ShepHyken

OCTOBER 26, 2022

That is why hiring the right people and properly training them is so important. . Let’s talk about training for a moment. I’ve had debates with clients about training seasonal employees, part-timers, and employees they know will leave within a year. My position is that everyone must be trained.

Training 116

Training Customer Service Training Culture Brands 116

ShepHyken

NOVEMBER 30, 2022

The dance is the metaphor for your business, and what got them to the dance is why customers keep doing business with you.? . The point of this is to think about changes you make that aren’t customer-focused. Any change, even if you think the customer will like it, could be opposed and cause friction.

Policies 120

Policies Customer Focused Customer Service Training Software 120

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? Is it people who aren’t properly trained or don’t have the right people skills? That’s exactly what my friend and client, Diane Kniowski, did.

Customer Service 156

Customer Service How To Exercises Customer Service Training 156

ShepHyken

FEBRUARY 14, 2023

Deliver an experience your competitors don’t, and watch how many of your customers say, “I’ll be back!” Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Get more information on The Customer Focus ™ customer service training programs.

Company 148

Company Customer Service Training Online Experience Customer Service 148

ShepHyken

DECEMBER 28, 2022

Avoid phrases customers hate, such as, “It’s not my department,” or, “That’s our company policy.” Train and empower your employees. If you have good people and train them well, let them do their job. Customers love working with empowered employees. . Be customer focused. Follow on Twitter: @Hyken.

Fashion 130

Fashion Guidelines Policies Customer Service Training 130

ShepHyken

NOVEMBER 3, 2021

Do you consistently train and have daily or weekly huddles where you discuss the service opportunities that were missed in the last day (or week)? . Do you provide ongoing reinforcement or training to keep your employees guest-focused? . Is there one person (or more) that you know is causing the problem? .

Hospitality 164

Hospitality Customer Experience Hotels Feedback 164

ShepHyken

AUGUST 12, 2020

That’s a great customer service strategy—just be nice! 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 Strategies 132

Customer Service Strategies Customer Service Training Customer Service Strategy 132

ShepHyken

JUNE 9, 2021

Everybody has angry customers. Some customers are angry because they have a complaint. Whatever the reason, you must know how to handle angry customers. In our customer service training workshops , we provide a number of tactics to manage these difficult customer situations.

Customer Service Training 147

Customer Service Training Customers Training Customer Service 147

ShepHyken

FEBRUARY 23, 2022

Great customer-focused companies make it easy to get information quickly. It might be a Frequently Asked Questions page on the company’s website or a video tutorial that teaches exactly what the customer needs without having to call customer support. They want to get information quickly and easily.

Competitive Advantage 127

Competitive Advantage Customer Focused Customer Service Training Video 127

ShepHyken

SEPTEMBER 14, 2022

Even with the right people, they haven’t properly trained them. Today’s customers are more demanding and have higher expectations of everyone they do business with. They have become educated about what good customer service looks like. In short, the customer experience starts and ends with the organization’s culture. .

Culture 105

Culture Customer Service Poor Customer Service Leadership 105

ShepHyken

FEBRUARY 7, 2023

The cost of employee turnover goes beyond hiring and training. When good people leave, it can negatively impact the morale of other employees, and when people aren’t happy working for a company, the customers can sense it. That can cause customers to leave as well. There are hundreds of other ideas that I could have included.

Customer Service Training 122

Customer Service Training Training Employee Experience Company 122

ShepHyken

AUGUST 3, 2022

Have a recording that directs the customers with lost luggage to call the airline they used. . If the customer ignores the recording, have the customer service rep properly trained to empathize and provide the customer with the airline’s phone number. . Follow on Twitter: @Hyken.

Airlines 130

Airlines Leadership Training Customer Service Training 130

ShepHyken

JULY 22, 2020

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. The post Would You Fight to Make Your Customers Happy?

Poor Customer Service 161

Poor Customer Service Customer Service Training Software Sales 161

ShepHyken

APRIL 11, 2023

When all employees understand that, the customer will most certainly have a better experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Get more information on The Customer Focus ™ customer service training programs.

Sports 134

Sports Customer Service Customer Service Training Customers 134

ShepHyken

SEPTEMBER 29, 2022

Their customers don’t know about this initiative. They don’t know about the hours of training the employees are going through. Once again, I share one of my favorite concepts: What’s happening inside the organization is felt on the outside by customers. . All of this is happening inside their organization.

