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JUNE 30, 2020

Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

ShepHyken

MARCH 23, 2022

It’s about being present, as in in-the-moment, and realizing what you can, can’t, should, or shouldn’t do. In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again I cover the concept of being nice. After all, isn’t that a big part of customer service? They aren’t about talent.? .

Customer Service Training 126

Customer Service Training Course Customer Service Training 126

Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

ShepHyken

MAY 18, 2022

What made me think of this was when Angelica, one of our team members at Shepard Presentations, shared a customer service story about why she chose one coffee shop over another, even though it was more expensive. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Service Training 120

Customer Service Training Training Customer Service Communication 120

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out. Follow on Twitter: @Hyken.

Culture 108

Culture Customer Centricity Sports Customer Service Training 108

ShepHyken

JUNE 4, 2018

Each week I read a number of customer service and customer experience articles from various resources. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. And, once in a while, when the opportunity presents itself, go for “above and beyond.” To me, that’s what “delight” is about.

Customer Service 76

Customer Service Airlines CRM Social Media 76

ShepHyken

APRIL 23, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret To Superior Customer Experience by Denise Lee Yohn. Forbes) It’s no surprise that greater employee engagement leads to better customer experience (CX). CustomerThink) Are you a list maker?

Customer Service 79

Customer Service Employee Engagement Study Conference 79

ShepHyken

AUGUST 31, 2022

So, why is this important to the world of customer service and customer experience? . I recently presented a customer service keynote speech for a company event at Gershman Investment Corp. That was the setup for an exercise we did in the middle of the presentation. Pigasus is a flying pig.

Hospitality 67

Hospitality Exercises Customer Service Training Examples 67

ShepHyken

FEBRUARY 17, 2021

And, if you focus on 1% (or more) again and again, over time you will make big improvements that will have a positive impact on your customers, employees, internal processes, and your bottom line. The article she was referring to was written almost 10 years ago and was about the concept I refer to as the ER strategy.

Strategy 145

Strategy Customer Service Training Groups Customer Service 145

ShepHyken

DECEMBER 15, 2021

This translates to the customer experiencing a lower level of service, and in some cases, quality. Our colleague at Shepard Presentations refers to it as customer service on a diet. . Gather your team and brainstorm the answer to this simple question: “Where can we cut costs that our customers won’t notice?”

B2C 125

B2C B2B Customer Service Training Customers 125

ShepHyken

OCTOBER 6, 2017

When you’re working in customer service, difficult customers are a part of your job. I’m not just talking about the occasional angry customer. Some customers will show racism, sexism, others might even try to hit on you. When you pick up the phone to a shouting customer, let go of the outcome.

Hospitality 127

Hospitality Exercises Tips Customer Service 127

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

JULY 26, 2017

Customer service is the same way. In some of the workshops we present on service, there is an exercise where we ask the audience members to come up with the most common complaints they hear from customers. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

Exercises 94

Exercises Video Policies Customer Service Training 94

ShepHyken

APRIL 5, 2017

Upon completion of the survey he was sent a $15 coupon to print out for the next service call, which he must provide at the time of the next service. Why is the onus on me to save the coupon for 6 months and to remember to present it to the repair person? We’ll remember to apply it to the next service call.

Customer Service Training 88

Customer Service Training Customers Survey Customer Service 88

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ShepHyken

SEPTEMBER 25, 2020

This week we feature an article from Gladly, a customer service platform. But how can you stay efficient and drive revenue while still delivering radically personal customer service? Ticket-based approaches to customer service are a thing of the past. Gladly is a radically personal customer service platform.

Contact Center 111

Contact Center Competitive Advantage Customer Service Examples 111

ShepHyken

DECEMBER 20, 2017

According to the Five9 Customer Index 2017 report , 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. Our customers are smarter than ever, at least as customer service is concerned. This is huge.

Customer Service 109

Customer Service Competitive Advantage B2C Culture 109