article thumbnail

Speed creates customer confidence: what is the velocity of your customer service?

Vonage

I heard his presentation on the subject of how quickly a business moves when I had the privilege of working with the bank, and I realized the importance of how velocity applies to the customer service experience. It’s not hard to see how velocity can benefit the customer service experience. Customers want fast service – whether they are waiting in line, calling the customer service center or waiting for an email response.

article thumbnail

A Boring Customer Service Experience—That’s What Our Customers Want

ShepHyken

Call me boring, but I want the same thing every time—at least when it comes to customer experience. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

We’re the Front Desk, Not the Shipping Department

ShepHyken

This is a classic example of a lack of consistency , which comes from a lack of training. Too many times I’ve asked a customer support rep a question and didn’t like the answer. For the customer, it’s the one they like the best. Inconsistent answers lead to customer confusion and a lack of confidence. And, without confidence, you can’t have trust. I preach customer service and soft skills training.

Hotels 78
article thumbnail

Six Reasons You Shouldn’t Lie to a Customer

ShepHyken

Customer Experience. There is a big lesson here, and it’s very simple: Don’t lie to the customer. You lose credibility and trust with the customer. And finally, the customer may leave and never come back. 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.

article thumbnail

Make Your Customer Smarter: Create an Educational Experience

Shep Hyken

That expertise creates confidence. . When you make a customer smarter, at least two things are happening. One, you’re showing off your knowledge in such a way that is all about the customer, and not just about how much you know. Just make your customers smarter. .

article thumbnail

When Customer Service Creates Customer Validation

ShepHyken

Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. With that said, the focus on this topic is on what many consider to be the customer service and support department – the people who have contact and interaction with the customer. It can be the traditional customer service team who fields questions and complaints.

article thumbnail

How to Handle Difficult Customers Using Verbal Aikido

Myra Golden

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.

article thumbnail

How to Handle Difficult Customers Using Verbal Aikido

Myra Golden

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.

article thumbnail

Ten Reasons WHY Customers Choose to Do Business with You

ShepHyken

This quote makes me think about the different reasons behind why a customer chooses to do business with a company. Those companies that get customers because of low price will lose those customers when someone else has a lower price. Customer service: You love the way they treat you. You want customers to use the word “always” to describe their experience with you. “People don’t buy what you do; they buy why you do it.”

article thumbnail

Do Your Customers Trust You This Much?

ShepHyken

As I started to perform more and more for money, I could afford to be a regular customer of Al’s. I remember taking my car in for service and asking him, “What’s this going to cost me?” Earning your customers’ trust typically takes time. Your customers know what to expect, and you deliver every time. So, how much do your customers trust you? Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

article thumbnail

Make a Promise, Keep It. Offer a Guarantee, Honor It.

ShepHyken

And then there are guarantees, promotions and contests that have “fine print” that is focused more on the company than the customer. I get that a company has to protect itself, but be careful not to offend or disappoint your customers. That’s what builds confidence, trust and loyalty. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

article thumbnail

Always Do Your Best

ShepHyken

And, we want to teach our clients to be amazing to their customers, clients, guests, members – and anyone else they do business with. Often, it’s the effort of trying your best that gives others confidence about you. That’s what brings customers back – when they can say, “I can depend on them to always do what’s best.” Your customers will appreciate you. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Sports 95
article thumbnail

“That’s Not My Department” and 10 Other Phrases Customers Hate

ShepHyken

You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” Since customer service has become a center of attention for most companies (even though some still don’t get it right), “That’s not my department” is being heard less and less. That said, there are still plenty of other phrases and words we, as customers, hate to hear. Customers hate to wait.

article thumbnail

Customer Satisfaction Is the Enemy of Exceptional Customer Service

ShepHyken

A good customer service experience is doing what you are supposed to do. Beyond satisfactory – and beyond good – is an exceptional customer service. And, according to Nate Spears, the Chief Operations Officer and Co-Founder of ClearSource, exceptional customer service is anything you do beyond that is better than just good. Nate believes that good customer service is just a foundation to something better. Trust creates confidence.

article thumbnail

Do You Trust Your Customers? Do Your Customers Trust You?

