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. This is a form of proactive customer service.

Customer Service 100

Customer Service Social Media Customer Service Training Customers 100

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 . Whether you’re buying new gadgets, planning a holiday or managing your finances, everyone has to deal with customer service from time to time.

Customer Service 63

Customer Service Net Promoter Score Self Service NPS 63

CSM Magazine

FEBRUARY 7, 2020

In this context, customer service is crucial to attract and retain clients and do good business. Improving customer service for lending businesses is vital. Why Is Customer Care Crucial for Lending Businesses? The landscape of customer care has changed in the past years. Or the lack thereof.

Omni-Channel 52

Omni-Channel Customer Service Banking Financial 52

ShepHyken

APRIL 17, 2017

Each week I read a number of customer service articles from various online resources. Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. How to Drive Customer Loyalty Among Millennials by Timi Garai. Emarsys) Loyalty needs to be fun.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

ShepHyken

JANUARY 2, 2017

Each week I read a number of customer service articles from various online resources. Kick-Ass Customer Service by Matthew Dixon, Lara Ponomareff, Scott Turner, and Rick DeLisi. My Comment: This article had me a the title: “Kick Ass Customer Service.” Here are my top five picks from last week.

Self Service 76

Self Service Customer Service Social Media Feedback 76

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Customer Experience Metrics.

Strategy 225

Strategy Customer Experience How To Effort Score 225

Comm100

MAY 10, 2018

If you work in customer service, chances are you know the signs of a complaining customer. 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. Introduction.

Customers 200

Customers eBook Policies Customer Service Training 200

ShepHyken

AUGUST 15, 2016

Each week I read a number of customer service articles from various online resources. Will Chatbots and AI Replace Federal Customer Service Reps? 6 Must-Dos for Best-In-Class Social Media Customer Service by Sara O’Keefe . The 30 Things Customers Really Value by Eric Almquist. by Phil Goldstein.

Customer Service 48

Customer Service Social Media Chatbots Tips 48

ShepHyken

OCTOBER 2, 2019

If you’re feeling inclined to give away something for free, consider giving it when the customer comes back as a thank you. It’s about meeting a standard… your standard. For this to work, your standard must be higher than your customers’. Do they honor and meet it? Back to the lesson. Do you have it in writing?

Customer Service Training 128

Customer Service Training Meeting Customer Experience Training 128

ShepHyken

NOVEMBER 21, 2018

If it doesn’t, it doesn’t matter how good your customer service is. People need to know they can count on your product, not just your customer support department. And, if you have a customer support department , you must offer amazing support. The product must do what it’s supposed to do. It’s not about a lifetime.

Loyalty 130

Loyalty Customer Service Training Customers Tips 130

ShepHyken

SEPTEMBER 12, 2018

They are an outstanding example of a great product – their food – and amazing service. They are so good at what they do, all they have to do is meet expectations to amaze their guests. There are many excellent customer service tips from a veteran in the hospitality business. Well, decades later, I now have the story.

Hospitality 130

Hospitality Customer Service Training Customers Tips 130

Magellan Solutions

MAY 3, 2022

To resolve this concern, many businesses opt to call center outsourcing — the process of subcontracting customer care services , sales/telemarketing functions , and market research to a service vendor. The patterns and needs of customers dictate the direction of the market.

Call Center 81

Call Center Company Telecommunications Banking 81

ShepHyken

OCTOBER 3, 2018

On a recent trip to Africa, I had the pleasure of meeting the Governor of Oyo State, Nigeria, the Honorable Abiola Ajimobi. This was a leader sharing his philosophy, and my mind was racing with ideas about how it applies to customer service and the customer experience. They take them where they need to go.”.

Customer Service Training 119

Customer Service Training Customer Service Customers Training 119

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. The solution?

Culture 120

Culture Banking How To Customer Service 120

ShepHyken

NOVEMBER 20, 2017

Each week I read a number of customer service articles from various online resources. Omoto) Quite a few organizations, even today, consider customer experience as a tertiary function. Stats and facts prove that a personalized experience allows you to upsell, cross-sell and create customer loyalty.

