ShepHyken

JULY 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Is Customer Service The Same As Customer Experience? My Comment: What’s the difference between customer service and customer experience? Here are my top five picks from last week.

Customer Journeys 120

Customer Journeys Customer Service Exercises B2C 120

Kustomer

FEBRUARY 17, 2022

What Is Customer Service Burnout? Customer support jobs are stressful due to time pressures, complex problems and potentially frustrated customers. Customer service burnout can happen more frequently than in other areas of work. What Are the Common Causes of Burnout in Customer Service Agents?

Tips 97

Tips Customer Service Exercises Omni-Channel 97

Who's Your Gladys?

APRIL 4, 2016

Customer service is like exercise – do it right, and you see results. If it was, everyone would have six-pack abs and a stellar customer-focused culture. Want to pass the customer focus fitness test? The post Does Your Business Pass the Customer Service Fitness Test? It’s simple.

Customer Service 100

Customer Service Exercises Culture Customer Focused 100

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

Customer Service 62

Customer Service Tips e-support B2C 62

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? We develop personas for specific activities around customer experience management. Customer Service Blueprinting.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

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' It’s that simple.

Customer Service 100

Customer Service Exercises Customer Service Training How To 100

Kayako

JULY 28, 2016

One of the hardest parts about hiring is knowing those on the job skills that are so important in customer service. You want to know if your candidate has the ability to: Grow customer loyalty. Nurture a close-knit customer community. Win new customers by removing barriers and reassuring potential buyers.

Customer Service 120

Customer Service Exercises Customer Service Representative Culture 120

CX Accelerator

OCTOBER 3, 2019

Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one. In the onboarding phase, I'm being more direct about how we honor our customers’ voice together to ensure a memorable, consistent experience. Leave us a comment.

Tips 296

Tips Culture Exercises Feedback 296

Vonage

JANUARY 27, 2016

If you want to improve customer service quality, every decision needs to be made with clients in mind. This is not the way to improve customer service quality! Physical exercise? Obviously not to improve customer service quality. Key learning point to improve customer service quality.

Customer Service 120

Customer Service Airlines Hotels Exercises 120

ShepHyken

JANUARY 15, 2024

Top Takeaways: Shep’s Comment: Some may not see this as a customer service or CX interview. If they are on the frontline, dealing with customers, you want an elite performer, not just a competent performer. How can businesses encourage a shift from a blaming culture to a solution-focused accountability culture?

Sports 80

Sports How To Exercises Culture 80

ShepHyken

DECEMBER 6, 2022

Building a Customer-centric Culture From the Frontlines to the C-suite. She shares how to leverage the insights of your frontline staff to design customer experiences and create a customer-centric culture. . The company’s leadership needs to be aligned with its customer experience goals. Quotes:   .

Customer Centricity 121

Customer Centricity Culture Exercises Leadership 121

Kustomer

JANUARY 7, 2022

Customer service can be a challenge in any type of business, but the last two years have created unprecedented obstacles and shifting circumstances across industries around the world. Why Customer Service for Subscription-Based Business Is Crucial. What Is the Subscription-Based Business Model?

Customer Service 97

Customer Service Self Service e-support Automotive 97

ShepHyken

JANUARY 4, 2017

To kick off the start of 2017 I could share my “Top Seventeen Ways to Deliver Great Customer Service in 2017.” One of the most important ways to improve customer service is to make sure that everyone in an organization (company) is in alignment with the customer service and/or experience vision.

Customer Journeys 97

Customer Journeys Customer Focused Culture Touchpoint 97

Up Your Service

FEBRUARY 11, 2019

What is HR’s role in creating a strong and sustainable service culture? What is a service excellence culture? There’s a growing emphasis on treating employees as customers within the HR function. There’s a growing emphasis on treating employees as customers within the HR function.

Culture 40

Culture Exercises Leadership Tips 40

C3Centricity

OCTOBER 22, 2018

I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. I remind my clients that exceptional customer service examples can come from anywhere! So here are my seven learnings about customer service excellence: 1. Is that how your own customer care centre exchanges feel?

Healthcare 202

Healthcare Consumers Customer Service Company 202

Up Your Service

APRIL 15, 2019

The immediate assumption when we talk about “improving customer service” is that we refer to the activities of customer-facing team members who directly “serve” our external customers, clients, buyers, suppliers, guests, users, attendees, diners, students, patients, etc.

Customer Service 71

Customer Service Exercises Culture Retail 71

Kustomer

OCTOBER 28, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Phil Irvine. In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two other CX pros at Kustomer – Gordana and Chad. Let’s Hear it for Customer Service Week!

Customer Service 98

Customer Service Customers Interaction Customer Experience 98

CX Accelerator

OCTOBER 3, 2019

Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one. In the onboarding phase, I'm being more direct about how we honor our customers’ voice together to ensure a memorable, consistent experience. Leave us a comment.

Tips 182

Tips Culture Exercises Feedback 182

CX Accelerator

OCTOBER 3, 2019

Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one. In the onboarding phase, I'm being more direct about how we honor our customers’ voice together to ensure a memorable, consistent experience. Leave us a comment.

Tips 182

Tips Culture Exercises Feedback 182

ProProfs Chat

JULY 6, 2018

Did you know whenever we receive good customer service from a company, we tell two to three people. Quality of customer service is the golden key to enhance a brand image. Not only this, we can put in more efforts on improving our customer service. Thank them for being a customer and do so frequently.

