ShepHyken

APRIL 25, 2018

For those that haven’t been following, the five-steps are: 1) Acknowledge the problem and thank the customer for bringing it to your attention. He was joking, of course, but the humor was another way to add some personality into the recovery effort. 2) Apologize for the problem. 3) Fix it or discuss the resolution. 5) Act with urgency.

Customer Confidence 63

Customer Confidence Customer Service Training Course Customer Service 63

ChurnZero

SEPTEMBER 7, 2023

Illustrate how the customer’s hard work and strategies, along with your product—as the supporting role, of course—helped them make that transition. Give customers the space to ask questions. Alignment is understanding why the customer cares. Invite customers to influence the conversation.

How To 52

How To Meeting Customers Engagement 52

ShepHyken

NOVEMBER 30, 2018

Customers and organizations agree that the ability to seamlessly span channels is the hallmark of the omnichannel revolution. Trouble spanning channels, meanwhile, ranks as one of the biggest customer experience pain points. That recommendation is, of course, the epitome of a cliché.

Omni-Channel 95

Omni-Channel Self Service Policies Abandon Rate 95

InteractionMetrics

APRIL 16, 2024

Whatever you promote about your company sets up what customers expect. For instance, if your website bellows that customer care is one of your core priorities, then naturally, customers will expect above-average customer service. Of course, it can be painful to face your shortcomings. But it’s how we grow.

Strategy 52

Strategy Customer Experience Effort Score Net Promoter Score 52

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Empathy: A short experiential course designed to inspire a true culture of empathy. How to Deliver a Wow Customer Experience: 20 Ideas to Help You WOW customers. Course Descriptions.

Customer Service 53

Customer Service Training Course Customer Service Training 53

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Empathy: A short experiential course designed to inspire a true culture of empathy. How to Deliver a Wow Customer Experience: 20 Ideas to Help You WOW customers. Course Descriptions.

Customer Service 40

Customer Service Training Customer Service Training Course 40