Ecrion

JULY 22, 2019

Too often, companies blame a loss of revenue on competitors, poor market conditions, and even failed marketing strategies when the real reason why business is down is due to a poor customer service training and standards. Be honest with yourself: How confident are you, really, with your current level of customer service?

Customer Service Training 78

Customer Service Training Training Customer Service Customer Journeys 78

Integrity Solutions

SEPTEMBER 28, 2023

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 Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

Comm100

OCTOBER 11, 2017

This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Give Your Customers More Accurate Help.

Social Media 116

Social Media Customer Service Strategies Strategy Customer Service 116

ShepHyken

MARCH 12, 2024

Manage Every Moment: I have always been a huge fan of Jan Carlson’s Moments of Truth concept, in which every interaction a customer has with a company is an opportunity for them to form an impression. These interactions include advertising, websites, people-to-people, and more. Connect with Shep on LinkedIn.

Advertising 148

Advertising Customer Service Training Interaction Customer Experience 148

ShepHyken

FEBRUARY 20, 2024

I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention to.

Metrics 150

Metrics Customer Service Measurement Customer Service Training 150

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. Connect with Shep on LinkedIn.

Customer Service Training 146

Customer Service Training Customers Interaction Customer Service 146

ShepHyken

OCTOBER 17, 2023

That may be the case for the cat, but it’s not so in the world of customer service. A good customer service rep, salesperson, or anyone interacting with a customer should be curious. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service Training 141

Customer Service Training Customer Service Interaction Customer relationships 141

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.”. Often, they are really just one person the customer is interacting with.

Customer Service Training 161

Customer Service Training Training Meeting Customer Service 161

ShepHyken

OCTOBER 1, 2023

Speed Doesn’t Equal Success: The Limitations of AHT as a KPI by Othmar Mueller Von Blumencron (VIPdesk Connect) While top-notch products and services remain vital, the spotlight in recent years has undeniably shifted to the customer experience as a pivotal factor distinguishing one brand from another. Connect with Shep on LinkedIn.

Customer Service 63

Customer Service Contact Center Average Handle Time Customer Service Strategies 63

ShepHyken

AUGUST 12, 2020

When it comes to people interacting with people, that’s probably true. It’s a genuine “thank you” or another comment to share your appreciation for your customer. That’s a great customer service strategy—just be nice! What does it cost to be nice? Some would say, “Nothing.” I’m in the process of writing a new book.

Customer Service Strategies 132

Customer Service Strategies Customer Service Training Customer Service Strategy 132

ShepHyken

MAY 26, 2021

This is what great salespeople do to prepare for a meeting with a customer or client. This is how anyone delivers a better experience, regardless of whether it’s during the sales process or any other interaction the customer has with people in a company. The lesson: Know who your customer is. He said, “Graphics.”

Sales 141

Sales Customer Service Training Training Customer Service 141

ShepHyken

SEPTEMBER 5, 2023

I’m talking about a result that does three things: The customer’s problem, issue or question is resolved or answered. How the interaction is managed ideally leads to the third result, which is the ultimate level of happiness in problem-solving. Connect with Shep on LinkedIn.

Customer Service 82

Customer Service Customer Service Training Customers Interaction 82

ShepHyken

MARCH 5, 2024

The distinction between merely conducting business with a company and truly experiencing it lies in the unique personality and engagement the company and its employees bring to every interaction. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Experience 80

Customer Experience Entertainment Customer Service Training Connections 80

ShepHyken

JUNE 13, 2023

My version of this is what I refer to as the Loyalty Question : What am I doing right now that will make this customer want to do business with us again the next time they need what we sell? Every interaction with a customer becomes your CX judgment day, especially when there is a problem or complaint.

Management 73

Management Interaction Customer Service Training Customer Service 73

ShepHyken

JANUARY 20, 2021

What you need is a bullet point list of all the places customers interact with you. Execute: If you take the time to do this right, you’ll have identified a number of interactions. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Now prioritize.

Customer Service 156

Customer Service Customer Journeys Exercises Touchpoint 156

ShepHyken

DECEMBER 12, 2023

It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Sales 90

Sales Customer Experience Tips Customer Service Training 90

ShepHyken

AUGUST 17, 2022

He had plenty of examples of how various interactions passengers had with the airline’s employees created an experience that made them want to return and do business again. He also discussed how Moments of Truth went beyond employee interactions, such as the impressions from advertising, cleanliness of the planes and more. .

Airlines 130

Airlines Comparison Advertising Customer Service Training 130

ShepHyken

AUGUST 8, 2023

What experience do your customers have with your website? This is what customers experience when they interact with your company online. We must manage the DX if we want our customers to have a good CX.  These got my imagination going, and I decided to share a few others that I’ve come up with: NX is for the nap experience.

Customer Service Training 117

Customer Service Training User Experience Customer Experience Employee Experience 117

ShepHyken

AUGUST 16, 2021

Entrepreneur) The way brands and customers communicate and interact with each other has been changed significantly by social media. My Comment: I’m a big fan of using social media to enhance the customer experience. 3 Projects to Refresh your Customer Service Strategy and Relieve Stress by Laura Krajewski.

