ShepHyken

NOVEMBER 15, 2017

My buddy Bob decided to make a change in his cable TV plan so, as most customers do, he called the company’s customer service support number. Eventually, after various prompts and a short wait time, he was connected to a customer service rep who introduced herself by her first name and asked to whom she was talking to.

Customer Service Training 82

Customer Service Training Training Wait Times Customer Service 82

ShepHyken

MARCH 14, 2018

Customers want to see you at least make an attempt to help them. “We The wait time is 45 minutes.” You’ll have to…” Customers hate being told “you have to…” Find a way to make it easy on them. “No!” For information on The Customer Focus customer service training programs, go t o www.thecustomerfocus.com.

Wait Times 109

Wait Times Customer Service Training Customers Customer Service 109

ShepHyken

NOVEMBER 11, 2019

It’s the difference between what a customer experiences with a great brand and what they experience with any brand that isn’t great. He mentions the difference between the simplicity and ease of doing business with Amazon versus the long line and wait time at a coffee shop at a busy airport. So, what’s your gap?

Customer Service 89

Customer Service Customer Centricity Retail Leadership 89

ShepHyken

OCTOBER 19, 2020

(CCW Digital) Just as our everyday lives have changed in significant and unprecedented ways, so has the world of customer support. Support teams in all industries are navigating new ways of working and the outbreak’s impact on key metrics like inbound volume, wait times, and CSAT scores. Follow on Twitter: @Hyken.

Customer Service 75

Customer Service Chatbots Effort Score Voice of Customer 75

Stella Connect

DECEMBER 15, 2021

Long wait times. 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. Discover More Customer Support Trends Every Business Needs to Know. Impersonal interactions.

Trends 75

Trends Poor Customer Service Consumers Social Media 75

Comm100

OCTOBER 25, 2017

It’s so easy to think in these situations that they are all the same and to ask yourself the question – “why are customers so rude?”. We’ve all experienced times when circumstances have tested our tactfulness. Fortunately, there are certain things that you can do to help handle these types of customers and improve the situation.

Customers 320

Customers Customer Service Ecommerce eBook 320

Comm100

NOVEMBER 30, 2017

So if you haven’t yet thought about giving your agents more than just straightforward systems training, here are five things to consider when giving effective chat support training to your team. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Let us know your comments.

Training 103

Training Customer Service eBook Tips 103

Second to None

MARCH 29, 2019

To account for discrepancies in customer perception, make sure to record descriptive metrics as well. This would include call time, wait time, page visits, etc. [2] 2] This way, you will be able to further differentiate two customers with identical scores if need be. Increase customer spend? Decrease cost?

ROI 86

ROI Measurement Effort Score How To 86

Stella Connect

SEPTEMBER 10, 2021

Agents need to use all of the training and guidance they receive to deliver impactful experiences to each and every customer, and QA scorecards allow you to figure out if your customer service training program is fostering effective service interactions on a regular basis.

Customer Service 52

Customer Service Effort Score Measurement Interaction 52

ShepHyken

MARCH 16, 2021

For example, the waiting room in a doctor’s office could be renamed as the reception area, implying a different experience from just waiting in a room.

Healthcare 81

Healthcare Wait Times System Customer Service 81

ShepHyken

MAY 4, 2020

Customers experienced long wait times due to a much higher volume of calls. This article features some expert commentary (honored that the author included my comments) about how companies are managing support and flattening their customer support curve. Follow on Twitter: @Hyken.

Customer Service 95

Customer Service Contact Center Retail B2C 95

ShepHyken

DECEMBER 21, 2016

A customer should never experience longer than usual wait times due to heavy volume. That’s for both sales and service. We must give our customers the same level of service year round, regardless of how busy or slow it is. The post Year Round Holiday Season Customer Service appeared first on Shep Hyken.

Customer Service 48

Customer Service Wait Times Customer Service Training Sales 48

Stella Connect

MARCH 2, 2018

The Erlang C predictions in this chart, based on a 20-hour workload, show how slight variations in front-line staff totals can dramatically impact service quality. Scaling the team from 21 to 24 agents, for example, eliminates more than half of delayed calls and cuts the customer’s wait time by 75%.

Call Center 40

Call Center Average Handle Time Ecommerce Wait Times 40

ShepHyken

JULY 25, 2022

Changing Perception: Simple Ways to Improve Your Customers’ Waiting Experience by Jamie Johnson. business.com) If you’ve ever worked in customer service, you already know that long wait times frustrate most customers. Follow on Twitter: @Hyken.

Customer Service 13

Customer Service Chief Customer Officer Automotive Retail 13

ShepHyken

MAY 30, 2022

I’m partial to number four… Provide Exceptional Customer Service. Poor Customer Service Is Strangling Business Growth by Iqra Ansari. The Drum) When we reflect on poor customer service, we often associate it with long wait times, inadequate staff and slow outcomes. Follow on Twitter: @Hyken.

Customer Service 13

Customer Service Rewards Programs Poor Customer Service Self Service 13

ShepHyken

MARCH 20, 2023

Vanishing Phone Customer Support is Driving US All Insane by Helaine Olen (The Washington Post) It shouldn’t be this hard to speak to a human. Wait times to speak to an operator are long — one industry analyst estimated the average wait tripled from 2020 to 2022 and says he believes they still are a third worse than before the pandemic.

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

ShepHyken

MARCH 31, 2018

Simply put: nobody wants to wait nearly eight hours for a response to their complaint in the lightning-fast world of social media. Regardless of social media channel, reaction time is paramount. Social Bakers released a study that found the average wait time on social media is nine hours. Follow on Twitter: @Hyken.

Social Media 87

Social Media Self Service Customer Service Marketing 87

Comm100

NOVEMBER 8, 2017

This is because every time a customer makes repeat contact with your business over an issue that wasn’t properly solved the first time, their satisfaction and likelihood of becoming a repeat customer drops significantly. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Customer Service 106

Customer Service Tips Average Handle Time Communication 106

Comm100

AUGUST 21, 2018

Wait Time – How long are your visitors kept waiting before a live chat session starts up? Chatbots should keep user wait time for bots and live chat agents low. Last year, the average wait time was 37 seconds. Response Time – How quickly is your chatbot responding?

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

Comm100

AUGUST 21, 2018

Wait Time – How long are your visitors kept waiting before a live chat session starts up? Chatbots should keep user wait time for bots and live chat agents low. Last year, the average wait time was 37 seconds. Response Time – How quickly is your chatbot responding?

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

Stella Connect

JANUARY 25, 2018

Regardless of how your performance management program is structured, every coaching, QA, and customer service training session should advance the goal of creating brand, policy, and product experts (aka “brand superheroes” ) with the authority and confidence to resolve any customer issue.

Self Service 40

Self Service Trends Customer Service Contact Center 40