Stella Connect

JANUARY 20, 2022

Looking for ideas for how to create the best customer service training program for your contact center? A majority (84%) say that when customer service is able to solve a problem for them it strengthens their emotional connection to the brand. At no time should agents be passive listeners.

Customer Service Training 78

Customer Service Training Contact Center Training Customer Service 78

Bill Quiseng

FEBRUARY 15, 2022

Don’t offer customer service training. Training is finite, usually only one to several days. Training is one-way, “I know everything, you know nothing” instruction. Training is the how and what of service. Training is what employees do to develop the business.

Customer Service Training 78

Customer Service Training Training Customer Service Customers 78

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Don’t lecture; listen.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

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 264

Strategy How To Wait Times Customer Satisfaction 264

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

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

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

Customers That Stick

OCTOBER 2, 2014

Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. With 25 years in business and a Masters in Organizational Psychology, Kate has guided tens of thousands to engage in uplifting productive interactions. It makes or breaks customer experience.

Customer Service Training 152

Customer Service Training Government Training Employee Engagement 152

Comm100

OCTOBER 23, 2017

(Note that although these tips were written with customer service agents in mind, you can tweak them to bring Halloween fun to any department or office! Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Optional: Superhero coloring pages, blank comic strips, art supplies.

Customer Service 36

Customer Service Customer Service Training Training Groups 36

Kristina Evey

NOVEMBER 13, 2014

By the way, the most requested improvement (40%) in the buying experience was … wait for it… BETTER HUMAN SERVICE. You need to work with your teams to engage, connect, and work with customers in a way that impresses and delights them. Okay, enough with the numbers. You get the point.

Customer Service 159

Customer Service Poor Customer Service Customer Service Training Customers 159

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 157

Advertising Customer Service Training Interaction Customer Experience 157

Vonage

JULY 13, 2017

Define a customer service culture and support it to see great things happen in your business. For more about updating your customer experience, read NewVoiceMedia’s whitepaper, “ Making customer engagement a winning strategy.”. Your Service” books and founder of UP! Your Service. Used with permission.

Culture 174

Culture Customer Service Hotels Hospitality 174

Steve DiGioia

MAY 17, 2021

Delivering exceptional service to every customer – to every guest — is the responsibility of all employees in your store. acronym as part of your customer service training and you’ll see improved service and increased loyalty. P roblem-solve so the customer leaves happy. Use the G.U.E.S.T.

Customer Service 341

Customer Service e-support Self Service Customers 341

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 155

Employee Experience Insurance Culture Customer Service Training 155

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 163

Customer Service Tips Guidelines Policies 163

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 159

Customer Service Training Training Customers Customer Service 159

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

OCTOBER 17, 2018

Apple was a stand-out in three areas, which are engagement, differentiation and consistency. This is why their customers are in love with the company. How do you connect with your customers? Do you promote online conversations that intrigue and engage your customers? Follow on Twitter: @Hyken.

How To 121

How To Social Media Customer Care Brands 121

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 133

B2C Entertainment Customer Service Training B2B 133

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 126

Customer Service Customer Service Training Policies Loyalty 126

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

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 105

Customer Service Customer Service Training Customer Retention Training 105

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

ShepHyken

DECEMBER 17, 2024

The number one reason customers will leave you is the opposite of nice: rudeness and/or apathy. Whether they know it or not, customers want to feel like youre engaged and care about them. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Just be nice!

Customer Service 118

Customer Service Customer Confidence Fashion Customer Service Training 118

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 145

Customer Experience Transportation Hotels Airlines 145

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 147

Sports Customer Service Training Customer Service Training 147

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 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 147

Customer Service Training Customers Customer Service Customer Experience 147

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

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 133

Employee Experience Customer Experience Self Service Call Center Experience 133

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 155

Customer Service Training Customers Interaction Customer Service 155

ShepHyken

MARCH 22, 2021

Here are four ways to better engage with your employees, so they will be motivated to better engage with your customers. J Carcamo & Associates) One of our Casino Marketing Boot Camp goals has been to reach beyond the casino industry for new ideas that will help us become better marketers and connect with our stakeholders.

Customer Service 142

Customer Service Employee Experience Customer Service Training Strategy 142

ShepHyken

MARCH 27, 2023

My Comment: A content marketing experience is part of the customer experience. While it may seem like marketing, if done well, content marketing connects with the customer and gets them engaged or emotionally connected. He shares three foundational strategies to enhance your CX and improve customer retention.

Customer Service 22

Customer Service Customer Retention B2B Study 22

ShepHyken

AUGUST 29, 2018

When you treat employees like rock stars, they will treat your customers like rock stars. That is what employee engagement is all about. Great leaders have preached that when you treat your employees well, they treat their customers – and fellow employees well. The goal is engaged employees who never want to leave.

Employee Engagement 97

Employee Engagement Leadership Customer Service Training Culture 97

Lumoa

NOVEMBER 17, 2022

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. Customers search for easy shopping solutions on clear, engaging websites. Improving Customer Relationships with AI. Utilizing social media for customer service.

e-support 195

e-support Customer Experience Social Media Chatbots 195

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 129

Feedback Customer Service Training Industry Customer Experience 129

ShepHyken

AUGUST 31, 2020

Here’s a very nice piece that is not only about working remotely, but also is focusing on customer service. Don’t stop at customer service when you can deliver customer experience improvements by Paul Selby. 7 Ways to Ensure Your Social Presence Improves Your Customer Experience by Scott Clark.

Customer Service 111

Customer Service Social Media Customer Service Training Infographics 111