ShepHyken

AUGUST 1, 2023

Here is a great example of the power of this exercise and impress your customers. His agent, Katie, referred to as a relationship manager, made a hotel reservation for a trip to Europe to work on a very important court case. The client referred to this as “the most thoughtful and creative present” he had ever received!

Hotels 117

Hotels Travel Exercises Customer Service Training 117

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 90

Customer Service Social Media Tips Multi-Channel 90

ShepHyken

OCTOBER 19, 2022

Based on all their awards and the comments from happy customers posted on social channels, they deliver. . Those comments and awards are what I refer to as The Echo. The only way your customers will say what you want them to say – as in The Echo – is if the experience you deliver aligns with the brand promise.

Automotive 123

Automotive Advertising Brands Customer Service Training 123

ShepHyken

NOVEMBER 30, 2022

Referring to who brought you implies you should appreciate and remember who you are with, such as customers or employees who have supported you. When you refer to what got you , it means what we did to get someone to dance with us in the first place.

Policies 120

Policies Customer Focused Customer Service Training Software 120

ShepHyken

JUNE 29, 2022

If you go to a restaurant that has the most delicious food, but the service is outright terrible, you wouldn’t refer to that as a great experience. What little something can you add to the experience so that people will refer to you as great? In the case of the surgeon, it’s skill plus bedside manner. . Don’t answer me.

Customer Service Training 128

Customer Service Training Retail Training Examples 128

ShepHyken

SEPTEMBER 26, 2023

This also gives you a name to reference if you aren’t getting your problem resolved. On the other hand, another expression might be more appropriate for these situations: “You catch more flies with honey than you do with vinegar.” So, be friendly but stern. Be direct about the problem, but don’t lose your temper.

Customer Service 136

Customer Service Social Media Customer Service Training Training 136

ShepHyken

FEBRUARY 17, 2021

The article she was referring to was written almost 10 years ago and was about the concept I refer to as the ER strategy. One of our team members at Shepard Presentations reminded me of an article I wrote a long time ago , and that maybe it was time to revisit the concept. First, a short recap of the concept.

Strategy 145

Strategy Customer Service Training Groups Customer Service 145

ShepHyken

APRIL 18, 2023

Even if you’re selling a big machine to a factory, there are still expectations that are shaped by retail experiences with customer-focused companies like Amazon. So, what are you offering that makes customers feel as if they receive value, whether it’s free or not?  I refer to it as feeling in control, even if you aren’t.

B2C 64

B2C B2B Customer Service Training Retail 64

NICE inContact

OCTOBER 18, 2016

Customers Text Honestly. Voice of the Customer (VOC) is an integral part of many organizations’ customer service strategies, but it is most useful when the responses are truthful. Thus, with a continued emphasis on what fellow customers are doing and saying, social media has become a much larger factor.

Social Media 212

Social Media Self Service Omni-Channel Consumers 212

TechSee

FEBRUARY 2, 2022

Call center technology can refer to any tool that contact centers use to improve productivity, manage staff, deliver better service, or cut costs. Today’s call centers are a core part of any organization’s customer service strategy. And as with most things, all roads lead to technology. . Where Are We Heading?

Call Center 124

Call Center Self Service Technology Social Media 124

ShepHyken

JANUARY 31, 2023

Many years ago, a friend shared some advice with me: It doesn’t cost much more to enjoy a first-class experience. He was referring to spending just a little more in certain situations to get much more out of the experience. It could be a nicer hotel, a better seat in a theater, a better cut of meat at the grocery store, and more.

Customer Service 140

Customer Service Customer Experience Hotels Customer Service Training 140

ShepHyken

NOVEMBER 7, 2023

Recently, I wrote two articles for my weekly Forbes column that paid homage to Abraham Maslow, the American psychologist who created what is referred to as Maslow’s Hierarchy of Needs. The articles were so well received that I wanted to share shorter versions here with our Shepard Letter subscribers.

