ShepHyken

SEPTEMBER 26, 2023

Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. This also gives you a name to reference if you aren’t getting your problem resolved. The problem is a training issue. In short, consistency creates confidence. I try to be nice, but that doesn’t always work.

Customer Service 136

Customer Service Social Media Customer Service Training Training 136

ShepHyken

SEPTEMBER 5, 2023

I was asked the same question three times in the last week: “What is the biggest opportunity in customer service?” If a customer has a problem, issue or question, the speed in which you move them from concerned or upset to happy could be the difference between the customer coming back or not.

Customer Service 84

Customer Service Customer Service Training Customers Interaction 84

ShepHyken

APRIL 18, 2023

For a number of years, I’ve preached that our customers no longer compare us just to our direct competitors, but instead to the brands they enjoy doing business with the most. In other words, the ones that provide the best customer service and experience. I refer to it as feeling in control, even if you aren’t.

B2C 64

B2C B2B Customer Service Training Retail 64

ShepHyken

MAY 7, 2018

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. Digiday) Overstock.com knows the days are long gone when people would call or email about problems with its products or service.

Customer Service 79

Customer Service Policies Retail Case Study 79

ShepHyken

DECEMBER 19, 2018

I referred to it as my “hunk of junk.” So, how much do your customers trust you? 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 Customers Loyalty Training 120

ShepHyken

SEPTEMBER 13, 2017

I wasn’t sure what he was referring to. Properly structuring the words you use can be a powerful way to not only communicate better but to deliver a better customer experience. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. No, I didn’t notice.

Customer Service Training 95

Customer Service Training Communication Training Course 95