Customer Service 100

Customer Service Tips Culture Customers 100

Michel Falcon Experience

NOVEMBER 7, 2019

As for exercising, sure I go to the occasional Barry’s Bootcamp but I wouldn’t allow anyone else to train me other than the trainers at SWAT Health. The post How to Earn Customer Loyalty and Maximize Employee Retention With A Unique People-First Culture Strategy appeared first on Customer Experience Customer Service Keynote Speaker.

Loyalty 60

Loyalty Culture Strategy How To 60

ShepHyken

FEBRUARY 6, 2019

My job is to talk to them about customer service. As part of my homework, Todd Hopkins, their CEO, shared the Office Pride Culture book. It was Tony Hsieh’s book that inspired Hopkins to write his own culture book, which is a great exercise for an organization to consider. Do they align with what you believe in?

Culture 111

Culture Exercises Customer Service Training Brand Values 111

ShepHyken

OCTOBER 26, 2016

A customer service book, written by your employees, featuring great customer service experiences, for both internal customers and external customers. One of the most popular exercises we share with our clients is something called the Moments of Magic Card®. But, not just any book.

Customer Service 48

Customer Service Exercises Customer Service Training Culture 48

Up Your Service

APRIL 15, 2019

The immediate assumption when we talk about “improving customer service” is that we refer to the activities of customer-facing team members who directly “serve” our external customers, clients, buyers, suppliers, guests, users, attendees, diners, students, patients, etc.

Customer Service 45

Customer Service Exercises Culture Retail 45

ShepHyken

JANUARY 18, 2017

Recently one of our subscribers asked me, what traits a person must possess to deliver a good customer service experience. I asked if this was for a customer support rep, and he said no. There is an exercise we occasionally do in our workshops. He was hiring for his IT department. All of the above and more.

Customer Service 48

Customer Service Exercises Customer Focused Customer Service Training 48

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back.

Company 72

Company Fashion Customer Service Training Comparison 72

Peter Lavers

DECEMBER 8, 2017

They continuously invest a large amount in improving customer service by training employees. In this article, we are showing you some of the best customer service training ideas that should refresh your support service and take it to a higher level. #1 2 Role Play Exercise. 1 Active Listening Practice.

Customer Service Training 68

Customer Service Training Training Customer Service Exercises 68

BlueOcean

MAY 29, 2019

This isn’t just an imaginative exercise – it’s a situation we’ve witnessed in real life, with one of our own valued clients. Here are a few considerations: Culture fit. A shared culture is key – that’s probably one of the biggest reasons you’re choosing not to offshore your project. Miraculously, it’s the perfect fit.

Contact Center 185

Contact Center Culture Comparison Exercises 185

CX Accelerator

APRIL 11, 2018

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. It's time to go from surviving to thriving for the sake of our employees and our customers. Nate has used a "start, stop, keep" exercise many times to identify energy vampires and kill them.

Customer Experience 182

Customer Experience Effort Score Exercises Wireless 182

Customers That Stick

JANUARY 9, 2020

Check out the video below to hear Adam’s one win that you can take away from Younger Next Year to improve your organization’s customer experience and customer service. The key to the program is found in Harry’s Rules: Exercise six days a week. About Younger Next Year. Don’t eat crap.

Exercises 78

Exercises Customer Centricity Video Culture 78

CSM Magazine

MARCH 28, 2024

Open Communication Channels Create a culture of openness. Organize Team-Building Activities Team-building exercises can enhance cooperation and reduce tensions. Promote Physical Health Initiate office wellness challenges or provide gym memberships/discounts. Physical health is intrinsically tied to mental well-being.

Contact Center 52

Contact Center Call Center Exercises Resources 52

CSM Magazine

SEPTEMBER 27, 2017

We recognize bad customer service right away, it’s like a flashing beacon. We tell all our friends and colleagues about bad customer service, and the story spreads like wildfire. . Here are my tips for taking your customer service from good to exceptional (and not shipping BBQ tongs!):

Customer Service 61

Customer Service Knowledge Base Social Media Exercises 61

CSM Magazine

MARCH 28, 2024

This technology not only enhances operational efficiency but also improves customer service by offering transparent and timely communication regarding mail status. Team building and problem-solving exercises can also enhance cohesion and efficiency within the mailroom staff.

Policies 52

Policies Competitive Advantage Guidelines Exercises 52

Qualtrics

SEPTEMBER 12, 2019

To be truly customer-centric you need to empower people at all levels of your organization to listen to the customer and act on insights. Find out how American Express built a world-class customer culture by using a broad spectrum of approaches from empowering employees to capturing and acting on customer insights.

Customer Centricity 24

Customer Centricity Culture Exercises Customer Service Representative 24

Kustomer

NOVEMBER 22, 2021

Customer support jobs are stressful due to time pressures, complex problems and potentially frustrated customers. What Are the Common Causes of Burnout in Customer Service Agents? Frustrated Customers: Customer support means dealing with consumers directly and any problems they might have with a retailer.

Tips 98

Tips Exercises Omni-Channel Chatbots 98

CSM Magazine

DECEMBER 10, 2021

Unfortunately, in customer service settings, these sentiments affect much more than employee happiness or turnover—often impacting customer interactions and even customer satisfaction with your brand. If you want to grow and sustain employee engagement fostering a culture of respect can have an immeasurable payback.

Customer Journeys 98

Customer Journeys Omni-Channel Employee Experience Employee Engagement 98

NICE inContact

JUNE 20, 2017

There are four easy ways that contact center leaders can improve relationships across functions to streamline processes, foster a culture of understanding, and educate and develop employees to enhance the customer experience. Cross-functional job shadowing positively contributes to a culture of understanding. For example ….

Contact Center 122

Contact Center Culture Exercises Customer Service Representative 122