Customer Service Training 125

Customer Service Training Training Video Customer Experience 125

ShepHyken

JANUARY 20, 2021

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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service 156

Customer Service Customer Journeys Exercises Touchpoint 156

ShepHyken

OCTOBER 24, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service Training 139

Customer Service Training Video Course Customer Service 139

ShepHyken

JANUARY 23, 2024

This happens at my car dealership, bank, and other supposed customer-focused organizations. Their processes bog the customer down with repetitive tasks and often unnecessary procedures. Create a centralized customer profile system where a customer’s basic information, such as name, address, phone number, etc.,

Insurance 84

Insurance Banking Customer Service Training Retail 84

ShepHyken

JANUARY 31, 2023

That’s what gets customers to say, “I’ll be back!” Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Get more information on The Customer Focus ™ customer service training programs. Follow on Twitter: @Hyken

Customer Service 138

Customer Service Customer Experience Hotels Customer Service Training 138

ShepHyken

APRIL 4, 2023

That means they will probably tip, too – when it’s deserved. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Get more information on The Customer Focus ™ customer service training programs. Follow on Twitter: @Hyken

Tips 123

Tips Self Service Hotels Customer Service Training 123

ShepHyken

SEPTEMBER 15, 2021

If the equipment we sold our customers ever broke down, we would come to them to pick it up and leave a replacement until theirs was fixed. . I would only hire the best people and train them to take care of our customers. . Our service would be impeccable. . The post Would Customers Pay to Do Business with You?

Hotels 167

Hotels Customer Service Training Retail Financial 167

ShepHyken

OCTOBER 12, 2022

The ones your customers are using. . 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. Follow on Twitter: @Hyken.

Social Media 156

Social Media Customer Service Customer Care Customer Service Training 156

ShepHyken

APRIL 13, 2022

If all they are focused on is the process or the bottom line and they don’t take their employees and customers into consideration, you’ll have a well-run business that loses to a competitor who creates a better customer experience. . The post The Day I Became a Customer Service Expert and Two Important Lessons?

Self Service 130

Self Service Customer Service Customer Focused Customer Service Training 130

ShepHyken

AUGUST 16, 2021

Pay special attention to number two, which is to post or re-post “User Generated Content” ( also known as USC) created by your customers on the different social media channels your company is on. 3 Projects to Refresh your Customer Service Strategy and Relieve Stress by Laura Krajewski. This isn’t just information.

Customer Service 88

Customer Service Social Media Tips Multi-Channel 88

ShepHyken

MARCH 8, 2023

If you break it down, you’ll likely find the experience includes these five steps.   Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Get more information on The Customer Focus ™ customer service training programs. Follow on Twitter: @Hyken

Customer Service Training 118

Customer Service Training Customer Service Training Marketing 118

ShepHyken

JUNE 29, 2022

Define your version of what would make you a great doctor , communicate it to your people, train them to deliver on it, and watch your customers’ reactions. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. They will reward you by saying, “I’ll be back!” .

Customer Service Training 127

Customer Service Training Retail Training Examples 127

ShepHyken

DECEMBER 4, 2019

There are certain things employees should never say to a customer. But the real goal of training isn’t to teach employees about specific things to share or not share with customers. It’s to teach the common sense that you shouldn’t say anything that isn’t customer-friendly. I think you get the point.

Tips 117

Tips Training Customer Service Training Customer Focused 117

ShepHyken

OCTOBER 19, 2022

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. Hopefully, they match … a perfect Echo ! . Follow on Twitter: @Hyken.

Automotive 123

Automotive Advertising Brands Customer Service Training 123

ShepHyken

SEPTEMBER 9, 2020

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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 131

Customer Service Training Training Customer Service Customer Expectations 131

ShepHyken

DECEMBER 29, 2021

Without the ability to take payment, they could close the bakery, or they could trust that their customers to pay later. It’s obvious, the team at the bakery took the customer-focused approach. . On occasion, a customer would leave their wallet or purse at home. The post How Much Do You Trust Your Customers?

B2B 136

B2B Customer Service Training Customers Retail 136

ShepHyken

OCTOBER 6, 2021

Be sure customers know how much you appreciate their business, and how you look forward to serving them again. . 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.

Course 163

Course Customer Service Training Customers Customer Service 163

ShepHyken

MAY 18, 2022

That said, the cast members are trained to enthusiastically answer either question as if it were the first time they ever were asked. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Well, it turns out everyone knows what time the parade begins.

Customer Service Training 120

Customer Service Training Training Customer Service Communication 120

ShepHyken

FEBRUARY 28, 2023

So, here’s your bonus tip: Consider adding a Chief Customer Officer, or similar position, to your organization. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Get more information on The Customer Focus ™ customer service training programs.

Chief Customer Officer 123

Chief Customer Officer Effort Score Policies Customer Service Training 123

ShepHyken

AUGUST 17, 2022

Don’t let negative signals that are easily in your control taint the customer’s experience. . 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.

Airlines 130

Airlines Comparison Advertising Customer Service Training 130

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back.

Company 71

Company Fashion Customer Service Training Comparison 71

ShepHyken

NOVEMBER 2, 2022

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. The post Five Ways to Make Customers Feel Special appeared first on Shep Hyken.

Customer Service Training 127

Customer Service Training Customer Retention Customers Sales 127

ShepHyken

AUGUST 18, 2021

Knowing your customers better than your competition knows them may be the differentiator that earns you their business. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken. Copyright © MMXXI, Shep Hyken).

Airlines 172

Airlines Customer Experience Survey Customer Service Training 172