ShepHyken
MARCH 25, 2020
Many companies have a great focus on providing an excellent or, as I like to call it, amazing customer service experience. They do customer service training during the onboarding process. Communication is a big part of keeping the “magic” going, and to do that you must consider ongoing training. However, the key to sustaining this type of training can be as simple as constant reminders and reinforcement.
ShepHyken
NOVEMBER 1, 2017
As a customer, you interact with good people who don’t seem to deliver great customer service. They are nice, even knowledgeable, but they don’t seem to be what I call customer focused. So, I took a few minutes to talk to several people about how they were trained. I asked them what kind of customer service training they received from the companies they worked for. It turns out that when she was hired, she went through training.
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CSM Magazine
APRIL 12, 2022
A disgruntled customer with no good words to say, only negativity and a damning address. One of the most frustrating things about the customer service industry, no matter if you’re customer facing, or in office-based position, is rude customers.
Comm100
JULY 28, 2016
A lot of different concerns crop up when you consider the best way to train your team in customer service. It’s enough work to consider all of your options and find the best course ; you also have to learn how to implement the training to get the highest ROI. With over two decades of experience in the customer service training industry, Ray knows what it takes to get your staff focused on the customer experience.
ShepHyken
AUGUST 9, 2017
Your people attend customer service training. They learn techniques and tactics on how to deal with complaining customers, angry customers or customers who just need a little support. This is what customer service training is all about. What happens when something happens that is outside of the parameters of the training your employees have received? That’s important, but a customer-focused mindset goes beyond that.
ShepHyken
APRIL 11, 2018
His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. While it’s not that inconvenient to walk across the street from the parking lot to the building, not giving the closer parking spots to customers sends a message – not to the customers, who may or may not notice, but to the employees.
ShepHyken
OCTOBER 7, 2020
Sitting outside in the heat, baking between the two doors, was not customer service… it was customer disservice. It is not merely the opposite of customer service —that would be bad customer service. This scenario was more like “no customer service.”.
ShepHyken
JANUARY 27, 2021
I was recently asked what three traits I think are most important for someone in customer service to have. More than ever, our customers need to feel a connection. How many customers come back to a business that doesn’t understand them?
Who's Your Gladys?
SEPTEMBER 11, 2015
The post When Customer Service Gets Lost in Translation appeared first on Who's Your Gladys? Customer Service customer service performance Dissatisfied customer Lori Jo Vest customer focus Customer Service Articles customer service training MINI CooperMy sixteen year old son drives a unique little car, his first, and he’s become a brand fanatic in the year he’s been driving.
ShepHyken
JUNE 3, 2020
This is one of those unbelievable customer service stories that borders on the ridiculous. I responded, “I’ll have exactly what that customer in front of me just ordered.” That can include anything that might harm an employee or customer, something illegal and more.
Shep Hyken
JUNE 22, 2022
Not long ago, I wrote about calling your customer or an employee “honey.” As a society, we may be focusing on the wrong thing. It wasn’t to disrespect, belittle or embarrass the customer. As part of the sales process, the salesperson had to get the customer’s information.
Shep Hyken
APRIL 11, 2022
Each week I read many customer service and customer experience articles from various resources. What’s Your Training Schedule? Josh Linkner) Professional athletes achieve at the highest levels by spending 90% of their time training and 10% of their time performing.
Shep Hyken
JULY 28, 2021
One of the big concepts we teach in our customer service training programs is the concept of Always. This is the backbone of creating customer amazement. For example, your customers might say: “They are always so helpful.”.
ShepHyken
JANUARY 20, 2021
So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? My friend and client, Jason Bradshaw of Volkswagen in Australia, was tasked with improving the customer experience for the VW dealerships.
ShepHyken
SEPTEMBER 16, 2020
I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience.
ShepHyken
MARCH 15, 2021
Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. My Comment: We all want repeat customers.
Shep Hyken
JULY 14, 2021
How do you say Yes to every customer request ? Is this customer service utopia? Both know the value of their customers hearing yes for an answer. If you dig a little deeper into the concept, it’s not so much about saying, “Yes” to every customer.
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. This is the customer service rep I want to talk to every time I call the company. When it comes to customer service, I’m in alignment with the second definition.
Hyken
MAY 26, 2021
Even though this is about a sales presentation, it ties into customer service. It has to do with preparation, knowing your customer, understanding what they want, and more. This is what great salespeople do to prepare for a meeting with a customer or client.
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?
ShepHyken
JUNE 24, 2020
It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. It’s easy to measure customer satisfaction at different levels. That’s your customer retention number.
