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. She was probably just going through the motions with the troubleshooting exercise, not really paying attention to her customer.

Transportation 174

Transportation Customer Service Training Exercises Training 174

ShepHyken

AUGUST 1, 2023

One of the regular assignments for their employees is to share examples of how they created a Moment of Magic® for a customer or colleague. Here is a great example of the power of this exercise and impress your customers. They do short write-ups and share them with their managers. Connect with Shep on LinkedIn.

Hotels 117

Hotels Travel Exercises Customer Service Training 117

ShepHyken

JUNE 27, 2023

That doesn’t mean you can’t find ways to simplify the customer experience, your internal processes, and more. Go through an exercise in simplification by asking questions like these: Is any part of the process of our customer experience (or employee experience) redundant? Connect with Shep on LinkedIn.

Exercises 121

Exercises Touchpoint Customer Service Training Customer Service 121

ShepHyken

JANUARY 15, 2020

Repeat training is the only way to ensure everyone is ready to react. For some cases, you may consider repeating these training exercises and drills every six months. Get the process on paper and train… and then train again. So, make your list. Write out what needs to happen. Follow on Twitter: @Hyken.

Training 152

Training Customer Service Training Exercises Course 152

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. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Exercises 152

Exercises B2C B2B Customer Service Training 152

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

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

JANUARY 1, 2020

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. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Here are a few of mine: In business, I did 47 speeches for amazing clients.

Exercises 109

Exercises Customer Service Training Training Customer Service 109

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. It creates confidence and credibility and gives the customer a sense of control. .

Communication 72

Communication How To B2C Exercises 72

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. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Effort Score 130

Effort Score Exercises Travel Customer Service Training 130

ShepHyken

AUGUST 31, 2022

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. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken.

Hospitality 67

Hospitality Exercises Customer Service Training Examples 67

ShepHyken

AUGUST 28, 2023

This short article emphasizes that with several strategies, one of which is worth highlighting, which is to understand the journey your customer takes to loyalty. Customer loyalty doesn’t happen by accident, so this idea, a variation of a journey map exercise, will help you understand the customer’s behavior on their way to loyalty.

Customer Service 62

Customer Service Customer Journeys Customer Satisfaction Social Media 62

Kustomer

SEPTEMBER 4, 2023

Training is typically considered a general, one-size-fits-all method to teaching employees something they all need to know without having to consider their individual knowledge and skills. To coach effectively, you have to have essential training processes in place first.

Customer Service 98

Customer Service Training Exercises Feedback 98

ShepHyken

NOVEMBER 9, 2023

Team members need to be shown what is expected of them and how they can do it – they deserve a fair shot at excelling in their roles. Without customer service training, you would be sending them in blind. Your team is not that different. These solutions need to be in line with your company policies.

Customer Service 55

Customer Service Management Exercises Leadership 55

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

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. Service First.

Social Media 113

Social Media Course Training Marketing 113

ShepHyken

FEBRUARY 6, 2019

It was Tony Hsieh’s book that inspired Hopkins to write his own culture book, which is a great exercise for an organization to consider. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. He will also fire for a lack of any of the core values. Follow on Twitter: @Hyken.

Culture 110

Culture Exercises Customer Service Training Brand Values 110

ShepHyken

MARCH 14, 2022

My Comment: We kick off this week’s Top Five roundup with a robust article that takes us back to the basics, journey mapping the customer experience. If you haven’t done this exercise before, it’s time. In other words, it’s all of the interaction points the customer experiences. And it’s so simple – even easy!

Customer Journeys 73

Customer Journeys Customer Service Call Center Entertainment 73

ShepHyken

AUGUST 6, 2023

We kick off with an article that features a number of experts sharing their insights on how to spot and proactively manage problems, complaints, and anything the customer considers a “pain point.” Pay attention to number nine when they share my contribution to the list, which is to go through the Moment of Misery™ exercise.

Customer Service 62

Customer Service Tips e-support B2C 62

Comm100

AUGUST 29, 2021

One of the greatest strengths of an omnichannel customer service strategy is the uniquely customer-centric focus. Maybe the most important aspect of any customer interaction is exercising empathy, and an omnichannel approach to support allows you to reach customers where they’re most comfortable. Empathetic.

Omni-Channel 130

Omni-Channel Customer Service Strategies Training Customer Service 130

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

JULY 25, 2018

Don’t deliver on the CX and the customer will find someone – or some company – that does. In many of our customer service workshops, we do an exercise where the participants answer a powerful question that helps them understand what makes them different: Why should someone do business with us? Follow on Twitter: @Hyken.

