ShepHyken

OCTOBER 24, 2023

The answer, of course, was the same guy who fixed everything around the office. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn. By the end of the day, it was fixed. If I don’t do it, who will?

Customer Service Training 141

Customer Service Training Video Course Customer Service 141

ShepHyken

OCTOBER 6, 2021

That made me start thinking about the best ways to begin a conversation with a complaining or upset customer. Of course, there may be a few pleasantries to welcome a customer into the conversation. So, here are a few lines that customers love to hear. So, here are a few lines that customers love to hear.

Course 165

Course Customer Service Training Customers Customer Service 165

ShepHyken

FEBRUARY 6, 2024

Of course, nobody wants to be bitten by a scorpion, either, but that’s not the full reason. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn. The result was a three-hour delay in taking off.

Communication 91

Communication Airlines Customer Service Training Leadership 91

ShepHyken

SEPTEMBER 2, 2020

Isn’t that what you want with all of your customers—a long-term relationship in which the customer continues to pay for what you sell? Most people would call them customers. In her mind, using the word “customer” puts distance between customers and the company. Then there is the term “guest.”

Hotels 156

Hotels Connections Customer Service Training Retail 156

ShepHyken

AUGUST 16, 2023

Whoever is in charge of training must give the employee the skills needed to do the job. And whoever oversees scheduling must make sure the restaurant is appropriately staffed.  Of course, there is more than just hiring, training, and staffing, but the point is not to be so quick to blame the employee for a bad customer experience.

Customer Service Training 118

Customer Service Training Training Leadership Course 118

Bill Quiseng

NOVEMBER 8, 2023

Neil Armstrong, of course. With the Rule of Three in mind, here is the second QUI TAKEAWAY: Customer service versus customer CARE. Consistently CARE for your customers so repetitively that you feel it is boring, but to every customer, at that moment, you are Magnificent! Surely, George Washington.

Customer Service Representative 88

Customer Service Representative Customer Care Social Media Loyalty 88

ShepHyken

JULY 11, 2023

It’s too bad about all that noise from the road construction.” The front desk employee practically cut me off and curtly stated, “It’s out of our control.” Of course, I knew it wasn’t the hotel’s fault. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Hotels 118

Hotels Customer Service Training Course Communication 118

ShepHyken

APRIL 28, 2024

This article includes five ways to manage the VIP experience, and of course, there’s technology, personalization, and more. While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. Connect with Shep on LinkedIn.

Loyalty Programs 70

Loyalty Programs Customer Service Self Service e-support 70

ShepHyken

MARCH 15, 2021

12 Golden Rules for Customer Experience Strategy by Steven van Belleghem. Entrepreneur) Each and every company is, of course, different, but there are some essential ingredients that, if executed well, combine to create a level of service that customers will truly love. Most aren’t succeeding. It’s the price of admission.

Customer Service 130

Customer Service Customer Service Training Customer Retention Training 130

ShepHyken

MARCH 31, 2024

And when you combine it with meeting the customer’s service needs and expectations, you go to another level. Of course, there’s more! Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 83

Customer Service Government B2B B2C 83

ShepHyken

MAY 19, 2024

Download our comprehensive guide today to lead your customer experience strategy with cutting-edge insights and actionable advice. My Comment: Are you interested in the trends that are impacting and reshaping Customer Experience? (Of Of course, you are – or you wouldn’t be reading this weekly roundup!)

Customer Service 80

Customer Service Government Trends Contact Center 80

Bill Quiseng

MARCH 30, 2022

We don’t offer customer service training. Training is top-down, one-way “I know everything, you know nothing” instruction. Training is the “how” of service. Training is to develop THE BUSINESS. Training is for a job. And neither will your customers. Tuition is free.

