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 91

Customer Service Social Media Tips Multi-Channel 91

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

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 132

Fashion Guidelines Policies Customer Service Training 132

ShepHyken

DECEMBER 6, 2023

It’s about a customer-focused, friendly approach that doesn’t taint the experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. It’s not about blame.

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Customer Service Training Customers Interaction Customer Service 149

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. .

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Culture Customer Service Poor Customer Service Leadership 107

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 129

Competitive Advantage Customer Focused Customer Service Training Video 129

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 166

Hospitality Customer Experience Hotels Feedback 166

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 132

Airlines Leadership Training Customer Service Training 132

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

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 132

Self Service Customer Service Customer Focused Customer Service Training 132

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 123

Customer Service Training Training Employee Experience Company 123

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 159

Customer Service How To Exercises Customer Service Training 159

ShepHyken

MAY 26, 2021

I told him, “I’m customer service speaker and we provide customer service training.” The lesson: Know who your customer is. If you can, plan in advance, do a little homework and spend a couple of minutes (or more) finding out what your customer does. He responded with, “You’re a design firm.”

Sales 144

Sales Customer Service Training Training Customer Service 144

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 126

Customer Service Training Training Video Customer Experience 126

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 151

Company Customer Service Training Online Experience Customer Service 151

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 168

Hotels Customer Service Training Retail Financial 168

ShepHyken

AUGUST 21, 2019

The article made me think about how all businesses should have a “should have” list, especially if you want your customers to have a certain experience. I refer to this list as Customer-Focused Musts. For example, a restaurant’s customer-focused list could (and should!) It’s time—and you must get customer-focused

Customer Experience 129

Customer Experience Insurance Customer Focused Customer Service Training 129

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 137

Sports Customer Service Customer Service Training Customers 137

ShepHyken

NOVEMBER 25, 2020

Leadership defines the customer service and CX vision for everyone to follow. Good People: The people on the inside of the organization create the experience for the customers on the outside. Taking Responsibility: If you have good people who have been properly trained, let them do their job. This is called empowerment.

Customer Service 145

Customer Service Leadership Training Customer Service Training 145

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 87

Insurance Banking Customer Service Training Retail 87

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 141

Customer Service Customer Experience Hotels Customer Service Training 141

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 129

Customer Service Training Retail Training Examples 129

ShepHyken

DECEMBER 21, 2020

How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. According to Channels, after just one negative experience, 51% of customers will never do business with that company again. by GISuser.

Customer Service 156

Customer Service Airlines Tips Customer Service Strategies 156

ShepHyken

JANUARY 11, 2021

There is a lot of crossover in these concepts, but also some differences The author emphasizes the idea that doing contactless right can build trust, which is essential to repeat business, and ideally, customer loyalty. 10 Important Components of a Social Media Customer Service Strategy by VHT MARKETING.

Social Media 94

Social Media Customer Service Guidelines Loyalty 94

ShepHyken

FEBRUARY 19, 2023

The gold in the article is his simple three-step approach to building a customer-focused culture. The Six Degrees of Customer Experience by Computerworld (Computerworld) How do you create an outstanding customer experience? It’s no easy task, as customers’ wants and needs move quickly.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

AUGUST 19, 2019

(G2 Crowd) Providing great customer service is not a choice or luxury; it’s a standard your customers expect. Well, here are nine “how to not’s” to consider in your customer service strategy. If live chat and chatbots are part of your customer service strategy, read this article.

Customer Service 118

Customer Service Leadership Ecommerce Culture 118

ShepHyken

NOVEMBER 9, 2022

Bezos was so focused on customer service that he wanted everyone to keep the customer in mind, and having a chair at the table to represent the customer was his way of doing so. That’s truly customer-focused! . Follow on Twitter: @Hyken.

Competitive Advantage 70

Competitive Advantage Customer Focused Customer Service Training Meeting 70

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 139

B2B Customer Service Training Customers Retail 139

ShepHyken

JUNE 9, 2021

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. Some are just having a bad day. Follow on Twitter: @Hyken.

Customer Service Training 150

Customer Service Training Customers Training Customer Service 150

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

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 124

Tips Self Service Hotels Customer Service Training 124

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 159

Social Media Customer Service Customer Care Customer Service Training 159

ShepHyken

NOVEMBER 15, 2021

Ace Hardware Goes Thanksgrilling in Customer Service Strategy by Judy Mottl. Retail Customer Experience) Ace Hardware is going all out in stores this Thanksgiving to help customers not only find the right grill equipment but also chef tips on making the feast a success. They want proof in the form of ROI.

Customer Service 73

Customer Service Metrics Social Media Retail 73

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

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 163

Poor Customer Service Customer Service Training Software Sales 163

ShepHyken

MAY 21, 2018

Just three of a number of ways the author shares on how to lose a customer. Customer Service Strategy 101: A Framework for Serving Customers & Measuring Success b y Alan Finlay. Relay) Modern businesses can’t afford for customer service to be an afterthought. Follow on Twitter: @Hyken.

Customer Service 83

Customer Service Customer Service Strategies Employee Experience Innovation 83

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 159

Customer Service Customer Journeys Exercises Touchpoint 159