ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen. They want channel guidance.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

ShepHyken

OCTOBER 5, 2016

Like perfection is not reality, the concept of consistently WOWing customers is a lofty, if not impossible goal to achieve. WOW levels of customer service and experience are opportunities that typically fall in our lap in the form of complaints or problems we can resolve – or isolated opportunities to just do something special.

Hotels 133

Hotels Customer Service Training Leadership Customer Service 133

ShepHyken

MARCH 14, 2018

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.

Wait Times 109

Wait Times Customer Service Training Customers Customer Service 109

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. I preach customer service and soft skills training.

Hotels 89

Hotels Customer Service Training Training Conference 89

Myra Golden

JUNE 2, 2016

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. This means the customer service professional must develop a response plan.

How To 40

How To Customer Service Training Video Training 40

ShepHyken

OCTOBER 10, 2018

We did this every week, and every week the manager and servers were happy to see us. That’s what builds confidence, trust and loyalty. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com.

Customer Service Training 120

Customer Service Training Loyalty Company Training 120

ShepHyken

APRIL 25, 2018

There are many great customer service stories that can serve as a template for how to handle a problem. I always fall back on my five-step service recovery process to handle all complaints and problems. Moment of Magic #2: The manager acknowledges the mistake and apologizes, and then offers up a solution.

Customer Confidence 63

Customer Confidence Customer Service Training Course Customer Service 63

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. It doesn’t matter what type of business you are in, the bar for typical – or average – customer service is set low. Follow on Twitter: @Hyken.

Customer Service Training 98

Customer Service Training Meeting Customer Service Interaction 98

ShepHyken

JULY 19, 2017

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’s a smart man. He gets it. Follow on Twitter: @Hyken.

Conference 108

Conference Customer Service Training Customers System 108

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

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

Up Your Service

MARCH 24, 2015

If an employee feels a customer should get a discount, either because a mistake was made or because they’re a great and loyal customer, then let them. Not only does the weekly thought inspire employees, it also gets everyone on the same page and discussing the same service ideas. Have mistake meet-ups.

Tips 40

Tips Hotels Culture Customer Service Training 40

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Email Writing: 3 elements of a great email customer experience. Training Features.

Customer Service 53

Customer Service Training Course Customer Service Training 53

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Email Writing: 3 elements of a great email customer experience. Training Features.

Customer Service 40

Customer Service Training Customer Service Training Course 40