Policies 96

Policies Meeting Customer Service Training Customers 96

ShepHyken

MAY 16, 2023

Closing the deal Some refer to this moment as “closing the deal.” Marketing messages and advertising campaigns create credibility. A salesperson’s promises make you feel good about doing business with them and their company. And if all goes well, eventually, you make a sale. I always joke about that phrase.

Customer Service 121

Customer Service Advertising Customer Service Training Sales 121

ShepHyken

APRIL 4, 2023

It used to be customary to tip 15% for good service and 20% for amazing service. According to an article in RetailWire , some tipping options start at 25%. Tip creeping refers to additional businesses where tips are now expected. Today you’re seeing options at checkout for tips as high as 30%.

Tips 123

Tips Self Service Hotels Customer Service Training 123

ShepHyken

DECEMBER 12, 2023

Most of the audience expects to learn a new sales technique or tactic; instead, I teach customer service and experience techniques and tactics. I refer to this as Selling with Service. I share how to create the experience that makes customers want to do business with the company, not just buy the product.

Sales 92

Sales Customer Experience Tips Customer Service Training 92

ShepHyken

JANUARY 3, 2024

TAKE ACTION: If you are not already involved with a cause, sit down with your team and find one that is meaningful to you, your employees, and your customers. Amazon has set the bar for fast delivery, and now customers expect similar “speed experiences” from most companies they do business with.

Trends 94

Trends Customer Service Customer Service Training Customer Retention 94

ShepHyken

FEBRUARY 7, 2023

Earlier this year, I shared a business prediction for 2023: Companies will focus as much – maybe more – on their employees as they do on customers. If you’ve been following my work, this isn’t anything new.

Customer Service Training 123

Customer Service Training Training Employee Experience Company 123

CSM Magazine

MAY 22, 2023

Currently, many companies need to serve their customers well personally and through their websites since, after the pandemic, this mode of purchase became much more popular. Supermarkets, pharmacies, and all establishments that provide essential products and services have a web page, and are in need of customer service strategies.

Customer Service 52

Customer Service Competitive Advantage Poor Customer Service Customer Service Strategies 52

ShepHyken

SEPTEMBER 5, 2023

If a customer has a problem, issue or question, the speed in which you move them from concerned or upset to happy could be the difference between the customer coming back or not. And when I refer to happiness , I’m not talking about utter delight or elation.

Customer Service 84

Customer Service Customer Service Training Customers Interaction 84

Comm100

SEPTEMBER 25, 2021

Customer service forms the backbone of any successful business. Users are more likely to remember, interact and refer to your brand if they connect with your customer service. This also allows your customers to contact your business in the way they prefer the most.

Customer Satisfaction 130

Customer Satisfaction Customer Service How To Omni-Channel 130

ShepHyken

OCTOBER 6, 2021

He was referring to the complaint and how my friend wasn’t happy with his company’s product. . That made me start thinking about the best ways to begin a conversation with a complaining or upset customer. In a state of shock, instead of launching into the reason for the complaint email , my friend asked him, “How are you?” .

Course 164

Course Customer Service Training Customers Customer Service 164

Vonage

MARCH 26, 2018

In combination, this process will allow you to ‘flesh out’ a series of profiles based on your typical customer’s needs, wants and expectations. Create a customer-focused vision statement Defining your customer service principles in a vision statement provides a strategic reference point.

Omni-Channel 145

Omni-Channel Self Service Customer Experience Social Media 145

ShepHyken

OCTOBER 26, 2022

Typically, the word they is used to describe the individual who helped the customer. That’s a pretty important job, which is why I refer to it as The Awesome Responsibility. . That person was responsible for delivering the experience that represents the company.

Training 117

Training Customer Service Training Culture Brands 117

ShepHyken

JANUARY 4, 2023

The Customer Support Department Becomes the Revenue Generation Department – In the past, customer support has been seen as a cost. Smart leaders are now realizing that customer service and a focus on CX pays. Done right, customer support makes you money. .

