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

NewVoiceMedia

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. Our customers notice our efforts, too.

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. It can be the traditional customer service team who fields questions and complaints.

Showing Up On Time

ShepHyken

Maybe that’s the reason I’m so focused on creating amazing experiences for my clients and my clients’ customers—and, of course, everyone else. The first lesson is that showing up on time to work is important, as it removes concern and worry and, most importantly, creates confidence.

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. And, without confidence, you can’t have trust.

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. The quality of the product or service must be consistent. Confidence can lead to trust.

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. Nate believes that good customer service is just a foundation to something better. Trust creates confidence.

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. We had a reservation Friday night at a restaurant for 7:30.

How to Rock Your Customer Service Job!

Myra Golden

A free module from my customer service online training. I thought, “Why not create a professional development program for customer service professionals that would be similar to the management development program?” I have a treat for you today!

How to Rock Your Customer Service Job!

Myra Golden

A free module from my customer service online training. I thought, “Why not create a professional development program for customer service professionals that would be similar to the management development program?” I have a treat for you today!

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.

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. Great value with great service.

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. Email Writing: 3 elements of a great email customer experience. Training Features.

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.

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. My Comment: Data and personalization ate HOT topics in marketing and customer experience.

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. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. Impulse service on steroids by Chip Bell.

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.

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.

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. Email Writing: 3 elements of a great email customer experience. Training Features.

5 Top Customer Service Articles for the Week of June 24, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. You know it happened when the customer says, “Wow!

“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.” That said, there are still plenty of other phrases and words we, as customers, hate to hear. Customers hate to wait.

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. And what defines “exceptional” customer service?

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. Last week I wrote about the Un-WOW.

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. So, how much do your customers trust you?

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.

Tips 110

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? Shattered customer confidence. My wife and I were on the phone with our bank.

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.

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.

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. Your customers will appreciate you.

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.

5 Top Customer Service Articles for the Week of May 27, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. That translates to higher morale, lower turnover and happier customers.

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.

5 Top Customer Service Articles For the Week of May 7, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. Why are customers embracing texting?

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.

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.

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.

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.

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. If a shipment is going to be late, tell the customer before it’s late – because once it’s late, it’s too late. Be upfront, proactive and tell the customer the way it is.