ShepHyken

DECEMBER 16, 2020

The answer is to not compare yourself to the competition, but to the best companies from other industries. In my customer service speeches, I’ll sometimes ask the audience to share who their favorite and easiest companies are to do business with. It really doesn’t matter whether you know the company well or not.

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ShepHyken

JUNE 23, 2021

One of our readers asked me the following question: What is your advice for a company that is struggling during COVID-19? Still, some companies are still struggling. And, there are companies that you think would have been impacted, but somehow they did well – and continue to do so. It doesn’t have to be exactly the same.

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Company Customer Service Training Retail Industry 137

Integrity Solutions

SEPTEMBER 28, 2023

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 Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

ShepHyken

SEPTEMBER 26, 2018

When your customers can buy what you sell from others, that’s called competition. If they’re selling the same thing, why should I buy from one company over another? Is it the customer service? . Your customers want your product to meet their expectations. That also makes it a commodity. Is it the price?

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How To Automotive Competitive Advantage Customer Service Training 628

ShepHyken

MARCH 10, 2021

If any part of the team isn’t in alignment with the customer service vision, be it an individual or a department – or even an entire region for larger companies – they need to be coached and properly trained. In the best-run companies, the culture is contagious – for both the employees and the customers.

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Culture Hotels Customer Service Training Training 153

ShepHyken

JANUARY 4, 2017

One of the most important ways to improve customer service is to make sure that everyone in an organization (company) is in alignment with the customer service and/or experience vision. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

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Customer Journeys Customer Focused Culture Touchpoint 97

CloudCherry

AUGUST 22, 2019

From Amazon to Uber, to the travel convenience of a guitar that folds in half (no, we’re not joking), companies and products that are truly making a mark know that convenience is king. As he says, “The company that can add convenience to already good customer service has an opportunity to disrupt their competition- maybe even an industry.”

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Travel Customer Service Training Culture Loyalty 240

ShepHyken

NOVEMBER 30, 2022

A company changed its invoicing terms. What was once considered a flexible, customer-friendly return policy became a hassle for the customer. . The point of this is to think about changes you make that aren’t customer-focused. Many customers complained, and some even left. . They were wrong.

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Policies Customer Focused Customer Service Training Software 120

ShepHyken

OCTOBER 26, 2022

It describes the role an employee has when interacting with a customer. In that moment, one person in the company represents everything about the company. When people walk away from doing business with a company, they will often say things like, “I enjoy doing business with them ,” or, “ They are so helpful.” .

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Training Customer Service Training Culture Brands 117

CSM Magazine

FEBRUARY 21, 2022

If you’re a trucking company, then providing excellent customer service is essential to your success. In this article, we will discuss 20 tips that will help you give your customers the best possible service. Your drivers should be well-groomed and dressed professionally when interacting with customers.

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Tips Customer Service Company Transportation 52

ShepHyken

MAY 26, 2021

This is what great salespeople do to prepare for a meeting with a customer or client. This is how anyone delivers a better experience, regardless of whether it’s during the sales process or any other interaction the customer has with people in a company. I could tell he was typing in our company name. He said, “Graphics.”

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Sales Customer Service Training Training Customer Service 142

ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

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Self Service Customer Service Airlines Touchpoint 77

ShepHyken

JULY 29, 2020

If you ask the CEO of a big company or the owner of a small business, I bet they would say the same. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us. Think about why you like to do business with your favorite companies.

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Customer Experience Customer Service Hospitality Customer Service Training 257

ShepHyken

FEBRUARY 23, 2022

I ended up switching back to my old cable and internet company. . Great customer-focused companies make it easy to get information quickly. It might be a Frequently Asked Questions page on the company’s website or a video tutorial that teaches exactly what the customer needs without having to call customer support.

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Competitive Advantage Customer Focused Customer Service Training Video 128

ShepHyken

SEPTEMBER 14, 2022

Even several years before the pandemic began, The American Customer Satisfaction Index found the overall ratings slipping, even with brands most recognized for high levels of customer service. . It’s not like companies purposely provide poor customer service. The company can’t keep up.

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Culture Customer Service Poor Customer Service Leadership 106

ShepHyken

FEBRUARY 7, 2023

If you show your employees a little love this Valentine’s Day, they will reciprocate with a little love for you, your company, and your customers. When good people leave, it can negatively impact the morale of other employees, and when people aren’t happy working for a company, the customers can sense it.

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Customer Service Training Training Employee Experience Company 123

ShepHyken

APRIL 13, 2022

If all they are focused on is the process or the bottom line and they don’t take their employees and customers into consideration, you’ll have a well-run business that loses to a competitor who creates a better customer experience. . The post The Day I Became a Customer Service Expert and Two Important Lessons?

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Self Service Customer Service Customer Focused Customer Service Training 131

ShepHyken

JULY 22, 2020

These are the kind of people—and the kind of company—you want to do business with. I was having a conversation with a colleague and came up with the idea that you shouldn’t have to fight with a company to get your problem resolved or for them to make you happy. This is my “new best friend” at the software company.

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Poor Customer Service Customer Service Training Software Sales 162

ShepHyken

MAY 19, 2021

It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. By the way, this is the same exercise we teach in our customer service training programs. Is there something that happens at every meeting to engage the team and align them with what is important to your company?

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Meeting Customer Service Exercises Customer Service Training 140

ShepHyken

JULY 14, 2021

The key is in how you train people to not say, “No.” Unless the customer’s request is immoral, illegal, could cause the company to lose money (although sometimes that’s okay in the right situation), or something that is so far away from what the company does or sells, not saying, “No,” is not all that difficult.

