INDUSTRY INSIGHTS YOUR PEERS ARE READING
Customers don’t like to be told no. For example, one of my favorite business strategies is “one to say YES and two to say NO” , which is all about empowering employees to say “ yes” to customers. Then, through training, give employees examples that show them how far they can go. MORE
Each week I read a number of customer service and experience articles from various online resources. A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of? MORE
Shep Hyken’s Best Customer Service and Experience. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. That’s Not My Department” and 10 Other Phrases Customers Hate. Treat Your Current Customers Better than Your New Customers. MORE
One workshop participant asked this question about grading customer service excellence: “I’m designing a performance measurement system for our in-house technology team and have run into a disagreement with my boss. “He I also refer to this as “customer satisfaction.”. “B” MORE
The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. What is internal customer service–a good, workable definition? The “what”: Internal customer service is when we provide customer service to the people we work with, helping them to do their best to serve external customers and promote the interests of our company. MORE
Many companies provide customer service training for some or all of their employees. But soon after the leaders of these same companies ask why everyone in the organization hasn’t embraced a true understanding of – and commitment to deliver – service excellence ? MORE
Please join Patricia and me June 8 when we discuss how good customer service drives sales. Perhaps you agree that every customer counts and that we must never forget our customers’ perceptions of us. MORE
We created our customer experience eLearning portal to fully prepare frontline employees to deliver friendly, empathic and personable interactions over the phone, email and chat. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. MORE
Customer Service Culture. There are a number of reasons that companies fail at customer service. You can’t just say, “Let’s give great customer service.” You have to define what it is, what it looks like and what you want the customer to experience. MORE
What do customers talk about after interacting with your company? Or…they tell their friends how happy they were with the service of such an exceptionally helpful, friendly representative for your company. Most likely, one of two things happens. MORE
Some people claim that customer service is getting worse. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies who teach us what good customer service should be. That could be a sign of bad training. MORE
After building your customer-centric culture and learning how to properly recruit exceptional customer service employees you must then build your world-class training program. The type of content your training program must have. Customer Service MORE
Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! MORE
When customers walk through your doors can they tell exactly what your company culture is all about? Customer Service client relationships Customer Service Articles customer service training dpop melissa price quicken loans MORE
Four different cultures – and different points of view. We talked about the service we received at retail stores, banks, restaurants, hotels and airlines around the world. We each had very different opinions about what constitutes “good service.”. Your Service. MORE
Each week I read a number of customer service articles from various online resources. Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law. MORE
As a customer, you interact with good people who don’t seem to deliver great customer service. They are nice, even knowledgeable, but they don’t seem to be what I call customer focused. So, I took a few minutes to talk to several people about how they were trained. MORE
Since onboarding involved understanding the inner workings of Kayako and how to best deliver customer support for a SaaS product, I needed my team to teach me the ropes. I would have probably needed more time getting through the teething phase had it not been for Kayako’s training videos. MORE
As part of his onboarding process, Bob was put through customer service training. He learned about how to treat the company’s customers with dignity and respect. When leadership complains about customers, it gives permission for employees to do the same. MORE
National Customer Service Week is coming up the first week in October. This is a time to appreciate employees for doing a great job taking care of customers. And, of course, there is showing some love and appreciation to your customers. What makes good customer service?” MORE
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. These are the top- and bottom-line benefits your coaching and training programs should deliver. MORE
Customer service is like exercise – do it right, and you’ll see results. If it was, everyone would have six-pack abs and a stellar service culture. Want to pass the customer service fitness test? Customer Service Articles customer service training MORE
This reminds us that having a good system with good people who understand how to take care of their customers is the backbone of a good service experience. The guest or customer wins because of the great service. Here’s another great story we can learn from. MORE
The company’s reputation for amazing customer service is almost a cliché in the customer service world. Zappos stories have become customer service legends. Customer service is not the first priority. That’s where the culture begins. MORE
Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. ” And customer service training is vital to maintaining excellent customer relations. Customer Service MORE
When you are doing your job well, knowledge matters – and in the customer service industry, that is even truer than in others. The service sector as a whole has experienced steady but sustained growth over the past decade (approx. Author of The Service Culture Handbook. MORE
I’ve talked and written about the differences between customer service and the customer experience, also known as CX. Customer service is typically what transpires between people throughout the buying process or when there is a problem. MORE
The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. ” Building and nurturing your customer service culture should be the foundation that supports and sustains superior customer service. It’s the bedrock upon which a properly designed and focused customer experience should rest. MORE