ShepHyken

He shared an excellent customer service example that can be summed up this way: Trust your customers and they will trust you. The quick version of the story is this: A farmer owns a fruit and vegetable stand where his customers pay on the honor system. He trusts his customers to do what’s right, and it pays off. But most of all, he gets loyal customers that come back, buy more, spend more when they buy and feel valued. Customers want to be trusted.

article thumbnail

WOW Is in the Details

ShepHyken

After a number of comments from our readers, I want to discuss how, when and where you can WOW your customers. I’ve always been concerned with a company that tells me that they want to consistently WOW their customers. Like perfection is not reality, the concept of consistently WOWing customers is a lofty, if not impossible goal to achieve. Amazement is the consistent and predictable above average experience that a customer receives from a company or employee.

Hotels 105
article thumbnail

How Can Thinking Small Propel You to Greatness?

ShepHyken

This was their Customer Experience Summit, and the theme for the meeting was “Think Small: Big Differences Come from SMALL Details.”. Jason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service. It doesn’t matter what type of business you are in, the bar for typical – or average – customer service is set low. Anything less erodes the customer’s confidence.

article thumbnail

Are You So Good Your Customers Would Pay You Double?

ShepHyken

What if your customers said they would be willing to pay you twice what you normally charge? All they want in return is an amazing customer service experience. We already give great customer service. If someone is willing to spend more, they will surely expect to get more value, and that value should be in the form of a better customer experience. The point is that great customer service makes price less relevant.

article thumbnail

Myra Golden’s Customer Service eLearning Training

Myra Golden

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.

article thumbnail

Simple Words and Phrases Can Enhance the Customer’s Experience

ShepHyken

The words you say, the way you act, and your attitude toward your job and your customer are sometimes the difference between satisfactory and amazing. Tracy is very proud, and rightly so, about the food and service at all of his restaurants. Tracy went on to explain that the way the servers are trained to ask certain questions, such as, “What else can I get for you?” implies you want to do more for your customer.

article thumbnail

Lose the Customer’s Confidence and You Lose the Customer

ShepHyken

Once the customer service representative came on the call, Cindy briefly described the problem. What do you think happened when the new customer service rep came on? 41 minutes of our life gone due to long hold times and two customer service reps who were not properly trained or had not been empowered with the authority to get the job done. Shattered customer confidence. My wife and I were on the phone with our bank.

article thumbnail

Four Customer Service Lessons from a Stevie Award Winner

ShepHyken

Congratulations to Squaremouth , who just won a Gold Stevie Award for Customer Service Department of the Year – for the fourth time! For those that don’t know, the Stevie is an international business award that recognizes top performing organizations in several categories including customer service.) They allow travelers the opportunity to compare and purchase travel insurance using their “comparison engine” that has over 40,000 customer reviews.

article thumbnail

Does This Dress Make My Butt Look Big

ShepHyken

We must always be honest with our customers. Even if it is something the customer doesn’t want to hear. I share this with you because the relationship we have with our customers is not that different than the relationship we have with a spouse, partner, significant other – or any other person that is close to us. If a shipment is going to be late, tell the customer before it’s late – because once it’s late, it’s too late.

article thumbnail

Three C’s of Customer Service Success

ShepHyken

I have a similar take on the customer service and customer service world. The three keys to customer experience success are consistency, consistency and consistency. Of course, there is much more to delivering an amazing customer experience, but if there is something that is a non-negotiable to creating customer loyalty, it is a consistent and predictable experience – one that customers can count on every time they do business with you.

article thumbnail

Guest Blog: 3 Essential Stages of Cultivating a Winning Customer Experience

ShepHyken

This week we feature an article by Meyer Baron who writes about the essential stages of a winning customer experience. Smart companies promise a positive customer service experience, and they deliver. – Shep Hyken. Customer experience” means different things to different people. The digital marketer may see the website as the key to producing a great customer experience, while the customer service pro may see training and culture as the keys to customer experience.

article thumbnail

5 Top Customer Service Articles For the Week of April 30, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. Business2Community) A Customers 2020 report predicts that by 2020, customer experience will overtake both price and product as the key differentiator for brands. My Comment: Data and personalization ate HOT topics in marketing and customer experience.

article thumbnail

Dollar Shave Club Teaches a Valuable Customer Service Lesson

ShepHyken

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. They needed a good product that was supported by good service. And, typically great value, as in low price, doesn’t always come with great service. That’s what great customer-focused companies do!

