ShepHyken

JUNE 4, 2021

Thus, better customer support and efficient customer agents would result in an improved customer experience. FCR can be improved by a knowledge management system with its tools such as a decision tree, knowledge base. How knowledge management helps in improving FCR?

First Call Resolution 78

First Call Resolution System Self Service Management 78

Who's Your Gladys?

OCTOBER 15, 2014

While watching a tribute to Joan Rivers, I spotted a key strategy to her success that directly relates to customer service. She had a system to capture and retain each and every one of her jokes. Customer Service Delighting customers Marilyn Suttle Customer Experience customer service training Joan Rivers'

Customer Service 174

Customer Service Customer Service Training Training System 174

ShepHyken

AUGUST 16, 2023

Assuming the employee is capable, failure is often due to something or someone else. The story I shared illustrates how failure in customer service is often not the fault of the individual but the system in place. Connect with Shep on LinkedIn.

Customer Service Training 118

Customer Service Training Training Leadership Course 118

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. Improving touch points and customer interactions.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

ShepHyken

JANUARY 23, 2024

This happens at my car dealership, bank, and other supposed customer-focused organizations. Their processes bog the customer down with repetitive tasks and often unnecessary procedures. Create a centralized customer profile system where a customer’s basic information, such as name, address, phone number, etc.,

Insurance 84

Insurance Banking Customer Service Training Retail 84

ShepHyken

FEBRUARY 24, 2021

What extra work do they do because of antiquated systems and processes? For our outside customers, when we reduce friction, they find it easier to do business with us. Internally, when we reduce friction for employees, we make it easier for them to do their jobs, which has a direct impact on the customer.

Customer Service Training 146

Customer Service Training Innovation System Technology 146

ShepHyken

FEBRUARY 23, 2022

I switched to a new satellite system for the internet and TV. But with the new system, it took three or four seconds, sometimes longer depending on the signal, to move from one channel to the next. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Competitive Advantage 127

Competitive Advantage Customer Focused Customer Service Training Video 127

ShepHyken

APRIL 4, 2023

People used to tip servers at restaurants, taxi drivers, hotel staff and other traditional service-oriented businesses. Now customers are being asked to tip at auto shops, retail outlets and more. I recently bought a candy bar and paid through the store’s self-service checkout system. Follow on Twitter: @Hyken

Tips 123

Tips Self Service Hotels Customer Service Training 123

ShepHyken

JANUARY 2, 2019

This reminds us that having a good system with good people who understand how to take care of their customers is the backbone of a good service experience. The system the Wynn has for dealing with guest requests and complaints works. Here’s another great story we can learn from. There are quick response and follow-up.

Customer Service 130

Customer Service Insurance System Customer Focused 130

Customers That Stick

NOVEMBER 27, 2019

You want your team to be ready for the reality of what’s coming — particularly those seasonal employees who aren’t as comfortable with the systems and who have never been through a. » Related Stories What Are Onstage and Backstage in Customer Experience? Read the rest here. »

Retail 78

Retail Tips Customer Service Training Training 78

ShepHyken

AUGUST 25, 2021

Yes, the customer wants success and not pain. And a good system will make it easy for a company employee to see the online conversation and continue it, versus start over. In the customer service world, “Love means never having to repeat your story!” . I agree with most of that. But when it is, it’s nice. .

Average Handle Time 150

Average Handle Time Social Media Customer Service Training Customer Service 150

ShepHyken

DECEMBER 29, 2021

In the B2B old, many customers pay 30 or even 90 days (or more) after they are invoiced for whatever they buy, but this is almost unheard of in retail. . I’m not suggesting you put all of your customers on the honor system when it comes time to be paid. But when there is a choice to be made, trust your customers.

B2B 136

B2B Customer Service Training Customers Retail 136

ShepHyken

JANUARY 14, 2024

Seriously, you’ll find some good reminders in this article that you may want to share with anyone who interacts with customers (including internal customers). How to Create a Complaint Management System to Protect Your Brand Reputation by Jasmine Williams (Sprout Social) Getting complaints about your business never feels great.

