Comm100

JULY 28, 2016

A lot of different concerns crop up when you consider the best way to train your team in customer service. It’s enough work to consider all of your options and find the best course ; you also have to learn how to implement the training to get the highest ROI. Q: How do most organizations and companies fail their customers?

Customer Service Training 100

Customer Service Training Training Customer Service Customers 100

Kustomer

DECEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. Learn how Sioban connects with customers by listening to the podcast below. Gabe Larsen: (00:11).

Connections 80

Connections Conference Loyalty Survey 80

Innovative CX

AUGUST 10, 2021

Longer handle times perhaps indicate an agent needs more training, shorter ones may indicate an agent’s accuracy level (a performance measurement) is at risk. Combining the two types of metrics helped connect the dots for agents so they knew improving their health metrics would have a corresponding improvement in their performance metrics.

Connections 59

Connections Customer Experience Average Handle Time Contact Center 59

ShepHyken

MARCH 26, 2024

What you probably don’t know is that other than a pleasant demeanor – hopefully a natural part of the employee’s personality – there was a lot of training to get this person educated about the company’s products so they could deliver a knowledgeable and helpful experience. Connect with Shep on LinkedIn. There’s a difference!

Entertainment 87

Entertainment Sports Customer Service Training Training 87

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 Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.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

InMoment XI

MARCH 6, 2024

Elements of the process range from mapping the customer journey, deploying customer experience management software, and capturing customer feedback to tracking customer experience KPIs , developing service training programs, and launching strategic sales and outreach efforts.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

ShepHyken

DECEMBER 6, 2023

It’s about a customer-focused, friendly approach that doesn’t taint the experience. 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 Training 149

Customer Service Training Customers Interaction Customer Service 149

InMoment XI

MAY 24, 2022

Employee fit, utility, and productivity are certainly important, but they are insufficient where real employee experience and linkage to customer value delivery are concerned. How Does EX Improvement Impact Customer Behavior? 4: Employee Advocacy. This signpost has the EX parallel of the flag planted at the top of a mountain peak.

Employee Experience 295

Employee Experience Customer Experience Employee Engagement Culture 295

ShepHyken

SEPTEMBER 14, 2022

Even with the right people, they haven’t properly trained them. Today’s customers are more demanding and have higher expectations of everyone they do business with. They have become educated about what good customer service looks like. Unfortunately, some leaders don’t realize this and can’t connect the dots. .

Culture 107

Culture Customer Service Poor Customer Service Leadership 107

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.

Self Service 78

Self Service Customer Service Airlines Touchpoint 78

ShepHyken

AUGUST 11, 2021

There are a number of reasons customers might come back. Ideally, it’s related to an emotional connection that causes them to want to come back to you and not the competition. These are reasons that customers could be emotionally connected to you. . Maybe they love your unique merchandise. Follow on Twitter: @Hyken.

Loyalty 173

Loyalty Customers Customer Service Training Retail 173

ShepHyken

FEBRUARY 28, 2023

You want your customers to know and understand how you operate. Be Easy to Connect With – Do you make it easy for your customers to connect with you? However, its phone number is posted on every page of the website, just in case the customer needs help or has questions. Don’t hide behind fine print.

Chief Customer Officer 123

Chief Customer Officer Effort Score Policies Customer Service Training 123

CloudCherry

SEPTEMBER 9, 2019

Today, my passion is helping businesses become loved by establishing customer focus as a core value. True customer focus isn’t a strategy—it’s a way of being. The post Promises, Promises, Promises. appeared first on CloudCherry.

Customer Journeys 186

Customer Journeys B2C B2B Employee Engagement 186

ShepHyken

SEPTEMBER 2, 2020

In her mind, using the word “customer” puts distance between customers and the company. She feels it should be a people experience or a human being experience , and that if you really want to connect emotionally to the customer—which is one of the drivers of repeat business—then we must get closer to them.

Hotels 156

Hotels Connections Customer Service Training Retail 156

ShepHyken

FEBRUARY 14, 2022

This article covers several important ways to deliver that return policy experience that fosters goodwill and gets customers to return again and again. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 124

Customer Service Customer Service Training Policies Loyalty 124

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. A good customer service representative—or anyone in a customer-facing role—can manage the customer’s experience in numerous ways.

Customer Service Training 143

Customer Service Training Social Media Customer Service Representative Training 143

NobelBiz

FEBRUARY 27, 2024

It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers. Call center optimization goes beyond minor operational adjustments.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

ShepHyken

MAY 26, 2021

I told him, “I’m customer service speaker and we provide customer service training.” The lesson: Know who your customer is. If you can, plan in advance, do a little homework and spend a couple of minutes (or more) finding out what your customer does. He responded with, “You’re a design firm.” He said, “Graphics.”

Sales 144

Sales Customer Service Training Training Customer Service 144

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. Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

MARCH 14, 2023

A loyal customer not only comes back but also spends more than a typical customer and evangelizes your brand by sharing word-of-mouth referrals. This is because there is an emotional connection. Maybe it’s the way the customer is treated. Maybe there is an employee the customer loves to work with.

