ShepHyken

SEPTEMBER 26, 2023

Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. And if you really think you are 100% right and the customer support agent is wrong, consider ending the call and calling back to speak with a different agent who may respond differently. So that’s my advice for the customer.

Customer Service 136

Customer Service Social Media Customer Service Training Training 136

ShepHyken

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. There are at least three lessons we can learn from this story: Laziness: That should never be an excuse for providing poor customer service. Put the right people on the front line.

Travel 92

Travel Customer Service Airlines Poor Customer Service 92

ShepHyken

MAY 16, 2023

I like the title of this article, but perhaps a more appropriate title might be: Customer Service Is Like Being Married. The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. And that is far from the end.

Customer Service 121

Customer Service Advertising Customer Service Training Sales 121

ShepHyken

DECEMBER 12, 2023

Customer service and customer experience (CX) are more than what happens after the sale. It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more.

Sales 92

Sales Customer Experience Tips Customer Service Training 92

ShepHyken

MARCH 5, 2024

Experience their reputation for fun, which goes beyond the employees’ personalities and includes a uniform, which is a somewhat “loud” Hawaiian shirt. So, which company or brand are you? You don’t need outgoing employees wearing loud Hawaiian shirts for a customer to experience your brand. Connect with Shep on LinkedIn.

Customer Experience 82

Customer Experience Entertainment Customer Service Training Connections 82

ShepHyken

JANUARY 3, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. Smarter Customers This is the same prediction I’ve started with for several years. Smarter Customers This is the same prediction I’ve started with for several years.

Trends 94

Trends Customer Service Customer Service Training Customer Retention 94

ShepHyken

AUGUST 5, 2020

What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? As she moved into this role, she realized the opportunities that would come from providing a better customer experience.

Customer Service 158

Customer Service How To Exercises Customer Service Training 158

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 16, 2024

This experience reminded me of a chapter from my book, Be Amazing or Go Home. While this applies to any job in any type of company, I want to emphasize the importance of thinking this way as it applies to the customer experience. She was friendly and funny, and her positive attitude about her job inspired us. Don’t be ordinary.

Hotels 150

Hotels Customer Service Training Customer Service Training 150

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. In an age where products and services are often similar, it’s the memorable and positive interactions that truly distinguish one brand from another. The first is from the customer’s experience.

Customer Service 65

Customer Service Contact Center Average Handle Time Customer Service Strategies 65

ShepHyken

APRIL 9, 2024

What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. They found that up to 40% of satisfied customers don’t come back – even though they are satisfied! The experience was average – not bad, but not great either.

Customer Service Training 140

Customer Service Training Customers Customer Service Study 140

ShepHyken

APRIL 30, 2024

When I’m asked to give a customer experience keynote speech , one of the points I like to make is the importance of simplifying the complicated. And we must do the same in business. Customers don’t want or like complication, confusion, or friction. So, let’s take this concept to the next level.

Entertainment 90

Entertainment Sports Financial ROI 90

ijgolding

AUGUST 12, 2014

It is impossible to ignore the fact that customer service has gone all social on us. Part of the problem is that customers do not recognise channels – they recognise the company they are interacting with. So why are companies still not dealing with ‘social customer service’ very well?

Social Media 230

Social Media Customer Service Customer Experience Roadmap 230

ShepHyken

MARCH 12, 2024

Last week, I wrote an article that compared the different concert experiences I had with two rock legends, Bob Dylan and Ringo Starr. The title of the article summed up the point I was trying to make: Do You Give Your Customers an Experience – Or Just a Transaction ? What are the adjectives that customers use to describe you?

Advertising 150

Advertising Customer Service Training Interaction Customer Experience 150

ShepHyken

OCTOBER 3, 2023

Whoever said “the customer is always right” didn’t hear this about this story. A customer walked into a Little Caesars restaurant and became angry when he was told he would have to wait a few minutes for a pizza. I’ve said it before – I don’t agree with the saying that the customer is always right. Fire them as a customer.

Customer Service Training 152

Customer Service Training Training Customers Customer Service 152

ijgolding

JANUARY 22, 2018

In our modern business landscape, especially with the ever-growing presence of social media in our daily lives, providing consistent positive customer experiences has become critical to maintaining a favourable brand reputation. Design your website with user-experience in mind. Take your relationship to the next level.

Customer Experience 191

Customer Experience Social Media Abandon Rate Conference 191

ShepHyken

OCTOBER 10, 2023

It’s about the entire customer experience. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant. It’s the value provided in the customer experience. The title of this article may sound like a lesson in sales, but it’s much bigger than that.

Culture 148

Culture Customer Service Training Employee Experience Course 148

ShepHyken

NOVEMBER 14, 2023

Last week, I introduced you to The Customer Hierarchy of Needs based on Maslow’s Hierarchy of Needs. Before you can have a strong customer experience, you must have a good employee experience. If one of your customers speaks the same language, doesn’t it make sense to let that employee talk to the customer?

Insurance 148

Insurance Employee Experience Culture Customer Service Training 148

ShepHyken

MARCH 26, 2024

There is some very practical wisdom in these motivational and inspiring quotes that we can apply to the customer service and CX world. Think of the best customer experiences you have had. They made your experience enjoyable and easy. It is incredibly complicated, but the Amazon experience is so easy!

Entertainment 86

Entertainment Sports Customer Service Training Training 86

ShepHyken

JUNE 20, 2023

From these stories – and there are plenty more just like them – here are a few lessons we can take away: Customer Service Training: Many problems can be avoided with good customer service training. There is the soft-skill side of customer service, being friendly and empathetic.

Customer Service 67

Customer Service Customer Service Training Travel Entertainment 67

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. The importance of customer service for small businesses.