Customer Service 56

Customer Service Retail Consumers Metrics 56

Michel Falcon Experience

JANUARY 16, 2020

Do you have plans to host a customer journey mapping workshop this year? Is it taking your customers too long to get in touch with your company which negatively impacts sales? When was the last time you updated your company’s customer service training material? Customer Journey Mapping. 2020 and Beyond.

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

ShepHyken

JANUARY 14, 2024

Seriously, you’ll find some good reminders in this article that you may want to share with anyone who interacts with customers (including internal customers). How to Create a Complaint Management System to Protect Your Brand Reputation by Jasmine Williams (Sprout Social) Getting complaints about your business never feels great.

Customer Service 55

Customer Service Retail Consumers Metrics 55

ShepHyken

APRIL 18, 2023

Most of us realize that Amazon has built its own shipping and distribution system. How fast do you deliver, return calls or do anything else that might get the customer to say, “You’re fast!”? Customers can predict their Amazon experience with almost 100% accuracy. Still, it is setting a high bar. This is an easy one to emulate.

B2C 64

B2C B2B Customer Service Training Retail 64

ShepHyken

DECEMBER 1, 2021

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. Make them feel needed, known, and appreciated. . Follow on Twitter: @Hyken.

Healthcare 125

Healthcare Customer Service Training Feedback Leadership 125

ShepHyken

NOVEMBER 18, 2020

There was no cashier; just two kiosks for customers to self-checkout. There was an employee to help people who couldn’t figure out the system, but I observed that nobody talked to her. Amazon Go is a convenience store chain that has automated or self-service checkout. You walk in the store, pick up what you want and walk out.

Loyalty 138

Loyalty Self Service Customer Service Training Tips 138

ShepHyken

MARCH 28, 2023

On a recent flight, the captain of the airplane announced over the PA system what time we would arrive at our destination. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Get more information on The Customer Focus ™ customer service training programs.

Transportation 64

Transportation Sports Customer Service Training Customers 64

ShepHyken

MARCH 18, 2020

Here are some examples: Difficult-to-find customer support contact info. Some customer support numbers appear buried to the point that customers wonder if the company really wants them to reach out. A laborious Interactive Voice Response system (IVR). You get the idea. Long hold times. How long is too long?

First Call Resolution 102

First Call Resolution Customer Service Training Customer Service Representative Contact Center 102

ShepHyken

NOVEMBER 16, 2022

It doesn’t matter the type of business you are in, regardless of processes and systems, sometimes common sense must prevail. If we hire qualified people and properly train them to do their jobs, we should let them do what they were hired to do. The point is this. Follow on Twitter: @Hyken.

Hospitality 80

Hospitality Customer Service Training Training Customer Service 80

ShepHyken

DECEMBER 3, 2023

My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Often, there is a blurry line between these business strategies and customer experience. Does no one want to see change?

Customer Service 58

Customer Service Loyalty Programs Loyalty Customer Service Training 58

ShepHyken

JANUARY 6, 2021

As sophisticated CRMs (Customer Relationship Management systems) and AI integrate, the data that is generated will help companies create a more personalized experience. Customers enjoy feeling connected—when companies know who they are—even if it’s at a digital level. Personalization at a digital level is getting more personal.

Self Service 169

Self Service Chatbots Customer Relationship Management Customer Service Training 169

ShepHyken

APRIL 17, 2023

Nobody wants to engage with the healthcare system. Why is customer service training important in the healthcare industry? Instead of focusing on external factors like the color of someone’s hair or whether they have tattoos or piercings, identify the top qualities that truly matter to your patient’s care.

Healthcare 62

Healthcare Industry Customer Service Customer Service Training 62

CSM Magazine

MARCH 9, 2023

There are situations where service standards drop – it’s a given in any industry – but those drops being only infrequent is crucial. This also ties into another pillar of good quality customer service – communication.

