Call Experts

FEBRUARY 17, 2022

It would be best if you understood the product or service you’re selling and the needs and desires of your customers. And you need to know how to resolve problems when they arise. How to Use Contact Center Services Effectively to Improve Customer Service. AI-powered Customer Service Tools.

Contact Center 98

Contact Center Customer Service Self Service How To 98

ShepHyken

JUNE 4, 2021

On-hold time is defined as the time that the customer has to wait on hold while the customer agents need assistance from any supervisor or their call is connected to someone else. Customers get a feeling of satisfaction when their problems are resolved by the customer care agents without any fuss.

First Call Resolution 80

First Call Resolution System Self Service Management 80

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. Videos discussing key points from Myra’s Verbal Aikido training workshop .

How To 40

How To Customer Service Training Video Training 40

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. Customer Experience Designer & Professional Speaker. Myra Golden Media.

How To 40

How To Customer Service Training Video Training 40

Kayako

NOVEMBER 21, 2018

For instance, Chick-Fil-A’s customer service is so noteworthy it spawned countless memes and is one of the keys to them generating more revenue per restaurant than any other fast food chain in the U.S. 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

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Social Proof.

Social Media 87

Social Media Self Service Customer Service Marketing 87

ShepHyken

DECEMBER 6, 2021

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? So, if customer service isn’t a department, what do you call it? How about “customer care?”

Self Service 67

Self Service Customer Service Chatbots Customer Care 67

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. The post How Much Does It Cost to Give Great Customer Service?

Customer Service 167

Customer Service Customer Service Training Training Customer Service Representative 167

ShepHyken

AUGUST 7, 2019

That’s when he dropped the “bomb” on the audience—several thousand customer care professionals, all anxiously awaiting Tony’s comments. He informed them that the customer was no longer the first priority. Culture had replaced the customer as the top priority. Entire books have been written about how to create a culture.

Customer Service 131

Customer Service Culture Customer Service Training Leadership 131

ShepHyken

JANUARY 28, 2019

While an excellent concept for customers, it is also appropriate for the colleagues you work with. Social media customer care best when humans and bots are at play by Tara Jones. Retail Customer Experience) Here are five considerations for a mindfully sound social care strategy. ” Download it today!

Social Media 98

Social Media Customer Service Customer Care Insurance 98

Comm100

MAY 10, 2018

Here are the top 7 reasons why complaining customers are your best customers, and what you can do to turn dreaded customer complaints into golden opportunities. Complaining Customers Care. If there is one thing that can be said about complaining customers, it’s that complaining customers care.

Customers 200

Customers eBook Policies Customer Service Training 200

ShepHyken

FEBRUARY 12, 2024

Beyond Transactions: How to Build Lasting Client Partnerships by Lisa D. Jenkins (Social Media Examiner) Want to deliver extraordinary customer care that leads to client retention? Wondering how your approach to customer experience leads to tangible outcomes like increased sales, customer retention, and referrals?

Self Service 66

Self Service Customer Service Social Media Ecommerce 66

ShepHyken

OCTOBER 28, 2020

My buddy and professional gifting genius, John Ruhlin , talks about “loving on your customers.” It’s his expression for sending customers meaningful and memorable gifts. I had a great call with a team of real estate agents the other day and we talked about how to show their clients how much they loved them.

Culture 152

Culture Social Media Customer Service Training Customers 152

ShepHyken

MAY 28, 2018

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. Luckily, today we know far more about how to provide people with the experience they want. by Sue Duris.

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

ShepHyken

MARCH 26, 2018

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. . How Chewy Built a $3 Billion Business Based on Customer Experience by Mike DuPuy. When Customer Service Enters the Home by Melissa Thompson.

Airlines 86

Airlines Customer Service Social Media Customer Satisfaction 86

ShepHyken

SEPTEMBER 4, 2017

One of the big takeaways is that the leaders close the loop on feedback within 48 hours, which according to CustomerGauge, leads to a 12% increase in customer retention. 10 Insights from Customer Care Experts & Influencers by CGS. Why Visual Support is the Future of Customer Service by Robert C.

Customer Service 63

Customer Service Net Promoter Score Self Service NPS 63

ShepHyken

SEPTEMBER 23, 2020

They follow up, even when they don’t have to, because they know it’s that little extra effort that can be the difference between the customer saying, “They fixed the problem,” and “Wow, they sure know how to take care of their customers when there is a problem!” For information, contact 314-692-2200 or www.hyken.com.

Effort Score 131

Effort Score Exercises Travel Customer Service Training 131

ShepHyken

MARCH 21, 2018

While it’s nice to predict problems and how to deal with them before they ever happen, that’s not realistic. Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. That’s what might happen the first time, but it shouldn’t happen a second time.

How To 51

How To Sports Customer Service Training System 51

ShepHyken

JULY 24, 2019

There were even some convenient instructions on how to insert the parking ticket and credit card into the machine. Now you know how to do it next time.”. There are certain phrases you should never say to a customer when they are wrong. Unfortunately, it didn’t work. Even worse, it took my card and didn’t give it back.

