ShepHyken

NOVEMBER 7, 2023

Customers don’t consciously realize it, but the first time they do business with you, they have uncertainty. A good customer experience creates trust. Written policies, such as how you handle your customers’ data, return policies, guarantees and more build trust and safety. Connect with Shep on LinkedIn.

Policies 96

Policies Meeting Customer Service Training Customers 96

ShepHyken

FEBRUARY 14, 2022

My Comment: Our customer service research indicates that US consumers consider an easy return policy a reason to come back. 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 26, 2023

Be open about policies and anything you know the customer might question or simply not like. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Have you ever been hit with a surprise fee? Of course, you have, and I’ll bet you didn’t like that surprise.

Customer Service 157

Customer Service Tips Guidelines Policies 157

Comm100

APRIL 2, 2024

Here are 6 essential steps to improve CSAT and provide your customers with a superior experience. Enhance customer service training – Empathy Training: Incorporating empathy training for your customer service team is vital to increasing CSAT.

Strategy 224

Strategy How To Wait Times Customer Satisfaction 224

ShepHyken

NOVEMBER 30, 2022

A retail store changed its return policy. What was once considered a flexible, customer-friendly return policy became a hassle for the customer. . These changes are the reasons some customers shared when they were asked, “Why don’t you come back anymore?” Often, that’s why the customers continue to dance with you. .

Policies 120

Policies Customer Focused Customer Service Training Software 120

ShepHyken

MAY 10, 2023

Some examples of “breaking the rules” might be honoring a warranty that expired a month ago – or stretching a 14-day return policy to the 15th or 16th day. Some retail organizations, like Nordstrom, have an easy, no-questions-asked return policy. Connect with Shep on LinkedIn.

How To 64

How To Policies Customer Service Training Training 64

ShepHyken

FEBRUARY 28, 2023

Be Transparent – Be open about your policies, process, delivery times, delays and more. You want your customers to know and understand how you operate. The more they know, the more trust they will have in you. So, here’s your bonus tip: Consider adding a Chief Customer Officer, or similar position, to your organization.

Chief Customer Officer 123

Chief Customer Officer Effort Score Policies Customer Service Training 123

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. Clear and concise delivery and returns policies. Collecting customer feedback. Utilizing social media for customer service.

e-support 208

e-support Customer Experience Social Media Chatbots 208

ShepHyken

DECEMBER 28, 2022

Excellent customer service lies in flexibility. Avoid phrases customers hate, such as, “It’s not my department,” or, “That’s our company policy.” Train and empower your employees. If you have good people and train them well, let them do their job. Customers love working with empowered employees. .

Fashion 131

Fashion Guidelines Policies Customer Service Training 131

ShepHyken

DECEMBER 5, 2018

These are the “convenience infractions” that potentially drive away customers. Bad policies: I hate when someone does something that seems like a waste of time, and then blames it on a policy or gives me a negative response to a question and says, “It’s company policy.”. Follow on Twitter: @Hyken.

Policies 125

Policies Case Study Advertising Banking 125

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

CSM Magazine

DECEMBER 29, 2022

As business banking can be complex, it is critical that banks hire professional customer service representatives who have the necessary skills and product knowledge to be able to handle all kinds of customer requests and are up to date with the bank’s policies and procedures.

Banking 52

Banking Customer Service Customer Service Training Customer Service Representative 52

Magellan Solutions

APRIL 11, 2024

In this article, discover the benefits, services offered, and tips for choosing the right partner to enhance your e-commerce experience. Shopify telephone support refers to the customer service trained professionals provide to assist Shopify merchants and their customers over the phone.

e-support 95

e-support Net Promoter Score Training Policies 95

ShepHyken

MAY 7, 2018

Why are customers embracing texting? How to set a return policy that works for the customer and you by Sam Kliger. Retail Customer Experience) A store’s return policy is an important part of your overall approach to customer service, but it’s not as simple as making your guidelines strict or lenient.

Customer Service 79

Customer Service Policies Retail Case Study 79

Myra Golden

APRIL 28, 2021

I’m a contact center supervisor who trains, yet I don’t have a training background. Here’s the advice I gave Sherry: Distance doesn’t have to be a barrier to quality customer service training. What advice can you give me? Thanks to the pandemic, there are more remote agents in the workforce than ever.

Training 105

Training Customer Service Contact Center How To 105

ShepHyken

NOVEMBER 8, 2017

So, understanding that, why would a company choose to deliver an amazing customer service experience to just some of their customers and not to every customer? This question comes on the heels of reading the customer service policies of some companies. That’s a rhetorical question, by the way.)

Customer Service 183

Customer Service Customer Experience Wait Times Policies 183

ShepHyken

APRIL 19, 2017

This ban on electronics is a United States of America policy. Some industries are heavily regulated and must adhere to compliance and tough rules that they have no control over, and many of these rules or laws are not customer friendly. Let me emphasize that this is not the airlines fault. What can an airline do?

Airlines 87

Airlines Policies Government Travel 87

Vonage

JUNE 6, 2017

Key learning point to measure customer service. It’s not our policy. Remember, serving customers is why you go to work. If your customers disappear, your positive future may vanish, too. Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture.

