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 Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.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

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 72

Company Fashion Customer Service Training Comparison 72

ShepHyken

MARCH 12, 2024

So, here are six ways to create an experience personality that will transform your company or brand from merely providing products and services to doing so with personality: Your Company’s Personality: I don’t care what you sell. Every company has a personality, and these personalities run the gamut from serious to whimsical.

Advertising 150

Advertising Customer Service Training Interaction Customer Experience 150

ShepHyken

APRIL 16, 2024

While this applies to any job in any type of company, I want to emphasize the importance of thinking this way as it applies to the customer experience. What is the likelihood a customer would return if their customer service or CX rating of you was just … good enough ? Good enough” is not good enough.

Hotels 150

Hotels Customer Service Training Customer Service Training 150

ShepHyken

APRIL 23, 2024

My weekly cartoon included the caption, “If an employee’s experience isn’t at least as good as the customer’s, the customer’s experience can be shaky, and the entire company can suffer.” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Experience 90

Customer Experience Customer Service Training Training Advertising 90

ShepHyken

APRIL 9, 2024

So many companies and brands are trying to win customers over by delivering a better service experience. In my recent customer service and CX research (sponsored by RingCentral ), I included a question that would give us an updated number for this concept. And the reason is that they are just satisfied.

Customer Service Training 140

Customer Service Training Customers Customer Service Study 140

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?

How To 628

How To Automotive Competitive Advantage Customer Service Training 628

ShepHyken

FEBRUARY 20, 2024

When customers come to you upset, frustrated, or even angry, they may not be reaching out at the moment the incident that triggered their negative emotions occurred. Maybe it happened two days ago, and they just now have the time to contact you or the company. Connect with Shep on LinkedIn.

Metrics 151

Metrics Customer Service Measurement Customer Service Training 151

ShepHyken

OCTOBER 1, 2023

My Comment: For those in the customer support world, this article is for you. AHT, as in average handle time, is a metric used to measure the average length of time for a customer support call. Some companies look for low AHTs, hoping to manage more calls per hour or shift with a lower time. Connect with Shep on LinkedIn.

Customer Service 65

Customer Service Contact Center Average Handle Time Customer Service Strategies 65

ShepHyken

OCTOBER 10, 2023

John knows this, and he admits it, but at the same time, he argues the point that if you provide enough value with the experience, you can distance your company from the competition, even while charging more than others. There are companies, like Disney, that have achieved that. There’s no way you can make price completely irrelevant.”

Culture 148

Culture Customer Service Training Employee Experience Course 148

ShepHyken

DECEMBER 26, 2023

How fast do you respond to customers? Customers appreciate a quick response. I often joke about a company that took four days to get back to me with an answer. Get customers to feel connected to you because they know you care. Be more responsive – We start with one of my favorites. Connect with Shep on LinkedIn.

Customer Service 157

Customer Service Tips Guidelines Policies 157

ShepHyken

JANUARY 16, 2024

After they do a self-assessment, which is their perception, they should – if they haven’t already – survey their customers to discover their reality. That’s the most accurate way to measure the difference. Leaders should “mystery shop” their companies themselves. They should learn firsthand what it’s like to be a customer.

Customer Service 142

Customer Service Customer Centricity Customer Service Training Survey 142

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.”

Sales 142

Sales Customer Service Training Training Customer Service 142

ShepHyken

FEBRUARY 27, 2024

Why does a company send out a customer satisfaction survey? Rather than focusing on short surveys, I would say companies should truly investigate the principles by which customers choose them and then try to match the survey to the customers’ willingness to help. The general consensus was that shorter was better.

Survey 88

Survey Customer Satisfaction Customer Service Training Customers 88

ShepHyken

MARCH 5, 2024

This is the lead-in to today’s lesson, which is to understand the difference between experiencing a company or brand, and simply doing business with it. The concert examples are not unlike two companies competing for a customer’s business. Connect with Shep on LinkedIn.

Customer Experience 82

Customer Experience Entertainment Customer Service Training Connections 82

Bill Quiseng

DECEMBER 13, 2021

When a customer encounters great customer service, they trust that your company will treat them right no matter what issue pops up. This, in turn, makes them more likely to stick with your company the next time they need your products or services. Try some of these strategies below to guide your business.

Customer Retention 173

Customer Retention Customer Service B2C Customer Service Strategies 173

ShepHyken

OCTOBER 31, 2023

How often are we told a company offers free delivery, free returns, free refills on soda … you get the idea. It’s in the price you pay. I’m okay with that, and it’s actually a pretty good marketing strategy that works. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Airlines 133

Airlines Customer Service Training Marketing Customer Service 133

ShepHyken

SEPTEMBER 19, 2023

Bezos quickly discovered that as perfect as Amazon might be, once the package left the warehouse, control was in the hands of delivery companies such as the USPS, FedEx, or UPS. If there was a delivery problem, even if it wasn’t Amazon’s fault, the customer still called Amazon. Connect with Shep on LinkedIn.

