ShepHyken

NOVEMBER 30, 2022

A retail store changed its return policy. What was once considered a flexible, customer-friendly return policy became a hassle for the customer. . These changes are the reasons some customers shared when they were asked, “Why don’t you come back anymore?” A company changed its invoicing terms.

Policies 120

Policies Customer Focused Customer Service Training Software 120

Help Scout

APRIL 29, 2021

It develops organically in response to the decisions, behaviors, and policies of the people in the business. It’s worth noting that companies with any of these primary cultures can still deliver good customer service experiences. Customer service is a part of the business’s strategic vision.

Culture 139

Culture Customer Service How To Policies 139

ShepHyken

MAY 6, 2022

He shares how you can improve your customer service strategy and team to take advantage of the benefits an exceptional customer service function has to offer. Before customer service outsourcing , there was once a time when customer service was largely limited to one-on-one phone calls.

Customer Service 69

Customer Service Multi-Channel Omni-Channel Exceptional Customer Service 69

Comm100

SEPTEMBER 13, 2021

Whether you’re just beginning your digital transformation journey or well on your way, we hope this series will provide new insights into the ever-changing world of digital customer service strategy. This is just the first in our series of articles looking at digital transformation in customer service.

Customer Service 216

Customer Service Omni-Channel Social Media Connections 216

CSM Magazine

MAY 8, 2023

The process of customer data management includes gathering, storing, arranging, and analyzing customer data with the aim of comprehending their behavior, preferences, and requirements. It is crucial in helping businesses make informed decisions about their marketing, sales, and customer service strategies.

Data 52

Data Tips Management Government 52

CloudCherry

JULY 10, 2019

After you’ve selected what you want, you will find all the required details like the price, specifications, frequently asked questions, return/refund policies, and more. You will also have access to what other customers are saying about the product, and from these reviews, you can gauge how well-received/trustworthy the brand is.

Self Service 231

Self Service Customer Experience Customer Service Chatbots 231

ShepHyken

NOVEMBER 9, 2023

These solutions need to be in line with your company policies. Whether you’re personalizing your customer service or adding the human touch through a warm and welcoming presence, you can experiment with different techniques to see what works.

Customer Service 55

Customer Service Management Exercises Leadership 55

Lumoa

NOVEMBER 30, 2022

Beyond this, you should provide multiple language options so that your customers can use the service no matter where they are in the world. Of course, you should also integrate conversational AI into your customer service strategy. For an AI to work effectively, it must gather data on customer behavior (e.g.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

ShepHyken

MAY 10, 2023

Some examples of “breaking the rules” might be honoring a warranty that expired a month ago – or stretching a 14-day return policy to the 15th or 16th day. Some retail organizations, like Nordstrom, have an easy, no-questions-asked return policy.

How To 64

How To Policies Customer Service Training Training 64

ShepHyken

FEBRUARY 28, 2023

Be Transparent – Be open about your policies, process, delivery times, delays and more. You want your customers to know and understand how you operate. Here are six ways: Always Keep Your Promise – We start with a simple one. Just do what you say you’re going to do. The fastest way to destroy trust is to not keep a commitment.

Chief Customer Officer 123

Chief Customer Officer Effort Score Policies Customer Service Training 123

ShepHyken

JULY 29, 2022

Company policies & procedures . The company policies and procedures sometimes restrict the call support executives from performing certain activities that are essential for first call resolution. . Tools & access to information .

First Call Resolution 76

First Call Resolution Call Center Net Promoter Score Policies 76

transcosmos Information Systems

JANUARY 5, 2017

So if you’re a retailer, you might want to spend some time going over this ultimate checklist for your e-commerce customers. You can use the checklist to plan your customer service strategies for 2017. Customer Service for Your E-commerce Business. Have an Easy-to-understand Return Policy.

e-support 87

e-support Customer Experience Social Media Policies 87

Oracle

AUGUST 26, 2020

Many employees and their companies are realizing the vast benefits that a flexible or work from home (WFH) policy can offer. The goal of developing remote customer service strategies is twofold. Even more importantly, they can deliver authentic and outstanding service to their customers at their every point of need.

