ShepHyken

OCTOBER 18, 2017

The customer may reach out to the company via social channels, a website, a text message – really any interaction with the company. So here is the big question to ponder: Does your company just answer questions and manage complaints, or do they validate the customer’s decision to do business with you? Follow on Twitter: @Hyken.

Customer Service 159

Customer Service Metrics Interaction Customers 159

ShepHyken

MAY 27, 2019

They trust (actually demand) that these companies manage their information with integrity and protect their identities. Yet customers also want to enjoy a digital experience with little or no friction. I don’t really care what you call it, as long as it gets the customer to come in, come back and talk about you (positively).

Customer Journeys 104

Customer Journeys Customer Service Employee Engagement Exercises 104

ShepHyken

OCTOBER 10, 2018

We did this every week, and every week the manager and servers were happy to see us. 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.

Customer Service Training 120

Customer Service Training Loyalty Company Training 120

ShepHyken

APRIL 25, 2018

For those that haven’t been following, the five-steps are: 1) Acknowledge the problem and thank the customer for bringing it to your attention. And, they didn’t get there by disappointing their customers. On the contrary, they are very customer-focused, and this story is a perfect example. Well done Mr. Panera Manager!).

Customer Confidence 63

Customer Confidence Customer Service Training Course Customer Service 63

ShepHyken

OCTOBER 5, 2016

As we were setting up for the presentation, the banquet manager from the hotel asked my client if we would like the overhead lighting to have blue and orange accents. With a resounding yes from my client, the banquet manager asked the A/V people to change the color of the lights, which were controlled by a computer program.

Hotels 133

Hotels Customer Service Training Leadership Customer Service 133

ShepHyken

MAY 2, 2018

This is a classic example of a lack of consistency , which comes from a lack of training. I had a chance to talk to the hotel manager about what happened. Too many times I’ve asked a customer support rep a question and didn’t like the answer. About fifteen minutes later she texted me a picture of the shipping label.

Hotels 89

Hotels Customer Service Training Training Conference 89

ShepHyken

MARCH 14, 2018

Customers hate to be told they’re wrong. “I Customers don’t care whose fault it is, they just want someone to help. I’ll get the manager, but he’ll tell you the same thing.” What, too busy to take care of your customer? I wasn’t here when that happened. It’s not my fault.” Why don’t we wait and see?

Wait Times 109

Wait Times Customer Service Training Customers Customer Service 109