Customer Service 138

Customer Service Effort Score Sports Conference 138

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. The cost of employee turnover goes beyond hiring and training. That can cause customers to leave as well. Follow on Twitter: @Hyken

Customer Service Training 123

Customer Service Training Training Employee Experience Company 123

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.” .

Training 117

Training Customer Service Training Culture Brands 117

ShepHyken

AUGUST 16, 2021

(Built In Austin) Companies that scale too quickly are prone to losing one-to-one customer communication. As a result, prized customers feel lost or ignored when they most need help using a product or measuring success. My Comment: Scaling customer service or CX is about using technology to create a better experience.

Customer Service 90

Customer Service Social Media Tips Multi-Channel 90

ShepHyken

SEPTEMBER 26, 2023

And if you really think you are 100% right and the customer support agent is wrong, consider ending the call and calling back to speak with a different agent who may respond differently. I’m amazed at how often I call a company and talk to two or more people, getting a different answer each time. So that’s my advice for the customer.

Customer Service 136

Customer Service Social Media Customer Service Training Training 136

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.

Poor Customer Service 162

Poor Customer Service Customer Service Training Software Sales 162

ShepHyken

JANUARY 3, 2024

They no longer compare us only to our direct competition but also to the best service they’ve had from any company. TAKE ACTION: Sit down with your team and discuss their favorite companies to do business with inside and outside your industry. This is especially important to the Gen-Z and Millennial generations.

Trends 94

Trends Customer Service Customer Service Training Customer Retention 94

ShepHyken

JUNE 20, 2023

From these stories – and there are plenty more just like them – here are a few lessons we can take away: Customer Service Training: Many problems can be avoided with good customer service training. There is the soft-skill side of customer service, being friendly and empathetic.

Customer Service 67

Customer Service Customer Service Training Travel Entertainment 67

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

MAY 16, 2023

The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. This can include follow-up from the salesperson, dealing with customer service for a problem, or any interaction you have with the company or brand after the sale is made.

Customer Service 121

Customer Service Advertising Customer Service Training Sales 121

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. .

Social Media 158

Social Media Customer Service Customer Care Customer Service Training 158

ShepHyken

DECEMBER 12, 2023

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. Most of the audience expects to learn a new sales technique or tactic; instead, I teach customer service and experience techniques and tactics. Connect with Shep on LinkedIn.

Sales 92

Sales Customer Experience Tips Customer Service Training 92

ShepHyken

NOVEMBER 28, 2023

For example, we might use company jargon and acronyms that others outside of the company or industry might not understand. In the customer experience world, one of the most challenging Moments of Misery™ to overcome is communication breakdown. Don’t assume you’re on an equal footing. Connect with Shep on LinkedIn.

Advertising 86

Advertising Training Software Customer Service Training 86

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.

Customer Service 140

Customer Service Customer Experience Hotels Customer Service Training 140

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. .

Customer Service Training 126

Customer Service Training Training Video Customer Experience 126

ShepHyken

SEPTEMBER 5, 2023

Happiness leads to confidence It’s the second point of this answer that is most important, and it is where some companies fail. It’s more than just the confidence to continue doing business with the company after the interaction. Connect with Shep on LinkedIn.

Customer Service 84

Customer Service Customer Service Training Customers Interaction 84

ShepHyken

NOVEMBER 7, 2023

Written policies, such as how you handle your customers’ data, return policies, guarantees and more build trust and safety. Alignment: Your mission, vision and values statements are the foundation of what you and your company stand for. Are they in alignment with your customers’ expectations? Connect with Shep on LinkedIn.

Policies 96

Policies Meeting Customer Service Training Customers 96

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.

Culture 106

Culture Customer Service Poor Customer Service Leadership 106

ShepHyken

AUGUST 1, 2023

One of them asked us to work with her team on a customer experience initiative that included every company employee. One of the regular assignments for their employees is to share examples of how they created a Moment of Magic® for a customer or colleague. They do short write-ups and share them with their managers.

Hotels 117

Hotels Travel Exercises Customer Service Training 117

ShepHyken

DECEMBER 21, 2020

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. According to Channels, after just one negative experience, 51% of customers will never do business with that company again. by GISuser.

Customer Service 155

Customer Service Airlines Tips Customer Service Strategies 155