ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. He discusses the difference between the customer’s expectation and the reality of the brand’s execution, using an example from a fast-food restaurant. There is much that goes into “great customer service.”

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

DECEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care? How about “customer care?”

Self Service 67

Self Service Customer Service Chatbots Customer Care 67

ShepHyken

OCTOBER 19, 2022

Based on all their awards and the comments from happy customers posted on social channels, they deliver. . Those comments and awards are what I refer to as The Echo. The only way your customers will say what you want them to say – as in The Echo – is if the experience you deliver aligns with the brand promise.

Automotive 123

Automotive Advertising Brands Customer Service Training 123

ShepHyken

FEBRUARY 23, 2022

That’s one of the services offered by TaskRabbit – actually hiring someone, referred to as a “Tasker,” to stand in line for you. . Great customer-focused companies make it easy to get information quickly. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Competitive Advantage 128

Competitive Advantage Customer Focused Customer Service Training Video 128

ShepHyken

JUNE 29, 2022

If you go to a restaurant that has the most delicious food, but the service is outright terrible, you wouldn’t refer to that as a great experience. Occasionally, you have opportunities to do so, but if your typical experience includes a little something extra, like a phone call to check on a customer, you move beyond just being good.

Customer Service Training 128

Customer Service Training Retail Training Examples 128

ShepHyken

OCTOBER 26, 2022

Typically, the word they is used to describe the individual who helped the customer. That’s a pretty important job, which is why I refer to it as The Awesome Responsibility. . Some can go through different levels of training, but they all must be trained to deliver a certain standard of customer service. .

Training 117

Training Customer Service Training Culture Brands 117

ShepHyken

APRIL 4, 2023

It used to be customary to tip 15% for good service and 20% for amazing service. According to an article in RetailWire , some tipping options start at 25%. Tip creeping refers to additional businesses where tips are now expected. Get more information on The Customer Focus ™ customer service training programs.

Tips 123

Tips Self Service Hotels Customer Service Training 123

ShepHyken

DECEMBER 28, 2022

Instead, I like setting and resetting my goals for the year, and in my world, those goals focus on delivering an amazing customer service experience. Here are 23 ways to help you and your teams provide an amazing customer experience in 2023. . Excellent customer service lies in flexibility. Be customer focused.

Fashion 131

Fashion Guidelines Policies Customer Service Training 131

ShepHyken

MAY 22, 2019

Something else caused the customer to become upset. I’ve seen customers scream at servers in restaurants, flight attendants on airplanes, and customer service reps – for things that they and their companies had no control over. Perhaps the customer had a flat tire on the way to an important meeting.

Customer Focused 133

Customer Focused Customer Service Training Customers Customer Service 133

ShepHyken

FEBRUARY 7, 2023

Earlier this year, I shared a business prediction for 2023: Companies will focus as much – maybe more – on their employees as they do on customers. If you’ve been following my work, this isn’t anything new. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service Training 123

Customer Service Training Training Employee Experience Company 123

ShepHyken

APRIL 18, 2023

For a number of years, I’ve preached that our customers no longer compare us just to our direct competitors, but instead to the brands they enjoy doing business with the most. In other words, the ones that provide the best customer service and experience. I refer to it as feeling in control, even if you aren’t.

B2C 64

B2C B2B Customer Service Training Retail 64

ShepHyken

FEBRUARY 17, 2021

The article she was referring to was written almost 10 years ago and was about the concept I refer to as the ER strategy. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. First, a short recap of the concept. Here, ER does not stand for Emergency Room.

Strategy 145

Strategy Customer Service Training Groups Customer Service 145

ShepHyken

OCTOBER 6, 2021

He was referring to the complaint and how my friend wasn’t happy with his company’s product. . That made me start thinking about the best ways to begin a conversation with a complaining or upset customer. Be sure customers know how much you appreciate their business, and how you look forward to serving them again. .

Course 164

Course Customer Service Training Customers Customer Service 164

ShepHyken

AUGUST 21, 2019

It is an example of excellent customer service. The article made me think about how all businesses should have a “should have” list, especially if you want your customers to have a certain experience. I refer to this list as Customer-Focused Musts. What would be on your list of customer-focused musts ?

Customer Experience 129

Customer Experience Insurance Customer Focused Customer Service Training 129

ShepHyken

MARCH 23, 2022

He commented on the recent Never, Never, Never Be Late article and sent a list of what he referred to as Things that Require Zero Talent. 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?

Customer Service Training 126

Customer Service Training Course Customer Service Training 126

ShepHyken

FEBRUARY 21, 2023

So, here are today’s 10 reasons why you should deliver an amazing customer service experience: Creating customer service builds trust, credibility and confidence. Our customer experience research found that 83% of people trust a company or brand more if it delivers good customer service.