Loyalty 103

Loyalty Customers Customer Service Training Connections 103

Calabrio

JULY 28, 2020

The centers use Avaya Chat, LiveAgent CRM, Salesforce ticketing systems, a custom-built ticketing system, and ServiceNow. Rackspace pairs Calabrio WFM with Amazon Connect PBX for modern contact center forecasting and resource planning. The organization has 4 contact centers employing 1600 agents handling calls, chats, and tickets.

Net Promoter Score 200

Net Promoter Score Contact Center CRM Resources 200

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.,

Insurance 87

Insurance Banking Customer Service Training Retail 87

ShepHyken

SEPTEMBER 8, 2021

I’ve encountered front-line employees in customer support and sales positions who should never have been put on the front line. Inability to Connect – Customers hate friction, and one of the friction points we found in our research is when customers have difficulty getting the contact information they need to call customer support.

Social Media 165

Social Media Customer Service Training Training Customers 165

ShepHyken

MARCH 31, 2021

Get to Know Your Customer Day happens four times a year, on the third Thursday of each quarter, so they are held in January, April, July, and October. I was looking to create some buzz about connecting with customers, and I submitted the idea to Chase’s Calendar of Events. That’s right! Follow on Twitter: @Hyken.

Customer Service Training 153

Customer Service Training Feedback Groups Customers 153

ShepHyken

JANUARY 11, 2023

Mitel provides a sophisticated, custom communications network that helps businesses connect, collaborate and take care of customers. The big takeaway is that the employee experience is a big contributor to the customer experience. Do we invest in technology and processes that make it easy for employees? .

Employee Experience 129

Employee Experience Customer Experience Self Service Call Center Experience 129

Kristina Evey

OCTOBER 8, 2014

It all begins with hiring the right folks to represent your company and serve your customers. Start with the interview process when determining the customer focus of your candidates. Have specific customer service intent questions included in the interview process. But there is another factor in this equation… your staff.

Customer Service 323

Customer Service Customers Customer Experience Management Leadership 323

ShepHyken

OCTOBER 24, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Customer Service Training 141

Customer Service Training Video Course Customer Service 141

CSM Magazine

MAY 8, 2024

AI can help automate routine processes, and it is starting to play a key role in supporting the work performed by human agents and in streamlining backend functions associated with customer service—for example, by helping to streamline quality assurance practices as well as agent coaching and training by delivering aggregate data and insights.

Customer Service 52

Customer Service Contact Center Policies Connections 52

Blake Morgan

JANUARY 20, 2022

He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . With more than 30 years of experience in all areas of CX, Annette uses her blog, CX Journey, to help transform business culture to become customer-centric. Adrian Swinscoe . Annette Franz .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Inbenta

MARCH 13, 2023

The data used to train ChatGPT is also impressive — 45 terabytes of text data. Conversational AI tools need to be trained for a business use case and ready to use out-of-the-box. Longer-term, however, it is easy to see how a more accurate, tested and connected Generative AI could be used to supercharge these tasks.

Chatbots 111

Chatbots eBook Tools Training 111

ShepHyken

OCTOBER 6, 2021

This statement makes a connection with the customer. The customer may even feel as if “they have a friend on the inside.” . Be sure customers know how much you appreciate their business, and how you look forward to serving them again. . At a minimum, discuss the timing of the resolution. . Follow on Twitter: @Hyken.

Course 165

Course Customer Service Training Customers Customer Service 165

Blake Morgan

AUGUST 15, 2023

It boils down to their customer focus which builds trust, empathy, and genuine connection. According to David, referred customers are very valuable and also become loyal ambassadors for the brand. Inspirato anticipates customer needs, and provides thoughtful gestures like champagne with berries.

Customer Experience 52

Customer Experience Case Study Hospitality Innovation 52

Smith+co CX

JANUARY 15, 2018

If a brand just happens to have a good team in any given department at any given time, and its culture and training hasn’t been delivered as intentional employee engagement, then that business is simply very lucky. So, without further ado, let me describe for you our Smith+Co approach to branded training. So what’s the solution?

Training 28

Training Brand Values Brands Measurement 28

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. Then I started to think.

Airlines 113

Airlines Customer Service Training Travel Training 113

ShepHyken

NOVEMBER 2, 2022

Here are five ways to make your customers feel special: . Building a relationship that fosters confidence, trust and connection is a less obvious sales technique. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Stop selling and start nurturing relationships.

Customer Service Training 129

Customer Service Training Customer Retention Customers Sales 129

ShepHyken

MARCH 15, 2021

So, how do you calculate your customer retention rate? Customer service training needs to be on your short-term bucket list by Shaun Belding. My Comment: This article makes the point that customer service training is important, but even more important than that are some of the author’s comments.

Customer Service 130

Customer Service Customer Service Training Customer Retention Training 130

ShepHyken

JANUARY 27, 2021

I’d like to broaden the topic to anyone dealing with someone else’s problem or question, be it a customer or another person inside the organization, also known as an inside customer. More than ever, our customers need to feel a connection. For information, contact 314-692-2200 or www.hyken.com.

Customer Service Training 140

Customer Service Training Training Customer Service Meeting 140