Employee Experience 91

Employee Experience Customer Experience Exercises Customer Service Training 91

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. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

Exercises 94

Exercises Video Policies Customer Service Training 94

ShepHyken

JANUARY 14, 2019

It helps you identify important touch points that contribute (or detract) from the customer experience. Here’s a nice article that has several good ideas to help you take advantage of the work you put into the journey map exercise. Great CX Requires a Cross-Team Commitment to Customer Centricity by Josh Brown.

Customer Journeys 93

Customer Journeys Customer Service Sports eBook 93

Vonage

APRIL 6, 2016

Once again, rate the quality of service you receive. I’ll bet the service you get from the second group of calls is friendlier, more thorough and uplifting for you – and for the service provider. This little exercise shows how easy it is to improve customer experience by adding a personal touch. Your Service.

Customer Experience 120

Customer Experience Exercises Connections Culture 120

ShepHyken

SEPTEMBER 23, 2019

3 Common Errors That Can Render Your Customer Journey Maps Ineffective by Leonie Brown. Forbes) We’ll look at three common errors that could be derailing your company’s efforts at customer-journey cartography. My Comment: Journey maps are an important exercise for virtually any organization to go through.

Customer Journeys 99

Customer Journeys Customer Service B2B Social Media 99

ShepHyken

MAY 27, 2019

Even if you’re not in the restaurant business, this is such a clear example, you’ll be able to see the benefits and opportunities your organization will have if you choose to go through this valuable exercise. SeesionStack) In this blog post, I’ll focus only on the role customer support plays in a successful marketing strategy.

Customer Journeys 104

Customer Journeys Customer Service Employee Engagement Exercises 104

ShepHyken

APRIL 11, 2018

Whether you’re customer-focused or not, this exercise is helpful. Identify all the touchpoints your customers have with your people and your organization’s processes. Is it easy for your customers or not? For information on The Customer Focus customer service training programs, go t o www.thecustomerfocus.com.

Customer Focused 99

Customer Focused Self Service Touchpoint Banking 99

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.

Training 53

Training Customer Service Exercises Travel 53

ShepHyken

SEPTEMBER 14, 2016

So, as we approach this year’s customer focused holiday, I want you to consider working through an exercise that will help you create a better customer service experience. Just scroll down to the heading that reads Customer Service Week. Now, back to the exercise. If so, you’ve delivered.

Company 48

Company Exercises Customer Focused Customer Service Training 48

Comm100

NOVEMBER 21, 2017

After all, in the end, the goal is to either create that perfect product or service that does not require a call for support, or if it does, ensuring that the call is handled in a professional and knowledgeable manner. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

How To 0

How To Customer Service Training Training eBook 0

Vonage

JANUARY 27, 2016

This is not the way to improve customer service quality! Physical exercise? Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP! Your Service. And no baggage trolleys are provided.

Customer Service 120

Customer Service Airlines Hotels Exercises 120

ShepHyken

AUGUST 8, 2018

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.” And, it seems to come naturally to them. Follow on Twitter: @Hyken.

Customer Service 87

Customer Service Exercises Customers Banking 87

Myra Golden

APRIL 26, 2018

Within seconds, the group learned that this exercise was anything but simple. We spent the rest of the workshop discussing the exercise. We jumped into the exercise without asking Myra questions, and we didn’t try to strategize together. My client’s group is not unique in how they responded to my pole exercise.

Exercises 63

Exercises Groups Training Communication 63

ShepHyken

JANUARY 4, 2017

A customer’s sales journey is different than a service or support journey. The interactions a customer has on your company’s website will be different than over the phone or in person. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Journeys 96

Customer Journeys Customer Focused Culture Touchpoint 96

ShepHyken

JULY 27, 2020

If you haven’t gone through the journey map exercise, this article will get you started. Two Tools To Improve Your Internal And External Customer Experience by Tracy Kemp. Forbes) The idea of putting the customer first is not a new concept. My Comment: I’m a big fan of journey mapping. Follow on Twitter: @Hyken.

Customer Journeys 56

Customer Journeys Customer Service Retail Exercises 56

ShepHyken

MAY 25, 2016

While this customer’s emails weren’t spam, the person working on the campaign did something during the set-up that caused, for lack of a better term, an alarm to go off, which caused Campaign Monitor’s system to prevent the emails from being sent. Somehow Jordan, who was out for a bike ride getting a little exercise, was alerted.

Exercises 90

Exercises Customer Care Customer Service Training Customers 90