ShepHyken

JUNE 3, 2020

This is one of those unbelievable customer service stories that borders on the ridiculous. I responded, “I’ll have exactly what that customer in front of me just ordered.” On top of that, I could see a number of egg sandwiches warming in the oven behind her, ready to be sold to hungry customers like myself.

Customer Service Training 123

Customer Service Training Guidelines Training Course 123

ShepHyken

NOVEMBER 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. If Customer Service Reps Were Honest [Spooky Edition]: The Scary Reality Your Customer Service Agents Face Every Day Plus How You Can Help by Veronica Krieg. But how about customers?

Customer Service 106

Customer Service Self Service Tips Guidelines 106

ShepHyken

JANUARY 11, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Measure Your Customer Experience Maturity by Sharon Florentine. My Comment: This is an introduction to the concept of customer experience (CX) maturity. Here are my top five picks from last week.

Social Media 96

Social Media Customer Service Guidelines Loyalty 96

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coaching Customer Service Agents for Individual Growth.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

ShepHyken

MARCH 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways AI can Revolutionize Customer Experience by Vandita Grover. MarTech Advisor) Customer Experience (CX) is a competitive differentiator and driving force for a business’ success.

Customer Service 102

Customer Service e-support Guidelines Social Media 102

ShepHyken

MAY 4, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Experience is the way! The Ultimate Customer Experience by Josh Linkner. He offers up an assignment; having a meeting, remote if necessary, to brainstorm the ultimate customer experience.

Customer Service 97

Customer Service Contact Center Retail B2C 97

ShepHyken

MARCH 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. You’ll love this story about how a member of the airline’s social media customer care team took care of a passenger during her flight. . 10 Innovative Ways to Excite Your Customers by Deep Patel.

Airlines 86

Airlines Customer Service Social Media Customer Satisfaction 86

CSM Magazine

AUGUST 29, 2022

A customer service advisor should have strong communication skills, both written and verbal. They should be able to speak clearly and confidently, and also be able to listen attentively to customers. Customer service basics. Providing good customer service is essential for any business, large or small.

Customer Service 52

Customer Service Guidelines Hospitality Communication 52

ShepHyken

MAY 7, 2018

Each week I read a number of customer service and customer experience articles from various resources. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. Digiday) Overstock.com knows the days are long gone when people would call or email about problems with its products or service.

Customer Service 79

Customer Service Policies Retail Case Study 79

Stella Connect

SEPTEMBER 16, 2021

Imagine losing half of your existing customers and the impact that would have on your entire business. That’s what’s potentially at stake for companies that deliver poor service experiences. According to our 2021 customer service statistics , based on a study of over 1,000 individuals in the U.S.,

Tips 52

Tips Effort Score Customer Service Training Guidelines 52

CSM Magazine

MARCH 4, 2020

If you want to make good customer service an integral part of the way that your business works, then you need to lead by example. Define Good Customer Service. If you want your employees to be providing your customers with the best customer service possible, then you need to define for them exactly what that entails.

Leadership 59

Leadership Customer Service Strategy How To 59

Vonage

MARCH 8, 2016

Back this vision up with customer service education and other measures and you can transform your business for the better. Your engaging service vision is one of the “12 Building Blocks for an Uplifting Service culture” we teach at UP! Your Service. An engaging service vision is fundamental.

Customer Service 120

Customer Service Airlines Transportation Travel 120

Comm100

NOVEMBER 3, 2017

Usually: Casual training is implemented by companies entering the coordination stage of social maturity. 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.

Social Media 117

Social Media Course Training Marketing 117

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

ViiBE Blog

APRIL 8, 2021

Customers typically contact call centers when they are unable to resolve a problem with a product or service on their own. The key to satisfying the customer in search of a solution is the call center experience. The call center experience is the overall interaction between the customer and the call center.

Call Center Experience 52

Call Center Experience Call Center Average Handle Time Virtual Call Center 52

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

ShepHyken

AUGUST 10, 2016

Every once in a while I jokingly will say the motto of a company who gives me bad customer service is: We’re not happy until you’re not happy. We teach the customer what good service is when we tout our awards and make promises. Unfortunately, businesses can let their customers down. Customers understand this.

Airlines 48

Airlines Policies Government Guidelines 48

LiveChat

DECEMBER 14, 2016

Being a customer service representative is a huge responsibility. When working in customer service, you are the face of a company. Customers who will think about the company will think about how you treated them and whether you helped them before thinking about the company’s marketing message.

Customer Service Representative 28

Customer Service Representative Customer Service Guidelines Knowledge Base 28

Call Experts

MARCH 3, 2022

Creating a business phone script can support your employees and customers. Understanding how to craft a successful business phone script will help you handle potential clients, customers, or even referral sources. One of the most important ways to improve your call handling process is to create a set of guidelines for your team. .

e-support 52

e-support Contact Center Call Flow Guidelines 52

Comm100

NOVEMBER 8, 2017

You want your live chat customer service experience to be top notch, so it’s no wonder you want the best and the brightest for the job. How can you tell who will treat your customers with kindness and compassion – who will work diligently to provide them with the solutions and the support that they are reaching out for?

Customer Service 107

Customer Service Tips Average Handle Time Communication 107

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. Arming employees with knowledge and training is key. MYTH – Great customer service starts with understanding the customer is always right. Shep Hyken.

Customer Service 0

Customer Service Policies Communication Training 0

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. I am not a millionaire.

Social Media 167

Social Media Customer Service Self Service Customers 167

LiveChat

FEBRUARY 15, 2016

Poor customer experience is more expensive than we think. And, as you can expect, it’s not easy to compensate these customers for it. Other words, every single customer service agent is responsible for how customers perceive your brand. You’ll learn how The Walt Disney Company hires right people and train them.

Customer Service Training 28

Customer Service Training Training Customer Service Exercises 28

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Introduction. Download Free.

Social Media 122

Social Media Customer Service Strategies Strategy Customer Service 122

ShepHyken

FEBRUARY 24, 2017

Certainly, the alternative of having customers on hold for hours during a critical time is not a wise strategy. How will agents get the news they need to share with customers? By having a plan in place, you can go a long way to prevent agents from saying something incorrect or even potentially damaging to a customer.

Contact Center 84

Contact Center Social Media Guidelines Training 84

Help Scout

DECEMBER 29, 2018

There are certain customer service skills that every employee must master if they are forward-facing with customers. Without them, you run the risk of finding your business in an embarrassing customer service train-wreck, or you’ll simply lose customers as your service continues to let people down.

Customer Service 40

Customer Service Guidelines Net Promoter Score Customers 40

ShepHyken

FEBRUARY 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. The do’s and don’ts for creating a customer service knowledge base by TechGenyz. My Comment: Here’s a great article on creating a knowledgebase for your customers. It should pay.

Customer Service 103

Customer Service Self Service Knowledge Base Guidelines 103