ShepHyken

SEPTEMBER 16, 2020

I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience. It’s the same for certain aspects of customer service. Not that much!

Customer Service 165

Customer Service Customer Service Training Training Customer Service Representative 165

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. Follow on Twitter: @Hyken.

Customer Service Representative 177

Customer Service Representative Banking Social Media Customer Service Training 177

LiveChat

NOVEMBER 16, 2018

From becoming “friends” with customers via social media to getting inside their pockets via smartphone apps to offering customer support 24 x 7 x 365, businesses have pulled no stops at pleasing the customer in the race for market domination. On the other hand, poor customer service can cost companies dear.

Poor Customer Service 45

Poor Customer Service Call Center Customer Service Representative Customer Care 45

ShepHyken

MARCH 14, 2018

You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” Since customer service has become a center of attention for most companies (even though some still don’t get it right), “That’s not my department” is being heard less and less.

Wait Times 108

Wait Times Customer Service Training Customers Customer Service 108

ShepHyken

AUGUST 31, 2016

Customer Support. Have you ever called a company’s phone support number, talk to their customer service rep, have that rep transfer you to another person, only to have to repeat the story all over again? How about when you dial the company’s support number and the automated prompt asks you to put in your customer number.

Insurance 90

Insurance Customer Relationship Management Banking Customer Service Training 90

ShepHyken

SEPTEMBER 7, 2016

Just last week I wrote an article about companies that ask customers to repeat their problems, account numbers and more. For example, getting transferred from one customer service representative to the next and having to repeat the issue. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Representative 48

Customer Service Representative Customer Service Training Customers Customer Service 48

LiveChat

AUGUST 3, 2018

They know me right when I call – they already have my phone number to identify me with, the customer service representatives greet me with my name right away and the problem gets tackled in a jiff, all thanks to the magic of information. My favorite companies are ones that spare me the rigmarole entirely.

Customer Focused 28

Customer Focused Company Multi-Channel Airlines 28