Customer Service Training is Not What You Think it is

ShepHyken

Many companies have a great focus on providing an excellent or, as I like to call it, amazing customer service experience. They do customer service training during the onboarding process. Communication is a big part of keeping the “magic” going, and to do that you must consider ongoing training. However, the key to sustaining this type of training can be as simple as constant reminders and reinforcement.

Customer Service Training: When you’re done… you’re not done!

ShepHyken

As a customer, you interact with good people who don’t seem to deliver great customer service. They are nice, even knowledgeable, but they don’t seem to be what I call customer focused. So, I took a few minutes to talk to several people about how they were trained.

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[Interview] Improve Your Customer Service Training with This Expert Advice

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A lot of different concerns crop up when you consider the best way to train your team in customer service. It’s enough work to consider all of your options and find the best course ; you also have to learn how to implement the training to get the highest ROI.

Five Ways to Create the Customer-Focus Mindset

ShepHyken

Your people attend customer service training. They learn techniques and tactics on how to deal with complaining customers, angry customers or customers who just need a little support. This is what customer service training is all about.

The Difference Between Customer Focus and… NOT

ShepHyken

His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. Is it easy for your customers or not?

When Customer Service Gets Lost in Translation

Who's Your Gladys?

The post When Customer Service Gets Lost in Translation appeared first on Who's Your Gladys? Customer Service customer service performance Dissatisfied customer Lori Jo Vest customer focus Customer Service Articles customer service training MINI Cooper

The Boss Can Kill the Customer Service Buzz

ShepHyken

We were a self-service station, so our role was that of cashier more than anything else. He said, “Son, this is a self-service gas station. First, we all have two responsibilities: do the job we were hired to do and also take care of the customer.

Raising Customer Service to an Art Form at the Townsend Hotel

Who's Your Gladys?

We love tapping into the experience of successful customer-focused business leaders. We asked Steven to share some of his secrets for taking customer service to the highest levels of distinction.

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Five Reasons Your Company May Fail at Customer Service

ShepHyken

Customer Service Culture. There are a number of reasons that companies fail at customer service. You can’t just say, “Let’s give great customer service.” You have to define what it is, what it looks like and what you want the customer to experience.

A Doctor’s Prescription for Good Customer Service

ShepHyken

This reminds us that having a good system with good people who understand how to take care of their customers is the backbone of a good service experience. The guest or customer wins because of the great service. Here’s another great story we can learn from.

5 Top Customer Service Articles For the Week of March 2, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. Zendesk) The good news is that customer focus can be improved.

Your Emergency Response Plan—Be Prepared

ShepHyken

One of our Shepard Letter subscribers, Tom Korff, wrote in with an important question: how should customer support agents handle callers who are threatening to harm themselves and/or others? Train everyone in your organization how to respond using this process.

5 Top Customer Service Articles for the Week of September 11, 2017

ShepHyken

Each week I read a number of customer service and experience articles from various online resources. A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of?

5 Top Customer Service Articles for the Week of July 30, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. 12 Ways To Improve A Customer’s User Experience by Forbes Technology Council . My Comment: How do you deliver a better customer experience?

Batteries Included

ShepHyken

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 Customer Service Gap

ShepHyken

I’ve written about the customer service gap before. The second version of the gap focused on narrowing the distance between you and your customers. This also puts your competition further away from your customers. Here are just a few ideas: Survey your customers.

5 Top Customer Service Articles for the Week of December 23, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Pet Peeves That’ll Make Your Customers Cringe in 2020 by SmarterCX Team. Make Your Customer Service Ready For 2020 by CrazyCall.

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Can You Take a Punch?

ShepHyken

But what does this have to do with customer service? They invited me to address the leadership team of the companies they’ve invested in about customer service and experience. Here are three of them: Customer service professionals know their job.

Yes is More Than an Answer. It’s an Attitude!

ShepHyken

Customers don’t like to be told no. For example, one of my favorite business strategies is “one to say YES and two to say NO” , which is all about empowering employees to say “ yes” to customers. Then, through training, give employees examples that show them how far they can go.