Customer Care 78

Customer Care Training Customer Service Training Customers 78

ShepHyken

APRIL 1, 2024

And when you combine it with meeting the customer’s service needs and expectations, you go to another level. Of course, there’s more! Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 78

Customer Service Government B2B B2C 78

TechSee

JUNE 16, 2022

Jim has been instrumental in setting up services for the customers needing quick and apt solutions for their daily customer experience needs. As a consultant, he guides clients who want to develop customer-focused cultures. Over 1,000,000 people have taken one of his video-based training courses on LinkedIn Learning.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

JUNE 6, 2023

Of course, business is business, and I hope these free offerings lead to someone saying, “I want to book Shep as our customer experience keynote speaker for our next meeting.” Okay, I admit that was a shameless plug!)  Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Video 87

Video Advertising Customer Service Training Consumers 87

ShepHyken

MAY 10, 2021

Customers are enjoying self-service options, so give them what they want. Forbes) In this article, 15 members of the Forbes Agency Council share unique ideas for connecting with customers in a way that builds genuine trust and, in turn, brand loyalty in 2021. Customer expectations have changed (as in increased).

Customer Service 155

Customer Service Net Promoter Score Self Service Knowledge Base 155

ShepHyken

SEPTEMBER 30, 2020

And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. Traditionally, Customer Service Week has been the time to highlight and celebrate the great work employees do to take care of their customers. This year it’s October 5-9.

Customer Service 126

Customer Service Poor Customer Service Customer Service Representative Course 126

ShepHyken

MARCH 6, 2019

On a recent trip that had a connecting flight, I was notified the night before that my first flight was going to be delayed, which made me worry about missing my connection. I called the airlines and they suggested changing my connecting flight to a later one, which I was happy to do. The answer, of course, is an earlier flight.

Airlines 113

Airlines Customer Service Training Travel Training 113

ShepHyken

FEBRUARY 12, 2024

Thanks to Gen Z, Deeper Connections Will Become the Currency of the Future by AmberNechole Hart (Adweek) Empty ecommerce gets you to checkout fast but gives no reason to return. Connected ecommerce adds value emotionally, materially or both while delivering the same seamless purchase journey. Why is connection important?

Self Service 67

Self Service Customer Service Social Media Ecommerce 67

ShepHyken

OCTOBER 24, 2022

In short, companies must balance technology and human-to-human experiences, otherwise, they risk creating the connection that gets customers to want to come back. Why Do Customers Love Certain Brands? Dan Gingiss) Why do customers love certain brands but not others? Who doesn’t want their customers to love them?

Customer Service 52

Customer Service Retail Course Customer Service Training 52

ShepHyken

OCTOBER 23, 2023

If you want your customers to come back, demonstrating care may be exactly what’s needed in your customer experience playbook. When customers know you care, you create an emotional connection that fosters trust and loyalty. When customers know you care, you create an emotional connection that fosters trust and loyalty.

Customer Service 64

Customer Service Contact Center Loyalty Tips 64

Vonage

JULY 13, 2017

Key learning point to customer service culture. Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com. Related Posts When does customer service excellence become ‘legendary?’. Absolutely.

Culture 174

Culture Customer Service Hotels Hospitality 174

Experience Investigators by 360Connext

JANUARY 28, 2020

What would it cost to lose 10% of your customers? What would it mean if 4 out of 5 customers generated negative word-of-mouth for your brand? Look for ways to connect those dots first. That’s the cost of not considering customer experience in a full and integrated way with the strategy of your organization.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

MARCH 18, 2024

by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. The competition isn’t just your direct competitors, although they’re still there of course. It’s grown to include all of the customer experiences your customer has every day.

Customer Service 80

Customer Service Government Employee Experience Video 80

ShepHyken

SEPTEMBER 10, 2023

4 Ways to Show You’re Dedicated to Customer Happiness by Mike Szczesny (destinationCRM) If there is any reason for being committed to customer happiness, it directly correlates to your happiness. The more happy your customers are, the more your business will be successful. Of course, this is a lot easier said than done.

Customer Service 80

Customer Service Loyalty Programs Retail Loyalty 80

CSM Magazine

JANUARY 19, 2023

You can access the platform from any device, no matter where you are, provided you have an internet connection. Offer Online & Offline Training Opportunities Online training gives access to materials that can help coach team members remotely in quick succession. There are many platforms you can use to train candidates.

