ShepHyken

JANUARY 26, 2018

This week we feature an article by Evan Hackel who writes about why it is important to train your frontline with excellent listening skills. Pay attention to what customers are saying. You Can Train People to Listen. Yet there are other listening skills that should be part of your training for frontline staff.

Training 83

Training Leadership Consulting Exceptional Customer Service 83

CSM Magazine

OCTOBER 19, 2023

In an industry as dynamic as travel, customer service often serves as the linchpin for success. While many companies focus on competitive pricing or unique offerings, there’s an often-overlooked factor that can significantly impact revenue: the quality of customer experience. If we review Jayride for example.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 52

ShepHyken

MAY 6, 2022

He shares how you can improve your customer service strategy and team to take advantage of the benefits an exceptional customer service function has to offer. Before customer service outsourcing , there was once a time when customer service was largely limited to one-on-one phone calls.

Customer Service 71

Customer Service Multi-Channel Omni-Channel Exceptional Customer Service 71

Myra Golden

APRIL 11, 2023

Strategy 1: Optimize Agent Training and Performance Optimizing agent training and performance is the first strategy for maximizing your contact center’s potential. Contact centers can optimize performance by implementing a training program that focuses on developing the skills and knowledge of your agents.

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

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 Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.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

Lumoa

JUNE 14, 2023

Moreover, at least two-thirds of Fortune 1000 companies pore over their NPS results religiously, using the metric as a barometer of customer satisfaction and loyalty. Clearly, NPS occupies a special place in customer experience stardom, sitting atop the throne with its crown of glory firmly affixed. What do they have in common?

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Kustomer

JUNE 8, 2021

If you’re a retailer, one of the most important points of contact for new customers is your customer service team, which means it’s imperative that they’re trained and up-to-date with the latest knowledge and know how to go above and beyond for your customers. What Is E-Commerce Customer Service?

Customer Service 105

Customer Service e-support Self Service Omni-Channel 105

NobelBiz

APRIL 3, 2023

As businesses strive to provide exceptional customer experiences, call centers have become an increasingly important part of the customer service strategy. Contact centers are responsible for handling customer inquiries and complaints while providing solutions.

Call Center 52

Call Center Customer Satisfaction Contact Center Management 52

ShepHyken

FEBRUARY 14, 2018

Three out of four people are willing to pay more for “exceptional” customer service. And what defines “exceptional” customer service? 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.

Exceptional Customer Service 92

Exceptional Customer Service Study Customer Service Training Customer Service 92

Integrity Solutions

OCTOBER 27, 2021

After all, you can’t consistently deliver at such a high level- at every customer touch point- if only certain people are responsible for making sure it happens. In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

AUGUST 7, 2020

Take regular follow-ups with your customers before and after they purchase a product. Know Your Customers Well. The key to exceptional customer service is knowing your customers well. Disney’s customer service works on the concept of “guestology,” which is the study of their guests.

Customer Service 127

Customer Service Guidelines Exceptional Customer Service Lifetime Customer 127

CSM Magazine

JUNE 17, 2019

Overlooking the importance of exceptional customer service is a grave mistake to make in the business world. Unfortunately, it takes just one bad experience for consumers to double down on efforts and quickly spread the word of the bad service they have received. A Customer Who Feels Looked-After Spreads the Word.

Customer Service 49

Customer Service Social Media Policies Customer Retention 49

ShepHyken

MAY 30, 2022

(CustomerThink) Considering the cost of attracting new customers ­– one estimate is seven times more than keeping existing ones – many companies would do better to focus on retaining their engaged enrollees. Yet 44% of companies say they’re more keenly focused on customer acquisition and just 16% on retention.

Customer Service 13

Customer Service Rewards Programs Poor Customer Service Self Service 13

Retently

MARCH 18, 2024

This process can help companies refine their customer service strategies , ensuring they provide the best possible support to their customers. This process can help companies refine their customer service strategies , ensuring they provide the best possible support to their customers.