Self Service 136

Self Service Customer Experience Customer Service B2C 136

Talkdesk

DECEMBER 30, 2019

With 2019 coming to an end, it is now time to check the rear-view mirror, reflect on the evolving realities throughout this year, and to look further up the road as new trends set the pace of a decade ahead for contact centers and customer service strategy. Resolution 3: Give Your Agents Autonomy.

Contact Center 61

Contact Center Average Handle Time First Call Resolution Competitive Advantage 61

ShepHyken

MAY 22, 2019

That line typically refers to a customer calling with a complaint or problem that is the company’s fault – or at least one that is perceived as such – and the person helping the customer becomes the face of the company, even if the complaint had nothing to do with them personally.

Customer Focused 133

Customer Focused Customer Service Training Customers Customer Service 133

ShepHyken

MARCH 23, 2022

He commented on the recent Never, Never, Never Be Late article and sent a list of what he referred to as Things that Require Zero Talent. I recently received a note from my friend and Shepard Letter subscriber, Michael Staenberg. At the top of the list was being on time. . I’ve seen lists like this before.

Customer Service Training 126

Customer Service Training Course Customer Service Training 126

ShepHyken

FEBRUARY 23, 2022

Customers dislike standing in line so much that some will pay to have someone else stand in line for them. That’s one of the services offered by TaskRabbit – actually hiring someone, referred to as a “Tasker,” to stand in line for you. . The point is that people would rather not wait.

Competitive Advantage 128

Competitive Advantage Customer Focused Customer Service Training Video 128

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.” I refer to these as loyalty killers. . Customers love working with empowered employees. . Rules should be guidelines.  . Train and empower your employees.

Fashion 131

Fashion Guidelines Policies Customer Service Training 131

Kustomer

JUNE 15, 2020

CXL Institute refers to these as “Tier 1” questions , which can be interpreted easily by a machine that’s loaded with information in a database. But AI chatbots allow you to scale your customer service and rely both on artificial intelligence and human agents to provide a quality experience for consumers.

Customer Service 52

Customer Service Chatbots Travel Consumers 52

ShepHyken

APRIL 20, 2022

The idea is to say something that lets the customer know you understand the problem, you’re in sync with their concerns, and you empathize with their frustration, anger or whatever emotion they’re exhibiting. I refer to this as The Perfect Thing to Say. .

How To 128

How To Customer Service Training Customers Customer Service 128

TechSee

MAY 4, 2021

A gig refers to when an independent worker is hired, often through a digital marketplace, to work on a short-term project or task on-demand, such as freelancers, independent contractors, and temporary hires. These gigs are often created to meet consumer demand via the real-time delivery of services. The Gig Economy – Work On-Demand.

Customer Service 182

Customer Service Contact Center Call Center Retail 182

ShepHyken

MARCH 9, 2022

does not refer to the contents of the press release, but instead, to the idea that the press release will never be posted or published. Now there is a new way to approach leadership with an idea, which is to write a Fictional Press Release. . The Fictional Press Release is probably not what you think it is. The word fictional?

Return on Investment 121

Return on Investment Software ROI Customer Service Training 121

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 75

Management Interaction Customer Service Training Customer Service 75

Joe Rawlinson

JUNE 15, 2016

But if you’re already doing significant social media marketing, you may be able to adopt a more proactive strategy by incorporating customer service tips into your content feeds. To put your social customer service strategy into effect, the next step is setting measurable performance goals.

Social Media 60

Social Media Meeting Customer Service Guidelines 60

Solvvy

JULY 13, 2022

Automated workflows also make interactions easier for your customers. You can arrange for them to choose from product images so your team immediately knows which model to reference. Many companies are concerned that using automated customer service tools will eliminate person-to-person contact.

Self Service 90

Self Service Customer Service Knowledge Base Chatbots 90

ShepHyken

JANUARY 20, 2021

My friend and client, Jason Bradshaw of Volkswagen in Australia, was tasked with improving the customer experience for the VW dealerships. Even “tiny” ones that he referred to as 1% differences. Within two years he had made big strides. It didn’t happen with big sweeping changes. It happened with little ones.

Customer Service 158

Customer Service Customer Journeys Exercises Touchpoint 158