ShepHyken

APRIL 28, 2021

This is a great customer service training lesson. So, he calls the dealership’s customer service number, which was actually a support center for all of that brand’s dealerships in the U.S. But you knew that, and let’s all assume the customer service agent knew it, too. He bought a new car.

Transportation 174

Transportation Customer Service Training Exercises Training 174

ShepHyken

OCTOBER 7, 2020

Sitting outside in the heat, baking between the two doors, was not customer service… it was customer disservice. It is not merely the opposite of customer service —that would be bad customer service. This scenario was more like “no customer service.”. This is customer disservice.

Customer Service Training 164

Customer Service Training Training Customers Customer Service 164

ShepHyken

MAY 5, 2021

In the customer service world, people have expectations. If it doesn’t, they expect the company to stand behind its products and services. The effort a customer makes to get the problem resolved – hopefully, it’s minimal effort – is ideally rewarded with an acceptable and expected resolution. Consider that number.

Customer Service Training 153

Customer Service Training Customer Service Customer Experience Training 153

ShepHyken

DECEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care?

Self Service 67

Self Service Customer Service Chatbots Customer Care 67

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? Here are my top five picks from last week.

Self Service 82

Self Service Customer Service Customer Service Training Customer Care 82

ShepHyken

JULY 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Improving Social Media Customer Service by Fara Haron. My Comment: Companies are using social media customer care/service to increase loyalty and gain market share.

Social Media 117

Social Media Customer Service Trends Tips 117

ShepHyken

OCTOBER 17, 2018

These three areas are what drives the experience at Apple. This is why their customers are in love with the company. Engagement: This starts with having active conversations with your customers, in person and online via the Apple website, social media or any other way the customer and Apple can engage with each other.

How To 121

How To Social Media Customer Care Brands 121

ShepHyken

MAY 20, 2020

My friend Stacy Sherman , head of customer experience at Schindler Elevator Corporation , is personally dedicated to “humanizing business.”. She is not only “in the trenches,” working in the customer service and experience world, she has also been recognized as a customer experience thought leader.

Customer Service Training 140

Customer Service Training Training Customer Service Course 140

ShepHyken

JANUARY 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. What Do Customers Really Think Of Your Brand? My Comment: Too often an organization’s leadership believes the experience and service they provide a customer is better than it actually is.

Social Media 98

Social Media Customer Service Customer Care Insurance 98

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.

Customer Service 131

Customer Service Culture Customer Service Training Leadership 131

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. Not to mention that this guest wants to tell the world about the experience.

Customer Service 131

Customer Service Insurance System Customer Focused 131

ShepHyken

SEPTEMBER 23, 2020

I was asked an interesting question in an interview about a lesson I learned from a personal experience, and my hockey experience is the perfect example. What does this have to do with customer service and business? Let’s say you have a customer that is upset. The customer is happy. They go away happy.

Effort Score 131

Effort Score Exercises Travel Customer Service Training 131

ShepHyken

OCTOBER 28, 2020

It may have been Tim Sanders in his revolutionary book, Love Is the Killer App , who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers. If you truly love your people, love your customers and love what you do, it shows. Some still are.

Culture 152

Culture Social Media Customer Service Training Customers 152

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. An updated loyalty program can help keep you connected to customers. Understanding what gives your customers “gratification” will help you meet and exceed their expectations.

Customer Service 70

Customer Service Hospitality e-support eBook 70

ShepHyken

FEBRUARY 5, 2020

What if you only had one customer left to do business with? Maybe this was the last customer on earth? 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.

Customer Service Training 142

Customer Service Training Customers Course Customer Service 142

ShepHyken

MARCH 7, 2018

The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization. They’re your front line for your customers.

Customer Service Representative 178

Customer Service Representative Banking Social Media Customer Service Training 178

ShepHyken

MARCH 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. You’ll love this story about how a member of the airline’s social media customer care team took care of a passenger during her flight. . Here are my top five picks from last week.

Airlines 86

Airlines Customer Service Social Media Customer Satisfaction 86

ShepHyken

OCTOBER 2, 2019

A friend of mine recently told me about their bad experience at a restaurant. For the restaurant, that meant taking care of an experience that completely went wrong. It was one thing after another that created a bad experience. For this to work, your standard must be higher than your customers’. Back to the lesson.

Customer Service Training 128

Customer Service Training Meeting Customer Experience Training 128

ShepHyken

FEBRUARY 20, 2019

When it comes to taking care of customers, sometimes people go a little further than expected. There’s no incentive other than the desire to care for someone else. In a sense, that is what customer service is about. He just wanted to take care of his customer. That’s what customer-focused people do.

