ShepHyken

DECEMBER 8, 2021

The result is that companies are forced to “skimp” on the quality and service customers have come to expect. I asked the manager why we couldn’t be seated. Rather than deliver a poor customer service experience, they felt it was better to shut down part of the restaurant. Customers love information.

Poor Customer Service 145

Poor Customer Service Hotels Customer Service Training Customer Service 145

ShepHyken

NOVEMBER 15, 2021

If you’ve struggled with how to measure, or “evaluate” your customer service, here are some ideas to give you some clarity. Customer Experience Metrics: The Top 5 Ranked by Dan Gingiss. Ace Hardware Goes Thanksgrilling in Customer Service Strategy by Judy Mottl. They want proof in the form of ROI.

Customer Service 71

Customer Service Metrics Social Media Retail 71

ShepHyken

JUNE 9, 2021

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. You’re trying to win the customer. The post Six Ways to Handle Angry Customers appeared first on Shep Hyken.

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Customer Service Training Customers Training Customer Service 147

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? . These questions are for you and your management team. You don’t need to answer me.

Hospitality 164

Hospitality Customer Experience Hotels Feedback 164

Verint

OCTOBER 11, 2017

In previous blogs, my colleagues and I have written extensively about Verint Knowledge Management solutions and how to maximize the value of your knowledge management solution. Knowledge management offers tremendous benefits around the speed, quality, consistency and agility of information throughout the organization.

Self Service 27

Self Service Management Knowledge Base Contact Center 27

ShepHyken

MARCH 16, 2022

Our research also found that most customers give one or two chances before leaving deciding to leave. And mistakes don’t count if they are managed well. So, manage for the reaction – not the opposite reaction – that you want to happen, which is to get the customer to say, “ I’ll be back.” .

Customer Service 120

Customer Service Customer Service Training Customers Customer Experience 120

ShepHyken

JULY 22, 2020

I was on a customer support call with a software company and their rep said, “I’ll need to talk to my manager. Did he just say he would fight his manager to make me happy? This is the customer service rep I want to talk to every time I call the company. The post Would You Fight to Make Your Customers Happy?

Poor Customer Service 161

Poor Customer Service Customer Service Training Software Sales 161

ShepHyken

AUGUST 17, 2022

And some of them are easily managed. 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.

Airlines 130

Airlines Comparison Advertising Customer Service Training 130

Vonage

MARCH 26, 2018

From there, sit down with your best service reps and discuss the types of customers they commonly deal with on a day-to-day basis. In combination, this process will allow you to ‘flesh out’ a series of profiles based on your typical customer’s needs, wants and expectations.

Omni-Channel 145

Omni-Channel Self Service Customer Experience Social Media 145

ShepHyken

SEPTEMBER 22, 2021

Principle Two: Follow the “Employee Golden Rule” – This is one of my favorite concepts, which is to do unto your employees as you want done unto the customer. The way leaders and managers treat employees is how employees are going to treat others, including the customer. . And, have your customers saying, “I’ll be back!” .

Culture 107

Culture Customer Centricity Sports Customer Service Training 107

ShepHyken

JUNE 15, 2022

He taught several lessons that day, but the one that stood out was how he handles angry customers. His manager taught him how to respond to a disgruntled customer. The example he used had to do with a customer who wanted to return a spoiled carton of milk. . Early in Jake’s career, he worked at a grocery store.

How To 73

How To Conference Customer Service Training Customers 73

ShepHyken

MAY 23, 2022

Customer Experience Leaders Can Learn from Baseball by Lynn Hunsaker. CustomerThink) Your growth at every level — financially, reputationally, professionally, and personally — is superior when customer, employee, and partner experience are managed as a team sport. Follow on Twitter: @Hyken.

Customer Service 64

Customer Service Sports Tips Customer Service Training 64

ShepHyken

JULY 12, 2017

So, he asked to speak to the manager. The manager came out and had a nice conversation with my brother. When my brother started to get upset, the manager informed him that he was not asking to make a case for charging him the fee. That’s exactly what my brother thought, too. For information contact or www.hyken.com.

Hotels 98

Hotels Customer Focused Policies Customer Service Training 98

ShepHyken

AUGUST 5, 2020

Diane is president and regional general manager at Univision. As she moved into this role, she realized the opportunities that would come from providing a better customer experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service 156

Customer Service How To Exercises Customer Service Training 156

ShepHyken

DECEMBER 15, 2021

I mentioned it to the manager and the explanation was that food costs had gone up and they were forced to substitute different – as in less expensive – ingredients. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. The post Don’t Cut What Is Obvious to the Customer??

B2C 125

B2C B2B Customer Service Training Customers 125

ShepHyken

MAY 26, 2021

Even with this Moment of Misery, the sales rep managed to keep the door open for an opportunity to continue to do business with us. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information, contact 314-692-2200.

Sales 141

Sales Customer Service Training Training Customer Service 141

ShepHyken

NOVEMBER 25, 2020

Having colleagues and managers around you can be of great assistance when you have a question or may not be 100% sure of what to do. You may care about your customer, but does the customer know it? Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service 143

Customer Service Leadership Training Customer Service Training 143

ShepHyken

DECEMBER 14, 2022

When they happen, if appropriately managed, it can give the employee more confidence than if the mess-up hadn’t happened at all. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Use these “mess-ups” as coaching opportunities.

Customer Service Training 73

Customer Service Training Culture Training Customer Service 73

Integrity Solutions

OCTOBER 27, 2021

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused. An End-to-End Customer Service Strategy. That’s because everyone plays a part in the customer journey.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

NOVEMBER 16, 2022

Managing the reception and registration process in a hospital is tricky. 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.

