ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: For those in the customer support world, this article is for you. AHT, as in average handle time, is a metric used to measure the average length of time for a customer support call. If so, read this article.

Customer Service 65

Customer Service Contact Center Average Handle Time Customer Service Strategies 65

Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? 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 Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

ShepHyken

AUGUST 5, 2020

What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? Is it people who aren’t properly trained or don’t have the right people skills? Diane is president and regional general manager at Univision.

Customer Service 158

Customer Service How To Exercises Customer Service Training 158

ShepHyken

MARCH 16, 2022

Not only does this happen in physics, but it also happens in business, specifically when there is bad customer service or a bad customer experience (CX). So, with that, I bring you Shep’s Law of Customer Service , which is: . And mistakes don’t count if they are managed well. Follow on Twitter: @Hyken.

Customer Service 121

Customer Service Customer Service Training Customers Customer Experience 121

ShepHyken

JULY 19, 2023

At a recent customer service presentation, the speaker who preceded me said that we must do better than simply meeting our customers’ expectations, and he shared some stories of truly amazing service experiences. Every interaction customers have with you or your company gives them the opportunity to form an impression.

Meeting 62

Meeting Management Customer Expectations Customer Service Training 62

ShepHyken

JUNE 20, 2023

Miller eventually bought tickets, and Scott Anderson, managing director of the games, promised it wouldn’t happen again. There is the soft-skill side of customer service, being friendly and empathetic. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 67

Customer Service Customer Service Training Travel Entertainment 67

ShepHyken

APRIL 13, 2022

Just out of college I started my career as a customer service expert. It was a chosen profession that had its roots in something that happened to me when I was younger, an event that caused me to become obsessed with customer service. . These lessons laid the foundation that ignited my passion for customer service.

Self Service 131

Self Service Customer Service Customer Focused Customer Service Training 131

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. Small Business Trends) Customer service in the U.S.

Customer Service 90

Customer Service Social Media Tips Multi-Channel 90

ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

How To 628

How To Automotive Competitive Advantage Customer Service Training 628

ShepHyken

NOVEMBER 25, 2020

Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” Leadership defines the customer service and CX vision for everyone to follow. You may care about your customer, but does the customer know it? Happy Thanksgiving!

Customer Service 144

Customer Service Leadership Training Customer Service Training 144

ShepHyken

JUNE 13, 2023

The point is that we validate our decisions based on our experiences in both our personal and professional lives. So, let’s take it to the customer service and CX world. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Management 75

Management Interaction Customer Service Training Customer Service 75

ShepHyken

OCTOBER 3, 2023

I’ve said it before – I don’t agree with the saying that the customer is always right. Actually, I believe in the opposite, and it’s one of the concepts we teach in our customer service training workshops. It is this: The customer is NOT always right. … Connect with Shep on LinkedIn.

Customer Service Training 152

Customer Service Training Training Customers Customer Service 152

ShepHyken

JANUARY 11, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Measure Your Customer Experience Maturity by Sharon Florentine. 10 Important Components of a Social Media Customer Service Strategy by VHT MARKETING. The case is made in the first paragraph.

Social Media 93

Social Media Customer Service Guidelines Loyalty 93

ShepHyken

MARCH 12, 2024

The personality comes from the top and makes its way through the entire organization, eventually being felt by the customers. Manage Every Moment: I have always been a huge fan of Jan Carlson’s Moments of Truth concept, in which every interaction a customer has with a company is an opportunity for them to form an impression.

Advertising 150

Advertising Customer Service Training Interaction Customer Experience 150

ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. Here are my top five picks from last week.

Customer Service 72

Customer Service Metrics Social Media Retail 72

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. Which is Your CX Priority: Satisfied Customers or Profit? LinkedIn) What should your ultimate goal be when designing your customers’ experiences? This article reminds of this strategy.

Customer Service 118

Customer Service Leadership Ecommerce Culture 118

Integrity Solutions

OCTOBER 27, 2021

In a world where customers have more options available to them — and more ways to vent frustrations publicly — you can’t afford to drop the ball on excellent customer service. Last week was National Customer Service Week , an annual — and now global — event devoted to celebrating the people who make customer service happen.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: We start this week’s Top Five roundup with an interview with customer culture expert Jeff Toister. If they don’t have the skills to support customers when they need it, they’re going to continue to lose them.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

MAY 23, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Experience Leaders Can Learn from Baseball by Lynn Hunsaker. 3 Common Customer Complaints and How to Address Them by DP Taylor. 3 Common Customer Complaints and How to Address Them by DP Taylor.

Customer Service 64

Customer Service Sports Tips Customer Service Training 64

ShepHyken

SEPTEMBER 12, 2023

As he walked through the restaurant, all the customers who had been watching him through the window gave him an enthusiastic round of applause. As an employer, which employee would you prefer to be taking care of your customers? He came back drenched. Connect with Shep on LinkedIn.