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How To Hotels Hospitality Transportation 169

ShepHyken

APRIL 28, 2021

This is why some companies get a bad rap! This is a great customer service training lesson. So, he calls the dealership’s customer service number, which was actually a support center for all of that brand’s dealerships in the U.S. He bought a new car. maybe even the world. Follow on Twitter: @Hyken.

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Transportation Customer Service Training Exercises Training 174

ShepHyken

SEPTEMBER 16, 2020

It’s the same for certain aspects of customer service. First, the department that is often referred to as “customer service” should not be viewed as a cost center. Done right, it is what makes your company profitable. Grant authority to employees to make customer-focused decisions.

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Customer Service Customer Service Training Training Customer Service Representative 167

ShepHyken

JANUARY 31, 2023

A few years ago, I had the honor of working with Lexus, the luxury car company. They are known for their first-class level of service. Looking back, I did what most good people – or companies – would do for their customers. Get more information on The Customer Focus ™ customer service training programs.

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Customer Service Customer Experience Hotels Customer Service Training 140

ShepHyken

OCTOBER 12, 2022

Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. For now, let’s address why companies aren’t using social channels. . The ones your customers are using. .

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Social Media Customer Service Customer Care Customer Service Training 158

ShepHyken

SEPTEMBER 29, 2022

And while the customers are experiencing the benefits of this company’s efforts, they don’t really care how it happens. They just want it to happen, and when it does, they want it to happen again and again – every time they do business with this company. It is in the form of repeat business and positive word-of-mouth. .

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Customer Service Training Training Video Customer Experience 126

ShepHyken

MARCH 11, 2020

Every company wants to have good employees. The smartest person in the world may not end up being a good cultural fit for a company. Every company has a personality, and the people they hire must possess the right skills, character and behaviors to fit in. Very few companies have a pre-application or pre-interview experience.

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Employee Experience Culture Video Customer Service Training 134

ShepHyken

JUNE 24, 2020

According to Zendesk , the customer retention rate measures the number of customers a company continues to do business with over a given period of time. It’s a percentage of existing customers that maintain loyalty to the business within that window of time. The formula for calculating customer retention is pretty simple.

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Customer Retention Measurement How To B2C 166

ShepHyken

JUNE 8, 2016

Customer Service Culture. There are a number of reasons that companies fail at customer service. So while there are many, here are five common reasons that companies fail at customer service: There’s no clear definition of what customer service looks like in the organization.

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Customer Service Company Culture Customer Service Training 48

ShepHyken

FEBRUARY 28, 2023

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? This is opinion.) Do your customers trust you? If you think your customers trust you, that’s a 100% score. That’s a 57% gap!

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Chief Customer Officer Effort Score Policies Customer Service Training 123

Eptica

FEBRUARY 19, 2021

Date: Friday, February 19, 2021 Author: Pauline Ashenden - Demand Generation Manager How to build mental muscle memory for customer service success. Learning from Santa’s customer service success. Tags: Micah Solomon, Customer service training, WFH environment Categories: Best Practice.

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Customer Service How To Customer Service Training Customer Focused 104

ShepHyken

JANUARY 15, 2020

While Tom’s question was focused on how to respond in a customer support center, this situation could happen to anyone in almost any department. This brings us to a bigger question: What other situations require company-wide training? The key is knowing what to do if and when it does. Follow on Twitter: @Hyken.

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Training Customer Service Training Exercises Course 153

ShepHyken

NOVEMBER 4, 2020

So many ways to serve chicken—so many ways you can amaze your customer. And like chicken, customer service—no matter how you serve it to your customer—is still customer service. Empower them to make good decisions on behalf of the customer and the company. Let them do their job. Chicken dinner!

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Customer Service Training Social Media Customer Service Representative Training 142

ShepHyken

SEPTEMBER 29, 2021

One of my favorite companies to write about is Ace Hardware. I even wrote a book, Amaze Every Customer Every Time , in which I used Ace as the role model example throughout the entire book. The company wanted to be known as a world-class retailer. This company has built a reputation for excellence. And they did.

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Industry Hospitality Customer Service Training Leadership 156

ShepHyken

AUGUST 24, 2022

Think of the brands or companies you enjoy doing business with the most. They have great customer service. . They provide a great overall customer experience. . While the items listed get you to trust a company, if you break it down, it’s really about delivering on expectations. You like the employees. .

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Customer Service Training Customers Customer Service Customer Experience 130

ShepHyken

JANUARY 23, 2024

This happens at my car dealership, bank, and other supposed customer-focused organizations. Their processes bog the customer down with repetitive tasks and often unnecessary procedures. Create a centralized customer profile system where a customer’s basic information, such as name, address, phone number, etc.,

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Insurance Banking Customer Service Training Retail 86

ShepHyken

FEBRUARY 14, 2022

Are You Asking the Right Customer Experience Questions? CMSWire) Today’s top companies rely heavily on human insight to guide their strategies and offerings. It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. by Janelle Estes.

Customer Service 123

Customer Service Customer Service Training Policies Loyalty 123

ShepHyken

JANUARY 4, 2023

Certain B2C rockstar brands are teaching our customers what good service is like, and they now have higher expectations.   . Just as we want our customers to come back, we want our employees to stay.  . So, what are you doing to create a truly individualized experience for your customers? .

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Self Service Customer Experience Customer Service B2C 136