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Customer Service Training is Not What You Think it is

ShepHyken

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.

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Customer Service Training: When you’re done… you’re not done!

ShepHyken

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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Excuse Me, But Do You Even Have Customer Service Training?

CSM Magazine

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.

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[Interview] Improve Your Customer Service Training with This Expert Advice

Comm100

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.

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Five Ways to Create the Customer-Focus Mindset

ShepHyken

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.

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The Difference Between Customer Focus and… NOT

ShepHyken

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.

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Customer Disservice

ShepHyken

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.”.

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Be a Goldfish

ShepHyken

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?

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When Customer Service Gets Lost in Translation

Who's Your Gladys?

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.

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Ridiculous Interpretation of Rules

ShepHyken

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.

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Good Intentions Can Be More Important Than Perfection

Shep Hyken

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.

Retail 99
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5 Top Customer Service Articles of the Week 4-11-2022

Shep Hyken

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.

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The “Always” Concept: What We Must Always Do For Our Customers

Shep Hyken

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.”.

Meeting 111
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Small Improvements in Customer Service Create Big Wins

ShepHyken

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.

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How Much Does It Cost to Give Great Customer Service?

ShepHyken

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.

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5 Top Customer Service Articles For the Week of March 15, 2021

ShepHyken

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.

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How to Say YES – Every Time

Shep Hyken

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.

Hotels 112
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Would You Fight to Make Your Customers Happy?

ShepHyken

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.

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The Worst Sales Call Ever

Hyken

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.

Sales 105
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How to Avoid Roadblocks to Great Customer Service

ShepHyken

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?

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How to Measure Customer Retention

ShepHyken

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.

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Winner! Winner! Chicken Dinner!

ShepHyken

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.

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The Show Starts When the Phone Rings

ShepHyken

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.

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Another Way to Amaze Your Customers – Pay Attention

ShepHyken

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.

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When Surprise and Delight Becomes Surprise Without Delight

ShepHyken

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.

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Raising Customer Service to an Art Form at the Townsend Hotel

Who's Your Gladys?

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.

Hotels 216
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Your Emergency Response Plan—Be Prepared

ShepHyken

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.

Exercises 129
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The One Thing We Must Do to Create a Customer Focused Culture

ShepHyken

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.

Culture 88
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The Incomplete Answer

ShepHyken

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.

Video 116
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Batteries Included

ShepHyken

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.

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Five Reasons Your Company May Fail at Customer Service

ShepHyken

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.

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Is It Okay to Call a Customer or Employee Honey??

Shep Hyken

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.

Meeting 59
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Don’t Forget What Got You to the Dance?

Shep Hyken

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. .

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Yes is More Than an Answer. It’s an Attitude!

ShepHyken

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.

Culture 104
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Leadership Sets the Tone of the Culture

ShepHyken

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.

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The Problem Didn’t Start When Your Customer Told You About It

ShepHyken

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!

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Can You Take a Punch?

ShepHyken

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.

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Look Past the Obvious for a Better Solution

ShepHyken

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.

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Bad Customer Service Isn’t the Problem. A Bad Culture Is the Problem

Shep Hyken

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).

Culture 84
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The Light Switch Mentality??

Shep Hyken

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. .