ShepHyken

AUGUST 9, 2017

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. A customer-focused mindset includes the desire to serve.

Customer Focused 80

Customer Focused Customer Service Training Training Customers 80

ShepHyken

NOVEMBER 1, 2017

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. They even trained them when they were hired.

Customer Service Training 98

Customer Service Training Training Customer Service Airlines 98

Comm100

NOVEMBER 30, 2017

So you’ve decided to move your customer service team into the 21st century, getting them ready to chat for the first time. You could simply give technical training on the new system, then let your agents loose. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Congratulations!

Training 102

Training Customer Service eBook Tips 102

CSM Magazine

SEPTEMBER 7, 2021

If you’re the owner of a retail business, then you’ll know more than most about the eternal struggle of getting customers through your doors. We’re in an age where customers can shop from anywhere – we don’t even have to leave our homes! Train Your Staff! Make The Experience Safe.

Customer Focused 52

Customer Focused Retail Customer Experience Advertising 52

Comm100

JULY 28, 2016

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. Q: How do most organizations and companies fail their customers?

Customer Service Training 100

Customer Service Training Training Customer Service Customers 100

Help.com

OCTOBER 13, 2014

A customer-centered company culture is overwhelmingly resistant to being knocked off by your competition. Or consider Isadore Sharp’s Four Seasons Hotels and Resorts, regarded as one of the top five companies in any industry for service, after having innovated and thrived through many different eras and trends of customer service.

Culture 100

Culture Customer Focused Company Competitive Advantage 100

ShepHyken

JULY 29, 2020

Call me boring, but I want the same thing every time—at least when it comes to customer experience. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us. It is, but this is good monotony—the kind of monotony our customers like.

Customer Experience 257

Customer Experience Customer Service Hospitality Customer Service Training 257

CSM Magazine

APRIL 12, 2022

A disgruntled customer with no good words to say, only negativity and a damning address. One of the most frustrating things about the customer service industry, no matter if you’re customer facing, or in office-based position, is rude customers. We’ve all experienced it. The reality is often far from this.

Customer Service Training 52

Customer Service Training Training Customer Service Policies 52

ShepHyken

JANUARY 4, 2017

To kick off the start of 2017 I could share my “Top Seventeen Ways to Deliver Great Customer Service in 2017.” One of the most important ways to improve customer service is to make sure that everyone in an organization (company) is in alignment with the customer service and/or experience vision. And, that word is… alignment. .

Customer Journeys 97

Customer Journeys Customer Focused Culture Touchpoint 97

ShepHyken

DECEMBER 6, 2023

In a confrontation with a customer, you have a goal: win the customer , not the argument. I’ve written about this before, and it’s worth coming back to this topic from another angle with a different example. First, an interaction with a customer should never result in an argument. It’s not about blame.

Customer Service Training 148

Customer Service Training Customers Interaction Customer Service 148

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.”. Notice that these statements are about the interactions customers have with your employees.

Customer Service Training 163

Customer Service Training Training Meeting Customer Service 163

CSM Magazine

MARCH 31, 2020

In these uncertain times it is important to keep your customer at the heart of what you do. To deliver exceptional customer service and inspire loyalty you need to create an internal culture that emphasises this. Harriet Treadwell, Head of Customer Love, Butternut Box.

Customer Focused 52

Customer Focused Exceptional Customer Service How To Culture 52

Integrity Solutions

SEPTEMBER 28, 2023

It’s never been more important to understand your customers and what they value. 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. But great customer experiences don’t just happen.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. Drawing inspiration from my experiences and insights into the evolving dynamics of customer interactions, let’s explore five pivotal strategies that can elevate your small business from being good to unforgettable.

Self Service 77

Self Service Customer Service Airlines Touchpoint 77

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. The Common Method of Customer Experience Training.

How To 378

How To Customer Journeys Culture Training 378

ShepHyken

OCTOBER 7, 2020

Sitting outside in the heat, baking between the two doors, was not customer service… it was customer disservice. It is not merely the opposite of customer service —that would be bad customer service. This scenario was more like “no customer service.”. This is customer disservice. Maybe they are in a hurry.

Customer Service Training 164

Customer Service Training Training Customers Customer Service 164

ShepHyken

SEPTEMBER 16, 2020

I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience. It’s the same for certain aspects of customer service. Unfortunately, it’s not always so common.

Customer Service 167

Customer Service Customer Service Training Training Customer Service Representative 167

Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. All customers today want fast, accurate and comprehensive service, but increasingly they require more – they want to have meaningful conversations that engage them with the brand. Published on: February 22, 2017.

Culture 55

Culture Customer Focused Knowledge Base Effort Score 55

Micah Solomon

OCTOBER 11, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience. Overhaul your employee onboarding.