Poor customer experience is more expensive than we think. And, as you can expect, it’s not easy to compensate these customers for it. Other words, every single customer service agent is responsible for how customers perceive your brand. MORE
Many companies have now started to realize that excellent customer service is essential to the success of the business. The question though, is how you go about training your teams to achieve those goals. Ways to Build a Coaching Culture. Embrace Training. MORE
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. Coaching Customer Service Agents for Individual Growth. “A MORE
The greatest opportunity for moving the needle on customer loyalty—that critical factor for driving long-term growth and maintaining a competitive edge—isn’t going to be found in a piece of technology, or even a new product or feature. MORE
When call center and customer service teams are trained to recite from a script, they spend more time talking about products than listening for cues, asking the right questions and creating true customer engagement. MORE
No matter what type of business you run, apart from quality product or service, you will also need a reliable and efficient support service to retain your customers in the long term. It is your main way to communicate with both potential and loyal customers. MORE
National Customer Service Week is coming up soon. This is a week to celebrate and appreciate not only our customers, but also the people who make our customers happy. In customer service, there are so many ways to do things right. MORE
To develop a strong and lasting relationship with customers, you must first strengthen the camaraderie within your organization. To keep the customers satisfied, you must first create a great corporate culture. Start with the basics — customer service training. MORE
Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com ’s tagline is Powered by Service. Three words that exhibit a commitment to the customer. MORE
When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. MORE
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. MORE
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. 7 Customer – Support Confrontation. MORE
When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. I worked with the first management team to craft vision, mission and value statements that stand out in a crowded hospitality market by defining a customer service culture. Your Service. MORE
Kayako
MARCH 21, 2018
Since onboarding involved understanding the inner workings of Kayako and how to best deliver customer support for a SaaS product, I needed my team to teach me the ropes. I would have probably needed more time getting through the teething phase had it not been for Kayako’s training videos.
Peter Lavers
FEBRUARY 27, 2018
Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now!
StellaService
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. These are the top- and bottom-line benefits your coaching and training programs should deliver.
Experience Investigators by 360Connext
JUNE 22, 2016
What do customers talk about after interacting with your company? Or…they tell their friends how happy they were with the service of such an exceptionally helpful, friendly representative for your company. Most likely, one of two things happens.
ShepHyken
NOVEMBER 1, 2017
As a customer, you interact with good people who don’t seem to deliver great customer service. They are nice, even knowledgeable, but they don’t seem to be what I call customer focused. So, I took a few minutes to talk to several people about how they were trained.
Comm100
JUNE 30, 2016
Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. ” And customer service training is vital to maintaining excellent customer relations. Customer Service
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Up Your Service
OCTOBER 25, 2016
Many companies provide customer service training for some or all of their employees. But soon after the leaders of these same companies ask why everyone in the organization hasn’t embraced a true understanding of – and commitment to deliver – service excellence ?
Magellan Solutions
MAY 25, 2018
To develop a strong and lasting relationship with customers, you must first strengthen the camaraderie within your organization. To keep the customers satisfied, you must first create a great corporate culture. Start with the basics — customer service training.
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.
ShepHyken
APRIL 10, 2019
As part of his onboarding process, Bob was put through customer service training. He learned about how to treat the company’s customers with dignity and respect. When leadership complains about customers, it gives permission for employees to do the same.
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. 7 Customer – Support Confrontation.
|
Peter Lavers
DECEMBER 8, 2017
No matter what type of business you run, apart from quality product or service, you will also need a reliable and efficient support service to retain your customers in the long term. It is your main way to communicate with both potential and loyal customers.
Micah Solomon
OCTOBER 18, 2018
The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. What is internal customer service–a good, workable definition? The “what”: Internal customer service is when we provide customer service to the people we work with, helping them to do their best to serve external customers and promote the interests of our company.
Michel Falcon Experience
AUGUST 8, 2016
After building your customer-centric culture and learning how to properly recruit exceptional customer service employees you must then build your world-class training program. The type of content your training program must have. Customer Service
Comm100
NOVEMBER 14, 2017
When you are doing your job well, knowledge matters – and in the customer service industry, that is even truer than in others. The service sector as a whole has experienced steady but sustained growth over the past decade (approx. Author of The Service Culture Handbook.
Who's Your Gladys?
APRIL 13, 2015
When customers walk through your doors can they tell exactly what your company culture is all about? Customer Service client relationships Customer Service Articles customer service training dpop melissa price quicken loans
LiveChat
FEBRUARY 15, 2016
Poor customer experience is more expensive than we think. And, as you can expect, it’s not easy to compensate these customers for it. Other words, every single customer service agent is responsible for how customers perceive your brand.