Exceptional Customer Service 99

Exceptional Customer Service Self Service Customer Service Knowledge Base 99

ShepHyken

DECEMBER 28, 2022

Excellent customer service lies in flexibility. Avoid phrases customers hate, such as, “It’s not my department,” or, “That’s our company policy.” Customers love working with empowered employees. . Be flexible. Rules should be guidelines.  . I refer to these as loyalty killers. .

Fashion 130

Fashion Guidelines Policies Customer Service Training 130

ShepHyken

APRIL 29, 2022

Please note: If a Notice of Cancellation has previously been issued, the payment outstanding shown on that notice must be received by the due date specified on the notice, not by the date shown below, for the policy to remain in effect. There was more, but they had already lost me. I was super annoyed.

Insurance 161

Insurance Poor Customer Service Policies System 161

CSM Magazine

JANUARY 27, 2021

According to a McKinsey study, 70% of buying experiences are based on how the customer feels they are being treated. The current situation has highlighted the need for a robust and deliverable customer service strategy. Blindster was founded by Kyle Cox, a Houston-based entrepreneur with a passion for customer service.

Customer Satisfaction 52

Customer Satisfaction e-support Retail Policies 52

Kustomer

MAY 5, 2020

Where are you making your customers’ lives easier? Have the patience to clearly explain the nuances of your business and policies. Keep this in mind, too: a small percentage of customers — classified as the “offline society” -— may suddenly be forced into adopting digital communication in light of shelter-in-place orders.

Customer Service 52

Customer Service Policies Omni-Channel Airlines 52

LiveChat

OCTOBER 24, 2019

The language an agent uses – if a company uses official tone, an agent can’t be too friendly or make jokes on chat, and that creates a distance which might influence the final rating from a customer. A good practice is to read all the bad rated chats and draw conclusions – why did a customer rate an agent badly?

Management 51

Management Policies Metrics Customer Satisfaction 51

Kustomer

MAY 11, 2020

It’s essential to have a customer service strategy, and the correct technology in place, to handle bursts in activity and enable productive remote work. Look for tools that leverage AI and intelligent automation to power self-service and low-level information gathering. What CS Teams Need.

Self Service 59

Self Service e-support Report Policies 59

Ecrion

JULY 22, 2019

And while studies show that about 1 out of every 26 customers complain about poor customer service, over 90% of those dissatisfied customers simply stop working with your business — and never come back.

Customer Service Training 78

Customer Service Training Training Customer Service Customer Journeys 78

Merkle

AUGUST 8, 2018

A small business owner may have a better understanding of their company’s Big Data because they know their customers more intimately and the way the wider market is affecting their operations. Small businesses can effectively utilise Big Data to improve efficiencies, build better customer service strategies and make better business decisions.

Data 40

Data Social Media Healthcare Insurance 40

ShepHyken

JANUARY 12, 2018

It’s not the customer’s job to go trying to find the exact person who should handle their situation. It’s our company policy. Don’t hide behind a company policy. And if you can’t work around the policy, offer an alternative or escalate the matter to the customer. If I were the customer in this situation, “huh?”

Customer Service 94

Customer Service Policies Customers Customer Experience 94

Lumoa

JUNE 14, 2023

Amazon is often hailed as the king of personalized, frictionless, and joyful customer service experiences, going above and beyond to ensure customer satisfaction. They employ a customer-first approach, offering generous return policies and letting customers keep items they accidentally ordered.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

CSM Magazine

OCTOBER 19, 2023

This builds trust, a crucial currency in any industry but even more so in travel, where customers are entrusting companies with their safety and well-being. Jayride’s commitment to transparency is evident in their Reviews and Guidance Policy , which offers a clear framework for customer feedback and company accountability.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 52

CSM Magazine

JUNE 17, 2019

Your job is to ensure that before they ask for it, customer service already provides it. It doesn’t have to be – all you need to do is strategically plan your customer service efforts and policies. 3 Reasons & Ways Good Customer Services are Top Priority #1. Sounds daunting right?

