CSM Magazine

SEPTEMBER 28, 2016

The President Emeritus, Colleen Barrett, has a favorite saying about Southwest Airlines: “We are a Customer Service Company; we just happen to fly airplanes.”. Employees are supposed to focus on helping customers, not selling products. Once hired, employees are trained extensively in customer service, sales and product knowledge.

Customer Focused 40

Customer Focused Company Airlines Culture 40

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. By the end of the day, it was fixed. If I don’t do it, who will? I thanked him and asked him why he handles things like this.

Customer Service Training 140

Customer Service Training Video Course Customer Service 140

ShepHyken

MAY 12, 2021

Of course, it is. However, when the customer lost her purse, she started imagining the worst. Thank the customer for making a purchase. And of course, if the customer leaves a purse or wallet, keep it safe for them. But to the customer, that’s what makes us amazing. Wasn’t that the way it was supposed to be?

Course 164

Course Customer Service Training Retail Examples 164

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 Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.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

ShepHyken

AUGUST 21, 2019

I refer to this list as Customer-Focused Musts. For example, a restaurant’s customer-focused list could (and should!) include clean restrooms, a warm greeting, clean dishes and silverware—and of course, good food. include clean restrooms, a warm greeting, clean dishes and silverware—and of course, good food.

Customer Experience 129

Customer Experience Insurance Customer Focused Customer Service Training 129

ShepHyken

SEPTEMBER 29, 2021

Disney Institute teaches the Disney way in the form of courses on customer service and experience, leadership, and more. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Other brands have gone down this path. Follow on Twitter: @Hyken. Copyright © MMXXI, Shep Hyken).

Industry 156

Industry Hospitality Customer Service Training Leadership 156

ShepHyken

JULY 12, 2021

Customer Service Competency Class Now a Requirement for Fordham Admission by Isabella Scipioni. The Observer) Now, in order to submit an application to Fordham, all students are required to take Customer Service Competency, a course soon to be offered in most high schools. Create a good coaching and training program.

Customer Service 126

Customer Service Self Service Retail Entertainment 126

ShepHyken

OCTOBER 24, 2022

Who doesn’t want their customers to love them? So, what do you do to get your customers to love you? Top 5 Customer Experience Courses and Certifications by Scott Clark. Let’s look at the top five online customer experience courses and certifications. Some training courses are designed for all employees.

Customer Service 51

Customer Service Retail Course Customer Service Training 51

ShepHyken

JANUARY 13, 2021

Of course not. Hire good people , with a good sense of judgment, and train them to do their job. You want them to understand there is a line they shouldn’t cross, but you want them to get close to that line if necessary to take care of the customer. Did she get in trouble? Was she told what to do next time?

Hotels 147

Hotels Customer Service Training Training Course 147

ShepHyken

JUNE 3, 2020

Of course, I took him up on his offer. In a world where customer service and experience is as important as ever, it is important to properly train and empower employees to say “yes” to a customer whenever possible—as long as it is a win/win for both the customer and company. Follow on Twitter: @Hyken.

Customer Service Training 121

Customer Service Training Guidelines Training Course 121

ShepHyken

JULY 7, 2021

It’s how you interact with people, both your internal and external customers. The customer support department deals with questions, problems and complaints. Of course, their customer service skills must be at the highest level when dealing with unhappy customers and solving problems. Follow on Twitter: @Hyken.

Customer Experience 152

Customer Experience Customer Service Gamification Interaction 152

Horizon CX

MAY 19, 2023

They develop change strategies, manage the timeline and resources, coordinate communication and training efforts, and monitor the progress of the change initiative. They can provide valuable insights to support strategic planning, prioritize transformation initiatives, and drive customer-focused decision-making throughout the organization.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

ShepHyken

DECEMBER 7, 2022

We get many different answers that include low customer satisfaction, ratings are slipping, we are great and want to stay great, and our competition is always trying to catch up to us, and we need to stay ahead. Of course, there are other answers, but for today I want to focus on the last one, which is about the competition catching up. .

Customer Service 77

Customer Service Course Customer Satisfaction Customer Service Training 77

ShepHyken

MARCH 23, 2022

Of course, we can keep adding to this list, but I started thinking that many of these ideas really don’t require true talent or skill. They are a big part of why customers say, “I’ll be back!” . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Service Training 126

Customer Service Training Course Customer Service Training 126

ShepHyken

OCTOBER 13, 2021

This is just a touchpoint with your customer that is all about them. Of course, the customer may ask you something related to business, but that’s on them, not you. . Of course, there are many more ways to communicate with your customers. The post The Secret To Customer Loyalty appeared first on Shep Hyken.

Loyalty 105

Loyalty Social Media Tips Communication 105

ShepHyken

MAY 4, 2022

Of course, I thanked her and I found my seat, just a few rows from the front of the plane. Take a lesson from Bailee and say something nice at the beginning of every conversation with a customer, colleague, friend, or family member.? . I was wearing a baseball cap with the St. Louis Blues Stanley Cup Championship logo.

Airlines 128

Airlines Customer Service Training Course Engagement 128

ShepHyken

JANUARY 19, 2022

And of course, I love surprising others. If a TSA employee inspecting luggage can surprise a passenger, it shouldn’t be hard for you to find ways to deliver small surprises to your customers. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Transportation 128

Transportation Customer Service Training Course Customer Service 128

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. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Then there is the term “guest.”