Customer Experience 256

Customer Experience Customer Service Hospitality Hotels 256

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

SEPTEMBER 14, 2022

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). However, customer service trends seem to be heading in the wrong direction.

Culture 106

Culture Customer Service Poor Customer Service Leadership 106

ShepHyken

NOVEMBER 3, 2021

There have most likely been times that many of us have fallen short in taking care of our customers. 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)? . While he’s in the hospitality industry, this could apply to any type of business.

Hospitality 166

Hospitality Customer Experience Hotels Feedback 166

ShepHyken

APRIL 11, 2023

The employees recognized that customer service is a team sport. It’s everyone’s job to make sure the customers leave happy. Unfortunately, I’ve also witnessed the opposite at a restaurant. The second is to take care of the customer. Get more information on The Customer Focus ™ customer service training programs.

Sports 136

Sports Customer Service Customer Service Training Customers 136

ShepHyken

AUGUST 3, 2022

No employee should be treated poorly by customers. . According to a BBC News story, the Edinburgh Airport decided to simply disconnect its customer support line. . It turns out that 90% of the complaints the customer support team received had to do with lost luggage. Not all customers are abusive.

Airlines 131

Airlines Leadership Training Customer Service Training 131

ShepHyken

AUGUST 11, 2021

“We love our customers, and they obviously love us. Not to be a “downer,” but we shouldn’t confuse a repeat customer with a loyal customer. Don’t get me wrong, I love repeat customers, and we absolutely want them. Repeat customers are very desirable. There are a number of reasons customers might come back.

Loyalty 173

Loyalty Customers Customer Service Training Retail 173

ShepHyken

MARCH 26, 2024

There is some very practical wisdom in these motivational and inspiring quotes that we can apply to the customer service and CX world. Think of the best customer experiences you have had. There’s lots of work, thinking, planning, practice, experimenting, training, and more that goes into creating an easy experience.

Entertainment 86

Entertainment Sports Customer Service Training Training 86

ShepHyken

JANUARY 23, 2024

If you’re making your customer go through the same process multiple times, you’re creating a negative customer experience. As I typed the same thing onto each form repeatedly, I thought, “What a waste of time for the customer – or, in this case, the patient.” Don’t bog the customer down. I’m okay!)

Insurance 86

Insurance Banking Customer Service Training Retail 86

ShepHyken

OCTOBER 27, 2021

Customers love to hear those important words, especially when they are calling about a problem or have a complaint. I briefly covered this in a recent article ( The Five Best Things to Say to an Angry or Upset Customer ), but I want to dive into the “I’m sorry” comment a little deeper. . “I’m sorry.” Follow on Twitter: @Hyken.

Customer Service Training 147

Customer Service Training Training Customers Customer Service 147

ShepHyken

SEPTEMBER 15, 2021

Think about this … what if you were to charge a customer just to talk to you about what you would sell them? What would you have to do for your customers to be willing to pay for the privilege of buying your products or services? How good your customer service is. My customers would never have to wait on hold. .

Hotels 168

Hotels Customer Service Training Retail Financial 168

ShepHyken

MARCH 31, 2021

It’s been years since I’ve written about Get to Know Your Customer Day. Get to Know Your Customer Day happens four times a year, on the third Thursday of each quarter, so they are held in January, April, July, and October. So, here are three of my favorite ways to get to know your customer.? . That’s right!

Customer Service Training 152

Customer Service Training Feedback Groups Customers 152

CSM Magazine

SEPTEMBER 28, 2016

In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon. Employees are supposed to focus on helping customers, not selling products.

Customer Focused 40

Customer Focused Company Airlines Culture 40

Playvox

FEBRUARY 6, 2024

Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. What do they have in common? What’s their secret? But why stop there?

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

ShepHyken

APRIL 13, 2022

Just out of college I started my career as a customer service expert. It was a chosen profession that had its roots in something that happened to me when I was younger, an event that caused me to become obsessed with customer service. . These lessons laid the foundation that ignited my passion for customer service.

Self Service 131

Self Service Customer Service Customer Focused Customer Service Training 131

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? We add one extra question: “How often does this happen?”

Customer Service 158

Customer Service How To Exercises Customer Service Training 158

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. by Janelle Estes.

Customer Service 123

Customer Service Customer Service Training Policies Loyalty 123

ShepHyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Internal Customer Service: What You Must Know by Gabrielle Pickard-Whitehead. Here are 18 of the most reliable ways to make sure your internal customer service is up there with the best. by Mary Drumond. Their conclusion?

Customer Service 145

Customer Service Chief Customer Officer Contact Center Customer Service Training 145

ShepHyken

OCTOBER 12, 2022

Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. When a company tells me they don’t want to participate in social media customer care, I ask why.

Social Media 158

Social Media Customer Service Customer Care Customer Service Training 158