Vonage

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. Your Service” books and founder of UP! Your Service.

Culture 174

Culture Hotels Customer Service Hospitality 174

Bill Quiseng

MAY 24, 2023

It’s the same for customer service. You already know what customer service is, but to make it flourish, you and your team need to be reminded periodically. So, I offered people a continuous education in customer CARE. If you missed it, just follow it here: Don’t offer customer service training.

Customer Service 113

Customer Service Customer Service Training Customer Care Training 113

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. It happens all the time. She was amazing.

Customer Service Training 98

Customer Service Training Training Customer Service Airlines 98

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. The post 3 Ways to Add Magic to your Customer Service Training appeared first on Customer Experience Consulting.

Customer Service Training 137

Customer Service Training Training Customer Service Consulting 137

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out.

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Culture Customer Centricity Sports Customer Service Training 107

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. Drawing inspiration from my experiences and insights into the evolving dynamics of customer interactions, let’s explore five pivotal strategies that can elevate your small business from being good to unforgettable.

Self Service 76

Self Service Customer Service Airlines Touchpoint 76

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. How do you teach good customer service?

Customer Service Training 52

Customer Service Training Video Training Customer Service 52

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. How do you teach good customer service?

Customer Service Training 52

Customer Service Training Video Training Customer Service 52

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. Customer engagement starts within.

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Customer Service Training Training Customer Engagement Engagement 70

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. Unfortunately, there was no meeting room where I could sit down for training sessions , or 24/7 mentors who can walk me through the topics in my onboarding sheet.

Customer Service Training 140

Customer Service Training Video Training Customer Service 140

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.

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Customer Service Training Training Tips Customer Service 62

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

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Customer Service Contact Center Chief Customer Officer Call Center 251

Integrity Solutions

SEPTEMBER 28, 2023

It’s never been more important to understand your customers and what they value. It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses.

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Customer Service Training Training Customer Service Contact Center 110

Vonage

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.”. But what a challenge for committed service providers! What a conversation!

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Culture Customer Service Entertainment Hospitality 120

CSM Magazine

JUNE 8, 2023

Customer service sucks. It is worse today than in 1979 when I decided to do something about customer service and developed the world’s first customer service program, Feelings which was released in January 1980. Most owners of businesses believe they already have great service.

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Customer Service Customer Service Training Communication Customers 105

ShepHyken

MAY 19, 2021

This is simply a positive experience we created for either a customer or team member at Shepard Presentations. It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. By the way, this is the same exercise we teach in our customer service training programs.

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Meeting Customer Service Exercises Customer Service Training 138

Vonage

SEPTEMBER 26, 2017

A government employee questioned whether my service teaching had any value for his department. After all, he reasoned, why bother providing customer service excellence to “captive customers” who have no choice? Customers wait in line with appreciation rather than frustration. What’s the result?

Customer Service 186

Customer Service Tourism Government Culture 186

Vonage

OCTOBER 2, 2017

A government employee questioned whether my service teaching had any value for his department. After all, he reasoned, why bother providing customer service excellence to “captive customers” who have no choice? Customers wait in line with appreciation rather than frustration. What’s the result?

Customer Service 186

Customer Service Tourism Government Culture 186

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Strategy 224

Strategy How To Wait Times Customer Satisfaction 224

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. How do you handle a bad customer service experience ? Here are my top five picks from last week.

Customer Service 143

Customer Service Social Media Report Culture 143

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

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Customer Service 132

Customer Service Loyalty Programs Customer Journeys Customer Centricity 132

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. As the customer journey continues to evolve into something more dynamic and diverse, it’s imperative to think about ways of optimising your (hopefully) amorous customer relationships through your business communications.

Customer Service 58

Customer Service Customer Centricity Loyalty Programs Culture 58

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. Didn’t these same executives, not that long ago, talk about how their customers were so important, about how they must be treated with dignity and respect?

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Leadership Culture Customer Service Training Training 120

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. For instance, you can promote solving customers’ problems in less than 3 minutes.

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Customer Service Training Training Customer Service Groups 74

ShepHyken

DECEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. Over the last 20 years, possibly the most common direction for that conversation to move is toward acquiring new customers. My Comment: Let’s start this Top Five roundup with a list of questions on customer retention.

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Customer Service Contact Center Customer Retention Video 60

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

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Customer Experience Customer Service Social Media Consulting 147

ShepHyken

NOVEMBER 25, 2020

Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” The Right Culture : This is where it starts. Leadership defines the customer service and CX vision for everyone to follow. So, I’ve listed some of the essential ingredients.

Customer Service 143

Customer Service Leadership Training Customer Service Training 143

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. There are many others, and this is just one of the reasons Zappos is recognized as one of the top customer service companies on the planet.

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Customer Service Culture Customer Service Training Leadership 130

ShepHyken

JULY 5, 2021

Each week I read many customer service and customer experience articles from various resources. Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. My Comment: Do your customers open your emails to them?

Customer Service 146

Customer Service Loyalty Programs Hotels Infographics 146

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. 3 Fake Customer Communication. 2 Role Play Exercise.

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Customer Service Training Training Customer Service Exercises 68

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

Kayako

NOVEMBER 21, 2018

When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers. The brands mentioned above aren’t just shaping the customer service experience for their customers. The solution?

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Culture Banking How To Customer Service 120

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.

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Customer Service Poor Customer Service Customer Service Representative Course 125

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 post VIDEO – Customer Service Training 101: How to Build a World-Class Program appeared first on Michel Falcon.

Customer Service Training 60

Customer Service Training Video Training Customer Service 60

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. And if you want to earn your customers’ trust, give them a consistently good customer experience. An influx of orders, too few staff and emotions running high can mean an increase in mistakes and dissatisfied customers.

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Customer Service Retail Consumers Metrics 56

Vonage

MARCH 6, 2017

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. Sometimes that doubles as a brand promise.

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Customer Service Hotels Customer Service Training Customers 149