Peter Lavers

DECEMBER 11, 2017

In our new guest blogger Jason Grills ’ first instalment of this blog , he shared four great customer service training ideas that will refresh your support service and take it to a higher level. The post 8 Ways to Refresh Your Support Teams’ Customer Service Training – Part 2 appeared first on Think CX.

Customer Service Training 74

Customer Service Training Training Customer Service Groups 74

CSM Magazine

NOVEMBER 1, 2018

Customer support is a critical interface with a huge impact on customer satisfaction and customer retention and, thereby, on business performance and profitability. Here are a few fundamental must-haves for any prospective online customer service training solution. Course management. Learning delivery.

Customer Service Training 40

Customer Service Training Training Software Customer Service 40

Stella Connect

JANUARY 9, 2018

In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust. We get to know each other as people.

Customer Service Training 41

Customer Service Training Training Customer Service Management 41

Bill Quiseng

NOVEMBER 15, 2023

In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. This week, I will explain the third QUI TAKEAWAY: customer service training versus customer CARE education. QUI TAKEAWAY: Don’t offer customer service training.

Customer Service Training 97

Customer Service Training Customer Care Training Social Media 97

ShepHyken

SEPTEMBER 8, 2024

Nine Areas of Focus for Improved Customer Service Training by Rolling Stone Culture Council (Rolling Stone) Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success. Connect with Shep on LinkedIn.

Customer Service 80

Customer Service Self Service Loyalty Programs Customer Service Training 80

ShepHyken

MARCH 12, 2024

It can’t be an engaging experience this time and something other than engaging next time. When customers like the experience personality, they will want to experience more of it! Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Advertising 151

Advertising Customer Service Training Interaction Customer Experience 151

ShepHyken

OCTOBER 27, 2024

Engage, Delete, Ignore or Snub? How Mature Companies Should Tackle Negative Social Media Feedback Analyses by Ricardo Saltz Gulko (Eglobalis) As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media. Connect with Shep on LinkedIn.

Customer Service 75

Customer Service Social Media B2B Chatbots 75

CSM Magazine

OCTOBER 8, 2024

Modern educational settings require customer service abilities to ensure student, parent, and staff success and satisfaction. Student-centered methods stress connections and communication to increase learning. These abilities create a friendly, engaging workplace that promotes trust, cooperation, and success for all.

Customer Service 52

Customer Service Customer Service Training Online Experience Training 52

ShepHyken

NOVEMBER 14, 2023

One way to get more engagement and productivity out of employees is to recognize and appreciate their individuality and make it part of their jobs. This corresponds to Emotional Connection on the Customer Hierarchy of Needs. Connect with Shep on LinkedIn. Employees want to feel excited about going to work.

Employee Experience 149

Employee Experience Insurance Culture Customer Service Training 149

Comm100

APRIL 2, 2024

Enhance customer service training – Empathy Training: Incorporating empathy training for your customer service team is vital to increasing CSAT. It involves teaching team members to genuinely understand and share the feelings of the customer.

Strategy 243

Strategy How To Wait Times Customer Satisfaction 243

ShepHyken

DECEMBER 26, 2023

Be flexible in your thinking when it comes to taking care of customers.  Be more engaged – Your customers want to feel that you’re focusing on them. Get customers to feel connected to you because they know you care. Connect with Shep on LinkedIn.

Customer Service 158

Customer Service Tips Guidelines Policies 158

ShepHyken

SEPTEMBER 30, 2024

By aligning CX and EX, companies can drive measurable business growth, with engaged employees delivering better customer service and fostering loyalty…ultimately leading to sustainable success. The two are connected. If you want customers to come back, provide a great CX. Connect with Shep on LinkedIn.

Customer Service 78

Customer Service Employee Experience Customer Service Training Loyalty 78

ShepHyken

SEPTEMBER 17, 2024

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.

Customer Service Training 138

Customer Service Training Customers Customer Service Customer Experience 138

ShepHyken

JUNE 9, 2024

Customers want to feel a personal connection, a sense of belonging, a level of emotional engagement, and an easy experience—all of which can get a customer to say, “I’ll be back!” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Sports 78

Sports Customer Service Travel Loyalty 78

ShepHyken

OCTOBER 3, 2023

I’ve said it before – I don’t agree with the saying that the customer is always right. Actually, I believe in the opposite, and it’s one of the concepts we teach in our customer service training workshops. It is this: The customer is NOT always right. … Connect with Shep on LinkedIn.

Customer Service Training 153

Customer Service Training Training Customers Customer Service 153

ShepHyken

FEBRUARY 13, 2024

The point is that functionality and customer experience are not mutually exclusive but are, in fact, very connected. The value of an exceptional customer experience cannot be understated, regardless of the product’s price tag. Connect with Shep on LinkedIn.

Customer Experience 139

Customer Experience Transportation Hotels Airlines 139

ShepHyken

JULY 8, 2024

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.

Sports 141

Sports Customer Service Training Customer Service Training 141

ShepHyken

OCTOBER 22, 2024

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.

