ShepHyken

JUNE 13, 2018

It’s every interaction, human or otherwise, that you have with the brand. Then there is the definition of customer service. Sure, it may be the “department” that customers go to when they have a problem, but it also includes every contact the customer personally has with anyone they encounter in your company.

Interaction 100

Interaction Brands Advertising Customer Service Training 100

ShepHyken

DECEMBER 6, 2023

In a confrontation with a customer, you have a goal: win the customer , not the argument. I’ve written about this before, and it’s worth coming back to this topic from another angle with a different example. First, an interaction with a customer should never result in an argument. It’s not about blame.

Customer Service Training 146

Customer Service Training Customers Interaction Customer Service 146

ShepHyken

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.”. Often, they are really just one person the customer is interacting with.

Customer Service Training 161

Customer Service Training Training Meeting Customer Service 161

ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Self Service 76

Self Service Customer Service Airlines Touchpoint 76

ShepHyken

JANUARY 4, 2017

Start with your basic customer journey map that shows all of the typical interactions – or touchpoints – that the customer has when doing business with you. A customer’s sales journey is different than a service or support journey. And you may need more than one map. For information contact or www.hyken.com.

Customer Journeys 96

Customer Journeys Customer Focused Culture Touchpoint 96

ShepHyken

JULY 7, 2021

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.

Customer Experience 150

Customer Experience Customer Service Gamification Interaction 150

ShepHyken

MAY 26, 2021

This is what great salespeople do to prepare for a meeting with a customer or client. This is how anyone delivers a better experience, regardless of whether it’s during the sales process or any other interaction the customer has with people in a company. The lesson: Know who your customer is. He said, “Graphics.”

Sales 141

Sales Customer Service Training Training Customer Service 141

ShepHyken

OCTOBER 26, 2022

It describes the role an employee has when interacting with a customer. Anyone who, at any time, is interacting with a customer is confirming or eroding your brand promise. That is why hiring the right people and properly training them is so important. . Let’s talk about training for a moment.

Training 116

Training Customer Service Training Culture Brands 116

ShepHyken

AUGUST 17, 2022

He had plenty of examples of how various interactions passengers had with the airline’s employees created an experience that made them want to return and do business again. He also discussed how Moments of Truth went beyond employee interactions, such as the impressions from advertising, cleanliness of the planes and more. .

Airlines 130

Airlines Comparison Advertising Customer Service Training 130

Eptica

FEBRUARY 19, 2021

Date: Friday, February 19, 2021 Author: Pauline Ashenden - Demand Generation Manager How to build mental muscle memory for customer service success. Learning from Santa’s customer service success. Tags: Micah Solomon, Customer service training, WFH environment Categories: Best Practice.

Customer Service 104

Customer Service How To Customer Service Training Customer Focused 104

ShepHyken

JANUARY 20, 2021

What you need is a bullet point list of all the places customers interact with you. Execute: If you take the time to do this right, you’ll have identified a number of interactions. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Now prioritize.

Customer Service 156

Customer Service Customer Journeys Exercises Touchpoint 156

ShepHyken

MARCH 15, 2021

How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. Joseph Michelli) The art of post-pandemic experience creation will be to select relevant technology-aids accompanied by engaging human interactions and assume that COVID-19 has forever changed experience delivery.

Customer Service 127

Customer Service Customer Service Training Customer Retention Training 127

ShepHyken

MARCH 31, 2021

If you’re not working directly with customers, one of the best ways to learn what’s really happening on the front line is to spend a shift with a customer support agent or go out for some sales calls. There you have it, three ways you can get to know your customers even better. Follow on Twitter: @Hyken.

Customer Service Training 150

Customer Service Training Feedback Groups Customers 150

ShepHyken

FEBRUARY 12, 2020

Do customers love you even when there’s a problem or complaint? Here are six ways to make customers love you no matter what! Become customer-focused. This means that in addition to creating an amazing customer experience, every decision keeps the customer in mind. The customer is NOT always right!

Customer Focused 141

Customer Focused B2B Customer Service Training Customers 141

ShepHyken

FEBRUARY 10, 2021

I’ll also add that every interaction that comes after the performance on stage is part of the show. Our customers may find us as the result of a Google search or a recommendation from a friend or colleague. Everything that happens leading up to the sale is part of the customer experience. And, that includes customer service.

Entertainment 124

Entertainment B2C Customer Service Training B2B 124

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

JULY 1, 2020

Many customers want and need to have an interaction with employees. To automate the relationship with your customer puts you at risk of commoditizing your business. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. This is where it gets tricky.

Customer relationships 159

Customer relationships Self Service Customer Service Training Customers 159

ShepHyken

JANUARY 27, 2021

This is the ability to move on and put anything negative that happened in the most recent interaction with a customer behind you – especially if it was negative or contentious. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. This isn’t easy.

Customer Service Training 137

Customer Service Training Training Customer Service Meeting 137

Comm100

DECEMBER 19, 2017

Customers are smarter than before, and most of them already know your products and services intimately, based on online research or referrals, before making a purchase. These enlightened customers demand a certain quality of interaction and service from your company. Design Customer Service Protocols.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

ShepHyken

FEBRUARY 14, 2022

This article covers several important ways to deliver that return policy experience that fosters goodwill and gets customers to return again and again. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 123

Customer Service Customer Service Training Policies Loyalty 123

Vonage

JUNE 23, 2017

Engagement is about interacting and attraction. Both are part of the customer experience (CX). So, which customer experience would you rather create? One that is pushy and promotional or one that is about interacting and relationship building? Customers can post comments and interact.

