ShepHyken

OCTOBER 1, 2023

My Comment: For those in the customer support world, this article is for you. AHT, as in average handle time, is a metric used to measure the average length of time for a customer support call. Some companies look for low AHTs, hoping to manage more calls per hour or shift with a lower time. is an excellent way to do so.

Customer Service 63

Customer Service Contact Center Average Handle Time Customer Service Strategies 63

ShepHyken

MARCH 12, 2024

The personality comes from the top and makes its way through the entire organization, eventually being felt by the customers. 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.

Advertising 148

Advertising Customer Service Training Interaction Customer Experience 148

ShepHyken

SEPTEMBER 26, 2018

And, that leads to this very important point: When great customer service meets convenience, you have the recipe for disruption. I was talking to the manager of the service and repair center at a major brand automotive dealership. No friction and no hassle. For information, contact 314-692-2200 or www.hyken.com.

How To 623

How To Automotive Competitive Advantage Customer Service Training 623

ShepHyken

JANUARY 16, 2024

This is an important topic that every CEO, business owner, leader, manager, and supervisor must understand. When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality.

Customer Service 140

Customer Service Customer Centricity Customer Service Training Survey 140

ShepHyken

SEPTEMBER 19, 2023

That’s where Amazon learned to play great defense, typically managing complaints or issues so well that the company has earned a reputation for amazing customer service. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. And they still play to win.

Customer Service 136

Customer Service Effort Score Sports Conference 136

ShepHyken

AUGUST 8, 2023

For example, there is UX, or user experience , which is the experience the customer has with your products and services. Here are some others that you may have heard of: EX is to employees as CX is to customers. The employee experience is an important experience to manage. The WX is a very important part of the UX.

Customer Service Training 117

Customer Service Training User Experience Customer Experience Employee Experience 117

ShepHyken

MAY 26, 2021

I told him, “I’m customer service speaker and we provide customer service training.” The lesson: Know who your customer is. If you can, plan in advance, do a little homework and spend a couple of minutes (or more) finding out what your customer does. He responded with, “You’re a design firm.”

Sales 141

Sales Customer Service Training Training Customer Service 141

ShepHyken

SEPTEMBER 12, 2023

As he walked through the restaurant, all the customers who had been watching him through the window gave him an enthusiastic round of applause. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. He came back drenched. Connect with Shep on LinkedIn.

Customer Service Training 143

Customer Service Training Customer Service Training Customer Experience 143

ShepHyken

JUNE 9, 2021

Whatever the reason, you must know how to handle angry customers. In our customer service training workshops , we provide a number of tactics to manage these difficult customer situations. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

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Customer Service Training Customers Training Customer Service 147

ShepHyken

AUGUST 1, 2023

They do short write-ups and share them with their managers. Here is a great example of the power of this exercise and impress your customers. It proves Katie was listening to her customer. That’s why her title is “relationship manager.” Gifts don’t have to be extravagant to impress. Connect with Shep on LinkedIn.

Hotels 117

Hotels Travel Exercises Customer Service Training 117

ShepHyken

MAY 30, 2023

If you know of any friction points along your customer’s journey, you have two options: 1) Find a way to eliminate them, or 2) Find a way to make them more tolerable. 2 to manage the wait time new patients experience. How do you handle the friction points in your business to provide a frictionless customer experience?

Wait Times 152

Wait Times Customer Service Training Customer Service Customer Experience 152

ShepHyken

JULY 22, 2020

I was on a customer support call with a software company and their rep said, “I’ll need to talk to my manager. Did he just say he would fight his manager to make me happy? This is the customer service rep I want to talk to every time I call the company. The post Would You Fight to Make Your Customers Happy?

Poor Customer Service 161

Poor Customer Service Customer Service Training Software Sales 161

ShepHyken

FEBRUARY 6, 2024

It’s time to come back to a very important topic in customer service and customer experience. It also falls under leadership and management. Her story is an interesting one. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Communication 88

Communication Airlines Customer Service Training Leadership 88

ShepHyken

AUGUST 16, 2021

Pay special attention to number two, which is to post or re-post “User Generated Content” ( also known as USC) created by your customers on the different social media channels your company is on. 3 Projects to Refresh your Customer Service Strategy and Relieve Stress by Laura Krajewski. This isn’t just information.

Customer Service 88

Customer Service Social Media Tips Multi-Channel 88

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. It’s about fixing the customer, which means restoring confidence.

Customer Service 82

Customer Service Customer Service Training Customers Interaction 82

ShepHyken

JUNE 20, 2023

Miller eventually bought tickets, and Scott Anderson, managing director of the games, promised it wouldn’t happen again. There is the soft-skill side of customer service, being friendly and empathetic. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 67

Customer Service Customer Service Training Travel Entertainment 67

ShepHyken

AUGUST 16, 2023

It was her manager’s fault.” The explanation was simple. The manager should never have allowed one employee to run a restaurant that takes a team of people. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. She said, “It wasn’t the employee’s fault.

Customer Service Training 118

Customer Service Training Training Leadership Course 118

ShepHyken

DECEMBER 8, 2021

The result is that companies are forced to “skimp” on the quality and service customers have come to expect. I asked the manager why we couldn’t be seated. Rather than deliver a poor customer service experience, they felt it was better to shut down part of the restaurant. Customers love information.

Poor Customer Service 145

Poor Customer Service Hotels Customer Service Training Customer Service 145

ShepHyken

JANUARY 10, 2024

There are at least three lessons we can learn from this story: Laziness: That should never be an excuse for providing poor customer service. If the agent really was lazy, shame on her for taking a job where she supports customers. And is it her fault or the manager who oversees the ticket counter agents?

