on my phone. In my all-new Telephone Skills e-learning course , I teach your employees how to put customers at ease and build rapport over the phone by acknowledging their customer’s concern, just like the lady at American did for me. Share 4-minutes of my Telephone Skills eLearning with your employees using my video, “How to Acknowledge Customer Concern,” and then sign your team up for the full training suite.

Airlines 51

Airlines Course Video Report 51

ShepHyken

MARCH 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Southwest Airlines Had a Brilliant Reaction When a Passenger’s Wi-Fi Wouldn’t Work by Bill Murphy Jr. My Comment: Let’s start this week’s Top Five with a great story featuring Southwest Airlines. How Chewy Built a $3 Billion Business Based on Customer Experience by Mike DuPuy.

Guidelines 86

Guidelines Airlines Social Media Tips 86

ShepHyken

FEBRUARY 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Can awful airline customer service be overridden with AI and analytics? tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics. Managing the Fragile Customer Experience by Laurent Bride. (IT

Loyalty Programs 78

Loyalty Programs Fashion Airlines Travel 78

ShepHyken

MAY 29, 2017

Each week I read a number of customer service and experience articles from various online resources. How good is your company’s internal customer experience? McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions. My Comment: It is no coincidence that the companies that are known for the best customer service are also known as some of the best places to work.

Airlines 108

Airlines Resources Customer Service Innovation 108

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. If I had to book a flight on an airline, why would I choose one over another?

Airlines 174

Airlines Customer Experience Customer Service Training Study 174

ShepHyken

AUGUST 16, 2016

Have you ever had a customer tell you how to do your job? But, what if the customer was right and the employee was wrong? I have high status on several airlines and one of the perks the airlines offer to their frequent fliers with “status” is to fly standby for earlier flights at no charge. I explained that this was one of the perks of flying a lot on the airline. I’ve been trained and you haven’t.”. As a customer, we have to be nice.

Airlines 85

Airlines Training How To Customer Service Training 85

ShepHyken

APRIL 17, 2017

Each week I read a number of customer service articles from various online resources. Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Joseph Michelli) Here are some broad approaches to activating promoter behavior in your loyal customer base. My Comment: If you want more referrals, then make it easy for your customers to give you referrals. A repeat customer may not be a loyal customer.

Airlines 79

Airlines Social Media Loyalty Programs Brands 79

ShepHyken

JUNE 5, 2017

Each week I read a number of customer service and experience articles from various online resources. Airlines in search of customer loyalty need to do more than improve service b y Nick Francis. The Hill) In the wake of recent incidents and subsequent PR nightmares — not to mention congressional tongue-lashings — airlines are attempting to make up for their customer service shortcomings.

Telecommunications 74

Telecommunications NPS B2C B2B 74

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! . Not all customers are abusive.

Airlines 147

Airlines Training Leadership Customer Service Training 147

ShepHyken

NOVEMBER 17, 2021

Would you do business with an airline that didn’t offer the ability to book a ticket online, check-in online, and get your boarding pass online? . Assuming that every other airline has these self-service digital options, what if one didn’t?

Fashion 139

Fashion Interaction Airlines Customer Service Training 139

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. Don’t let negative signals that are easily in your control taint the customer’s experience. .

Airlines 147

Airlines Customer Experience Comparison Advertising 147

ShepHyken

OCTOBER 3, 2016

Each week I read a number of customer service articles from various online resources. Customer Service Week: Appreciating Clients and Employees Gives You an Edge by Sandra Idossou. My Comment: This week is International Customer Service Week. Back in 1984 the International Customer Service Association proclaimed that the first full week of October would be the official dates of this week-long focus on customer service.

Infographics 125

Infographics Airlines Customer Service Hospitality 125

Vonage

OCTOBER 24, 2016

When a company reaches the top, does customer service quality still matter? I recently organized a service bench-marking visit to Singapore for 22 Korean sales and service trainers. At the Singapore Airlines Cabin Crew Training Center, one visitor asked, “How does Singapore Airlines stay on top all these years? And how do you plan to keep the lead while other airlines work so hard to beat you?”. Then what is your opinion of the service?

Customer Service 256

Customer Service Airlines Conference Culture 256

Vonage

OCTOBER 6, 2015

FedEx has linked “inbound caller identification” to their customer database to improve customer experience. What impresses me most is that FedEx remembers any new telephone numbers I call from and automatically updates its database to improve customer experience. It’s just a small touch to improve customer experience, but it’s nice (and very convenient) to hear FedEx say “Good morning, Mr. Kaufman. Key learning point to improve customer experience. Your Service.

Airlines 244

Airlines How To Customer Experience Contact Center 244

ShepHyken

MAY 4, 2022

I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” I asked Bailee where she learned to engage with her customers at that level.

Airlines 143

Airlines Customer Service Training Course Training 143

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business.

Airlines 164

Airlines Customer Service Travel Advertising 164

Eptica

JULY 29, 2020

Date: Wednesday, July 29, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? You might also be interested in these posts: Why now is a great time to optimise your customer service - Part 2: Analyse your business.

