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.” Instead, I’d like to kick off with something a bit more manageable. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

Customer Journeys 96

Customer Journeys Customer Focused Culture Touchpoint 96

ShepHyken

MARCH 10, 2021

It’s leadership’s job to define the customer service vision, ensure it’s communicated, and be the role models demonstrating how customers and employees are to be treated. In addition, leadership and management must defend the culture. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Culture 151

Culture Hotels Customer Service Training Training 151

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 141

Sales Customer Service Training Training Customer Service 141

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. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Service Training 147

Customer Service Training Customers Training Customer Service 147

ShepHyken

JULY 14, 2021

Trippi is a world-class, award-winning hotel manager and Mitchell is a super-successful restauranteur. 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. What is the Question ? Follow on Twitter: @Hyken.

How To 168

How To Hotels Hospitality Transportation 168

ShepHyken

APRIL 13, 2022

We didn’t accept credit cards, so when customers finished filling up their tanks, we would go to their car, take their money and make the appropriate change.? . She appreciated my assistance, but my manager didn’t. When I came inside, he yelled at me for helping her and emphasized the meaning of a self-service gas station.

Self Service 130

Self Service Customer Service Customer Focused Customer Service Training 130

ShepHyken

JUNE 22, 2022

As a young man, my friend was the manager of a high-end retail jewelry store. He hired a salesperson, Lila, who, in his words, “Lived only to provide excellent customer service.”?As As part of the sales process, the salesperson had to get the customer’s information. Regardless, I hope you appreciate this story. .

Customer Service Training 132

Customer Service Training Training Retail Communication 132

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

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

NOVEMBER 4, 2020

Then there is the solution or resolution to the customer’s issue. In some cases, there are multiple ways to manage the outcome. Depending on what’s needed, you adjust to those options and give the customer what they are hoping for—an experience that makes it worth coming back to do business again. Train them well.

Customer Service Training 140

Customer Service Training Social Media Customer Service Representative Training 140

ShepHyken

JANUARY 15, 2020

Determine how a situation like this should be handled and then create a process for crisis management. The process should include informing management and contacting the appropriate authorities. Train everyone in your organization how to respond using this process. Training is important to ensure consistency.

Training 151

Training Customer Service Training Exercises Course 151

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. Manage problems and complaints.

Customer Focused 141

Customer Focused B2B Customer Service Training Customers 141

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

DECEMBER 28, 2022

Here are 23 ways to help you and your teams provide an amazing customer experience in 2023. . Manage the first impression. Manage last impressions. Customers want to work with people who “know their stuff.” . Train and empower your employees. If you have good people and train them well, let them do their job.

Fashion 130

Fashion Guidelines Policies Customer Service Training 130

ShepHyken

FEBRUARY 14, 2022

(MarTech Series) Redpoint Global, a leading software provider that helps brands deliver revenue-generating, personalized customer experiences, today announced new research revealing trends in brand loyalty and implications around customer experience management. Not just the front line!) Follow on Twitter: @Hyken.

Customer Service 123

Customer Service Customer Service Training Policies Loyalty 123

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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

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

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.

Hospitality 164

Hospitality Customer Experience Hotels Feedback 164

ShepHyken

APRIL 1, 2020

I hustled back into the warm building where my manager asked, “What do you just do?”. He said, “Son, this is a self-service gas station. Unfortunately, if my boss talked that way to most of the other employees I worked with, they would be scared to death to go out on the drive and help a customer. Follow on Twitter: @Hyken.

Self Service 116

Self Service Customer Service Leadership Customer Focused 116

ShepHyken

FEBRUARY 3, 2021

Instead, he thinks the delays are due to poor management by the front desk personnel. Managed the right way you’ll get the employee back on track or you’ll quickly learn he or she needs to go to a different position – or another job in another company. This is something that needs to be discussed, managed and corrected.

System 145

System Customer Service Training Training Management 145

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

ShepHyken

MAY 12, 2021

During a recent keynote presentation to an audience of managers of a major retail chain, an example was shared, and it was a good one. A customer had left her purse at the store. It was found by an employee who put it in the manager’s office for safekeeping. For information, contact 314-692-2200. Follow on Twitter: @Hyken.

Course 163

Course Customer Service Training Retail Examples 163

ShepHyken

MARCH 24, 2021

Business management guru Peter Drucker said, “You can’t manage what you don’t measure.”. Why do our customers come back? There are a number of ways organizations measure customer satisfaction. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Measurement 150

Measurement Net Promoter Score Effort Score Customer Satisfaction 150

ShepHyken

MAY 5, 2021

A customer could be happy with the company they do business with for years, then one day something bad happens. And, if that experience is managed the way it should be, it not only fixes the problem but also restores the customer’s confidence in the company. Eventually, the bad experience will fade in the customer’s memory.

Customer Service Training 151

Customer Service Training Customer Service Customer Experience Training 151

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 13, 2022

His solution was to have a manager visit every table and get feedback that they could use, if necessary, to fix any problems immediately. . Yet even with that effort, customers would choose to be non-confrontational and ignore the opportunity to complain or mention if something wasn’t right. Follow on Twitter: @Hyken.

Feedback 124

Feedback Customer Service Training Industry Customer Experience 124

ShepHyken

JANUARY 6, 2021

As sophisticated CRMs (Customer Relationship Management systems) and AI integrate, the data that is generated will help companies create a more personalized experience. Customers enjoy feeling connected—when companies know who they are—even if it’s at a digital level. Chatbots will do more than just communicate with customers.

Self Service 169

Self Service Chatbots Customer Relationship Management Customer Service Training 169

ShepHyken

JUNE 3, 2020

The manager of that restaurant was watching what had just unfolded and said, “Sir, we’ll be happy to serve you breakfast.”. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Directly next to this quick-serve restaurant, was another restaurant. Follow on Twitter: @Hyken.

Customer Service Training 121

Customer Service Training Guidelines Training Course 121

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Involving executive management and staff is crucial.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

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

MARCH 17, 2021

The manager said, “I thought so, too, but we were able to do a simple repair. 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.

Sales 171

Sales How To Customer Service Training Customers 171

ShepHyken

AUGUST 14, 2019

For instance, if the wrong person is in a customer-facing position and they don’t properly manage a customer’s experience, it could create problems. But there’s one person who doesn’t understand the importance of being customer-focused. They are sometimes a little curt or short-tempered with customers.

Sports 127

Sports Effort Score Customer Focused Customer Service Training 127

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

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

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

ShepHyken

OCTOBER 28, 2020

They were getting ready to promote someone to a position that managed the love process. 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.

Culture 150

Culture Social Media Customer Service Training Customers 150