Travel 90

Travel Customer Service Airlines Poor Customer Service 90

ShepHyken

AUGUST 5, 2020

Diane is president and regional general manager at Univision. As she moved into this role, she realized the opportunities that would come from providing a better customer experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service 156

Customer Service How To Exercises Customer Service Training 156

ShepHyken

JULY 11, 2023

While it’s not their fault and really is out of their control, they could show a sign of effort to manage the problem, even if it isn’t the perfect solution. Instead, see it as an opportunity to show empathy and care for your customers. Come Up With a Solution – This may or may not be possible. A problem may be out of your control.

Hotels 118

Hotels Customer Service Training Course Communication 118

ShepHyken

NOVEMBER 3, 2021

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)? . Do you provide ongoing reinforcement or training to keep your employees guest-focused? . These questions are for you and your management team. Follow on Twitter: @Hyken.

Hospitality 164

Hospitality Customer Experience Hotels Feedback 164

ShepHyken

AUGUST 19, 2019

(G2 Crowd) Providing great customer service is not a choice or luxury; it’s a standard your customers expect. Well, here are nine “how to not’s” to consider in your customer service strategy. If live chat and chatbots are part of your customer service strategy, read this article.

Customer Service 116

Customer Service Leadership Ecommerce Culture 116

ShepHyken

JANUARY 11, 2021

There is a lot of crossover in these concepts, but also some differences The author emphasizes the idea that doing contactless right can build trust, which is essential to repeat business, and ideally, customer loyalty. 10 Important Components of a Social Media Customer Service Strategy by VHT MARKETING.

Social Media 91

Social Media Customer Service Guidelines Loyalty 91

ShepHyken

DECEMBER 28, 2022

Here are 23 ways to help you and your teams provide an amazing customer experience in 2023. . Manage the first impression. Manage last impressions. Customers want to work with people who “know their stuff.” . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Fashion 130

Fashion Guidelines Policies Customer Service Training 130

ShepHyken

AUGUST 17, 2022

And some of them are easily managed. Don’t let negative signals that are easily in your control taint the customer’s experience. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Airlines 130

Airlines Comparison Advertising Customer Service Training 130

ShepHyken

NOVEMBER 15, 2021

If you’ve struggled with how to measure, or “evaluate” your customer service, here are some ideas to give you some clarity. Customer Experience Metrics: The Top 5 Ranked by Dan Gingiss. Ace Hardware Goes Thanksgrilling in Customer Service Strategy by Judy Mottl. They want proof in the form of ROI.

Customer Service 71

Customer Service Metrics Social Media Retail 71

ShepHyken

MARCH 16, 2022

Our research also found that most customers give one or two chances before leaving deciding to leave. And mistakes don’t count if they are managed well. So, manage for the reaction – not the opposite reaction – that you want to happen, which is to get the customer to say, “ I’ll be back.” .

Customer Service 120

Customer Service Customer Service Training Customers Customer Experience 120

ShepHyken

APRIL 13, 2022

We didn’t accept credit cards, so when customers finished filling up their tanks, we would go to their car, take their money and make the appropriate change.? . She appreciated my assistance, but my manager didn’t. When I came inside, he yelled at me for helping her and emphasized the meaning of a self-service gas station.

Self Service 130

Self Service Customer Service Customer Focused Customer Service Training 130

ShepHyken

JUNE 15, 2022

He taught several lessons that day, but the one that stood out was how he handles angry customers. His manager taught him how to respond to a disgruntled customer. The example he used had to do with a customer who wanted to return a spoiled carton of milk. . Early in Jake’s career, he worked at a grocery store.

How To 73

How To Conference Customer Service Training Customers 73

ShepHyken

FEBRUARY 19, 2023

Jeff Toister’s Top Tips for Crafting a Successful Customer Culture by Melanie Mingas (CX Network) CX author and keynote speaker Jeff Toister offers his advice for customer experience managers looking to create a winning customer culture. It leads with one of my favorite sayings: Customer service is not a department.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

DECEMBER 15, 2021

I mentioned it to the manager and the explanation was that food costs had gone up and they were forced to substitute different – as in less expensive – ingredients. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. The post Don’t Cut What Is Obvious to the Customer??

B2C 125

B2C B2B Customer Service Training Customers 125

ShepHyken

DECEMBER 14, 2022

When they happen, if appropriately managed, it can give the employee more confidence than if the mess-up hadn’t happened at all. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Use these “mess-ups” as coaching opportunities.

Customer Service Training 73

Customer Service Training Culture Training Customer Service 73

ShepHyken

NOVEMBER 25, 2020

Having colleagues and managers around you can be of great assistance when you have a question or may not be 100% sure of what to do. You may care about your customer, but does the customer know it? Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service 143

Customer Service Leadership Training Customer Service Training 143

ShepHyken

NOVEMBER 16, 2022

Managing the reception and registration process in a hospital is tricky. 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.

Hospitality 80

Hospitality Customer Service Training Training Customer Service 80

ShepHyken

SEPTEMBER 22, 2021

Principle Two: Follow the “Employee Golden Rule” – This is one of my favorite concepts, which is to do unto your employees as you want done unto the customer. The way leaders and managers treat employees is how employees are going to treat others, including the customer. . And, have your customers saying, “I’ll be back!” .

Culture 107

Culture Customer Centricity Sports Customer Service Training 107

ShepHyken

JUNE 17, 2020

In other words, what are you doing today to get the customer to come back next time ? Assuming what you sell is a good product that does what it’s supposed to do, the way you manage the customer’s experience is what will increase the likelihood of the customer returning. Follow on Twitter: @Hyken.

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Customer Service Training Strategy Software Customer Service 152