The One Thing We Must Do to Create a Customer Focused Culture

ShepHyken

To kick off the start of 2017 I could share my “Top Seventeen Ways to Deliver Great Customer Service in 2017.” Not only is the focus on one idea, but really it’s just one word. A customer’s sales journey is different than a service or support journey.

Create Your Customer Service Mantra

ShepHyken

Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com ’s tagline is Powered by Service. Three words that exhibit a commitment to the customer.

The Problem Didn’t Start When Your Customer Told You About It

ShepHyken

A customer service representative answers the phone and hears about a problem a customer is having. It occurred before the customer called. The big question is… how long before the customer called did the problem occur? That is how you create customer amazement!

What Makes Good Customer Service

ShepHyken

National Customer Service Week is coming up the first week in October. This is a time to appreciate employees for doing a great job taking care of customers. And, of course, there is showing some love and appreciation to your customers. What makes good customer service?”

Customer Service Is a Habit (So Is Bad Customer Service)

ShepHyken

This week is National Customer Service Week. Happy Customer Service Week! It became a book, officially titled, Be Amazing or Go Home: Seven Customer Service Habits that Create Confidence with Everyone. Delivering good customer service is a habit.

5 Top Customer Service Articles For the Week of April 24, 2017

ShepHyken

Each week I read a number of customer service articles from various online resources. Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law.

Leadership Sets the Tone of the Culture

ShepHyken

As part of his onboarding process, Bob was put through customer service training. He learned about how to treat the company’s customers with dignity and respect. When leadership complains about customers, it gives permission for employees to do the same.

Look Past the Obvious for a Better Solution

ShepHyken

The customer service agent was happy to accommodate my request. She was a model customer service agent; friendly and helpful. Proper training and coaching could have helped. Winter travel can be stressful with the concern of weather-related delays and cancellations.

Who Owns Customer Service?

ShepHyken

Customer service is what I’m all about. It is my life’s mission to help companies create a customer service experience that customers think is amazing. But, surely some company that is totally focused on their customers would already own it.

No Toilet Paper – Is Customer Service Getting Worse?

ShepHyken

Some people claim that customer service is getting worse. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies who teach us what good customer service should be. That could be a sign of bad training.

Charging More for a Better Customer Service Experience

ShepHyken

It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department?

Your Customer Service DNA

ShepHyken

Some people are just naturally good at providing great customer service. I realized that there was a point in my life that I could look back and say, “That’s when I knew I was passionate about taking care of customers.” That was my “Customer Service DNA.”.

5 Top Customer Service Articles For the Week of April 27, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. “Giving back” is part of the customer experience. ” 15 Customer Service Strategies To Help You Deliver A 5-Star Experience by Forbes Coaches Council.

5 Ways to Deliver Better Service Just in Time for National Customer Service Week

ShepHyken

National Customer Service Week is coming up soon. This is a week to celebrate and appreciate not only our customers, but also the people who make our customers happy. In customer service, there are so many ways to do things right.

The Traits That Make for Good Customer Service

ShepHyken

Recently one of our subscribers asked me, what traits a person must possess to deliver a good customer service experience. I asked if this was for a customer support rep, and he said no. We ask the audience to shout out the traits of someone who would be good at customer service.

5 Top Customer Service Articles for the Week of October 21, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. CustomerGauge asked five customer experience experts (myself included) to address issues that B2B companies and leaders have in creating a strong and successful CX program.

Customer Service and CX Lessons from Three Iconic Brands

ShepHyken

I’ve talked and written about the differences between customer service and the customer experience, also known as CX. Customer service is typically what transpires between people throughout the buying process or when there is a problem.

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Dollar Shave Club Teaches a Valuable Customer Service Lesson

ShepHyken

The Dollar Shave Club continues to impress me with their amazing customer service. I have used them as an example of how to create a membership experience , but now I want to focus on their ability to deliver amazing customer service. Great value with great service.