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$75 Billion Dollars Is Lost Due to Poor Customer Service

ShepHyken

Two years ago I reported on NewVoiceMedia’s “serial switchers” report that indicated that $62 billion was lost due to poor customer service. Customers want and expect more than ever before – because that’s what we have we taught them. The customer service rock stars tout the accolades and awards that they have received. And, when our customers visit these businesses, they experience what great service feels like.

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The Complete Customer Service Training Guide

ProProfs Chat

Did you know that 56% of people around the globe believe that companies need to take action on feedback provided by their customers? Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. One-Time Training.

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How to use customer service training videos to improve your business

ViiBE Blog

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.

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How to use customer service training videos to improve your business

ViiBE Blog

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.

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3 Customer Service Training Secrets You’ll Wish You’d Known 5 Years Ago

Ecrion

Every year, businesses lose over $75 billion in potential revenue thanks to one thing: poor customer service. And while studies show that about 1 out of every 26 customers complain about poor customer service, over 90% of those dissatisfied customers simply stop working with your business — and never come back. Be honest with yourself: How confident are you, really, with your current level of customer service?

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5 Top Customer Service Articles for the Week of June 24, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. My Comment: Here is a great testimonial to the combination of a great customer experience and product. You know it happened when the customer says, “Wow! My friend Chip Bell, customer service expert, summarizes this idea quite nicely in this excellent article.

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How Bad Customer Service Slashes Your Sales and What to Do About It

Kristina Evey

Bad customer service – we’ve all experienced it. Poor customer service is rampant these days. The impact of poor customer service on your business is more than just the occasional upset customer. Customers leave because of bad service. 70% of your lost customers have stopped doing business with you simply because someone within your company treated them rudely, indifferently, or barely acknowledged them.

Sales 221
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Customer Service – The POSITIVE Impact

Kristina Evey

The POSITIVE Impact of Customer Service… I typically let you know how much poor customer service is COSTING your company. So, here’s the low down… 70% of customers cite the MAIN reason they stop doing business with a company is ONLY because of how they were treated. A 2% increase in customer retention has as much of an impact on your bottom line as cutting costs by 10%.

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5 Top Customer Service Articles for the Week of July 9, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Terrible, Horrible, No Good, Very Bad Customer Experience by Deb Miller. CMSWire) I ordered new products and services from my provider last month and in the bargain had to endure some terrible, horrible, no good, very bad customer experience. My Comment: Want to deliver bad customer service?

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Here’s a Great Energizer for Telephone Techniques Training Classes

Myra Golden

In March I facilitated a 2-day Soft Skills training for more than a hundred people for a client in South Dakota. I was going into the final inning of this 2-day training in South Dakota. If you’re a seasoned trainer, you know that the hardest part of training is right after lunch. They were to make a routine customer inquiry. The goal was to look for what made the call amazing, mediocre or poor and then come back and give short presentation to the large group.

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Customer Support Trends Every Business Needs to Know

Stella Connect

It’s time for these types of frustrating customer experiences to become a thing of the past. Brands that don’t risk significant customer churn. 4 Critical Customer Support Trends and Why They Matter for Your Business. Long wait times. Impersonal interactions.

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Evolution of Customer Experience in E-Commerce 2023

Lumoa

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. Customers search for easy shopping solutions on clear, engaging websites. Multiple customer support options.

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Bad Customer Service Isn’t the Problem. A Bad Culture Is the Problem

Shep Hyken

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services).

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Here’s a New Word: Skimpflation

Shep Hyken

The other day my friend asked me, “Is mediocrity the new customer experience?” He mentioned how he’s had to wait longer when he called customer support and that there weren’t enough cashiers at the grocery store. . Customers love honesty. Customers love information.

Hotels 106
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Best Practices for Meeting (and Exceeding) Customer Needs

Stella Connect

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?

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Creating a Winning Customer Service Culture is Within Your Grasp

Integrity Solutions

Customer service used to be viewed as the final link in the overall chain of customer touch points, a responsibility relegated to a department, contact center or automated attendant that would respond to complaints and (hopefully) eventually make things right.

Culture 81
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Customer Service Week: A Time to Celebrate Customers AND Employees

ShepHyken

And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. Traditionally, Customer Service Week has been the time to highlight and celebrate the great work employees do to take care of their customers.

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Why good customer service is the key to growing your SMB

Vonage

Customer service is too often thought of as a necessary evil – something which you have to provide, but a service that’s not a priority when you’ve got 101 things on your mind. However, for SMBs – and businesses of any size for that matter – good customer service is key to growing. After all, if customers aren’t happy, they won’t come back. Here, we explain why good customer service is essential for growing your SMB – and how you can get it right.