Hotels 106

Hotels Customer Focused Customer Service Training Customer Service 106

ShepHyken

OCTOBER 25, 2017

Not long after this lunch, I had the opposite experience. Sometimes it’s what a customer doesn’t do or doesn’t say that gives you the opportunity to create an amazing customer service experience. And, you’ll take advantage of this moment to deliver a better service experience. He was flawless.

Tips 147

Tips Customer Service Customer Service Training Customers 147

ShepHyken

MAY 28, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it.

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience.

Customer Service 99

Customer Service Social Media Chatbots Trends 99

ShepHyken

NOVEMBER 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune!

Customer Service 87

Customer Service Self Service Customer Centricity Video 87

ShepHyken

SEPTEMBER 4, 2017

Each week I read a number of customer service and experience articles from various online resources. The top five things you hate most about customer service by Sarah Ingrams . An outstanding experience can persuade you to keep returning to a brand; being treated badly can put you off for life.

Customer Service 63

Customer Service Net Promoter Score Self Service NPS 63

ShepHyken

FEBRUARY 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Top 5 Tips to Improve Social Customer Service by Kristina Knight. And, while about two-thirds of consumers contacting b usinesses for customer service are doing so on social media, this is a problem.

Self Service 82

Self Service Customer Service Social Media Customer Service Training 82

ShepHyken

MAY 8, 2019

The food was great, but the service ended on a sour note. His attitude toward the end of our experience reminded me that sometimes people don’t do what is requested – or even expected – simply because they don’t want to make the little extra effort to take care of their customers. Our server got lazy.

Customer Service Training 118

Customer Service Training Course Training Customer Focused 118

ShepHyken

DECEMBER 19, 2018

As I started to perform more and more for money, I could afford to be a regular customer of Al’s. Earning your customers’ trust typically takes time. It comes from a predictable and consistent set of experiences. Your customers know what to expect, and you deliver every time. So, how much do your customers trust you?

Customer Service Training 120

Customer Service Training Customers Loyalty Training 120

ShepHyken

FEBRUARY 22, 2017

Jordan Zabel deals with high-end customers who expect high-end customer service because he is the Director of Sales for Jet Linx , a private jet company that offers their services to corporate and private members. Jordan knows exactly what it takes to acquire these demanding customers. Would that be a dream job?

Sales 90

Sales Hotels Customer Service Training Loyalty 90

ShepHyken

FEBRUARY 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. 3 Customer Loyalty Trends for 2019 by SmarterCX Team. Retail Customer Experience) With nearly 3.8

Customer Service 61

Customer Service Retail Ecommerce Trends 61

ShepHyken

NOVEMBER 14, 2018

As most of you (hopefully know), my latest book, The Convenience Revolution , is all about making the customer experience as frictionless as possible. Identify touchpoints: First, start with mapping out every touchpoint your customer has with any aspect of your company. Can you deliver rather than make the customer come to you?

How To 117

How To Touchpoint Customer Service Training Video 117

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.

Culture 120

Culture Banking How To Customer Service 120

ShepHyken

JULY 4, 2018

A little box pops up and there’s a picture of a customer service rep with a typed message asking if you need help. The digital experience had gone awry. There needs to be a balance between the digital and human experience. A total digital experience is not always possible. Technology is great… until it’s not.

Chatbots 98

Chatbots Video Customer Service Training Retail 98

ShepHyken

MARCH 20, 2017

Each week I read a number of customer service articles from various online resources. No More Nonpologies: Apologize to Customers Like You Mean It by Leslie O’Flahavan. Here are three tips for writing a heartfelt apology to a customer. Want to Build Customer Loyalty? And, the article makes a great point.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

ShepHyken

MAY 25, 2016

I recently interviewed Nate Skinner, the VP of Customer Care for Campaign Monitor, a company that helps businesses use email to market their businesses. It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience. He knew that it was just a mistake.

Exercises 90

Exercises Customer Care Customer Service Training Customers 90

ShepHyken

AUGUST 7, 2017

Each week I read a number of customer service and experience articles from various online resources. Is The Customer Service “Department” Becoming Obsolete? This mismatch can occur even when the organization does due diligence and thinks it knows what customers want. by Mike Wittenstein. Turns out: a lot.

Customer Service 58

Customer Service Social Media Chatbots Ecommerce 58

ShepHyken

MAY 29, 2017

Each week I read a number of customer service and experience articles from various online resources. How good is your company’s internal customer experience? McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions. by Nicolas Maechler.

Customer Service 96

Customer Service Airlines Chatbots Resources 96

ShepHyken

APRIL 8, 2020

You can survey customers over the phone, via email, in focus groups and more. You can use tools such as Net Promoter Score and Customer Effort Score. I could go on and on about the different ways to measure your customer’s feedback. Think about who your customers talk to outside of your own employees.

Net Promoter Score 123

Net Promoter Score Effort Score Conference Hotels 123