Customer Service Training 145

Customer Service Training Customer Service Training Customer Experience 145

ShepHyken

DECEMBER 14, 2020

Each week I read a number of customer service and customer experience articles from various resources. The 6 Top Customer Experience Trends in 2021 by Julien Rio. The pandemic is a watershed moment for digital transformation in customer service by Vala Afshar. Here are my top five picks from last week.

Customer Service 138

Customer Service e-support Ecommerce Trends 138

ShepHyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter.

Customer Service 64

Customer Service Net Promoter Score Airlines Customer Journeys 64

ShepHyken

AUGUST 8, 2023

For example, there is UX, or user experience , which is the experience the customer has with your products and services. Here are some others that you may have heard of: EX is to employees as CX is to customers. The employee experience is an important experience to manage. The WX is a very important part of the UX.

Customer Service Training 117

Customer Service Training User Experience Customer Experience Employee Experience 117

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. The lesson: Know who your customer is. Wrong answer!

Sales 142

Sales Customer Service Training Training Customer Service 142

ShepHyken

MAY 30, 2023

2 to manage the wait time new patients experience. How do you handle the friction points in your business to provide a frictionless customer experience? Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Slutsky has masterfully used option No.

Wait Times 154

Wait Times Customer Service Training Customer Service Customer Experience 154

ShepHyken

FEBRUARY 6, 2024

It’s time to come back to a very important topic in customer service and customer experience. It also falls under leadership and management. Her story is an interesting one. Like pulling off the Band-Aid, it may hurt for a moment, but your customers (and employees) will appreciate you more.

Communication 90

Communication Airlines Customer Service Training Leadership 90

ShepHyken

AUGUST 1, 2023

They do short write-ups and share them with their managers. Here is a great example of the power of this exercise and impress your customers. His agent, Katie, referred to as a relationship manager, made a hotel reservation for a trip to Europe to work on a very important court case. That’s why her title is “relationship manager.”

Hotels 117

Hotels Travel Exercises Customer Service Training 117

ShepHyken

JUNE 9, 2021

Whatever the reason, you must know how to handle angry customers. In our customer service training workshops , we provide a number of tactics to manage these difficult customer situations. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Service Training 148

Customer Service Training Customers Training Customer Service 148

ShepHyken

AUGUST 16, 2023

It was her manager’s fault.” The explanation was simple. The manager should never have allowed one employee to run a restaurant that takes a team of people. 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

ShepHyken

JULY 22, 2020

I was on a customer support call with a software company and their rep said, “I’ll need to talk to my manager. Did he just say he would fight his manager to make me happy? This is the customer service rep I want to talk to every time I call the company. Bad service has no place in any company.

Poor Customer Service 162

Poor Customer Service Customer Service Training Software Sales 162

ShepHyken

DECEMBER 8, 2021

I asked the manager why we couldn’t be seated. Rather than deliver a poor customer service experience, they felt it was better to shut down part of the restaurant. When the manager said it would be 10 minutes, that seemed like a reasonable time to wait. Customers love information. The manager made a choice.

Poor Customer Service 147

Poor Customer Service Hotels Customer Service Training Customer Service 147

ShepHyken

JULY 11, 2023

While it’s not their fault and really is out of their control, they could show a sign of effort to manage the problem, even if it isn’t the perfect solution. Instead, see it as an opportunity to show empathy and care for your customers. Come Up With a Solution – This may or may not be possible. A problem may be out of your control.

Hotels 118

Hotels Customer Service Training Course Communication 118

ShepHyken

DECEMBER 28, 2022

Instead, I like setting and resetting my goals for the year, and in my world, those goals focus on delivering an amazing customer service experience. Here are 23 ways to help you and your teams provide an amazing customer experience in 2023. . Manage the first impression. Manage last impressions. Be flexible.

Fashion 131

Fashion Guidelines Policies Customer Service Training 131

ShepHyken

NOVEMBER 7, 2016

Each week I read a number of customer service articles from various online resources. What’s stopping your customers from being loyal? Graham Jones) Most business leaders appreciate that 80% of their profits come from 20% of their customers. 30 Resources Every Customer Success Manager Should Read by Danni Friedland.

Customer Service 124

Customer Service Loyalty Customer Success Resources 124

ShepHyken

AUGUST 17, 2022

It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Anytime a customer comes into contact with a business, however remote, they have an opportunity to form an impression. .

Airlines 131

Airlines Comparison Advertising Customer Service Training 131

ShepHyken

NOVEMBER 3, 2021

Do you consistently train and have daily or weekly huddles where you discuss the service opportunities that were missed in the last day (or week)? . Do you provide ongoing reinforcement or training to keep your employees guest-focused? . These questions are for you and your management team. Follow on Twitter: @Hyken.

Hospitality 166

Hospitality Customer Experience Hotels Feedback 166

ShepHyken

JUNE 4, 2018

Each week I read a number of customer service and customer experience articles from various resources. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. My Comment: The title might surprise you; “Stop Trying to Delight Your Customers.” To me, that’s what “delight” is about.

Customer Service 76

Customer Service Airlines CRM Social Media 76