Who's Your Gladys?

DECEMBER 2, 2014

Coffee keeps me functioning and my dogs keep me walking, aka getting the exercise I need to stay healthy. Customer Service Dissatisfied customer Lori Jo Vest Who''s Your Gladys? customer service article customer service training defective product returns'

Policies 198

Policies Customer Service Exercises Customer Service Training 198

ShepHyken

APRIL 28, 2021

This is a great customer service training lesson. So, he calls the dealership’s customer service number, which was actually a support center for all of that brand’s dealerships in the U.S. But you knew that, and let’s all assume the customer service agent knew it, too. He bought a new car.

Transportation 174

Transportation Customer Service Training Exercises Training 174

ShepHyken

JUNE 27, 2023

Simplify the Customer Experience I love good barbeque. My comment: This is customer service 101. And when you combine friendly service with a great product, price becomes even less relevant. That doesn’t mean you can’t find ways to simplify the customer experience, your internal processes, and more. I live in St.

Exercises 121

Exercises Touchpoint Customer Service Training Customer Service 121

ShepHyken

SEPTEMBER 7, 2022

In our customer service workshops , we do an exercise in which we ask participants what their favorite companies are to do business with and why. When a customer places an order, he or she is immediately notified by email. And another is sent to inform the customer the package has arrived. But there’s more.

Communication 72

Communication How To B2C Exercises 72

Who's Your Gladys?

FEBRUARY 4, 2015

Customer service is like exercise – do it right, and you’ll see results. If it was, everyone would have six-pack abs and a stellar service culture. Want to pass the customer service fitness test? Customer Service Articles customer service training' It’s that simple.

Customer Service 100

Customer Service Exercises Customer Service Training How To 100

Kustomer

SEPTEMBER 4, 2023

If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past. In this blog, we explore what we really mean by customer service coaching and its role in a successful CX strategy.

Customer Service 98

Customer Service Training Exercises Feedback 98

ShepHyken

JANUARY 15, 2020

One of our Shepard Letter subscribers, Tom Korff, wrote in with an important question: how should customer support agents handle callers who are threatening to harm themselves and/or others? While Tom’s question was focused on how to respond in a customer support center, this situation could happen to anyone in almost any department.

Training 153

Training Customer Service Training Exercises Course 153

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Numerous studies have shown that customers are willing to pay more money for good service.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

ShepHyken

OCTOBER 21, 2020

Even though I want you to think beyond your competition, you should still do the exercises in this step and the next. You must be able to keep up with your competition, and this exercise helps. Popular companies and brands include Amazon, Apple, Nordstrom, Zappos, and others recognized for amazing service and customer experience.

Exercises 153

Exercises B2C B2B Customer Service Training 153

ShepHyken

AUGUST 28, 2023

Each week, I read many customer service and customer experience articles from various resources. In this article, I’m going to break down the customer experience lessons you can learn from the Eras Tour that will help you get the loyal audience of your wildest dreams. What’s Wrong With Customer Satisfaction?

Customer Service 62

Customer Service Customer Journeys Customer Satisfaction Social Media 62

ShepHyken

NOVEMBER 9, 2023

She writes about the five ways to become an effective and efficient customer service manager. Perhaps you’re thinking of trying to move up the ranks of your organization to become a customer service manager, or perhaps you already are one but want to hone your skills. Either way, this article is for you.

Customer Service 55

Customer Service Management Exercises Leadership 55

Comm100

AUGUST 29, 2021

As storefronts have evolved, so too has customer service. Now more than ever, customers are empowered to expect more from businesses and get more in return. Customers expect flexibility across channels and a consistent experience no matter how they reach out. Be customer centric.

Omni-Channel 130

Omni-Channel Customer Service Strategies Training Customer Service 130

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 72

Company Fashion Customer Service Training Comparison 72

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

Customer Service 62

Customer Service Tips e-support B2C 62

ShepHyken

MARCH 14, 2022

Each week I read many customer service and customer experience articles from various resources. Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience by Tobias Komischke. If you haven’t done this exercise before, it’s time. Here are my top five picks from last week.

Customer Journeys 73

Customer Journeys Customer Service Call Center Entertainment 73

ShepHyken

JANUARY 1, 2020

I’m going to break away from my typical articles about customer service and experience and get personal. I have a little two-part exercise for you to do. The second part of the exercise is to create a plan to repeat them. Personal goals about working out and losing weight seem to be the most popular.

Exercises 109

Exercises Customer Service Training Training Customer Service 109

ShepHyken

SEPTEMBER 23, 2020

This is hardcore cardio training with some friendly competition worked in, which makes for an exhilarating workout. We’re just out there to get some exercise and have fun. What does this have to do with customer service and business? Let’s say you have a customer that is upset. The customer is happy.

Effort Score 131

Effort Score Exercises Travel Customer Service Training 131

ShepHyken

AUGUST 31, 2022

So, why is this important to the world of customer service and customer experience? . I recently presented a customer service keynote speech for a company event at Gershman Investment Corp. That was the setup for an exercise we did in the middle of the presentation. Follow on Twitter: @Hyken.