Airlines 101

Airlines Case Study Hotels Guest Experience 101

ShepHyken

JANUARY 26, 2022

It seems that almost every time I get my car worked on, call my internet provider, stay at a hotel, fly on an airline, order almost anything online, etc., Once you collect information from your customers, you must act on it. You must let your customers know you are listening to them!

Survey 133

Survey Airlines Rewards Programs Hotels 133

ShepHyken

APRIL 17, 2019

We were talking about why people put up with bad service – especially service that is inconvenient and has friction. So, a customer might tolerate a certain amount of pain in the form of poor service or friction and live with it until it becomes so bad they feel forced to switch. The type of business that keeps customers by making it difficult to leave is known as a sticky business. He didn’t like the way big airlines treated customers.

Airlines 110

Airlines Banking Software Customer Service Training 110

ShepHyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Tracking the Customer Service Metrics That Really Count? In addition to the traditional metrics, my take is that you should also measure customer behavior.

Airlines 71

Airlines Net Promoter Score Customer Service Measurement 71

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.”

Airlines 100

Airlines Customer Service B2B Social Media 100

ShepHyken

DECEMBER 12, 2022

Each week, I read many customer service and customer experience articles from various resources. You Need to Deliver Extraordinary Customer Experiences – Now More Than Ever by Joseph Michelli. My Comment: You can’t expect customers to come back if they don’t trust you.

Airlines 62

Airlines Customer Service Social Media Trends 62

ShepHyken

MAY 31, 2017

I’m often asked, “How many people in an organization does it take to create a culture focused on Customer Amazement?” I wrote about this in my book The Cult of the Customer (Wiley 2008), and the example I used was that of an airline employee. He stood out, compared to many of his co-workers, as a person willing to do anything within his power to take care of his customers. Maybe your organization is truly customer-focused.

Airlines 87

Airlines Customer Experience Customer Service Training Leadership 87

ShepHyken

JUNE 6, 2018

Someone recently referenced the book and this famous line, and it made me think about how customers are treated. Are all customers equal? Loyalty programs promote perks, rewards, elite status and more, which might suggest that not all customers are equal. Now, I agree that loyal customers can receive some type of reward or discount for their loyalty. But, what about when it comes to customer service? Just about the way a customer is treated.

Customer Experience 106

Customer Experience Airlines Hotels Loyalty Programs 106

Vonage

NOVEMBER 24, 2016

We talked about the service we received at retail stores, banks, restaurants, hotels and airlines around the world. We each had very different opinions about what constitutes “good service.”. But what a challenge for committed service providers! Creating a customer service culture that works can be done. Should your customer service culture be reserved and polite, or outgoing and friendly? Key learning point for customer service culture.

Culture 242

Culture Customer Service Entertainment Hospitality 242

ShepHyken

DECEMBER 12, 2018

Over the years I’ve talked with many clients who are looking for ways to disrupt a competitor and/or win more business from existing customers. And, more than just being better, can you offer something that the customer can’t get from the competitor. But, in business, you want to be different – as long as what makes you different is something the customer wants and appreciates. Southwest Airlines is known for low fares, not charging for checked bags and no change fees.

Banking 128

Banking Airlines Advertising Customer Service Training 128

ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Do customers really want to take your survey? To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Customer Retention Made Easy by Samir Palnitkar. My Comment: In the 1980’s I read that it costs five times more to acquire a new customer than to keep an old one. Customer Experience by Tom Fishburne.

Airlines 92

Airlines Rewards Programs Hospitality Customer Service Training 92

ShepHyken

NOVEMBER 23, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg.

Net Promoter Score 100

Net Promoter Score Airlines Ecommerce Customer Service 100

Vonage

MARCH 8, 2016

Back this vision up with customer service education and other measures and you can transform your business for the better. Your engaging service vision is one of the “12 Building Blocks for an Uplifting Service culture” we teach at UP! Your Service. This vision can serve as a guiding light for customer service education and to focus your efforts now and in the future. An engaging service vision is fundamental. Your Service.

Customer Service 159

Customer Service Airlines Transportation Travel 159

ShepHyken

NOVEMBER 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret Sauce to Customer Experience is a Blend of Four Ingredients by Joseph Michelli. The Michelli Experience) Recently, a new client of mine said, “Just like everyone else I want to differentiate my business through the customer experiences I provide, but quite frankly I’ve tried a lot of things and am not seeing any sustained improvement.”.

Airlines 93

Airlines Wireless Customer Service Travel 93

ShepHyken

MAY 22, 2017

Each week I read a number of customer service and experience articles from various online resources. 5 Fun and Inexpensive Customer Appreciation Ideas by Aja McClanahan. Fundera) Customer appreciation doesn’t have to be complicated or expensive. With a little creativity and thoughtfulness, you can show your customers just how much you appreciate their business. 7 Powerful Customer Service Phone Tips by Pascal van Opzeeland.

Airlines 86

Airlines Customer Service Social Media Policies 86