ShepHyken

NOVEMBER 1, 2017

So, I took a few minutes to talk to several people about how they were trained. I asked them what kind of customer service training they received from the companies they worked for. She delivered great service, however, her fellow employees didn’t seem to operate at her level. The retail salesperson was sharp.

Customer Service Training 98

Customer Service Training Training Customer Service Airlines 98

Comm100

JULY 28, 2016

But now you can stop guessing, as we’re presenting you with some of the best customer service training advice in the industry from a seasoned professional, Ray Miller , who is the CEO of e-learning solution company The Training Bank and author of the book That Customer Focus.

Customer Service Training 100

Customer Service Training Training Customer Service Customers 100

Kayako

MARCH 21, 2018

Since onboarding involved understanding the inner workings of Kayako and how to best deliver customer support for a SaaS product, I needed my team to teach me the ropes. Unfortunately, there was no meeting room where I could sit down for training sessions , or 24/7 mentors who can walk me through the topics in my onboarding sheet.

Customer Service Training 140

Customer Service Training Video Training Customer Service 140

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

Stella Connect

NOVEMBER 29, 2021

There are some brands that seem to just get it, that understand customer wants and needs and are able to meet and exceed those expectations in the moment, at any given moment in time. . And what sets these customer-centric leaders apart from the rest? 4 Strategies for Meeting and Exceeding Customer Needs. #1:

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

Integrity Solutions

SEPTEMBER 28, 2023

In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

ShepHyken

APRIL 23, 2024

Assuming you have a good product, you want to create processes that are customer- and employee-friendly. The experience must, at a minimum, meet your customers’ expectations. That creates confidence and increases overall customer satisfaction. In the business world, this is akin to the feedback your customers give you.

Customer Experience 90

Customer Experience Customer Service Training Training Advertising 90

ShepHyken

SEPTEMBER 26, 2018

Is it the customer service? . Your customers want your product to meet their expectations. Your customers also expect to receive a positive customer service experience. Add one more layer of customer experience, a convenient experience, and you can take the business away from your competitor.

How To 628

How To Automotive Competitive Advantage Customer Service Training 628

ShepHyken

JULY 28, 2021

One of the big concepts we teach in our customer service training programs is the concept of Always. This is the backbone of creating customer amazement. For example, your customers might say: “They are always so helpful.”. Beyond understanding, it takes training – and not just one time.

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Customer Service Training Training Meeting Customer Service 163

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.

Customer Service Training 41

Customer Service Training Training Customer Service Management 41

ShepHyken

JUNE 22, 2016

While Don’s focus is on the digital business world, this technique works for any type of interaction you have with your customers. Be it digital or face-to-face, today we must improvise to meet the expectations and needs of our customers. After listening to what the customer wants, acknowledge them, which is the Yes.

Meeting 83

Meeting Wireless CRM Conference 83

ShepHyken

APRIL 9, 2024

Companies like Amazon, Chick-fil-A, Apple, and other customer experience luminaries promise great service, deliver on their promises, and set the bar higher for others. You don’t have to be an Amazon or an Apple to deliver amazing service. But you do have to meet expectations. Connect with Shep on LinkedIn.

Customer Service Training 140

Customer Service Training Customers Customer Service Study 140

Comm100

APRIL 2, 2024

Improving CSAT score is not just about boosting a number; it’s about enhancing the customer experience. A higher score is indicative of successful customer interactions, suggesting that your offerings meet or exceed expectations. Now let’s explore how to improve CSAT score with a 6-step strategy.

Strategy 224

Strategy How To Wait Times Customer Satisfaction 224

ShepHyken

NOVEMBER 14, 2023

Alignment with Beliefs and Vision (The Culture): While money may be a basic need, the culture of the organization must meet the employee’s needs and what they value. Employees may tolerate a work environment that doesn’t meet their needs beyond a paycheck, but there is little incentive to stay when something better comes along.

Insurance 148

Insurance Employee Experience Culture Customer Service Training 148

ShepHyken

NOVEMBER 7, 2023

This is what helps drive customer loyalty. Is your organization meeting your customers’ needs? Look at each of these “levels” and determine if your organization is meeting your customers’ needs, and if appropriate, feel free to add to the list. This is meant to be a conversation starter.

Policies 96

Policies Meeting Customer Service Training Customers 96

ShepHyken

MAY 26, 2021

Even though this is about a sales presentation, it ties into customer service. It has to do with preparation, knowing your customer, understanding what they want, and more. This is what great salespeople do to prepare for a meeting with a customer or client. We agreed to meet on Zoom. I was on time.

Sales 142

Sales Customer Service Training Training Customer Service 142

ShepHyken

DECEMBER 26, 2023

Today’s customers will reach out to you in the most convenient way. Regardless of the channel, you need to be there and meet their communication expectations. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Today, they may call you.

Customer Service 157

Customer Service Tips Guidelines Policies 157

ShepHyken

MARCH 31, 2024

If we don’t have a product or service that meets a customer’s needs, we will go out of business. And when you combine it with meeting the customer’s service needs and expectations, you go to another level. If I need an upgrade on a software program, there’s a company that will design it for me.