Hospitality 80

Hospitality Customer Service Training Training Customer Service 80

ShepHyken

FEBRUARY 19, 2023

Jeff Toister’s Top Tips for Crafting a Successful Customer Culture by Melanie Mingas (CX Network) CX author and keynote speaker Jeff Toister offers his advice for customer experience managers looking to create a winning customer culture. It’s no easy task, as customers’ wants and needs move quickly.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

JUNE 17, 2020

In other words, what are you doing today to get the customer to come back next time ? Assuming what you sell is a good product that does what it’s supposed to do, the way you manage the customer’s experience is what will increase the likelihood of the customer returning. Follow on Twitter: @Hyken.

Customer Service Training 152

Customer Service Training Strategy Software Customer Service 152

CSM Magazine

FEBRUARY 13, 2020

The training should include your company’s philosophy and make clear your customer service vision and mission. Disney is a good example of customer focused employee on-boarding. A friendly disposition doesn’t come naturally to everyone which makes it a challenge to create a customer friendly business. Get social!

Customer Service 80

Customer Service Social Media Ecommerce Culture 80

ShepHyken

SEPTEMBER 21, 2022

The point is that leadership and management must create opportunities that allow employees to engage with them. If you’ve been following my work, you’ll recognize this concept: What’s happening inside the organization is felt on the outside by the customers. You want employees to have a connection with leadership. .

Leadership 71

Leadership Feedback Customer Service Training Training 71

SmartKarrot

FEBRUARY 4, 2022

This is the reason most of the growing SaaS businesses are turning towards Customer Success Managers (CSMs). Before jumping on the topic of the importance of Customer Success Managers (CSMs) in the SaaS World, let us first understand Customer Success and the importance of Customer Success in SaaS businesses briefly.

Customer Success 10

Customer Success Management Roadmap Advertising 10

Help Scout

APRIL 29, 2021

Customer service is a part of the business’s strategic vision. The business agrees on a clear definition of “good customer service.”. Strategies for building a customer service culture. Their success metrics should have a clear customer focus, and their leaders should care about customer experience.

Culture 139

Culture Customer Service How To Policies 139

ShepHyken

SEPTEMBER 11, 2019

In the realm of business—and especially customer service—we often talk about how to differentiate yourself from your competition. It’s those companies that manage to stand out from the crowd that end up being successful. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Competitive Advantage 131

Competitive Advantage Conference Customer Service Training Course 131

ShepHyken

JUNE 26, 2019

Let’s say a customer calls for support. Thanks to good CRM (Customer Relationship Management) software, the agent knows who this customer is, when they last called, what they called about, what they’ve bought in the past, etc. The post Predictive Customer Support appeared first on Shep Hyken. Crisis averted!

Customer Relationship Management 134

Customer Relationship Management Customers Customer Service Training CRM 134

ShepHyken

MAY 16, 2022

Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Peter Drucker is often quoted as saying, “You can’t manage what you can’t measure. Does the customer come back?

Customer Service 64

Customer Service Net Promoter Score Airlines Customer Journeys 64

Second to None

FEBRUARY 12, 2018

Crafting a leading customer service strategy can serve as a differentiator for brands in any industry, because it is this kind of value that truly sticks out to customers in this age of indulgence. In a truly customer-focused organization, you might even see the gap reversed. This one is obvious.

Brands 59

Brands Leadership Voice of Customer Survey 59

ShepHyken

MARCH 27, 2019

Well, a smart manager realized he had to change this problematic reputation, so Home Depot started advertising that the lines would never be longer than five minutes. Any customers who had to wait in line longer than that would receive a discount. Louis area, which is where I live. Follow on Twitter: @Hyken.

Advertising 134

Advertising Customer Service Training Customer Service Training 134

ShepHyken

AUGUST 28, 2019

How does this apply to customer service? When dealing with an upset customer or contentious situation, you are in the moment. You must manage that experience, but you also must think about the future, which is where you’re hitting to. How does the customer feel now? What’s the perfect outcome?

Customer Service Training 123

Customer Service Training Course Customer Satisfaction Customer Service 123

ShepHyken

DECEMBER 14, 2020

They propelled business – especially in the customer service and CX space – into the future. The author, Vala Afshar, says, “… crisis is a catalyst for change, and customer service management is signaling intentions to ramp up their AI adoption as part of broader digital transformation initiatives.”

Customer Service 136

Customer Service e-support Ecommerce Trends 136

ShepHyken

MAY 15, 2019

It doesn’t really matter what the bad news is; the key to managing the customer experience is how you deliver the bad news. While the price increase wasn’t very much – just one dollar a month – they still had to share the news with their customers. For information, contact 314-692-2200 or www.hyken.com.

Customer Service Training 113

Customer Service Training Customer Service Training Customer Focused 113

Integrity Solutions

SEPTEMBER 28, 2023

Their emphasis customer service training delivers end-to-end service excellence that is driving strong loyalty, competitive differentiation and direct revenue generation. But great customer experiences don’t just happen. It’s a never-ending process that we need to nurture, foster and manage.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

CSM Magazine

JANUARY 27, 2021

According to a McKinsey study, 70% of buying experiences are based on how the customer feels they are being treated. The current situation has highlighted the need for a robust and deliverable customer service strategy. Blindster was founded by Kyle Cox, a Houston-based entrepreneur with a passion for customer service.

Customer Satisfaction 52

Customer Satisfaction e-support Retail Policies 52

CSM Magazine

JULY 12, 2020

Word of mouth marketing is still the most effective means of marketing to date, if a business implements a fair, honest and respectful customer service strategy aligned with relevant digital marketing their customers will value their services and products and in turn become brand advocates. The bottom line.

Customer Service 52

Customer Service Marketing Social Media Ecommerce 52