Customer Service 88

Customer Service Social Media Tips Multi-Channel 88

ShepHyken

OCTOBER 26, 2022

It describes the role an employee has when interacting with a customer. Anyone who, at any time, is interacting with a customer is confirming or eroding your brand promise. That is why hiring the right people and properly training them is so important. . Let’s talk about training for a moment.

Training 116

Training Customer Service Training Culture Brands 116

ShepHyken

MAY 16, 2023

The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. This can include follow-up from the salesperson, dealing with customer service for a problem, or any interaction you have with the company or brand after the sale is made.

Customer Service 120

Customer Service Advertising Customer Service Training Sales 120

ShepHyken

DECEMBER 19, 2023

Here are the steps she took to resolve the problem: She went to the company’s website and clicked on customer support. After interacting with the chatbot briefly, the bot wrote, “Let me transfer you to an agent,” moving from a chatbot to live chat. Connect with Shep on LinkedIn.

Omni-Channel 84

Omni-Channel Customer Centricity Company Self Service 84

ShepHyken

JANUARY 3, 2024

The companies that are most convenient will consistently win. TAKE ACTION: Sit down with your team and find ways to eliminate friction for your customers. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Trends 92

Trends Customer Service Customer Service Training Customer Retention 92

ShepHyken

SEPTEMBER 26, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 134

Customer Service Social Media Customer Service Training Training 134

ShepHyken

NOVEMBER 21, 2023

Look at every interaction point a customer has with your organization and ask, “Is there a way to make it better?” While there may not be a better way today, keep asking the question; you might find one over time. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Airlines 82

Airlines Customer Journeys Groups Customer Service Training 82

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 71

Company Fashion Customer Service Training Comparison 71

ShepHyken

JANUARY 5, 2022

Any time you interact with a customer is a touchpoint. Finding ways to do so outside of the normal process, where you endear yourself to your customers, is a great opportunity. This was the perfect time to engage with the customer. BarkBox reached out with an offer to help if needed. The letter was timely.

Customer Experience 173

Customer Experience How To Touchpoint Communication 173

ShepHyken

NOVEMBER 15, 2021

Ace Hardware Goes Thanksgrilling in Customer Service Strategy by Judy Mottl. Retail Customer Experience) Ace Hardware is going all out in stores this Thanksgiving to help customers not only find the right grill equipment but also chef tips on making the feast a success. They want proof in the form of ROI.

Customer Service 71

Customer Service Metrics Social Media Retail 71

ShepHyken

AUGUST 3, 2022

No employee should be treated poorly by customers. . The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost! . I feel bad for the people who work at the airport luggage office. You guys do a great job!

Airlines 130

Airlines Leadership Training Customer Service Training 130

ShepHyken

MAY 24, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Sports 130

Sports Hospitality Customer Service Training Customers 130

ShepHyken

JULY 19, 2023

I didn’t want to contradict him, but I needed the audience to understand that it is impossible to go above and beyond with customers at every interaction. Sometimes meeting expectations is a perfect experience.  In my customer service keynote speeches , I talk about Managing the Moment.

Meeting 62

Meeting Management Customer Expectations Customer Service Training 62

ShepHyken

MARCH 14, 2023

Maybe it’s the way the customer is treated. Maybe there is an employee the customer loves to work with. Or, maybe it’s the confidence that’s created when a customer interacts with the brand. Do you understand your customers’ buying patterns? This is because there is an emotional connection.

Loyalty 100

Loyalty Customer Service Training Customers Connections 100

ShepHyken

DECEMBER 1, 2021

If the employee is interacting with a customer, they want to know they are helping to make a difference. . 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.

Healthcare 125

Healthcare Customer Service Training Feedback Leadership 125

Stella Connect

NOVEMBER 29, 2021

It’s the on-demand age, and delivering customer service with speed and convenience is a crucial factor driving business success today. . According to our research , both US and UK consumers rank response time as the #1 factor that matters the most when interacting with customer service. 1: Response time. #2:

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

ShepHyken

FEBRUARY 19, 2023

‘I’m a Customer Service Agent—For Best Results, Don’t Do These 3 Things When Complaining’ by Helen Carefoot (Well+Good) If you have a problem with a product or service and need assistance to get it resolved, there’s a good chance you’ll interact with a customer service agent.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

CSM Magazine

MARCH 31, 2022

Voicebots also use machine learning techniques to improve their ability to recognize different phrases over time through repeated interactions with people who speak those phrases regularly; this is known as “training the voicebot.”. Once a voicebot has been trained, it can be used to provide information or assistance to users.

Industry 52

Industry Customer Service Contact Center Chatbots 52

ShepHyken

NOVEMBER 23, 2022

To do that, you must understand the three ways you can be amazing for your customers, including your internal customers, who are the people you work with. . It is impossible to make every interaction you have with a customer the most incredible experience they have ever had. It falls into your lap.

Meeting 71

Meeting Customer Service Training Customer Expectations Customer Service 71