ShepHyken

DECEMBER 23, 2020

The hold time consists of music interrupted by the occasional recording that claims, “Your call is very important to us. Due to heavy call volume, you may experience longer than usual wait times. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service 122

Customer Service Customer Experience Entertainment Wait Times 122

ShepHyken

NOVEMBER 8, 2017

I recently read about a cable company that charged a customer to resolve an issue with a monthly bill that had an error on it. The offer to get better support usually has promises like less wait time, extended hours and, as mentioned earlier, a support rep that is based in the U.S. (or Follow on Twitter: @Hyken.

Customer Service 184

Customer Service Customer Experience Wait Times Policies 184

ShepHyken

NOVEMBER 15, 2017

While I believe the industry is making an effort to do better, and some companies are definitely becoming more customer-focused, it’s this kind of story that makes me wonder if they are going about it the right way. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service Training 82

Customer Service Training Training Wait Times Customer Service 82

ShepHyken

NOVEMBER 11, 2019

A customer just looking to pick up a carton of milk sees the layout as inconvenient. So, what ideas do we make in our businesses that are more profitable and inwardly focused versus customer focus? Why Is Identity So Important In Today’s Customer Experience? It’s set by the best service they have ever had.

Customer Service 90

Customer Service Customer Centricity Retail Leadership 90

ShepHyken

MARCH 14, 2018

Customers want to see you at least make an attempt to help them. “We The wait time is 45 minutes.” You’ll have to…” Customers hate being told “you have to…” Find a way to make it easy on them. “No!” For information on The Customer Focus customer service training programs, go t o www.thecustomerfocus.com.

Wait Times 111

Wait Times Customer Service Training Customers Customer Service 111

ShepHyken

OCTOBER 19, 2020

(CCW Digital) Just as our everyday lives have changed in significant and unprecedented ways, so has the world of customer support. Support teams in all industries are navigating new ways of working and the outbreak’s impact on key metrics like inbound volume, wait times, and CSAT scores. Follow on Twitter: @Hyken.

Customer Service 78

Customer Service Chatbots Effort Score Voice of Customer 78

Comm100

NOVEMBER 30, 2017

So if you haven’t yet thought about giving your agents more than just straightforward systems training, here are five things to consider when giving effective chat support training to your team. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Let us know your comments.

Training 103

Training Customer Service eBook Tips 103