Bill Quiseng
FEBRUARY 15, 2022
Don’t offer customer service training. Training is finite, usually only one to several days. Training is one-way, “I know everything, you know nothing” instruction. Training is the how and what of service.
Bill Quiseng
MARCH 30, 2022
We don’t offer customer service training. Training is top-down, one-way “I know everything, you know nothing” instruction. Training is the “how” of service. Training is to develop THE BUSINESS. Training is for a job.
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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.”.
Comm100
JUNE 30, 2016
Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.” ” And customer service training is vital to maintaining excellent customer relations. Customer Service
CSM Magazine
OCTOBER 24, 2018
Delivering a great customer experience is of utmost importance to any business, small or large, as it affects the profit margins and the company’s goodwill significantly. A study published by Harvard Business Review found that customers who have a positive experience with a company are likely to spend as much as 140% more than average. Also, these customers tend to stick with a business six times longer than those who have had a negative experience from the same business.
ShepHyken
MARCH 29, 2017
So, what does a social media marketing conference have to do with customer service? It’s been said that customer service is the new marketing. If that is true – and it is – then social media customer service is the updated version of that. And, if you’ve been following my work, you’ve heard me talk or write about how social media is a viable way to deliver amazing customer service.
Who's Your Gladys?
JUNE 9, 2015
We came across this service-savvy company when their customer care manager Nykki Yeager volunteered her team of service reps to help evaluate our upcoming “Taming Gladys! Creating Fierce Customer Loyalty in Just 12 Weeks” book and coaching program. If you’re a woman who’s into trying new cosmetics and beauty products, you probably already know about ipsy.
ShepHyken
SEPTEMBER 18, 2019
Customers don’t like to be told no. For example, one of my favorite business strategies is “one to say YES and two to say NO” , which is all about empowering employees to say “ yes” to customers. There are about sixty of them and they are recognized for great food and great service across the board. It would be very easy to say no to a customer for many of these special requests, but Cameron has a different philosophy.
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? Not everyone learns the same way, and today we are sharing with you some examples that excellent customer service training can adopt for those who may be more visual or auditory learners.
ShepHyken
MAY 20, 2020
My friend Stacy Sherman , head of customer experience at Schindler Elevator Corporation , is personally dedicated to “humanizing business.”. I tweeted , “Amazing customer service isn’t an over-the-top WOW level of service. Authenticity & caring goes a long way.”.
ShepHyken
MAY 9, 2018
Dropping the mulch off in the backyard is considered white-glove service. Even if it is “too bad,” the way you say it can include some empathy and caring that makes the customer know you feel their disappointment. When you know that your customers are regularly disappointed with a part of your process, figure out a way to eliminate that disappointment. There are many words we can use to show our customers we care.
ShepHyken
JUNE 4, 2021
He discusses why first call resolution is important and what companies can do to resolve their customers’ queries in the first call. The authenticity of an organization very much depends on the quality of the customer support that it provides. Smooth customer interaction.
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. Although this sounds like a good thing, the net result is an increase in stress for frontline customer service professionals. In short, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S.
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. Although this sounds like a good thing, the net result is an increase in stress for frontline customer service professionals. In short, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S.
ShepHyken
JULY 27, 2016
Customer Service Training. There is an old customer service saying that has to do with whenever someone disagrees with a customer: You’re not trying to win an argument. You’re trying to win a customer. You really can’t win an argument with a customer. It’s not that the customer is always right. If you’ve followed my work, you know that I believe the customer is not always right. You can let the customer keep their dignity.
ShepHyken
JUNE 3, 2016
Please join Patricia and me June 8 when we discuss how good customer service drives sales. Perhaps you agree that every customer counts and that we must never forget our customers’ perceptions of us. One single negative contact can ruin your reputation in the eyes of not only that one customer but also those of everyone else he or she knows. Each department depends upon and dovetails into the other to produce quality service or product.
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. That was until the customer said, “I would if I could get the car started.”
Integrity Solutions
MARCH 3, 2020
For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series.
Integrity Solutions
JULY 26, 2019
When call center and customer service teams are trained to recite from a script, they spend more time talking about products than listening for cues, asking the right questions and creating true customer engagement. Each year, Customer Contact Week (CCW) provides a good opportunity to get a pulse of the trends, possibilities and challenges of leading contact centers and customer experience organizations.