Customer Service 82

Customer Service Government B2B B2C 82

ShepHyken

DECEMBER 12, 2023

Every interaction the customer has with us, from learning about our company, our marketing messages, the sales experience and then anything after the sale, is all part of the customer experience. I’m often asked to be the keynote speaker at sales meetings. I refer to this as Selling with Service.

Sales 92

Sales Customer Experience Tips Customer Service Training 92

ShepHyken

APRIL 25, 2023

He liked what he tasted and reached out to the Frito-Lay CEO to set up a meeting. Somehow Montañez landed an appointment to meet with the CEO and other company executives. During the meeting, an executive asked, “How much market share do you think you can get?” Or are you an executive who’s willing to listen?

Insurance 103

Insurance Customer Service Training Meeting Leadership 103

ShepHyken

APRIL 1, 2024

If we don’t have a product or service that meets a customer’s needs, we will go out of business. And when you combine it with meeting the customer’s service needs and expectations, you go to another level. If I need an upgrade on a software program, there’s a company that will design it for me.

Customer Service 77

Customer Service Government B2B B2C 77

ShepHyken

OCTOBER 7, 2020

In the absence of a formal definition, here’s my interpretation of customer disservice. Put simply, it is the missed opportunity to deliver an expected level of service. In other words, you could have done something to meet or even exceed the customer’s expectations, but failed to take advantage of the opportunity.

Customer Service Training 164

Customer Service Training Training Customers Customer Service 164

ShepHyken

NOVEMBER 23, 2022

Using the customer’s name, calling them back a little quicker than expected, and meeting – and exceeding ever so slightly – other basic expectations make customers appreciate doing business with you. Meeting Expectations All the Time – This is the addition to my list. A simple example of this is returning a call or email.

Meeting 72

Meeting Customer Service Training Customer Expectations Customer Service 72

ShepHyken

MARCH 2, 2022

For example, you may be driving to a lunch meeting, and a car accident shuts down the highway making you. Maybe a customer orders something three days before Christmas. It could be 15 minutes late for a meeting or 15 days (or more) late for a shipment. Keep the customer updated with ongoing messages as needed. .

Customer Service Training 144

Customer Service Training Meeting Communication Training 144

ShepHyken

APRIL 22, 2024

4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization. Meeting customer needs in the most convenient way not only drives great customer experience (CX) but also promotes long-term loyalty and business growth.

Customer Service 80

Customer Service Self Service Tips Contact Center 80

ShepHyken

APRIL 26, 2021

(ZDNeT) Customer service is experiencing a renaissance, and with the right imagination, intention, and technology, it can also become a business growth engine by driving satisfaction, sales, and loyalty. One of the main points is that customer service is becoming the face of a brand. Thank you MattsenKumar!).

Customer Service 134

Customer Service Loyalty Programs Social Media Contact Center 134

ShepHyken

AUGUST 8, 2023

On a scale of one to 10, how likely are customers and employees to yawn during a meeting or presentation? Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. This is the comfortable place employees might enjoy a short nap during a stressful day.

Customer Service Training 117

Customer Service Training User Experience Customer Experience Employee Experience 117

ShepHyken

JANUARY 27, 2021

He admits to that the first time he meets with the team. 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.

Customer Service Training 139

Customer Service Training Training Customer Service Meeting 139

ShepHyken

SEPTEMBER 1, 2021

Some of my B2B clients don’t think they have to meet Amazon’s level of service. The big question is this: Regardless of the type of business or industry you are in, have you adapted the way you do business to meet the new expectations of a customer who has been, for lack of a better word, Amazonized ? .

B2B 142

B2B Comparison Healthcare Customer Service Training 142

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. Design Customer Service Protocols.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

ShepHyken

SEPTEMBER 29, 2022

The CEO has sent out videos, regularly schedules town hall meetings, and shares best-of-the-best examples of how team members are creating amazing experiences and Moments of Magic® for their colleagues and customers. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Service Training 126

Customer Service Training Training Video Customer Experience 126

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. I]f you care about customer experience.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

ShepHyken

SEPTEMBER 9, 2020

Never lose sight of what the customer expects. Meeting that expectation may be all you have to do to surprise and delight. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com.

Customer Service Training 133

Customer Service Training Training Customer Service Customer Expectations 133

ShepHyken

NOVEMBER 9, 2022

Founder, Jeff Bezos, was an early adopter of a relentless focus on the customer experience.? . Did Bezos really believe that Amazon should be so good they didn’t need a customer service department? Did he really have an empty chair in his meetings to represent the customer? That’s truly customer-focused! .

Competitive Advantage 70

Competitive Advantage Customer Focused Customer Service Training Meeting 70

ShepHyken

AUGUST 18, 2021

Let’s assume that at least two airlines meet my needs and have availability. Knowing your customers better than your competition knows them may be the differentiator that earns you their business. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Airlines 173

Airlines Customer Experience Survey Customer Service Training 173

ShepHyken

MAY 10, 2023

The key is training The key is training, but it isn’t just imparted in one session to tell employees what to do – or not do. It’s about continuously sharing stories of what other employees are doing to meet customers’ needs and demands, all without crossing the line in the sand. Connect with Shep on LinkedIn.

How To 64

How To Policies Customer Service Training Training 64

ShepHyken

APRIL 14, 2021

Start by calling a meeting. In all, it will probably take at least two or three meetings. 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.

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How To Customer Service Training Leadership Meeting 143