Customer Service 49

Customer Service Social Media Policies Customer Retention 49

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. I am a big advocate of the policies and procedures myth! Excellent service is putting your employees first and building a culture that has them putting the customer first.”. Shep Hyken.

Customer Service 0

Customer Service Policies Communication Training 0

Win the Customer

DECEMBER 29, 2015

One of my favorite policies of Metro Bank is its 10 minutes policy. Every Metro Bank branch opens 10 minutes early and closes 10 minutes late, just to make sure that they can squeeze that extra few minutes to help its customers. Hill and the executive leadership at Metro Bank haven’t reinvented customer service experience.

Customer Service 52

Customer Service Customer Experience Banking Financial 52

Customers That Stick

AUGUST 11, 2015

In April, Twitter changed this policy to allow organizations to choose a setting where it can accept DMs from anyone. Obviously, this is part of Twitter’s strategy to position itself as a customer service channel. Can Twitter be THE Social Customer Service Channel?

Customer Service 60

Customer Service Multi-Channel Omni-Channel Customer Service Strategies 60

Think Customers

FEBRUARY 3, 2020

From a brand perspective, even if some customer requests go against your usual policy for certain things at a certain degree you have to have a human element to your customer service. You need to be able to cater to a customer whose ring doesn’t fit and swap it out for them as many times as you can.

Customer Service 59

Customer Service Policies Customers Feedback 59

Think Customers

JULY 1, 2020

For example, augmented attended service are chatbots being deployed to ride along with agents to suggest relevant content and services to make their jobs easier. Unconventional corporate security policies People are not the only ones on the move. This opened a huge gap in security concerns.

Contact Center 52

Contact Center Self Service Healthcare Chatbots 52

CSM Magazine

JANUARY 4, 2023

For instance, you can have customers scan a QR code at the checkout to quickly provide customer info or payment details, making the process faster and more efficient. Similarly, QR codes can provide customers with information about return policies or generate return labels and other relevant documents.

Customer Experience 52

Customer Experience How To Trends Tools 52

ShepHyken

APRIL 24, 2020

adjusting policies, in light of this extraordinary situation, to help reduce inquiries on certain topics. Despite your best efforts, some customers will still have unreasonable expectations. Remind customers waiting on telephone lines and in chat queues of these instantly available resources. Also consider?adjusting

Self Service 75

Self Service Customer Service Airlines Travel 75

Comm100

NOVEMBER 3, 2017

It often revolves around established social media policies, adding color, and bringing to life the published guidelines. Casual training is a good tool for spreading awareness of those policies throughout an organization. Recommended for you : You Need a Jointly Owned Social Media Customer Service Strategy ASAP – Here’s Why.

Social Media 112

Social Media Course Training Marketing 112

ShepHyken

FEBRUARY 7, 2017

We must get away from telling our customers things like “ Sorry, there is nothing we can do ” or “ Our policy prohibits us from taking any action on your behalf.” Sometimes the customer service rep may resort to saying, “No,” because it’s easier than trying to figure out a way to fix the customer’s issue.

Self Service 48

Self Service Competitive Advantage Policies Customer Satisfaction 48

ShepHyken

JULY 26, 2017

But, it’s a great set up for the conversation on how to eliminate or at least mitigate this problem that causes customers to complain so often. How many times do we upset a customer with the same processes, policies or rules ?

Exercises 93

Exercises Video Policies Customer Service Training 93

ShepHyken

JULY 12, 2017

The Starwood Hotels and Kimpton Hotels are just two of the many hotels that don’t charge for pets and are proud of their pet-friendly policy. Apparently, there are many dog-friendly hotels, and most do not charge fees. Kimpton will actually provide fish in your room if you crave the companionship of a pet.

Hotels 98

Hotels Customer Focused Policies Customer Service Training 98

Think Customers

NOVEMBER 1, 2021

Any associate receiving a transfer should have all the information needed to help the customer. Nothing will frustrate a customer more than having to repeat the reason for the call more than once. Having such guidelines will empower associates to make the right decision and ensure all callers have similar experiences.

Self Service 52

Self Service Net Promoter Score Contact Center Average Handle Time 52