Measurement 133

Measurement Customer Service Social Media Travel 133

Comm100

MAY 10, 2018

Customer complaints can help companies identify where they can improve policies and procedures. For example, after receiving complaints (namely a letter written by Taylor Swift ), Apple Music reversed its policy of not paying artists during a listener’s trial period. Optimize Your Customer Complaint-Handling System.

Customers 200

Customers eBook Policies Customer Service Training 200

CSM Magazine

JULY 7, 2022

Additionally, it means you can create your own policies and procedures to ensure everyone does things with the same level of excellence. Your Drivers Need Customer Service Training. The right amount of autonomy helps to ensure they can meet customer needs without constant managerial approval.

Customer Service Training 59

Customer Service Training ROI Policies Training 59

ShepHyken

MAY 31, 2021

This week he posted a great article about what never to say to customers. These are what I refer to as customer loyalty killers. When someone says, “Our policy does not allow me to…” I’m sure you’ll have a few to add to his list. 4 Ways To Improve Your Customer Effort Score by Scott Clark. Which one do I hate most?

Customer Service 131

Customer Service Effort Score e-support Chatbots 131

Comm100

FEBRUARY 23, 2021

Free tools like Google Alerts and Social Mention can help you scan for customer feedback that comes to you outside of the traditional channels. Prioritize customer service training. From escalations to everyday responses, make sure that your employees know the best practices for helping customers.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

Vonage

OCTOBER 6, 2015

The service I get from FedEx influences what I expect from airline and taxi companies. This transfer of expectations is true in many dimensions of service, including accessibility, after-sales service, ordering and payment flexibility, service recovery policies, upgrade procedures and more. Your Service.

Customer Experience 120

Customer Experience Airlines How To Customer Service Training 120

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. These solutions need to be in line with your company policies.

Customer Service 55

Customer Service Management Exercises Leadership 55

ShepHyken

DECEMBER 26, 2018

You want customers to use the word “always” to describe their experience with you. The Way: The way they do business: This is about their process, policies, the hours they are open, their location and more. These may get a customer in the door, but many of the other reasons are why customers choose to come back.

Culture 133

Culture Policies Customer Service Training Customers 133

Vonage

JULY 19, 2016

Key learning point to measure customer service. It’s not our policy. Remember, serving customers is why you go to work. If your customers disappear, your positive future may vanish, too. Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture.

Measurement 120

Measurement Customer Service Self Service Travel 120

ShepHyken

MARCH 20, 2019

Not only does Todd believe this is important for customers, he also knows how effective it is for employees. The “open door” policy of communication for employees has served him well. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Communication 110

Communication Culture Policies Customer Service Training 110

ShepHyken

MARCH 11, 2019

International Policy Digest) Until relatively recently happiness was not an important factor in our corporate culture. Taking care of employees – as in making them happy at work – is crucial to the success of a customer service and experience strategy. It’s in the culture of a company.

Customer Service 100

Customer Service e-support Guidelines Social Media 100

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. Give the service agent the floor.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Comm100

OCTOBER 30, 2017

This type of gift is great too for those customers who have corporate policies preventing them from accepting gifts. We’d love to hear what your go-to gift is for your customers this year! Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. A Handwritten Note or Letter.

Fashion 209

Fashion eBook Social Media Customers 209

ShepHyken

JULY 26, 2017

But, it’s a great set up for the conversation on how to eliminate or at least mitigate this problem that causes customers to complain so often. How many times do we upset a customer with the same processes, policies or rules ? For information contact or www.hyken.com. Follow on Twitter: @Hyken. Copyright © MMXVII, Shep Hyken).

Exercises 94

Exercises Video Policies Customer Service Training 94

Vonage

JANUARY 24, 2017

The company sent another notice stating, “The policy is non-cancellable. Clearly there was no commitment to customer service excellence. This company took in $1,300 for an extended warranty they will never fulfil from a customer already saddened by the theft of his computer. Your Service” books and founder of UP!

Customer Service 133

Customer Service Advertising Contact Center Culture 133

Customer Bliss

JULY 3, 2018

Accurate and Consistent: We will always aim for 100% accuracy, and be consistent in how we interpret and implement state policies and procedures. Timely and Responsive: We will be proactive, take initiative, and anticipate your needs. Accessible and Convenient: We will continue to simplify and improve access to information and resources.

Government 120

Government Customer Experience Management Customer Experience Management 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 112

Social Media Course Training Marketing 112

CSM Magazine

MARCH 4, 2022

Each of these customers has very different needs, but all are as equally important as the others. Customer Service Training. Customer service training is vital if you want to keep your customers happy and coming back for more.

Tips 52

Tips Customer Service Handbook Customer Service Training 52

ShepHyken

APRIL 11, 2018

And if those self-service options fail, is there an easy way for them to reach a human? Rate these touchpoints and interactions one of three ways: company focused, customer focused, or neutral. If you aren’t focused like a laser on your customers, then you are at risk of losing them to a competitor who is.

Customer Focused 100

Customer Focused Self Service Touchpoint Banking 100

ShepHyken

AUGUST 10, 2016

One bad employee can lose a customer and bring down a company’s culture. They have policies that aren’t customer focused. I hate it when an employee says, “That’s our policy.” Typically, that is the line that is used to hide behind rules and policies that are more company-focused than customer-focused.

Airlines 48

Airlines Policies Government Guidelines 48