ShepHyken
NOVEMBER 4, 2020
So many ways to serve chicken—so many ways you can amaze your customer. And like chicken, customer service—no matter how you serve it to your customer—is still customer service. Then there is the solution or resolution to the customer’s issue.
ShepHyken
FEBRUARY 10, 2021
The point he was making was that the customer experience begins the moment the customer connects with you, not when they see you on stage or in person. Our customers may find us as the result of a Google search or a recommendation from a friend or colleague.
ShepHyken
JULY 15, 2020
I recently wrote about taking the extra step to deliver amazing service. There were three steps: pay attention, care about your customers and put forth extra effort. For this article, I want to focus on the first step—paying attention. You can’t WOW the customer every time.
ShepHyken
SEPTEMBER 9, 2020
The intention is that we surprise our customers with better-than-expected service. She hired a cleaning service to clean her home, and specifically told them not to go into the third bedroom. Back to general customer service.
Who's Your Gladys?
JULY 15, 2015
We love tapping into the experience of successful customer-focused business leaders. The hotel attracts a wide variety of distinguished customers, including celebrities shooting film or television, rock stars in town for concerts, or executives attending the town’s high-profile automotive functions. We asked Steven to share some of his secrets for taking customer service to the highest levels of distinction.
ShepHyken
JANUARY 15, 2020
One of our Shepard Letter subscribers, Tom Korff, wrote in with an important question: how should customer support agents handle callers who are threatening to harm themselves and/or others? Train everyone in your organization how to respond using this process.
ShepHyken
JANUARY 4, 2017
To kick off the start of 2017 I could share my “Top Seventeen Ways to Deliver Great Customer Service in 2017.” Not only is the focus on one idea, but really it’s just one word. One of the most important ways to improve customer service is to make sure that everyone in an organization (company) is in alignment with the customer service and/or experience vision. A customer’s sales journey is different than a service or support journey.
ShepHyken
MAY 27, 2020
I recently wrote about the expected experiences gap , where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with. They are posted by customers.
ShepHyken
JANUARY 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.
ShepHyken
JUNE 8, 2016
Customer Service Culture. There are a number of reasons that companies fail at customer service. So while there are many, here are five common reasons that companies fail at customer service: There’s no clear definition of what customer service looks like in the organization. You can’t just say, “Let’s give great customer service.” You have to define what it is, what it looks like and what you want the customer to experience.
Shep Hyken
MAY 25, 2022
That started a great conversation about what is appropriate to call your customers and employees. By the way, this concern about what we call fellow employees and customers goes beyond the words covered in this article. A simple training session could be all it takes.
Shep Hyken
NOVEMBER 30, 2022
What was once considered a flexible, customer-friendly return policy became a hassle for the customer. . These changes are the reasons some customers shared when they were asked, “Why don’t you come back anymore?” . Many customers complained, and some even left. .
ShepHyken
SEPTEMBER 18, 2019
Customers don’t like to be told no. For example, one of my favorite business strategies is “one to say YES and two to say NO” , which is all about empowering employees to say “ yes” to customers. There are about sixty of them and they are recognized for great food and great service across the board. It would be very easy to say no to a customer for many of these special requests, but Cameron has a different philosophy.
ShepHyken
APRIL 10, 2019
As part of his onboarding process, Bob was put through customer service training. He learned about how to treat the company’s customers with dignity and respect. Leadership came in and talked about how important it was to deliver a great customer experience to what they referred to as one of their most valuable assets: their customers. When leadership complains about customers, it gives permission for employees to do the same.
ShepHyken
MARCH 18, 2020
A customer service representative answers the phone and hears about a problem a customer is having. It occurred before the customer called. The big question is… how long before the customer called did the problem occur? That is how you create customer amazement!
ShepHyken
JUNE 12, 2019
But what does this have to do with customer service? They invited me to address the leadership team of the companies they’ve invested in about customer service and experience. In customer service, you aren’t going to be physically punched out by your unhappy customers , but you can expect to get hit with some verbal jabs. I’m always impressed by how amazing customer service professionals can tolerate customers who are angry at them and the company.
ShepHyken
MARCH 6, 2019
The customer service agent was happy to accommodate my request. She was a model customer service agent; friendly and helpful. Proper training and coaching could have helped. The point is that if you’re working with a customer and trying to resolve a problem, consider all potential solutions, not just the first one you come up with. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.
Shep Hyken
SEPTEMBER 14, 2022
More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services).
Shep Hyken
FEBRUARY 23, 2022
Customers dislike standing in line so much that some will pay to have someone else stand in line for them. That’s one of the services offered by TaskRabbit – actually hiring someone, referred to as a “Tasker,” to stand in line for you. .
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