Hospitality 67

Hospitality Exercises Customer Service Training Examples 67

ShepHyken

JULY 25, 2018

Customer service and customer experience (CX) have become as hot of topics as any in business. It’s become a customer expectation. Don’t deliver on the CX and the customer will find someone – or some company – that does. And, even if it is different, do our customers care? It’s what drives our business.

Employee Experience 91

Employee Experience Customer Experience Exercises Customer Service Training 91

Vonage

APRIL 6, 2016

Automation is essential for expanding and accelerating service in many industries. But when individual care or attention is required, customers need contact with real people. When human energy flows and connects, good things (can) get done and you can improve customer experience to your advantage. How may I help you?”.

Customer Experience 120

Customer Experience Exercises Connections Culture 120

ShepHyken

APRIL 11, 2018

His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. Whether you’re customer-focused or not, this exercise is helpful. Is it easy for your customers or not?

Customer Focused 100

Customer Focused Self Service Touchpoint Banking 100

ShepHyken

SEPTEMBER 23, 2019

Each week I read a number of customer service and customer experience articles from various resources. How To Tell If A Customer Service Agent Will Help You by Christopher Elliott. After all, the title is “How to Tell if a Customer Service Agent Will Help You.” My Comment: You want happy customers?

Customer Journeys 100

Customer Journeys Customer Service B2B Social Media 100

ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. My Comment: Privacy and identity issues are at the top of our customers’ minds with whom they do business.

Customer Journeys 104

Customer Journeys Customer Service Employee Engagement Exercises 104

ShepHyken

JANUARY 14, 2019

Each week I read a number of customer service and customer experience articles from various resources. Ten top tips for building a customer-driven company in 2019 by cp2experience. My Comment: Here’s a list of ten strong tips to help you and your organization become more customer focused. Of course you are.

Customer Journeys 94

Customer Journeys Customer Service Sports eBook 94

Comm100

NOVEMBER 3, 2017

How are you supposed to find social media training activities and courses that will bring everyone up to speed? The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Where to Start.

Social Media 112

Social Media Course Training Marketing 112

ShepHyken

AUGUST 8, 2018

Some people are just naturally good at providing great customer service. Just a few weeks ago I went through an exercise and one of the questions was about my “entrepreneurial DNA.” I realized that there was a point in my life that I could look back and say, “That’s when I knew I was passionate about taking care of customers.”

Customer Service 87

Customer Service Exercises Customers Banking 87

Vonage

JANUARY 27, 2016

If you want to improve customer service quality, every decision needs to be made with clients in mind. This is not the way to improve customer service quality! Physical exercise? Obviously not to improve customer service quality. Key learning point to improve customer service quality.

Customer Service 120

Customer Service Airlines Hotels Exercises 120

ShepHyken

JULY 27, 2016

Customer Service Training. There is an old customer service saying that has to do with whenever someone disagrees with a customer: You’re not trying to win an argument. You’re trying to win a customer. You really can’t win an argument with a customer. It’s not that the customer is always right.

Exercises 48

Exercises Customer Service Training Automotive Training 48

ShepHyken

FEBRUARY 6, 2019

My job is to talk to them about customer service. Total Customer Satisfaction. The key for core values to work is to keep them in front of you, memorize them, and be conscious of how they tie into your daily behavior with your customers and employees. As I was reading it, I came across a concept worth sharing.

Culture 111

Culture Exercises Customer Service Training Brand Values 111

Myra Golden

SEPTEMBER 28, 2017

I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used. Blue Apron Customer Experience Team. . Identify a common problem you hear from your customers. Thanks for cooking with us, .

Training 53

Training Customer Service Exercises Travel 53

ShepHyken

MAY 25, 2016

I recently interviewed Nate Skinner, the VP of Customer Care for Campaign Monitor, a company that helps businesses use email to market their businesses. It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience. Jordan knew that his customer didn’t send email spam.

Exercises 90

Exercises Customer Care Customer Service Training Customers 90

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.

Customer Journeys 97

Customer Journeys Customer Focused Culture Touchpoint 97

ShepHyken

JULY 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. Traditional vs. frictionless payments: Will customers trade security for convenience? How to Gain Customer Loyalty During a Recession by Dana Kachan. Journey mapping in the customer experience by Chris Beaudin.

Customer Journeys 56

Customer Journeys Customer Service Retail Exercises 56

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty. Enhance your blog.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

ShepHyken

OCTOBER 26, 2016

A customer service book, written by your employees, featuring great customer service experiences, for both internal customers and external customers. One of the most popular exercises we share with our clients is something called the Moments of Magic Card®. But, not just any book. Design the cover.

Customer Service 48

Customer Service Exercises Customer Service Training Culture 48

Talkdesk

JUNE 21, 2016

Talkdesk’s Customer Experience Weekly (CXW) brings together the best information and insights from around the web on subjects related to CX. Each week, we dive deep into a particular aspect of customer experience. It’s a Russian doll-style Customer Experience Weekly, and we’re loving the lists inside lists inside lists.

Customer Experience 40

Customer Experience Exercises Customer Centricity Customer Service Training 40

ShepHyken

JULY 26, 2017

Customer service is the same way. In some of the workshops we present on service, there is an exercise where we ask the audience members to come up with the most common complaints they hear from customers. How many times do we upset a customer with the same processes, policies or rules ? So… Stop it!

Exercises 94

Exercises Video Policies Customer Service Training 94