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Seven technologies to improve customer service in SMBs

Vonage

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0: Ten Critical Technologies to Transform Customer Engagement ’. which focused on tailoring services to individual customers.

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5 Top Customer Service Articles of the Week 7-26-2021

Shep Hyken

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR

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5 Top Customer Service Articles For the Week of September 28, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. MarketingWeek) At our exclusive roundtable featuring members of 2020’s CX50, the consensus was that taking care of employees has helped take care of customers in this time of crisis. Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi.

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5 Top Customer Service Articles for the Week of September 9, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. When Loyalty Rewards Expire, So Does A Customer’s Loyalty by Dan Gingiss. Forbes) Rewards programs can be lucrative for loyal customers, but when companies add lots of rules and restrictions to a loyalty program, it can actually have the opposite effect. This makes a great point, that when the perks go away, the customer may go away.

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5 Top Customer Service Articles for the Week of April 8, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. To Provide the Best Customer Experience, Be Proactive by Frank Konkel. NextGov) “Be where your customers are” and other helpful tips from customer experience professionals. My Comment: Is it possible to learn a customer service lesson from government? Hotel Guest Service: Being Capable Is Not Enough by Steve Curtin.

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5 Top Customer Service Articles for the Week of May 13, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. LinkedIn) When it comes to the strategic decisions that will help you thrive as a company, a positive experience is not the only factor that will make customers choose you, or stay with you. Likewise, negative experiences aren’t a guarantee that customers will leave. Chatbots vs. Humans: The Better Option for Customer Service by Michael.

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5 Top Customer Service Articles for the Week of November 5, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. The Secret Sauce to Customer Experience is a Blend of Four Ingredients by Joseph Michelli. The Michelli Experience) Recently, a new client of mine said, “Just like everyone else I want to differentiate my business through the customer experiences I provide, but quite frankly I’ve tried a lot of things and am not seeing any sustained improvement.”.

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Top Reasons why Customer Service Fails

CSM Magazine

Perhaps you heard about the major cable and internet provider that made “headline” news last year when a customer recorded a call to the company’s customer service center. Read on to learn more about this customer service debacle. The customer had simply called to terminate his service, but first, the representative he spoke to insisted upon asking him some questions. 1 – Customer service is not well defined.

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Customer Service Pet Peeves That’ll Make Your Customers Cringe in 2020

Oracle

There’s no shortage of pet peeves in the field of customer service, both from the professional and the consumer point-of-view. Despite advances in emerging tech , self-service , and cute robots , the majority of customers still expect to communicate with a human in times of need, and even the smallest snafu by human — or robot — can break an experience. ” Shep Hyken , customer service/experience expert and NY Times bestselling author.

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5 Top Customer Service Articles of the Week 5-30-2022

Shep Hyken

Each week I read many customer service and customer experience articles from various resources. Yet 44% of companies say they’re more keenly focused on customer acquisition and just 16% on retention. My Comment: We are in the digital era of customer service.

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How to Inspire Your Team to Achieve a Better Customer Experience

CSM Magazine

What your team is selling today is service. 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. Inspire Employees to Improve the Customer Experience.

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The Effects of Bad Customer Service and Why it’s Costing Your Company MILLIONS!

Michel Falcon Experience

Sometime today or tomorrow you’re going to receive bad customer service from a company that you do business with. Immediately you will feel the effects of bad customer service. After centuries of doing business, why is something as important as delivering great customer service to grow through referrals and repeat customers seem to get a short end of operating budgets? Today, they have Amazon Web Services (AWS), Amazon Basics and more.

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How to Write Customer Service Representative Job Description [18 Descriptions & Titles]

ProProfs Chat

According to a study by Microsoft, 56% of people around the world have stopped doing business with a company because of poor customer service experience. However, it also indicates that a lot depends on the kind of customer service operators you hire for your business.

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5 Top Customer Service Articles for the Week of September 10, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. Forbes) In today’s disruptive business economy, in order to create distinctiveness for a brand online, it is imperative to have social customer care that is more than good — or even great. Empathy… customers want you to understand them.

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5 Top Customer Service Articles For the Week of December 3, 2017

ShepHyken

Each week I read a number of customer service articles from various online resources. Rethinking Federal Customer Experience by Frank Konkel. Nextgov) This eBook looks at how agencies are baking customer experience into their missions. My Comment: Let’s kick off this week’s Top Five with an interesting concept: That the United States government could provide excellent customer service.