ShepHyken

JANUARY 8, 2023

Here are some excellent and actionable insights to kick off brainstorming for making 2023 your best year ever: My Comment: My buddy John DiJulius, another global CX guru, shares 11 “themes” related to customer service and CX. For example, he turns “The Great Resignation” into “The Great Retention.” Follow on Twitter: @Hyken

Customer Service 48

Customer Service Hotels Hospitality Social Media 48

CSM Magazine

APRIL 25, 2022

Customer Service Training. This may sound like an obvious one, but many managers forget about the importance of customer service training. As they are no longer dealing with customers on a daily basis, it can be easy to leave customer service training to the customer service employees.

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Training Customer Service Management Customer Service Training 97

ShepHyken

JULY 11, 2022

3 Ways to Create a Better Customer Experience That Increases Conversions by Joel Comm. Magazine) As the global marketplace shrinks and communication channels continue to evolve, competition is heating up. Journey measurement, for example, can provide insights that allow companies to optimise the customer journey in real time.

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Customer Service Average Handle Time Metrics Social Media 24

Customers That Stick

JANUARY 22, 2015

This process can help fill in historical gaps in your customer information. Historical information can also include your customer’s history with a competitor. For example, are they switching to your company’s software from another? Just a little something extra that will make the customer take note.

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Customer Service Training Training Tips Fashion 60

ShepHyken

JULY 18, 2016

My Comment: Social media customer service is still a hot topic, and many people and clients I work with still aren’t on board. This article has some stats and facts, along with some examples, that will prove how effective and important this customer service channel can be. b y Jeanette McMurtry.

Social Media 48

Social Media Customer Service Customer Service Training Culture 48

ShepHyken

AUGUST 20, 2018

Self-Service. Let’s discuss each one and look at examples from different companies: Reduce Friction : This is really what convenience is all about. It is the overriding principle, and the others that follow detail ways to reduce friction, or make life easier for the customer. They are: 1. Reduce Friction. Technology.

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Self Service Industry Banking Video 81

CSM Magazine

AUGUST 25, 2022

There are a few key steps that you can take in order to help advance your career in the customer service field. Some of the main ones are: Undergo Further Training. One of the things that you can do is to undergo further customer services training and improve your skills, knowledge, and expertise.

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Customer Service Customer Service Training Training Course 52

Bill Quiseng

MARCH 28, 2016

.” The author of the recently published book, Customer Service (finally) Defined – Ideas, Tips, techniques & Skills You Can Use Now and Forever , and eight other books, Nancy is simply one of the best keynote speakers on customer service. Can you tell I’m a big fan?) And have fun!

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Entertainment Tips Social Media Customers 60

CSM Magazine

OCTOBER 19, 2023

Companies that harness data effectively can anticipate customer needs, adapt to market changes, and even turn challenges into opportunities. If we review Jayride for example. They’ve built a robust data infrastructure which allows them to clean and organise a wealth of raw data, from customer bookings to website analytics.

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Travel Transportation Customer Experience Exceptional Customer Service 52

CSM Magazine

AUGUST 23, 2022

By putting the needs and interests of your customers first, you’re better able to train your staff and encourage them as the front-facing department of your organization to incorporate those elements into enhancing the customer’s experience and, thereby, their opinion of your brand. It doesn’t need to be complicated, either.

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Customer Service Management Rewards Programs Social Media 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. Regularly Evaluate Customer Service. Here’s how.

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Leadership Customer Service Strategy How To 59

ShepHyken

MAY 8, 2023

The benefits of AI-powered personalization include improved customer experience, increased revenue, reduced churn, and data-driven insights. It’s best described as an example. And those good customer experiences lead to more sales and more profits for your company. My Comment: What is AI-powered personalization?

Customer Service 13

Customer Service Loyalty Programs Loyalty Tips 13

CSM Magazine

JANUARY 19, 2023

Offer Online & Offline Training Opportunities Online training gives access to materials that can help coach team members remotely in quick succession. For example, if the job is for data capturing, you can conduct a typing test. If the candidate doesn’t have an internet connection, ensure you offer offline opportunities.

Communication 52

Communication Software Training Course 52

ShepHyken

JANUARY 9, 2023

Here are some excellent and actionable insights to kick off brainstorming for making 2023 your best year ever: My Comment: My buddy John DiJulius, another global CX guru, shares 11 “themes” related to customer service and CX. For example, he turns “The Great Resignation” into “The Great Retention.”. Follow on Twitter: @Hyken.

