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.”. Beyond understanding, it takes training – and not just one time.

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Comm100

NOVEMBER 30, 2017

You could simply give technical training on the new system, then let your agents loose. This could mean though that agents aren’t prepared enough to adapt their existing customer service knowledge to the live chat system – which could cause negative encounters with customers through misinterpreted comments, slow chats, or grammar gaffes.

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Training Customer Service eBook Tips 102

ShepHyken

MARCH 26, 2024

What you probably don’t know is that other than a pleasant demeanor – hopefully a natural part of the employee’s personality – there was a lot of training to get this person educated about the company’s products so they could deliver a knowledgeable and helpful experience. They made your experience enjoyable and easy.

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Entertainment Sports Customer Service Training Training 86

ShepHyken

SEPTEMBER 26, 2018

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.

How To 628

How To Automotive Competitive Advantage Customer Service Training 628

ShepHyken

MARCH 10, 2021

If any part of the team isn’t in alignment with the customer service vision, be it an individual or a department – or even an entire region for larger companies – they need to be coached and properly trained. They must be trained to it. Everyone must know the role they play in delivering on that definition.

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Culture Hotels Customer Service Training Training 153

ShepHyken

SEPTEMBER 16, 2020

Grant authority to employees to make customer-focused decisions. This is about giving your team the authority to take care of your customers. It takes some training to show an employee how far they can go, but once you train them, let them go forth and be successful. I know… this is common sense. Not that much!

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Customer Service Customer Service Training Training Customer Service Representative 167

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.”

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Sales Customer Service Training Training Customer Service 142

ShepHyken

JULY 29, 2020

It’s about the proper training to create the consistent experience. (By By the way, that training must be ongoing and consistent, too.) The bottom line is this: our customers may not know it, but they love boring. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

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Customer Experience Customer Service Hospitality Customer Service Training 257

ShepHyken

JANUARY 4, 2017

By getting everyone to know and understand your customer service vision, and showing on a journey map how everyone, even as individuals, impact the customer’s experience, you can begin to train everyone to your vision. Each and every employee must be properly trained. It can start with an announcement.

Customer Journeys 97

Customer Journeys Customer Focused Culture Touchpoint 97

ShepHyken

JUNE 22, 2022

However, if you upset a customer by referring to them the wrong way or say something that is socially or politically incorrect, having the best intentions doesn’t make it right. But for training purposes, you have to acknowledge the intent before focusing on the change of behavior. . Follow on Twitter: @Hyken.

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Customer Service Training Training Retail Communication 133

ShepHyken

OCTOBER 26, 2022

That is why hiring the right people and properly training them is so important. . Let’s talk about training for a moment. I’ve had debates with clients about training seasonal employees, part-timers, and employees they know will leave within a year. My position is that everyone must be trained.

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Training Customer Service Training Culture Brands 117

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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ShepHyken

APRIL 28, 2021

This is a great customer service training lesson. So, he calls the dealership’s customer service number, which was actually a support center for all of that brand’s dealerships in the U.S. It probably wasn’t an actual script, but it was an answer she was trained to use. He bought a new car.

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Transportation Customer Service Training Exercises Training 174

ShepHyken

JULY 14, 2021

And, that’s a pretty big difference, but not to the customer. The key is in how you train people to not say, “No.” Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. So, let’s flip this around. Hence, “One to say YES and two to say NO.”. Follow on Twitter: @Hyken.

How To 169

How To Hotels Hospitality Transportation 169

ShepHyken

OCTOBER 7, 2020

The salesperson missed the opportunity to sell more to the customer the first time, causing inconvenience—not to mention frustration—for the customer. This is customer disservice. Sometimes customer disservice happens because someone is taking a shortcut. The concept behind customer disservice is the missed opportunity.

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Customer Service Training Training Customers Customer Service 164

ShepHyken

JANUARY 15, 2020

Train everyone in your organization how to respond using this process. Training is important to ensure consistency. While Tom’s question was focused on how to respond in a customer support center, this situation could happen to anyone in almost any department. Get the process on paper and train… and then train again.

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Training Customer Service Training Exercises Course 153

ShepHyken

FEBRUARY 14, 2022

Don’t miss the opportunity to create customer loyalty through an easy and hassle-free return policy. 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.

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Customer Service Customer Service Training Policies Loyalty 123

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.

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Policies Customer Focused Customer Service Training Software 120

ShepHyken

NOVEMBER 4, 2020

A good customer service representative—or anyone in a customer-facing role—can manage the customer’s experience in numerous ways. Train them well. Empower them to make good decisions on behalf of the customer and the company. It doesn’t matter as long as the end result of the experience is positive.

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Customer Service Training Social Media Customer Service Representative Training 142

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.

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Customer Service How To Exercises Customer Service Training 158

ShepHyken

MARCH 15, 2021

So, how do you calculate your customer retention rate? Customer service training needs to be on your short-term bucket list by Shaun Belding. My Comment: This article makes the point that customer service training is important, but even more important than that are some of the author’s comments.

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Customer Service Customer Service Training Customer Retention Training 129

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.

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Self Service Customer Service Airlines Touchpoint 77

ShepHyken

JULY 19, 2021

who understands customer behavior. 12 Ways To Implement Successful Employee Training Initiatives by Forbes Human Resources Council. Forbes) Training is an essential, albeit costly, part of the onboarding process for new employees at any company. This excellent article is written by a Ph.D. Follow on Twitter: @Hyken.

Customer Service 145

Customer Service Chief Customer Officer Contact Center Customer Service Training 145

ShepHyken

APRIL 11, 2022

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. In fact, most business leaders, parents, and professionals spend closer to zero percent of their time in thoughtful study of their craft or training for improvement.

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Customer Service Employee Engagement Customer Service Training Loyalty Programs 64

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? .

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Hospitality Customer Experience Hotels Feedback 166

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.

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Fashion Guidelines Policies Customer Service Training 131

ShepHyken

JUNE 9, 2021

Everybody has angry customers. 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.

Customer Service Training 148

Customer Service Training Customers Training Customer Service 148

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.

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Company Customer Service Training Online Experience Customer Service 150

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 128

Competitive Advantage Customer Focused Customer Service Training Video 128

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 106

ShepHyken

MAY 19, 2021

It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. By the way, this is the same exercise we teach in our customer service training programs. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

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Meeting Customer Service Exercises Customer Service Training 140

ShepHyken

JUNE 24, 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 How to Measure Customer Retention appeared first on Shep Hyken.

Customer Retention 166

Customer Retention Measurement How To B2C 166

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.

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Customer Service Training Training Employee Experience Company 123

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?

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Poor Customer Service Customer Service Training Software Sales 162

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.

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Airlines Leadership Training Customer Service Training 131

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 158

Customer Service Customer Journeys Exercises Touchpoint 158

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.

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