Customer Service 38

Customer Service Self Service Case Study Competitive Advantage 38

ShepHyken

FEBRUARY 21, 2018

with a leaky roof, worrying if it would rain and start leaking again, didn’t meet my expectation. Just because I don’t drink coffee, doesn’t mean others might not want a cup of coffee during a morning meeting. And, just because I don’t care about you calling me back the same day, doesn’t mean my customer won’t.

Customer Service Training 87

Customer Service Training Meeting Training Customer Experience 87

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.

Exercises 48

Exercises Customer Service Training Automotive Training 48

ShepHyken

MAY 10, 2017

They broke their promise and failed to meet the expectation. So, be careful how you phrase your promises. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

Hotels 103

Hotels Customer Service Training Course Training 103

Customer Bliss

MARCH 28, 2017

Ellis serves as the Chief Customer Experience Officer for the San Antonio International Airport System which comprises the San Antonio International Airport and Stinson Municipal Airport. ” She worked in the customer service role at Atlanta’s airport for over 12 years. Customer Service Training Program.

Customer Experience 100

Customer Experience Travel Touchpoint Training 100

Magellan Solutions

MAY 6, 2020

To resolve this concern, many businesses opt to call center outsourcing — the process of subcontracting customer care services , sales/telemarketing functions , and market research to a service vendor. The patterns and needs of customers dictate the direction of the market.

Call Center 52

Call Center Company Telecommunications Banking 52

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

OCTOBER 14, 2019

Each week I read a number of customer service and customer experience articles from various resources. 6 Customer Service Tenets Used By Amazon To Create Effortless Experiences by Dan Gingiss. Its nothing you wouldn’t expect from a company recognized for being truly customer-focused.

Customer Service 19

Customer Service Customer Centricity Customer Service Training Customers 19

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

JANUARY 17, 2018

I recently planned a small two-day meeting for about 25 people. This was the second year for this meeting. The previous year we had stayed at a hotel that did a magnificent job of taking care of us. In looking over the final contract for our most recent meeting at the hotel, there were a few minor changes from the year prior.

Hotels 49

Hotels Leadership Meeting Banking 49

CSM Magazine

DECEMBER 8, 2015

Training and retaining good staff, and understanding, setting and managing customer expectations are among the top challenges facing customer service professionals according to a survey by ASQ, a leading authority on quality. Twenty-nine percent surveyed this year said managing customer expectations was their No.

Customer Expectations 40

Customer Expectations Survey Social Media Measurement 40

ShepHyken

SEPTEMBER 19, 2018

The other day I was at my hotel waiting for my client to pick me up for a meeting. We do an exercise in our customer service workshops. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. They had instant oatmeal in a cup. The cashier added the hot water and $4.00

Hotels 23

Hotels Exercises Conference Customer Service Training 23

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. After the meeting, several of us went to the coffee shop to continue our deliberations. Shep Hyken.

Customer Service 81

Customer Service Self Service Hotels Customer Service Training 81

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands.

Self Service 40

Self Service Trends Customer Service Contact Center 40

SurveySensum

JULY 14, 2020

All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

OCTOBER 3, 2016

Each week I read a number of customer service articles from various online resources. Customer Service Week: Appreciating Clients and Employees Gives You an Edge by Sandra Idossou. My Comment: This week is International Customer Service Week. Here are my top five picks from last week.

Airlines 124

Airlines Customer Service Infographics Customer Retention 124

ShepHyken

OCTOBER 22, 2018

Each week I read a number of customer service and customer experience articles from various resources. G2 Crowd)Facebook may be for social connections between families and friends, but its Messenger platform is home to over 300,000 customer service, marketing, and sales chatbots – and this number isn’t slowing down anytime soon.

Customer Service 22

Customer Service Chatbots Infographics Consulting 22

Russel Lolacher

DECEMBER 10, 2019

” Over the years, many a branded platform has been launched, with little to no long-term social media customer service strategy… or even a short-term one. Why do you want to be on social media to serve your customers? What does success look like for your customer service efforts? Social media training?

Social Media 102

Social Media Customer Service Strategies Strategy Customer Service 102