Hotels 155

Hotels Connections Customer Service Training Retail 155

ShepHyken

JANUARY 26, 2022

Of course, the CEO of this great company wasn’t reaching out directly to me. You must let your customers know you are listening to them! . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. And this probably won’t surprise you … they never do! .

Survey 123

Survey Rewards Programs Airlines Hotels 123

ShepHyken

JUNE 16, 2021

Including the employees’ passions makes for even better conversation starters that get team members excited about sharing what is important to them with their customers or guests. Of course, we told him about ours. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Culture 140

Culture Customer Centricity Customer Service Training Course 140

ShepHyken

MAY 20, 2020

When you proactively reach out and talk to a customer to check-in, touch base or just let them know you’re there for them, it goes a long way toward creating peace of mind , which is another form of confidence. For example, when our clients buy our online customer service courses , we onboard them through a Zoom call.

Customer Service Training 140

Customer Service Training Training Customer Service Course 140

Customer Bliss

JANUARY 17, 2019

After taking a course led by James Heskett and Earl Sasser who wrote The Ownership Quotient , Lisa was excited to come back to Netspend with a business case that supported creating customer experience at Netspend. So I would have spent a lot more time on training. Training myself, training my team and training the company.

Connections 190

Connections Company How To Chief Customer Officer 190

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 17, 2021

Of course, he was joking. Here are five ways to show you care more about your customer than the sale : Help the customer, don’t sell the customer. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. I was appreciative, and that’s why we keep going back.

Sales 172

Sales How To Customer Service Training Customers 172

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. Of course, CX is not just about learning and identifying insights.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

ShepHyken

JULY 27, 2022

Continual training keeps employees interested and helps build new skills. . If you hire good people and train them well, let them do their job! . And of course, there’s proper compensation and benefits. . Think about how many more you could uncover if you sat down with your team and had a focused meeting on this subject. .

Culture 67

Culture Employee Experience Customer Service Training Training 67

ShepHyken

MARCH 21, 2023

Of course, today, Carnegie would write this in a more inclusive way, but the point is that people love hearing their names. Get more information on The Customer Focus ™ customer service training programs. Follow on Twitter: @Hyken

Customer Experience 67

Customer Experience Customer Service Training Course Customers 67

ShepHyken

MARCH 15, 2021

The gist of the article focuses on trust and human-to-human interaction. 12 Golden Rules for Customer Experience Strategy by Steven van Belleghem. My Comment: And here is another one of my favorite customer experience experts, Steven van Belleghem, sharing a dozen excellent tips to deliver a better CX. Most aren’t succeeding.

Customer Service 129

Customer Service Customer Service Training Customer Retention Training 129

ClearAction

FEBRUARY 13, 2023

It is a lost art that customer experience managers need to thrive. Leading Customer Experience as a Team Sport is a new course created by Lynn Hunsaker at ClearAction Continuum. This self-paced course is for anyone who wants to learn the best way to lead customer experience for strategic impact.

Sports 71

Sports Customer Experience Handbook Case Study 71

ReviewTrackers

AUGUST 6, 2020

There’s a growing amount of training courses and certifications for the modern-day marketer. We here at ReviewTrackers rolled up our sleeves and sought the opinions and experiences of marketing professionals, asking them about the best and most essential marketing certification programs and courses. Website: [link]. Cost: Free.

Course 114

Course Marketing Social Media Advertising 114

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

Net Promoter Score 171

Net Promoter Score Company Customer Centricity Airlines 171

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. Of course, it’s not just one metric. Related: Is Your Mission Customer-Focused, or an Empty Promise?

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

MARCH 3, 2021

Of course, they sent me a final message confirming the luggage was delivered. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Airlines 147

Airlines How To Travel Customer Service Training 147

ShepHyken

MARCH 6, 2019

She was a model customer service agent; friendly and helpful. Proper training and coaching could have helped. The answer, of course, is an earlier flight. The point is that if you’re working with a customer and trying to resolve a problem, consider all potential solutions, not just the first one you come up with.

Airlines 112

Airlines Customer Service Training Travel Training 112

ShepHyken

MAY 10, 2021

(Fast Company) As the adoption of digital channels skyrockets, the businesses able to thrive are the ones that understand their customers’ needs and struggles. My Comment: I love the way this article starts: “The last 12 months have been a crash course in customer experience for business leaders.” Follow on Twitter: @Hyken.

Customer Service 154

Customer Service Net Promoter Score Self Service Knowledge Base 154

ShepHyken

APRIL 15, 2020

Of course, there is a time and a place for this type of humor. Recently, one of our Shepard Letter subscribers shared an example of what they use instead of the traditional music when a customer is put on hold. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Sports 142

Sports Entertainment Customer Service Training Examples 142

ShepHyken

FEBRUARY 5, 2020

Of course, you don’t want to run out of gas in the middle of the desert! In business terms, maybe you’ll focus on making sure this customer is happy, filling the metaphorical gas tank with an excellent customer experience, so you can last—or stay in business—until you get another customer. Follow on Twitter: @Hyken.

Customer Service Training 142

Customer Service Training Customers Course Customer Service 142