NewVoiceMedia
NOVEMBER 24, 2016
Four different cultures – and different points of view. We talked about the service we received at retail stores, banks, restaurants, hotels and airlines around the world. We each had very different opinions about what constitutes “good service.”. Your Service.
Who's Your Gladys?
FEBRUARY 4, 2015
Customer service is like exercise – do it right, and you’ll see results. If it was, everyone would have six-pack abs and a stellar service culture. Want to pass the customer service fitness test? Customer Service Articles customer service training
NewVoiceMedia
JULY 13, 2017
When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore.
ShepHyken
JUNE 8, 2016
Customer Service Culture. There are a number of reasons that companies fail at customer service. You can’t just say, “Let’s give great customer service.” You have to define what it is, what it looks like and what you want the customer to experience.
ShepHyken
AUGUST 7, 2019
The company’s reputation for amazing customer service is almost a cliché in the customer service world. Zappos stories have become customer service legends. Customer service is not the first priority. That’s where the culture begins.
ShepHyken
SEPTEMBER 18, 2019
Customers don’t like to be told no. For example, one of my favorite business strategies is “one to say YES and two to say NO” , which is all about empowering employees to say “ yes” to customers. Then, through training, give employees examples that show them how far they can go.
ShepHyken
SEPTEMBER 25, 2019
National Customer Service Week is coming up soon. This is a week to celebrate and appreciate not only our customers, but also the people who make our customers happy. In customer service, there are so many ways to do things right.
ShepHyken
SEPTEMBER 20, 2017
National Customer Service Week is coming up the first week in October. This is a time to appreciate employees for doing a great job taking care of customers. And, of course, there is showing some love and appreciation to your customers. What makes good customer service?”
Integrity Solutions
JULY 9, 2019
The greatest opportunity for moving the needle on customer loyalty—that critical factor for driving long-term growth and maintaining a competitive edge—isn’t going to be found in a piece of technology, or even a new product or feature.
ShepHyken
JANUARY 9, 2019
Some people claim that customer service is getting worse. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies who teach us what good customer service should be. That could be a sign of bad training.
ShepHyken
DECEMBER 7, 2016
Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com ’s tagline is Powered by Service. Three words that exhibit a commitment to the customer.
ShepHyken
JUNE 3, 2016
Please join Patricia and me June 8 when we discuss how good customer service drives sales. Perhaps you agree that every customer counts and that we must never forget our customers’ perceptions of us.
ShepHyken
SEPTEMBER 11, 2017
Each week I read a number of customer service and experience articles from various online resources. A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of?
ShepHyken
MAY 1, 2019
I’ve talked and written about the differences between customer service and the customer experience, also known as CX. Customer service is typically what transpires between people throughout the buying process or when there is a problem.
ShepHyken
JANUARY 2, 2019
This reminds us that having a good system with good people who understand how to take care of their customers is the backbone of a good service experience. The guest or customer wins because of the great service. Here’s another great story we can learn from.
Myra Golden
JULY 28, 2016
We created our customer experience eLearning portal to fully prepare frontline employees to deliver friendly, empathic and personable interactions over the phone, email and chat. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience.
Comm100
JUNE 26, 2018
Many companies have now started to realize that excellent customer service is essential to the success of the business. The question though, is how you go about training your teams to achieve those goals. Ways to Build a Coaching Culture. Embrace Training.
Integrity Solutions
JULY 26, 2019
When call center and customer service teams are trained to recite from a script, they spend more time talking about products than listening for cues, asking the right questions and creating true customer engagement.
ShepHyken
APRIL 24, 2017
Each week I read a number of customer service articles from various online resources. Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law.
NewVoiceMedia
AUGUST 24, 2017
One workshop participant asked this question about grading customer service excellence: “I’m designing a performance measurement system for our in-house technology team and have run into a disagreement with my boss. “He I also refer to this as “customer satisfaction.”. “B”
NewVoiceMedia
OCTOBER 2, 2017
When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. I worked with the first management team to craft vision, mission and value statements that stand out in a crowded hospitality market by defining a customer service culture. Your Service.
Micah Solomon
OCTOBER 23, 2018
The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. ” Building and nurturing your customer service culture should be the foundation that supports and sustains superior customer service. It’s the bedrock upon which a properly designed and focused customer experience should rest.
ShepHyken
DECEMBER 20, 2018
Shep Hyken’s Best Customer Service and Experience. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. That’s Not My Department” and 10 Other Phrases Customers Hate. Treat Your Current Customers Better than Your New Customers.
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