ShepHyken

NOVEMBER 24, 2021

To what extent will a company go to try to get customer feedback ? At the end of a project with a customer, she sends an email requesting the customer take a short survey. So, what constitutes a bribe to get feedback? In addition to what I’ve written in the past about feedback, consider a way to get noticed.

Feedback 80

Feedback Survey Customer Service Training Video 80

UJET

DECEMBER 13, 2018

Your team hears more direct customer feedback than anyone else in the company—their interactions make up the bulk of the customer experience. Whether they're helping a customer solve a problem, walking through a difficult process or following up on billing, each interaction makes an impact.

Customer Service Training 63

Customer Service Training Feedback Training Customer Service 63

Kayako

MARCH 21, 2018

This was one of the things the Kayako training library fell a bit short of due to lack of bandwidth within the team, so I decided to create a new list of current procedures for my use so I have something to refer to when handling specific cases. #5: 5: Gather feedback from your onboarding members.

Customer Service Training 140

Customer Service Training Video Training Customer Service 140

Who's Your Gladys?

OCTOBER 8, 2014

Customer Service customer service mindset customer service performance Listening Lori Jo Vest social media Who''s Your Gladys? 360 degree feedback continuous improvement customer service training'

Feedback 180

Feedback Social Media Customer Service Training Training 180

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. The key to this is improving feedback collection from customer service agents.

Customer Service Training 52

Customer Service Training Video Training Customer Service 52

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. The key to this is improving feedback collection from customer service agents.

Customer Service Training 52

Customer Service Training Video Training Customer Service 52

ShepHyken

APRIL 23, 2024

Feedback: When we take our car to a dealer or repair center, a mechanic hooks a computer up to the car to perform a “diagnostic check.” The computer can deliver feedback on many issues, from the electronics to how soon the brakes need to be replaced. In the business world, this is akin to the feedback your customers give you.

Customer Experience 84

Customer Experience Customer Service Training Training Advertising 84

Comm100

APRIL 2, 2024

It’s typically gauged through surveys that ask customers to rate their satisfaction on a scale, often from “Very Unsatisfied” to “Very Satisfied” This simple metric offers profound insights into customer perceptions and experiences, acting as a direct line to customer feedback.

Strategy 225

Strategy How To Wait Times Customer Satisfaction 225

Magellan Solutions

MAY 25, 2018

And finally, to ensure a meaningful customer engagement, you must first teach and expose your employees the ins and outs of customer service. Start with the basics — customer service training. Customer engagement starts within. Phases of customer service training.

Customer Service Training 70

Customer Service Training Training Customer Engagement Engagement 70

ShepHyken

JANUARY 4, 2019

A well-trained executive would know how to deal with customer issues promptly and also disengage them without making them feel unvalued or unheard. Customer service training is a continuous process and onboarding is merely the first step in the journey. Customer service is no longer viewed as a cost-center.

Customer Service Training 77

Customer Service Training Training Customer Service How To 77

ShepHyken

JANUARY 30, 2019

It may be one of the best feedback questions I’ve ever heard. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.

Feedback 108

Feedback Net Promoter Score Survey Customer Service Training 108

CSM Magazine

NOVEMBER 1, 2018

Customer support is a critical interface with a huge impact on customer satisfaction and customer retention and, thereby, on business performance and profitability. Here are a few fundamental must-haves for any prospective online customer service training solution. Course management. Learning delivery.

Customer Service Training 40

Customer Service Training Training Software Customer Service 40

Stella Connect

JANUARY 9, 2018

In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust. Immediate, Personalized Service Recovery.

Customer Service Training 41

Customer Service Training Training Customer Service Management 41

Who's Your Gladys?

MARCH 11, 2015

Whether it’s a $10 coupon for your next visit or a free cookie, companies are doing what they can to get customers to provide feedback. Customer Service Who''s Your Gladys? Customer Service Articles Customer Service Survey customer service training'

Survey 100

Survey Feedback Customer Service Training Training 100

ShepHyken

MARCH 12, 2024

Manage Every Moment: I have always been a huge fan of Jan Carlson’s Moments of Truth concept, in which every interaction a customer has with a company is an opportunity for them to form an impression. Get Feedback: There is only one way to know for sure that you’re delivering on your company’s personality experience.

Advertising 148

Advertising Customer Service Training Interaction Customer Experience 148

InMoment XI

MARCH 11, 2024

So many businesses today are focused on getting feedback for the sake of getting feedback. But, most businesses fail to act on a lot of the feedback they receive. In order to create a truly great customer experience, you need to implement a customer feedback loop that will integrate your customers into the business.

Feedback 260

Feedback Net Promoter Score Customer Experience Social Media 260

Lumoa

NOVEMBER 17, 2022

Some of the trending tools and programs to help you offer outstanding online customer service include: A safe and secure website (with an SSL certificate ). Multiple customer support options. Collecting customer feedback. Customers view personalization as an integral part of their online experience.

e-support 208

e-support Customer Experience Social Media Chatbots 208

ShepHyken

JULY 13, 2022

It may not be as public as Yelp, but it’s the place where your customers share their experiences with their colleagues. . I had an opportunity to interview Adam Alfia of Realtime Feedback for an episode of Amazing Business Radio. Realtime Feedback is exactly what it sounds like. It’s important to get feedback.