Customer Service 83

Customer Service Customer Service Training Customers Loyalty 83

ShepHyken

MARCH 5, 2024

The concert examples are not unlike two companies competing for a customer’s business. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Experience 83

Customer Experience Entertainment Customer Service Training Connections 83

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. The Michelli Experience) Let’s assume you deliver a service instead of a product (e.g.,

Customer Service 124

Customer Service Customer Service Training Policies Loyalty 124

ShepHyken

MAY 5, 2024

What caught my eye was the first trend (of eight), which was how social media customer care is driving growth. In our customer service research , social media is low on the list of ways a customer wants to connect with a company or brand. Connect with Shep on LinkedIn.

Customer Service 73

Customer Service Social Media Tips B2C 73

ShepHyken

MARCH 15, 2021

How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. Joseph Michelli) The art of post-pandemic experience creation will be to select relevant technology-aids accompanied by engaging human interactions and assume that COVID-19 has forever changed experience delivery.

Customer Service 130

Customer Service Customer Service Training Customer Retention Training 130

ShepHyken

OCTOBER 13, 2024

Reviews — and Businesses’ Responses — Build Customer Trust, Study Finds by Kristen Doerer (CX Dive) The outsized impact of reviews is one of the reasons some businesses are looking to engage with customers’ good, bad and middling reviews. My Comment: Reviews are important to the customer experience.

Customer Service 67

Customer Service Trends User Experience Customer Service Training 67

ShepHyken

DECEMBER 6, 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.

Customer Service Training 149

Customer Service Training Customers Interaction Customer Service 149

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 everyone’s lives will be enriched.

Customer Care 78

Customer Care Training Customer Service Training Customers 78

ShepHyken

MAY 5, 2024

What caught my eye was the first trend (of eight), which was how social media customer care is driving growth. In our customer service research , social media is low on the list of ways a customer wants to connect with a company or brand. Connect with Shep on LinkedIn.

Customer Service 65

Customer Service Social Media Tips B2C 65

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. Take care of them, and they will better engage with and take of your customers.

Employee Experience 129

Employee Experience Customer Experience Self Service Call Center Experience 129

ShepHyken

OCTOBER 20, 2024

It uses AI to process a vast array of your engagement data, including the songs, podcasts, and audiobooks you’ve listened to, when you listened to them, and what led you to them. 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 73

Customer Service Customer Centricity Entertainment Airlines 73

ShepHyken

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. I booked an international trip for a speaking engagement. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Travel 93

Travel Customer Service Airlines Poor Customer Service 93

ShepHyken

OCTOBER 29, 2023

Why Experiential Rewards Are Winning Over Customers: 5 Stellar Examples by Peter Vogel (The Wise Marketer) In today’s highly competitive business environment, brands are constantly searching for innovative ways to engage and retain their customers. If you want to build better customer relationships, read this article!

Customer Service 65

Customer Service Loyalty Programs Ecommerce Loyalty 65

Vonage

JUNE 23, 2017

Some say it’s about lead generation, creating demand, building relationships and engagement. I like that last word, engagement. Engagement is about interacting and attraction. Both are part of the customer experience (CX). Customers can post comments and interact. It’s all about engagement with the customer.

Customer Experience 193

Customer Experience Marketing Advertising Customer Service Training 193

ShepHyken

AUGUST 4, 2024

How to Build a Customer Experience Strategy to Boost Your Marketing Campaign by BBP Media (BBP Media) Connecting with your customers can be done in many ways, with businesses investing a lot of time and money into it. Connect with Shep on LinkedIn. In fact, £29.6 billion was spent on digital advertising in 2023 alone.

Customer Service 78

Customer Service Airlines Policies Advertising 78

ShepHyken

FEBRUARY 10, 2021

He was referring to clients who call him for private engagements. The point he was making was that the customer experience begins the moment the customer connects with you, not when they see you on stage or in person. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

B2C 127

B2C Entertainment Customer Service Training B2B 127

ShepHyken

JANUARY 5, 2022

Any time you interact with a customer is a touchpoint. Finding ways to do so outside of the normal process, where you endear yourself to your customers, is a great opportunity. This was the perfect time to engage with the customer. Personalization is a hot topic and a powerful way to connect to the customer.

Customer Experience 174

Customer Experience How To Touchpoint Communication 174

ShepHyken

SEPTEMBER 1, 2024

4 Trends Impacting Retail Customer Loyalty, and How to Overcome Them by Foundever (Foundever) Are your customers becoming more price-conscious and less loyal? Uncover four key trends reshaping retail customer behavior and learn strategies to keep shoppers engaged and coming back for more.

Customer Service 70

Customer Service Retail Customer Centricity Trends 70

ShepHyken

SEPTEMBER 15, 2024

Values alignment between organizations and customers is becoming increasingly important. I like how Employee Engagement is listed before Customer Experience. The authors write, “Employees are the heart of any organization, and that goes for customer experience strategy, too.” Connect with Shep on LinkedIn.

Self Service 80

Self Service Loyalty Programs Customer Service Airlines 80

ShepHyken

JULY 13, 2022

So, Alfia and his brother would ponder, “How do we get customers to engage us and tell us the truth?” . It wasn’t long before they created a solution, which was to provide a QR code customers could scan with their phones to connect to a platform where they could share any problems or complaints.

Feedback 125

Feedback Customer Service Training Industry Customer Experience 125