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

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

SEPTEMBER 27, 2017

The guy just didn’t want to get them, when a customer needed them. I didn’t want to make a scene over this, but I thought I’d mention something to the manager. I’m sure that any executive of this brand would cringe at the response the manager gave me… “I really shouldn’t expect the same service or quality I’m accustomed to…” Really?!

Brands 86

Brands Customer Service Training Online Experience Groups 86

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

ShepHyken

NOVEMBER 14, 2016

Customers don’t want channel choice. Consistent CX is the road to Customer Success by Sofia Sapojnikova. HappyOrNot) All employees, including C-Level executives and management in any company, agree on the simple notion that having customers is vital to business survival. They want channel guidance.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

ShepHyken

JULY 19, 2017

It turned out that the anti-shoplifting desk was costing dramatically more to manage and staff than the cost of the merchandise they were losing to dishonest customers. And even worse than that, it was also insulting their honest customers. This is an example of punishing all the customers for the sins of a few.

Conference 108

Conference Customer Service Training Customers System 108

ShepHyken

SEPTEMBER 7, 2018

Accept that you may be reviewed by the customer. If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI.

Case Study 81

Case Study ROI B2B Study 81

ShepHyken

JUNE 28, 2017

Jason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service. His bold move was to tell the audience, which consisted of the ownership and management of the Volkswagen dealerships throughout the country, that everyone should think small.

Customer Service Training 98

Customer Service Training Meeting Customer Service Interaction 98

ShepHyken

MAY 2, 2018

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. Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. He was horrified at what I experienced.

Hotels 89

Hotels Customer Service Training Training Conference 89

ShepHyken

JULY 13, 2016

She knew she’d been caught in a lie, and decided to get her manager. Well, the manager was very pleasant. 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 48

Customer Service Training Customers Training Customer Service 48

Grade.us

JULY 25, 2017

You won’t eliminate customer pain if… You’re missing an online review strategy. That’s because the details B2B customers focus their attention on aren’t necessarily the most important. Believe it or not, customers want the same basic things from you (most of the time). 1. Trust. How do I know?

B2B 39

B2B Strategy Case Study Study 39

Middlesex Consulting

DECEMBER 27, 2015

Staff need to have the knowledge and language that gives their customers confidence that they understand their needs and can provide robust solutions. Building this capability can drive revenue and improve margins through improved customer perception. Then there are the sales specialists who are good at managing relationships.

Culture 60

Culture Training Brands Strategy 60

ClientSuccess

OCTOBER 16, 2017

As any Customer Success Manager (CSM) can attest to, customer success is not merely the work of a single person or even a single department. Ensuring customers see success and thrive with a B2B product takes the work and input of an entire organization, from the CEO down to the last intern.

Culture 41

Culture Customer Success Company Customer Journeys 41