Customer Service 127

Customer Service Self Service Tips Chief Customer Officer 127

ShepHyken

DECEMBER 6, 2023

In a confrontation with a customer, you have a goal: win the customer , not the argument. I’ve written about this before, and it’s worth coming back to this topic from another angle with a different example. First, an interaction with a customer should never result in an argument. It’s not about blame.

Customer Service Training 148

Customer Service Training Customers Interaction Customer Service 148

ShepHyken

SEPTEMBER 12, 2023

As customers, we appreciate it when someone we’re doing business with does more than we expect. Even if we don’t consciously recognize it when it’s happening, the value of that “something extra” makes us enjoy the experience and want to come back. As a customer, which employee would you want to do business with?

Customer Service Training 145

Customer Service Training Customer Service Training Customer Experience 145

ShepHyken

OCTOBER 17, 2023

That may be the case for the cat, but it’s not so in the world of customer service. A good customer service rep, salesperson, or anyone interacting with a customer should be curious. The idea of curiosity in customer service is simple. You may even let the customer know you’re taking notes.

Customer Service Training 142

Customer Service Training Customer Service Interaction Customer relationships 142

ShepHyken

MAY 30, 2023

The owner of this four-office podiatry practice with seven doctors and 25 staff members, Dr. Mark Green, has always focused on creating a positive, unique and frictionless patient experience. No pun intended.) His answer was to create an on-hold experience that would make people say, “Please put me back on hold!”

Wait Times 154

Wait Times Customer Service Training Customer Service Customer Experience 154

ShepHyken

OCTOBER 31, 2023

But if the company leaders know how much they can give away without losing money and incorporate it into a competitive price, they may have a value proposition that gets and keeps customers. Southwest Airlines is the perfect example of this. It markets the heck out of Two Bags Fly Free®. On the contrary, I’m a huge fan of free.

Airlines 133

Airlines Customer Service Training Marketing Customer Service 133

ShepHyken

FEBRUARY 27, 2024

Why does a company send out a customer satisfaction survey? Generally, it is to find out if they did a good job or what they can do to make the experience better. I won’t argue that some brands have customers who are more willing to take longer surveys; however, Brittany and I were talking in general terms.

Survey 88

Survey Customer Satisfaction Customer Service Training Customers 88

ShepHyken

AUGUST 8, 2023

CX is the abbreviation for customer experience. Somehow, someone decided X is a better abbreviation for experience than E is. For example, there is UX, or user experience , which is the experience the customer has with your products and services. DX stands for digital experience. Label them.

Customer Service Training 117

Customer Service Training User Experience Customer Experience Employee Experience 117

ShepHyken

OCTOBER 24, 2023

That employee is the type of team member who will do whatever they can to take care of their internal and external customers. Because they do what it takes and know, “If I don’t do it, who will?” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service Training 140

Customer Service Training Video Course Customer Service 140

ShepHyken

FEBRUARY 6, 2024

It’s time to come back to a very important topic in customer service and customer experience. Uninformed customers – in this story, passengers – who know or feel something is wrong could become frustrated. It also falls under leadership and management. The topic is communication and transparency.

Communication 90

Communication Airlines Customer Service Training Leadership 90

ShepHyken

MAY 24, 2023

No matter how hard you try to please some customers, they aren’t happy. And speaking of reality, no matter how good you are at creating an amazing customer experience, the customer’s perception counts. However, I didn’t have the same experience. Other customers are very nice people just having a bad day.

Sports 131

Sports Hospitality Customer Service Training Customers 131

ShepHyken

JUNE 27, 2023

Simplify the Customer Experience I love good barbeque. My comment: This is customer service 101. And when you combine friendly service with a great product, price becomes even less relevant. That doesn’t mean you can’t find ways to simplify the customer experience, your internal processes, and more.

Exercises 121

Exercises Touchpoint Customer Service Training Customer Service 121

ShepHyken

AUGUST 29, 2023

I had no idea that years later, I would write about this example in one of my books, Amaze Every Customer Every Time. And by the way, selling with service is a great sales strategy! The result of these experiences is everything I speak and write about. He sold me a better hinge that was less expensive.

Customer Service Training 123

Customer Service Training Sales Examples Customers 123

ShepHyken

DECEMBER 19, 2023

If I asked 10 people who they thought could be planet Earth’s most customer-centric company, I bet a majority would have the same answer. For now, you can guess. Cindy, from my office, had a customer service issue. This is a perfect example of the modern customer support experience. And this part is important.

Omni-Channel 86

Omni-Channel Customer Centricity Company Self Service 86

ShepHyken

AUGUST 16, 2023

There was one customer ahead of me in the drive-through lane. Of course, there is more than just hiring, training, and staffing, but the point is not to be so quick to blame the employee for a bad customer experience. The short version of the story is this. At about 9:15 p.m., I assumed he was placing an order.

Customer Service Training 118

Customer Service Training Training Leadership Course 118

ShepHyken

JULY 4, 2023

Instead, I focused on how to use the information to efficiently get the correct answer. So, how does this apply to customer service? Many people think that AI will be used to replace customer support agents – and even salespeople. They believe all customer questions can be answered digitally with AI-infused technology.

Conference 128

Conference Customer Service Training Customer Service Study 128

ShepHyken

NOVEMBER 7, 2023

Over the years, I’ve observed customer behavior, and some of my conclusions were confirmed by my customer service and CX research, known as the Achieving Customer Amazement Study (sponsored by Five9 ). Customers don’t consciously realize it, but the first time they do business with you, they have uncertainty.

Policies 96

Policies Meeting Customer Service Training Customers 96