Survey 141

Survey Customer Service Strategy Effort Score 141

Lithium

JUNE 11, 2019

We all know it’s coming—the day when bots assume a majority of customer service operations. In fact, Gartner has predicted that by 2020, 85% of all customer interactions with a company will be handled without human involvement. We go where our customers are, but when and where should we lead them?

Innovation 40

Innovation Consumers Sports Exceptional Customer Service 40

Lithium

JUNE 11, 2019

We all know it’s coming—the day when bots assume a majority of customer service operations. In fact, Gartner has predicted that by 2020, 85% of all customer interactions with a company will be handled without human involvement. We go where our customers are, but when and where should we lead them?

Innovation 40

Innovation Consumers Sports Exceptional Customer Service 40

Lithium

JUNE 11, 2019

We all know it’s coming—the day when bots assume a majority of customer service operations. In fact, Gartner has predicted that by 2020, 85% of all customer interactions with a company will be handled without human involvement. We go where our customers are, but when and where should we lead them?

Innovation 40

Innovation Consumers Sports Exceptional Customer Service 40

ShepHyken

JULY 24, 2023

Why B2B Companies Must Shift Their Focus From Sales To Customers by Dan Gingiss (Dan Gingiss) All too often, B2B sales overshadow every other business metric – including the retention of existing customers. It’s a decent short-term strategy, but if you’re building a company for the long-term, you need lots of loyal customers.

Customer Service 12

Customer Service Effort Score Retail B2B 12

Magellan Solutions

APRIL 4, 2024

But these agents aren’t just ordinary customer service representatives. They’re highly trained and knowledgeable individuals who are well-versed in your products, services, and processes. Benefits of Using Live Chat Agents Live chat agents provide instant and personalized assistance to customers.

Wait Times 52

Wait Times Guidelines Exceptional Customer Service Competitive Advantage 52

NobelBiz

MAY 21, 2024

While the role of call centers is crucial in customer service, companies often choose between inbound and outbound call centers. An inbound call center primarily handles incoming calls from customers seeking assistance, information, or support. How does an Inbound Call Center Work? So how does an inbound call center work?

Call Center 52

Call Center Contact Center Effort Score Average Handle Time 52

SurveySparrow

OCTOBER 1, 2023

Customer service is no longer a mere exchange of goods and services. Do you remember the last time you received truly exceptional customer service? If you do, the fact that you recall it is proof of high-touch customer service! Instead, the company assigns you a dedicated onboarding specialist.

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52

ProProfs Chat

DECEMBER 18, 2019

If not, then how do you measure customer success? If this got you thinking, then it’s high time for you to establish customer service work objectives and tweak your customer service strategies to enhance the quality of customer support. . What Is the Common Objective of Customer Service?

Customer Service 80

Customer Service Net Promoter Score Multi-Channel Feedback 80

ProProfs Chat

APRIL 27, 2020

The boy wrote a heartfelt letter to the company saying: Well, the company was thrilled to hear from their fan and wanted to make sure that they replied to his mail in the most unique way possible. What Is Customer Service. In short, the very concept of customer service has evolved. Service that is proactive.

Customer Service 101

Customer Service Self Service Software Social Media 101

ProProfs Chat

DECEMBER 5, 2019

If you make customers unhappy on the internet, they can each tell 6000 friends.- Customer Service: A Glance. In the era of the internet and social media, unhappy customers are a nightmare for companies looking forward to growing and expanding their business. None of us want to disappoint our customers.

Customer Service 78

Customer Service Social Media Customers Poor Customer Service 78

ShepHyken

AUGUST 31, 2020

The focus on retention starts early in the relationship with the customer. I’ll argue that the goal of getting the customer to come back starts at the very beginning, the first time the customer buys. 5 Steps to Delivering Exceptional Customer Service While Working from Home by Molly Ambrogi Yanson.

Customer Service 108

Customer Service Social Media Customer Service Training Infographics 108