article thumbnail

Your Brand is Only as Strong as Your Weakest Link

ShepHyken

The guy just didn’t want to get them, when a customer needed them. He mentioned that the restaurant was managed by a group at the airport, so I really shouldn’t expect the same service or quality I am accustomed to at this company’s regular restaurants. 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 73
article thumbnail

5 Top Customer Service Articles for the Week of October 23, 2017

ShepHyken

Each week I read a number of customer service articles from various online resources. Huffington Post) High performing customer service organizations are changing and redefining performance metrics to better align how they measure service delivery success to their customer expectations, according to the worldwide state of customer service research by Salesforce. Impulse service on steroids by Chip Bell.

Retail 65
article thumbnail

Three Ways to Create Confidence with Your Customers

ShepHyken

I recently interviewed Nate Skinner, the VP of Customer Care for Campaign Monitor, a company that helps businesses use email to market their businesses. It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience. In the process of the interview, I asked Nate about his favorite customer service story. Jordan knew that his customer didn’t send email spam.

article thumbnail

Sometimes It’s Okay to Ask a Customer to Repeat the Story

ShepHyken

Customer Opportunity. Just last week I wrote an article about companies that ask customers to repeat their problems, account numbers and more. For example, getting transferred from one customer service representative to the next and having to repeat the issue. Or when a customer is asked to use the touchpad on their phone to type in their account number, only to be asked for the same number when the customer support representative finally connects with the customer.

article thumbnail

How to Rock Your Customer Service Job!

Myra Golden

A free module from my customer service online training. I began thinking about and conceptualizing this training during a drive home from Arkansas where I had just delivered a presentation to a group of 60 new managers in a corporate mentoring program for the world headquarters of Sam’s Club. I thought, “Why not create a professional development program for customer service professionals that would be similar to the management development program?”

article thumbnail

How to Rock Your Customer Service Job!

Myra Golden

A free module from my customer service online training. I began thinking about and conceptualizing this training during a drive home from Arkansas where I had just delivered a presentation to a group of 60 new managers in a corporate mentoring program for the world headquarters of Sam’s Club. I thought, “Why not create a professional development program for customer service professionals that would be similar to the management development program?”

article thumbnail

When Can I Expect Your Call?

ShepHyken

Sometimes, the most common-sense customer service tips are the most important. A while back, I was talking to my lawyer about the “client service” I experience from him and his firm. For what I was paying him, I felt that he should be giving me a better level of service. Customers want to know that you are focused on them. Taking three days to call someone back shows a lack of focus, if not a lack of concern, for the customer – whether it’s true or not.

article thumbnail

Affordable Customer Service E-Learning

Myra Golden

. 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.

article thumbnail

Make ’Em Say Wow: Tips for Building a Strong Service Team—Part Two

Up Your Service

In Part One , I explained how you can make it easier for your employees to provide great service to your customers or clients. But delivering great service is only half the battle. You acknowledge service achievements. Read on for six tips on how you can strengthen your team by keeping them motivated to provide uplifting service. Don’t overcomplicate service. That meant they had to serve each other as well as the customer.

Tips 57
article thumbnail

Affordable Customer Service E-Learning

Myra Golden

. 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.

article thumbnail

A Lesson from Michelangelo: Details Matter

Shep Hyken

Even if they don’t matter to the customer, they should still matter to you. As it applies to customer experience (including customer service), it is often the little details that move the experience from average to amazing. I don’t know if it’s true, but it doesn’t matter.

article thumbnail

5 Top Customer Service Articles for the Week of June 3, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. 10 Ways to Improve Your Customer Experience (CX) by Diana Kaemingk. Qualtrics) If you’re ready to improve your customer experience, check out these 10 tips. Here’s a good “Top Ten” type of list to help you improve your customer experience. 10 Steps To Achieve Greater Customer Success by Emily Marchant. Customers are getting survey fatigue.

article thumbnail

5 Top Customer Service Articles for the Week of October 15, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer. Convince and Convert) Have you ever wondered what causes some companies to earn free publicity from customers who gush about them? Great Customer Experience Means Consistent Customer Service by Glenn Pasch.