ShepHyken

JUNE 3, 2019

I don’t think many companies lie to customers, but when something promised doesn’t happen for any reason, the customer may begin to lose trust and confidence in the company. 7 Must-Know Types of Customer Survey Questions with Tips and Examples by Delighted. Trust inspires confidence with your customers.

Customer Service 116

Customer Service Social Media Survey Customer Confidence 116

ShepHyken

APRIL 12, 2017

Shattered customer confidence. Even though our last customer service rep got the job done, the other two couldn’t. How many positive interactions will we need to have to forget this debacle and have our confidence in the bank’s customer service restored to normal? But what is the big cost?

Banking 98

Banking Customer Service Representative Customer Confidence Customer Service Training 98

ShepHyken

APRIL 18, 2023

In many of my customer service and CX keynote speeches, I’ll ask the audience to shout out the companies they love doing business with. Without fail, someone – usually many people – mentions Amazon. Amazon has educated its customer as to what a great experience looks like. Still, it is setting a high bar.

B2C 64

B2C B2B Customer Service Training Retail 64

ShepHyken

MAY 27, 2019

Companies like Amazon raise the bar for everyone. They teach customers what a good customer experience is like – and customers now expect that from almost anyone they do business with. They trust (actually demand) that these companies manage their information with integrity and protect their identities.

Customer Journeys 104

Customer Journeys Customer Service Employee Engagement Exercises 104

ShepHyken

OCTOBER 18, 2017

It can come through a customer simply calling, for any reason, to connect with someone inside the company. The customer may reach out to the company via social channels, a website, a text message – really any interaction with the company. Now, that makes common sense, but here is where some companies get it wrong.

Customer Service 159

Customer Service Metrics Interaction Customers 159

ShepHyken

OCTOBER 10, 2018

The Pasta House Company is a local chain of Italian restaurants that have been around since 1974, since I was just a kid. And then there are guarantees, promotions and contests that have “fine print” that is focused more on the company than the customer. I loved that. For information, contact 314-692-2200 or www.hyken.com.

Customer Service Training 120

Customer Service Training Loyalty Company Training 120

Myra Golden

JULY 28, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Complaint Handling: Learn to handle problems in such a way that you completely restore customer confidence after a service mishap. Customer-facing employees in any industry.

Training 40

Training Customer Service Customer Service Training Call Center 40

ShepHyken

DECEMBER 26, 2018

This quote makes me think about the different reasons behind why a customer chooses to do business with a company. Those companies that get customers because of low price will lose those customers when someone else has a lower price. The loyalty to the company is because of price, not the company.

Culture 133

Culture Policies Customer Service Training Customers 133

ShepHyken

OCTOBER 15, 2018

The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer. Convince and Convert) Have you ever wondered what causes some companies to earn free publicity from customers who gush about them? I have added my comment about each article and would like to hear what you think too. .

Customer Service 87

Customer Service Automotive Tips Feedback 87

ShepHyken

MAY 7, 2018

That’s why the online retailer now converses with its customers most frequently through text messages. My Comment: There are many ways for customers to communicate with the companies and brands they do business with. An easy return policy creates customer confidence and trust in the brand. ” Agreed!

Customer Service 79

Customer Service Policies Retail Case Study 79

ShepHyken

JUNE 24, 2019

When your customers know that you have their backs, they’ll have complete trust in you as a company. My Comment: If you want customers to come back, they must have confidence that the experience they have with you will be consistent and predictable. Follow on Twitter: @Hyken.

Customer Service 114

Customer Service Poor Customer Service Tips Hotels 114

Myra Golden

DECEMBER 9, 2016

I began thinking about and conceptualizing this training during a drive home from Arkansas where I had just delivered a presentation to a group of 60 new managers in a corporate mentoring program for the world headquarters of Sam’s Club. Learn more about our online customer service training here.

Customer Service 53

Customer Service How To Customer Service Training Training 53

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. Customer Experience Designer & Professional Speaker. Myra Golden Media.

How To 40

How To Customer Service Training Video Training 40

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. Customer Experience Designer & Professional Speaker. Myra Golden Media.

How To 40

How To Customer Service Training Video Training 40

Myra Golden

DECEMBER 9, 2016

I began thinking about and conceptualizing this training during a drive home from Arkansas where I had just delivered a presentation to a group of 60 new managers in a corporate mentoring program for the world headquarters of Sam’s Club. Learn more about our online customer service training here.

Customer Service 40

Customer Service How To Customer Service Training Training 40

ShepHyken

OCTOBER 5, 2016

After a number of comments from our readers, I want to discuss how, when and where you can WOW your customers. I’ve always been concerned with a company that tells me that they want to consistently WOW their customers. Without that, there is no predictability, and that leads to a lack of confidence.

Hotels 133

Hotels Customer Service Training Leadership Customer Service 133

ShepHyken

APRIL 25, 2018

If you fix a problem or complaint and use these five steps in the background, you will typically not just fix the problem, but restore the customers confidence in you, sometimes to a level even higher than if the problem had never happened. Louis Bread Company, a local St. The customer tells other people.

Customer Confidence 63

Customer Confidence Customer Service Training Course Customer Service 63

ShepHyken

MARCH 14, 2018

Since customer service has become a center of attention for most companies (even though some still don’t get it right), “That’s not my department” is being heard less and less. That said, there are still plenty of other phrases and words we, as customers, hate to hear. This has happened to many, if not all of us.