Customer Experience 193

Customer Experience Marketing Advertising Customer Service Training 193

ShepHyken

OCTOBER 18, 2017

With that said, the focus on this topic is on what many consider to be the customer service and support department – the people who have contact and interaction with the customer. Direct interaction can come in many forms. It can be the traditional customer service team who fields questions and complaints.

Customer Service 157

Customer Service Metrics Interaction Customers 157

ShepHyken

NOVEMBER 18, 2020

That question is still relevant, now more than ever, but let’s take it beyond people-to-people interactions. Let’s look at the bigger experience—specifically, the digital or technological interactions that our customers have with us. Today, customers want a touchless experience. Eventually, it can become a lifetime.

Loyalty 138

Loyalty Self Service Customer Service Training Tips 138

ShepHyken

JANUARY 5, 2022

Any time you interact with a customer is a touchpoint. Finding ways to do so outside of the normal process, where you endear yourself to your customers, is a great opportunity. This was the perfect time to engage with the customer. BarkBox reached out with an offer to help if needed. The letter was timely.

Customer Experience 173

Customer Experience How To Touchpoint Communication 173

ShepHyken

AUGUST 3, 2022

No employee should be treated poorly by customers. . The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost! . I feel bad for the people who work at the airport luggage office. You guys do a great job!

Airlines 130

Airlines Leadership Training Customer Service Training 130

ShepHyken

MAY 27, 2020

Second, the answer could have caused Jared to reach out a second time with a follow-up question, requiring the agent to complete the response they should have shared in the first interaction. Ask the customer if they understand your response and if they have any other questions. The result is a waste of time for both.

Video 127

Video Customer Service Training Training Customer Service 127

ShepHyken

JULY 19, 2021

My Comment: Do you want to really WOW your customer? Opportunities to WOW the customer don’t happen with every interaction. who understands customer behavior. 12 Ways To Implement Successful Employee Training Initiatives by Forbes Human Resources Council. The secret to doing so is to create emotion.

Customer Service 143

Customer Service Chief Customer Officer Contact Center Customer Service Training 143

ShepHyken

OCTOBER 25, 2021

(CMSWire) Chatbots continue to handle an increasing amount of customer support and other B2C and B2B interactions. Chatbots are being used to take customer orders, speed interactions, increase access, generate leads, and for a variety of other uses. Reports and Data expect the global chatbot market to reach $10.08

Customer Service 143

Customer Service Loyalty Programs Chatbots Loyalty 143

ShepHyken

MARCH 14, 2023

Maybe it’s the way the customer is treated. Maybe there is an employee the customer loves to work with. Or, maybe it’s the confidence that’s created when a customer interacts with the brand. Do you understand your customers’ buying patterns? This is because there is an emotional connection.

Loyalty 100

Loyalty Customer Service Training Customers Connections 100

ShepHyken

NOVEMBER 8, 2021

7 Best Practices to Handle (and Ace) Customer Interactions by Aayushi Sanghavi. (G2) G2) Effective customer conversations help meet customer expectations while building trust and loyalty toward your brand and products. 5 Ways to Improve Customer Experience as Online Competition Heats Up by Steve Olenski.

Customer Service 88

Customer Service Retail Interaction Hospitality 88

ShepHyken

JANUARY 6, 2021

While people have embraced self-service solutions and digital selling experiences, COVID-19 saw customers who normally would be happy with the digital experience reaching out to companies just to talk to someone who cares. More than ever, empathy is at the root of a successful human-to-human interaction. Now, it’s expected.

Self Service 169

Self Service Chatbots Customer Relationship Management Customer Service Training 169

ShepHyken

SEPTEMBER 2, 2020

Even if they are doing business online, they are still interacting with a website that was designed by people to be used by people. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. The post Does It Matter How You Refer to Your Customers? Follow on Twitter: @Hyken.

Hotels 153

Hotels Connections Customer Service Training Retail 153

ShepHyken

JUNE 3, 2020

This is one of those unbelievable customer service stories that borders on the ridiculous. I actually thought I was in the middle of a Seinfeld episode—or maybe there was a hidden camera hoping to get a crazy reaction to the interaction I’m about to share with you. I was at an airport and wanted some breakfast.

Customer Service Training 121

Customer Service Training Guidelines Training Course 121

ShepHyken

MAY 29, 2019

We’re only as good as our last customer interaction , so we need to see every customer interaction as an opportunity. Sometimes customers – both internal and external customers – aren’t easy to deal with. At the end of every interaction, good or bad, it’s time to start over.

Interaction 111

Interaction Course Customer Service Training Training 111

ShepHyken

DECEMBER 1, 2021

If the employee is interacting with a customer, they want to know they are helping to make a difference. . 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.

Healthcare 125

Healthcare Customer Service Training Feedback Leadership 125

ShepHyken

MARCH 17, 2021

Saving a customer money builds trust. Any company that is trying to save a customer money – sometimes at their own cost – proves they are focused on their customer. An extra interaction, especially when it is focused 100% on the benefit of the customer, is worth the effort. Follow on Twitter: @Hyken.

Sales 171

Sales How To Customer Service Training Customers 171

ShepHyken

SEPTEMBER 18, 2019

Train by citing examples of actual interactions between employees and customers. By the way, if someone crosses the line and doesn’t say no when they should, that is a great training opportunity as well. Yes” is more than just a simple answer to a customer’s request or needs. Follow on Twitter: @Hyken.

Customer Service Training 131

Customer Service Training Training Culture Examples 131