Customer Service Training 128

Customer Service Training Training System Customer Focused 128

Comm100

APRIL 16, 2018

This book teaches us how to deal with customers to promote a “walk through fire” degree of loyalty the way Disney World does it. Lessons From the Mouse promotes a few tenets which should be followed to promote customer loyalty. How to Apply Concepts from Lessons from the Mouse. Lessons From the Mouse.

Effort Score 103

Effort Score Self Service Exceptional Customer Service Customer Satisfaction 103

Myra Golden

DECEMBER 9, 2019

This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. Steps 2-6 are how to handle the body of the call in a friendly and warm way. Customer Care. How may I help you today?” I can understand how frustrating it is when your rental car breaks down.” “I

Customer Experience 52

Customer Experience Call Center Video Training 52

ShepHyken

NOVEMBER 19, 2018

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! Many of the customer service mistakes mentioned in this article aren’t “rookie mistakes.” by Deeksha Dadu.

Customer Service 87

Customer Service Self Service Customer Centricity Video 87

ShepHyken

OCTOBER 23, 2023

This short article has several tips on how to get reviews, why you want reviews, and more. The Future of Customer Loyalty by Rajesh Midha (Fast Company) Customer loyalty is evolving. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 63

Customer Service Contact Center Loyalty Tips 63

ShepHyken

AUGUST 16, 2017

After you’ve done this and everyone is comfortable with answering those first three questions, come up with three more popular questions and properly train how to answer them. Everyone should know how to answer these questions properly and with consistency, from one employee to the next. Follow on Twitter: @Hyken.

Training 83

Training Customer Service Training How To Loyalty 83

ShepHyken

MARCH 20, 2017

Here are three tips for writing a heartfelt apology to a customer. My Comment: I hate when I’m calling a customer support center for help and the apology for my “inconvenience” is scripted and insincere. This is a short article about how to apologize. Want to Build Customer Loyalty? It’s simple. Follow on Twitter: @Hyken.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

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. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Here’s another great story we can learn from.

Customer Service 131

Customer Service Insurance System Customer Focused 131

ShepHyken

DECEMBER 19, 2018

I found a mechanic who had one bay in an industrial area and knew how to work on these older cars. I remember taking my car in for service and asking him, “What’s this going to cost me?” Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service Training 120

Customer Service Training Customers Loyalty Training 120

ShepHyken

MAY 29, 2017

(McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions. Société Générale’s group head of corporate resources and innovation explains how to achieve such symmetry. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service 96

Customer Service Airlines Chatbots Resources 96

ShepHyken

OCTOBER 3, 2018

And, the best people in customer service know how to do it with tact and diplomacy – in a way that gets the customer to want to come back. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com.

Customer Service Training 119

Customer Service Training Customer Service Customers Training 119

ShepHyken

APRIL 2, 2018

My Comment: Here’s a short, but excellent, article on the right way to do a customer survey – at the right time, the right length, the right questions, and how to use the results. Sales & Happy People, Guaranteed: Customer Support That Works by Lightricks. Medium) Ever been put on hold for three hours?

Self Service 54

Self Service Customer Service Hospitality Survey 54

ShepHyken

SEPTEMBER 5, 2018

We can train people on how to deliver good customer service. We teach people how to greet customers when they walk in the store, how to properly answer the phone when customers call the company and much more. It’s easy to teach the basics. They are part of the operation and the process.

Self Service 90

Self Service Customer Service Training Training Customer Service 90

ShepHyken

FEBRUARY 19, 2018

My Comment: Here are some great stats and facts that support the need for better customer service. Then the article goes on to discuss the importance – and the benefit – of proper training. Customer service training doesn’t cost, it pays. And how to get to that point? “Be Be more efficient.” “Do

Self Service 82

Self Service Customer Service Social Media Customer Service Training 82

ShepHyken

APRIL 17, 2017

Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Joseph Michelli) Here are some broad approaches to activating promoter behavior in your loyal customer base. How to Drive Customer Loyalty Among Millennials by Timi Garai.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

ShepHyken

DECEMBER 10, 2018

Try some of these ideas, old and new, and you may build an even better relationship with your customers. How To Build A Brand: 14 Effective Strategies To Improve Customer Experience by Forbes Communications Council. But not all customer experience (CX) strategies are created equal. But customer service?

Customer Service 92

Customer Service Fashion Customer Satisfaction Customer Service Training 92

ShepHyken

DECEMBER 20, 2018

The last thing your customer wants is an excuse. Keep in mind that when a customer says anything negative about your product or service, don’t just listen – take action! How to Stay Competitive. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Video 122

Video Customer Service Customer Experience Customer Service Training 122

ShepHyken

JULY 4, 2018

The customer support rep can simply tell me and walk me through the steps, and that may take some time. Or, maybe send me a link to a video that shows me, step-by-step, how to accomplish what I’m having trouble with. So, how does a company strike a balance between digital and human? Follow on Twitter: @Hyken.

Chatbots 98

Chatbots Video Customer Service Training Retail 98

ShepHyken

MAY 17, 2017

When the cable goes out, upset customers call, email, tweet, post on Facebook, etc. So, Frankie sat down with her team to brainstorm how to handle a tweet that a customer posted asking how long it would be before their cable TV was restored. her cable company for two reasons. For information contact or www.hyken.com.

Customer Service 100

Customer Service Social Media Customer Service Training Customers 100