Customer Experience 67

Customer Experience Customer Service Training Loyalty Customer Retention 67

ShepHyken

MARCH 9, 2022

I’ve been asked many times how to get the C-suite to invest in customer service. does not refer to the contents of the press release, but instead, to the idea that the press release will never be posted or published. New Software Makes Customer Service Department More Productive While Saving Money .

Return on Investment 121

Return on Investment Software ROI Customer Service Training 121

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

ProProfs Chat

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

APRIL 20, 2022

The idea is to say something that lets the customer know you understand the problem, you’re in sync with their concerns, and you empathize with their frustration, anger or whatever emotion they’re exhibiting. I refer to this as The Perfect Thing to Say. . Follow on Twitter: @Hyken. Copyright © MMXXII, Shep Hyken).

How To 128

How To Customer Service Training Customers Customer Service 128

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

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 72

Company Fashion Customer Service Training Comparison 72

Vonage

MARCH 26, 2018

Personalized customer service is about treating people as individuals. In an age where customers can buy into your products and services from almost anywhere in the world, this has become increasingly complex. Give customers choice Customers don’t think in terms of channels.

Omni-Channel 145

Omni-Channel Self Service Customer Experience Social Media 145

ShepHyken

JANUARY 18, 2023

Recently I wrote my annual Forbes article featuring customer service and CX predictions and trends for 2023. The best marketers have realized that personalization is a way to get closer to the customer – or at least make it appear to be so. Let’s start by looking at what the “experts” refer to as personalization.

Advertising 64

Advertising Customer Service Training Customer Service Trends 64

ShepHyken

AUGUST 31, 2022

“When pigs fly” is an idiomatic expression, which according to Wikipedia, refers to something that is so hyperbolic that it describes an impossibility. So, why is this important to the world of customer service and customer experience? . It’s typically a sarcastic remark. . Pegasus is a mythical winged flying horse.

Hospitality 67

Hospitality Exercises Customer Service Training Examples 67

ShepHyken

JUNE 26, 2019

In the old days – and even in modern times – if a customer wanted help or support, they picked up the phone and called for help. A (hopefully) friendly and competent customer service professional, also known as an agent or representative, would answer the question or resolve the problem. Fix it before it’s a problem.

Customer Relationship Management 134

Customer Relationship Management Customers Customer Service Training CRM 134

ShepHyken

MARCH 27, 2019

I believe he was referring to a restaurant when he said, “ Nobody goes there anymore. When your success causes your customers frustration because you are too busy to take care of them, you are at risk of losing your best customers. How long will customers wait on hold for a customer service rep before switching to another brand?

Advertising 134

Advertising Customer Service Training Customer Service Training 134

ShepHyken

DECEMBER 12, 2018

They separated themselves by promoting that they are smaller, which makes it easier for their customers to get in and get out. They also pride themselves on a different brand of customer service they refer to as “helpful service.”. They are not known for having cushy first-class seats and meal service.

Banking 123

Banking Airlines Advertising Customer Service Training 123

ShepHyken

AUGUST 15, 2018

Over the years I’ve taught a concept I refer to as the One Thing Question. Let’s assume you are customer focused and your organization is providing a level of customer service that earns consistent high scores. In addition to the great service, be easy and convenient to do business with.

Net Promoter Score 90

Net Promoter Score NPS Banking Survey 90

Second to None

FEBRUARY 12, 2018

Crafting a leading customer service strategy can serve as a differentiator for brands in any industry, because it is this kind of value that truly sticks out to customers in this age of indulgence. This piece was originally published by Hyken : “I’ve written about the customer service gap before.

Brands 59

Brands Leadership Voice of Customer Survey 59

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

DECEMBER 6, 2017

Stressful times for customers means stressful times for employees. They must be more empathetic and patient as the stress of the holiday shopping experience causes customers to behave in abnormally strange – often referred to as rude – ways. How should they handle these customers? So, what is an employee to do?

Customer Service 19

Customer Service How To Retail Customer Service Training 19

LiveChat

OCTOBER 16, 2018

In the competitive markets these days, if there is anything that determines your organization’s success or failure, then it is your customer service. The importance of customer satisfaction has increased enormously so much so that by the year 2020, it is expected to become the critical brand differentiator overtaking price and product.

Net Promoter Score 50

Net Promoter Score Social Media e-support Customer Satisfaction 50

ProProfs Chat

MAY 13, 2020

What is Personalized Customer Service. Marketers and customer support experts are always talking about the increasing role of personalization in customer service. But what is personalized customer service? The Importance of Offering Customer Service With a ‘Personal Touch’.

Software 111

Software Self Service Customer Service How To 111

ProProfs Chat

MAY 13, 2020

What is Personalized Customer Service. Marketers and customer support experts are always talking about the increasing role of personalization in customer service. But what is personalized customer service? The Importance of Offering Customer Service With a ‘Personal Touch’.

Software 98

Software Self Service Customer Service How To 98