Ecommerce 52

Ecommerce Customer Service Social Media Training 52

ShepHyken

OCTOBER 25, 2021

My Comment: How do customers prefer to reach out to you for help and support? This article emphasizes that customers may not be so quick to want to use an automated or digital system. Our customer service research indicates that 59% of customers prefer to go to the phone or email over digital channels.

Customer Service 143

Customer Service Loyalty Programs Chatbots Loyalty 143

Comm100

NOVEMBER 30, 2017

Luckily, implementing a live chat system on your website is often pretty simple. But what do you need to do to prepare your agents to use the system? You could simply give technical training on the new system, then let your agents loose. Live Chat Scripts. How can they be mitigated against (if bad) or adopted (if good)?

Training 102

Training Customer Service eBook Tips 102

Vonage

JUNE 6, 2017

You can tell a lot about a company and its commitment to customers in the words employees use. Open your ears and you will find it’s easier to measure customer service levels than you might think. I enjoy high-end music systems in my home and office. Your Service” books and founder of UP! Your Service.

Measurement 133

Measurement Customer Service Social Media Travel 133

Vonage

OCTOBER 6, 2015

The airline and taxi database systems do provide access to all my information (including telephone numbers), but that data is “two screens away” from the first screen presented to the reservations agent. Your Service” books and founder of UP! Your Service. Related Posts The two sides of customer service training.

Customer Experience 120

Customer Experience Airlines How To Customer Service Training 120

ShepHyken

FEBRUARY 25, 2024

Our customer service research sponsored by RingCentral (brand new 2024 report is now out) includes a humorous stat/finding: 79% of US consumers have called customer support and been caught in the automated menu system and repeatedly screamed, “Agent” or “Representative,” and eventually hung up out of frustration.

Customer Service 60

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 60

ShepHyken

MARCH 18, 2020

Here are some examples: Difficult-to-find customer support contact info. Some customer support numbers appear buried to the point that customers wonder if the company really wants them to reach out. A laborious Interactive Voice Response system (IVR). You get the idea. Long hold times. How long is too long?

First Call Resolution 71

First Call Resolution Customer Service Training Customer Service Representative Contact Center 71

ShepHyken

NOVEMBER 20, 2019

It is often needed to update systems and processes that are outdated or inefficient. This can lead to a better customer—and employee—experience overall. Just remember, if you need to make a change that is dramatic , take steps to ensure that it won’t end up being traumatic for your customers. Change can be good.

Customer Focused 121

Customer Focused Customer Service Training Employee Experience Customer Experience 121

CSM Magazine

OCTOBER 25, 2023

An empowered and well-trained retail staff team is key to an unparalleled shopping experience. Key Components of Effective Customer Service Training The human interaction that a retail store can offer is a huge advantage. However, a badly trained and disinterested staff team can quickly switch this advantage around.

Exceptional Customer Service 52

Exceptional Customer Service Retail Training Customer Service 52

ShepHyken

JULY 24, 2019

It was an automated system. 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. For information, contact 314-692-2200 or www.hyken.com.

Customer Service Training 127

Customer Service Training Training System Customer Focused 127

ShepHyken

MAY 28, 2023

In his words: “No stock can escape the daily gyrations of the market, but when you’ve got a great company that knows how to give its customers exactly what they want—and what they need even if they didn’t know it existed—that’s a stock you can buy into market-wide wide weakness.” Connect with Shep on LinkedIn.

Customer Service 64

Customer Service Hospitality Customer Centricity B2C 64

CSM Magazine

MARCH 4, 2020

Making customer service training part of your core orientation rather than just an afterthought will make sure that all your new recruits become familiar with your customer service approach as quickly as possible. Regularly Evaluate Customer Service. Invest in a Proper CSM System.

Leadership 59

Leadership Customer Service Strategy How To 59

Comm100

MAY 10, 2018

Complaints can also help companies identify any outdated or erroneous information that is being made available to customers. By examining customer complaints, businesses can improve customer service training. Recommended for you: [eBook] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Customers 201

Customers eBook Policies Customer Service Training 201