Feedback 124

Feedback Customer Service Training Industry Customer Experience 124

ShepHyken

FEBRUARY 27, 2024

Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Survey 87

Survey Customer Satisfaction Customer Service Training Customers 87

ShepHyken

NOVEMBER 3, 2021

I would love to get some service-related feedback. My hotels have struggled this year with our service scores. Second, beyond the feedback, listen to what customers and employees are saying, which gives your measurement some context. And third, once you have data and feedback, do something about it.

Hospitality 164

Hospitality Customer Experience Hotels Feedback 164

ShepHyken

JANUARY 26, 2022

In the past, companies have sent me surveys that were so long I became tired – or fatigued – at some point during the survey, and as a result, I wouldn’t complete it and therefore the company never received my feedback. If I have something to say, I’m happy to share some feedback. Feedback is nothing if you don’t do anything with it.

Survey 123

Survey Rewards Programs Airlines Hotels 123

ShepHyken

DECEMBER 19, 2023

I asked Cindy how she liked that experience, and she quickly answered, “Amazing!” Just a few minutes later, Cindy received a short survey asking for her feedback with the message: Your feedback is helping us build Earth’s Most Customer-Centric Company. Connect with Shep on LinkedIn.

Omni-Channel 84

Omni-Channel Customer Centricity Company Self Service 84

ShepHyken

JULY 29, 2020

It is, but this is good monotony—the kind of monotony our customers like. It is about being so focused on a consistent and predictable experience that we hear the same feedback over and over again. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Experience 254

Customer Experience Customer Service Hospitality Customer Service Training 254

ShepHyken

OCTOBER 19, 2022

Based on all their awards and the comments from happy customers posted on social channels, they deliver. . As you “shout” your brand promise, the feedback you get in return is 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

MARCH 31, 2021

Focus on Feedback. Create a survey to learn what your customers want and expect from you. This brings your customers in for a face-to-face discussion, giving you real feedback and the chance to learn your customers’ opinions of your most current offerings. Conduct a Focus Group. Follow on Twitter: @Hyken.

Customer Service Training 150

Customer Service Training Feedback Groups Customers 150

ShepHyken

APRIL 8, 2020

There are plenty of ways to get feedback. You can survey customers over the phone, via email, in focus groups and more. You can get objective and subjective feedback. You can use tools such as Net Promoter Score and Customer Effort Score. I could go on and on about the different ways to measure your customer’s feedback.

Net Promoter Score 123

Net Promoter Score Effort Score Conference Hotels 123

ShepHyken

FEBRUARY 14, 2022

can give you numbers but the verbatim answers that come with qualitative feedback questions (open-ended questions) can give you some incredible insights. Don’t miss the opportunity to create customer loyalty through an easy and hassle-free return policy. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick.

Customer Service 123

Customer Service Customer Service Training Policies Loyalty 123

ShepHyken

DECEMBER 22, 2021

We had some great feedback on The Three N’s of Employee Fulfillment article and video. We welcome him back this week with a simple feedback technique connected to his Three N strategy that will help you motivate and keep your best employees. . Plenty of great comments. Here’s a very short refresher in case you missed it.

Customer Service Training 130

Customer Service Training Leadership Video Feedback 130

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. Make coaching sessions 1:1, always. Keep it simple.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

ReviewTrackers

JULY 31, 2018

Customer feedback is one of your company’s greatest sources of information and learning. Using information from customer feedback, you can gain valuable insights essential to improving your brand, products, services, and overall customer experience. Customer Feedback Questions to Ask.

Net Promoter Score 50

Net Promoter Score Feedback Examples Survey 50

ReviewTrackers

JULY 31, 2018

Customer feedback is one of your company’s greatest sources of information and learning. Using information from customer feedback, you can gain valuable insights essential to improving your brand, products, services, and overall customer experience. Customer Feedback Questions to Ask.

Net Promoter Score 50

Net Promoter Score Feedback Examples Survey 50

ShepHyken

DECEMBER 1, 2021

In all of the Three N’s, feedback is imperative. Sharing positive feedback with employees is what this is all about. Share positive feedback with your employees. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken.

Healthcare 125

Healthcare Customer Service Training Feedback Leadership 125

ShepHyken

AUGUST 28, 2023

Optimizing Your Customer Feedback Strategy in 2023 by Lumoa (Lumoa) Your customers are sharing their experiences online. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. How do you know what your customers think of you?

Customer Service 62

Customer Service Customer Journeys Customer Satisfaction Social Media 62

ShepHyken

SEPTEMBER 21, 2022

Get and act on employee feedback. Employees want to give feedback but often feel uncomfortable doing so. So, make it easy for employees to share their feedback. Some companies have a formal feedback program that makes it easy for employees to share ideas to improve virtually every area. Leadership must be approachable.

Leadership 71

Leadership Feedback Customer Service Training Training 71

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. Conduct 1:1 Coaching Feedback tends to get a bad rap.

Customer Service 98

Customer Service Training Exercises Feedback 98

ShepHyken

SEPTEMBER 29, 2022

The reward these customers give isn’t in the form of accolades, although feedback is a gift. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Customer Service Training 125

Customer Service Training Training Video Customer Experience 125

CSM Magazine

DECEMBER 29, 2022

Train your employees well so that they can provide excellent customer service. Train your employees well and customer service training should be an integral part of their professional development. Use the latest technology to enhance customer service.

Banking 52

Banking Customer Service Customer Service Training Customer Service Representative 52