Wait Times 109

Wait Times Customer Service Training Customers Customer Service 109

ShepHyken

JUNE 27, 2018

The quality of the product or service must be consistent. Whatever the company sells must meet the expectations of the customer, every time. It doesn’t matter how good your customer service is, if the product doesn’t do what it’s supposed to do, the customer will find another company that better meets their needs.

Customer Service 88

Customer Service Chatbots Loyalty Customer Service Training 88

ShepHyken

SEPTEMBER 27, 2017

Management thought long and hard about how to create an online experience that matched the expectation of a Nordstrom customer, and they delivered. Regardless of location – instore or online – Nordstrom will always focus on making sure the customer has the best experience. Now we move to an employee within a company.

Brands 86

Brands Customer Service Training Online Experience Groups 86

ShepHyken

NOVEMBER 14, 2016

ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more. Customers don’t want channel choice. Consistent CX is the road to Customer Success by Sofia Sapojnikova.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

ShepHyken

JULY 19, 2017

But most of all, he gets loyal customers that come back, buy more, spend more when they buy and feel valued. That’s because he trusts his customers, and they trust him. Customers want to be trusted. After all, would you want to do business with a company that feels like they don’t trust you? Follow on Twitter: @Hyken.

Conference 108

Conference Customer Service Training Customers System 108

ShepHyken

APRIL 30, 2018

My Comment: Data and personalization ate HOT topics in marketing and customer experience. This excellent article by Tricia Morris has some interesting facts and stats about how companies are using data to personalize the CX. The benefits of consistently being above average can take you and your company to another level.

Net Promoter Score 82

Net Promoter Score Customer Service Self Service NPS 82

ShepHyken

FEBRUARY 14, 2018

Maybe customers wouldn’t pay double the normal price, but what if they would? Here are a few ideas to consider: You would return your customers’ emails. Can you believe that 62% of companies don’t?! And, the same goes for your customers’ phone calls. The post Are You So Good Your Customers Would Pay You Double?

Exceptional Customer Service 92

Exceptional Customer Service Study Customer Service Training Customer Service 92

ShepHyken

MAY 25, 2016

I recently interviewed Nate Skinner, the VP of Customer Care for Campaign Monitor, a company that helps businesses use email to market their businesses. It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience. For information contact or www.hyken.com.

Exercises 90

Exercises Customer Care Customer Service Training Customers 90

ShepHyken

MAY 4, 2018

This week we feature an article by Meyer Baron who writes about the essential stages of a winning customer experience. Smart companies promise a positive customer service experience, and they deliver. – Shep Hyken. Customer experience” means different things to different people. Improved customer service training.

Customer Experience 80

Customer Experience Advertising Sales System 80

ShepHyken

JULY 13, 2016

You lose credibility and trust with the customer. It can reflect poorly on your company’s reputation. Unless you own the company, it could cost you your job. And finally, the customer may leave and never come back. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

Customer Service Training 48

Customer Service Training Customers Training Customer Service 48

ShepHyken

OCTOBER 23, 2017

How can you provide that same feeling to your customer about the customer service you provide. Fast Company) How the new Ocean Medallion—from the guys who created Disney’s MagicBand—will help passengers navigate Carnival’s busy ships. My Comment: Part of an amazing customer experience can be driven by technology.

Customer Service 74

Customer Service Retail Customer Service Training Measurement 74

ShepHyken

JANUARY 25, 2017

That’s what great customer-focused companies do! When a customer has a problem, do you respond quickly, apologize, accept responsibility and make it easy on the customer? Do you handle it in such a way that creates confidence? They told me what they were going to do, which was send out new handles right away.

Customer Service 48

Customer Service Customer Focused Customer Service Training Retail 48

ShepHyken

NOVEMBER 30, 2016

And, according to Nate Spears, the Chief Operations Officer and Co-Founder of ClearSource, exceptional customer service is anything you do beyond that is better than just good. His company, ClearSource provides customer support via phone, email, chat and social media for companies that want to outsource their customer service.

Exceptional Customer Service 48

Exceptional Customer Service Customer Satisfaction Customer Service Social Media 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. Both programs have been very well received by LUX* employees and have played a role in the hotel group’s ability to rocket to service success in recent years.

Tips 40

Tips Hotels Culture Customer Service Training 40

ShepHyken

SEPTEMBER 7, 2016

Customer Opportunity. Just last week I wrote an article about companies that ask customers to repeat their problems, account numbers and more. For example, getting transferred from one customer service representative to the next and having to repeat the issue. Nobody – and no company – is perfect.

Customer Service Representative 48

Customer Service Representative Customer Service Training Customers Customer Service 48

ShepHyken

JANUARY 10, 2018

The speaker who spoke just before me happened to be their number-one client, who worked at a company in Washington, D.C. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. that did millions of dollars each year in business with the firm. Follow on Twitter: @Hyken.

Customer Service Training 46

Customer Service Training Tips Customer Service Customer Experience 46

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. Customer-facing employees in any industry. Training Departments that have gaps in soft skill to fill.

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. Complaint Handling: Learn to handle problems in such a way that you completely restore customer confidence after a service mishap. Customer-facing employees in any industry.

Customer Service 40

Customer Service Training Customer Service Training Course 40