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. So, when a customer receives a bad experience, it stands out, because it’s unexpected. Customer Care
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. is in charge of expressing gratitude to customers. …is
ShepHyken
AUGUST 29, 2017
Nick Francis Shares How to Create a Customer-Centric Company. How would you like to increase customer loyalty? Shep Hyken interviews Nick Francis, CEO of Help Scout and thought leader in the customer service support world. First Up: Shep Hyken’s opening comments focus on introducing Nick Francis and his company Help Scout, and the recent fireside chat they had at a recent customer service and support conference. Make it about the customer.
ShepHyken
SEPTEMBER 23, 2020
This is hardcore cardio training with some friendly competition worked in, which makes for an exhilarating workout. 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.
Myra Golden
JULY 29, 2016
. We created our customer experience eLearning portal to fully prepare frontline employees to deliver friendly, empathic and personable interactions over the phone, email and chat. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Handle Difficult Customers: 5 Conversational Aikido principles to put customer service professionals in control when dealing with challenging customers.
ShepHyken
FEBRUARY 5, 2020
What if you only had one customer left to do business with? Maybe this was the last customer on earth? Not so much that your customer is the last on earth, but that they are the only one you have. Maybe this is your first—and only—customer.
ShepHyken
NOVEMBER 14, 2016
Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more. Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen. Where customers go, service follows.
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 greet the customers, handle their money, and work directly with the customers – more than anyone else in the bank – yet it is typically one of the lower-paid positions. They’re your front line for your customers.
ShepHyken
NOVEMBER 8, 2017
It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department? So, understanding that, why would a company choose to deliver an amazing customer service experience to just some of their customers and not to every customer?
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.
ShepHyken
MAY 17, 2017
I recently had the good fortune to meet Frankie Saucier , the former director of social media customer service (also known as social care) for a major cable company. 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. If the customer Tweets, posts on Facebook, etc.,
ShepHyken
OCTOBER 2, 2019
For the restaurant, that meant taking care of an experience that completely went wrong. Before I go further, I want to touch on something—that the restaurant took care of the entire check. If you’re feeling inclined to give away something for free, consider giving it when the customer comes back as a thank you. For this to work, your standard must be higher than your customers’. Make it one you, your employees, and your customers can take pride in.
Bill Quiseng
DECEMBER 6, 2021
Highlight your culture by introducing your core values, describing the empowerment processes that employees can use to exceed customer expectations and offering specific stories when employees went above and beyond for your customers. Mount posters of customer testimonials.
ShepHyken
JULY 3, 2019
Just last week I wrote about the concept of predictive customer support. Now, we take a slightly different angle with the concept of proactive customer support. The company reaches out to the customer before the customer has a chance to reach out to the company. More often than not, the customer may not even know they have a problem. As an example, when does a typical customer find out their cable TV is out?
ShepHyken
JULY 24, 2019
Didn’t she ever hear that old saying, “The customer is always right!”? I believe the customer is NOT always right. But I always remind everyone that the customer is still the customer. There are certain phrases you should never say to a customer when they are wrong. The customer usually knows they are wrong, but you don’t have to rub it in. Remember, always treat the customer with dignity and respect.
Myra Golden
JULY 29, 2016
. We created our customer experience eLearning portal to fully prepare frontline employees to deliver friendly, empathic and personable interactions over the phone, email and chat. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Handle Difficult Customers: 5 Conversational Aikido principles to put customer service professionals in control when dealing with challenging customers.
ShepHyken
OCTOBER 25, 2017
Rico was our waiter and was taking great care of us. 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. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Customer Care Customer Experience deliver a better service experience.
ShepHyken
DECEMBER 11, 2019
With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics. Here are the first ten of twenty ideas as to how you can up your customer service game in 2020.
ShepHyken
JULY 8, 2019
Each week I read a number of customer service and customer experience articles from various resources. Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. These firms do many things poorly, but a bizarre interaction with my current internet provider uncovered a brand new customer experience failure. 10 Best Things about Customer Contact Week 2019!
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. Yet service without care is like a doctor without a soothing bedside manner.
ShepHyken
AUGUST 16, 2017
There are certain questions that customers often ask. They were properly trained and receive updates on the questions and answers as needed. Come up with the top three questions your customers ask your employees. Train your people to answer the questions correctly. 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.
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