Communication 52

Communication Software Training Course 52

ShepHyken

FEBRUARY 25, 2024

Our customer service research sponsored by RingCentral (brand new 2024 report is now out) includes a humorous stat/finding: 79% of US consumers have called customer support and been caught in the automated menu system and repeatedly screamed, “Agent” or “Representative,” and eventually hung up out of frustration.

Customer Service 62

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 62

ShepHyken

OCTOBER 9, 2023

It’s Not All Negative: How Bad Customer Reviews Create Revenue Opportunities by Cynthia Sener (Total Retail) Although negative reviews can raise a red flag for consumers, they also present a unique opportunity. When customers feel they’ve been wronged they want to be heard and understood. Connect with Shep on LinkedIn.

Customer Service 64

Customer Service Airlines Consumers Video 64

ShepHyken

SEPTEMBER 24, 2023

One Big Reason Costco Has Better Customer Service Than Other Stores by Dana George (The Motley Fool Ascent) If you’re a Costco member who has dealt with the store’s customer service, chances are you’ve experienced a positive exchange. Connect with Shep on LinkedIn.

Customer Service 70

Customer Service Customer Service Representative Customer Satisfaction Customer Service Training 70

ShepHyken

JANUARY 28, 2024

What Can Disneyland Teach Us about the Customer Journey? Shrewd customer design choices, of course. Tricia Cleppe-Fortier explores Disney’s desire paths, and how they can be adopted to enhance the customer journey and experience. Connect with Shep on LinkedIn.

Customer Service 67

Customer Service Customer Journeys Trends Study 67

Stella Connect

DECEMBER 15, 2021

According to our research, 40% of US and UK consumers say they will share customer feedback about their bad customer service experience online, and nearly half (49%) of American and British consumers say they will tell their friends and family to stop buying from a given brand after a negative experience. .

Trends 75

Trends Poor Customer Service Consumers Social Media 75

CSM Magazine

MARCH 4, 2020

Making customer service training part of your core orientation rather than just an afterthought will make sure that all your new recruits become familiar with your customer service approach as quickly as possible. You can search their website for other courses that you think will benefit you or your team.

Leadership 59

Leadership Customer Service Strategy How To 59

ShepHyken

MAY 12, 2019

My Comment: I’ve always cautioned that companies jumping into digital customer service solutions should be careful not to become so enamored with the technology that they lose their human and emotional connection with their customers. Should chat-bots replace humans for customer support?

Chatbots 93

Chatbots Loyalty Programs Customer Service Return on Investment 93

Steve DiGioia

MAY 17, 2021

From your customers’ perspective, they have a legitimate complaint, and they expect an apology. Ask the customer “What can I do to make this right for you”? Be the judge of what is fair of course but allow them the opportunity to feel empowered over the situation. P roblem-solve so the customer leaves happy.

Customer Service 341

Customer Service e-support Self Service Customers 341

Myra Golden

DECEMBER 13, 2017

I try to make my training easy – for you, your employees, and even for me, by offering it online. I still do onsite training, of course, but online training saves time and money. If you’re serious about making 2018 better than 2017, my o nline customer service training is for your team.

Training 51

Training Customer Service Training Course Connections 51

ShepHyken

NOVEMBER 7, 2018

The Domino’s ANYWARE concept allows their customers to not only order the pizza with the toppings they desire but to connect with their neighborhood Domino’s by more than ten ways, with more to come. And, of course, you can still order using the traditional “land-line” phone. Follow on Twitter: @Hyken.

Case Study 91

Case Study Study Customer Service Training Technology 91

ShepHyken

NOVEMBER 18, 2019

Consumers And Brands Disagree On Customer Experience, Poll Finds by Ray Schultz. MediaPost) Consumers and brands are on a collision course over what makes a good customer experience. SMartBrief) How you make customers feel often influences them far more than you might realize. Follow on Twitter: @Hyken.

Customer Service 74

Customer Service Ecommerce Retail Tips 74