ShepHyken

APRIL 25, 2018

There are many great customer service stories that can serve as a template for how to handle a problem. 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. 2) Apologize for the problem. 3) Fix it or discuss the resolution.

Customer Confidence 65

Customer Confidence Customer Service Training Course Customer Service 65

ShepHyken

NOVEMBER 30, 2018

Goal: Improve Customer Loyalty. The best policies and procedures do not compel agents to say no to certain customers. They instruct agents on why and how to say yes. To begin, identify the situation in which your agents most commonly say “no” to customers. Task: Remove one “no” from your vocabulary.

Omni-Channel 98

Omni-Channel Self Service Policies Abandon Rate 98

ShepHyken

JANUARY 25, 2017

The Dollar Shave Club continues to impress me with their amazing customer service. I have used them as an example of how to create a membership experience , but now I want to focus on their ability to deliver amazing customer service. In 2012, they rolled out a promotional video on YouTube that was hilarious and went viral.

Customer Service 48

Customer Service Customer Focused Customer Service Training Retail 48

ShepHyken

JANUARY 10, 2018

And, the first thought that came to mind when asked how to improve the experience was basic common-sense: just return calls quicker. Customers want to know that you are focused on them. .” Here was a law firm that charged hundreds of dollars per hour for their work. I can’t emphasize this simple concept enough.

Customer Service Training 47

Customer Service Training Tips Customer Service Customer Experience 47

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. 5 Ensure teams are organised to maximise the life time value of the customer.

Culture 60

Culture Training Brands Strategy 60

CustomerSuccessBox

JULY 19, 2022

There is no clearly defined method for planning, developing, and managing a customer success segmentation strategy. Busy customer success teams can’t figure out how to build a framework and strategy. As a result, the ability to identify and maximize the value derived from all customers is lost.

Customer Success 52

Customer Success B2B Customers Strategy 52

ChurnZero

JULY 24, 2020

The Muse also points out how not seeking answers or asking questions is an especially dangerous tendency for entrepreneurs: “[W]ho spend the majority of their professional lives plunging into the unknown and exploring uncharted territory.”. The higher the cost and risk, the less likely a customer is to switch.

Loyalty 59

Loyalty Customers Customer Success Meeting 59