Customer Service 13

Customer Service Hotels Hospitality Social Media 13

ShepHyken

AUGUST 30, 2021

9 Customer Service Phrases That Should Be Retired Immediately by Geoffrey James. Magazine) The standard customer service on-hold verbiage is weasel wording of the worst stripe. My Comment: Is America in a customer service crisis? She backs it up with plenty of examples and stats. Maybe both!

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Customer Service Retail B2B Customer Service Training 16

ShepHyken

NOVEMBER 19, 2023

My Comment: My friend Chip Bell is back this week with an interesting article about taking a risk on your customers. A simple example he shares is the customer who left his wallet at home. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

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Customer Service Chatbots Trends Customer Satisfaction 61

CSM Magazine

SEPTEMBER 18, 2017

It’s easier to get employees to care about customers by putting them in the place of customers. That’s why when clients bring me in to conduct customer service training for their teams, I ask participants to create a list of what they expect when they are customers. Educate towards Empathy.

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Culture Customer Service Strategy Financial 53

CSM Magazine

MARCH 31, 2020

For example, there’s a member on our Customer Success Team who reached out to us looking for a job months before she was hired. She didn’t necessarily have the experience we were looking for but was quick to demonstrate her passion for customers by sharing stories of when she worked as a server for her parents’ diner.

Culture 52

Culture Training Customer Satisfaction Software 52

CSM Magazine

FEBRUARY 12, 2020

Customers can go to various businesses, including online, to buy the same items you sell. If your company provides a better customer experience, consumers will stay. Customer service training is as crucial as learning job requirements and product information. Screen Share Software. Cloud File Sharing.

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Customer Experience How To Call Recording Poor Customer Service 52

CSM Magazine

JUNE 15, 2015

Customers notice the efforts, too. The benefits are apparent – companies have been awarded customer service training and speaking contracts based on a fast response to customers’ requests. A very basic example of this would be the server who refills a diner’s water glass before it is empty.

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Customer Service Social Media Banking Customer Service Training 40

CSM Magazine

JANUARY 29, 2018

They do however, need to learn techniques to put customers’ minds at ease. Contrast for example, when an untrained employee says, “I’ll deal with it,” versus, after we train them, employees instead say, “I’ll take care of it for you.” By simply changing a few words, service providers create better feelings for everyone.

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Tips Sports Social Media Training 40

CSM Magazine

OCTOBER 7, 2015

It’s not enough to just instruct your employees to be nice – you must define your own brand of customer service and put it into simple terms that everyone can understand. For example, Ace Hardware – one of my favorites – promises to be the most helpful hardware stores on the planet.

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Customer Service Poor Customer Service Social Media Call Center 40

Talkdesk

JANUARY 2, 2018

This post was originally written by Brian Tobal, CEO of Hickory, for Talkdesk’s Opentalk Magazine. For decades, customer service training has looked a lot like a typical classroom. Let’s take an example: have you ever heard a logical argument in a book or a podcast and found it incredibly compelling?

Training 40

Training Course Measurement Customer Service Training 40

Talkdesk

JANUARY 2, 2018

This post was originally written by Brian Tobal, CEO of Hickory, for Talkdesk’s Opentalk Magazine. For decades, customer service training has looked a lot like a typical classroom. Let’s take an example: have you ever heard a logical argument in a book or a podcast and found it incredibly compelling?

Training 40

Training Course Measurement Customer Service Training 40

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Complaint Handling: Learn to handle problems in such a way that you completely restore customer confidence after a service mishap. Customer-facing employees in any industry.

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Customer Service Training Course Customer Service Training 53

ShepHyken

OCTOBER 4, 2021

7 Techniques That Are Key to Customer Retention Today by John Hall. Magazine) It’s a business axiom that holding on to existing customers is more lucrative than acquiring new ones. My Comment: Returning customers are more profitable, not just because they return. Here are my top five picks from last week.

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Customer Service Infographics Tips Customer Retention 98

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Deliver a Wow Customer Experience: 20 Ideas to Help You WOW customers. Customer-facing employees in any industry. Review actual email examples of near-perfect emails from great companies.

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Customer Service Training Customer Service Training Course 40

CSM Magazine

JUNE 28, 2019

This was the comment made by a senior HR manager of a construction company where I was brought in to conduct some customer service training. She continued, “They inadvertently share more than our customers need to hear.” “I wish some of my team members would think more before they speak.” I’m not making this up!

Hotels 45

Hotels Social Media Conference Customers 45

CSM Magazine

JUNE 28, 2019

This was the comment made by a senior HR manager of a construction company where I was brought in to conduct some customer service training. She continued, “They inadvertently share more than our customers need to hear.” “I wish some of my team members would think more before they speak.” I’m not making this up!

Hotels 40

Hotels Social Media Conference Customers 40