ShepHyken

DECEMBER 18, 2019

Create your customer service mantra. The mantra is a simple phrase—one sentence or less—that sums up your customer service culture. For example, ours at Shepard Presentations is “Always Be Amazing.” Customers love when the places they do business with give back. Customers love relevant information.

Customer Service 123

Customer Service Customer Experience Tips Social Media 123

ShepHyken

AUGUST 8, 2023

On a scale of one to 10, how likely are customers and employees to yawn during a meeting or presentation? You’ll get a smile and your customers will know that you are thinking of them and always looking for ways to improve their eXperience. YX is for the yawn experience. Connect with Shep on LinkedIn.

Customer Service Training 117

Customer Service Training User Experience Customer Experience Employee Experience 117

ShepHyken

MAY 9, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Experience Conundrum: Fix Bad Experiences or Make Good Ones Better? Are your customers coming back out of true loyalty, habit, or some other reason? Tips to Providing Excellent Customer Service by Abdul Mooez.

Customer Service 67

Customer Service Tips e-support Loyalty 67

ShepHyken

DECEMBER 19, 2023

If I asked 10 people who they thought could be planet Earth’s most customer-centric company, I bet a majority would have the same answer. For now, you can guess. Cindy, from my office, had a customer service issue. While there was a live agent option, it wasn’t presented until later. And this part is important.

Omni-Channel 86

Omni-Channel Customer Centricity Company Self Service 86

ShepHyken

MARCH 23, 2022

It’s about being present, as in in-the-moment, and realizing what you can, can’t, should, or shouldn’t do. In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again I cover the concept of being nice. After all, isn’t that a big part of customer service? They aren’t about talent.? .

Customer Service Training 126

Customer Service Training Course Customer Service Training 126

ShepHyken

MAY 18, 2022

That said, the cast members are trained to enthusiastically answer either question as if it were the first time they ever were asked. . The lesson is simple and reminds me of what I share in our customer service workshops: “No question is a dumb question.” Why didn’t he say that in the first place? It’s okay.?And

Customer Service Training 120

Customer Service Training Training Customer Service Communication 120

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. Then it was my turn to speak. Connect with Shep on LinkedIn.

Meeting 62

Meeting Management Customer Expectations Customer Service Training 62

ShepHyken

FEBRUARY 17, 2021

And, if you focus on 1% (or more) again and again, over time you will make big improvements that will have a positive impact on your customers, employees, internal processes, and your bottom line. The article she was referring to was written almost 10 years ago and was about the concept I refer to as the ER strategy.

Strategy 145

Strategy Customer Service Training Groups Customer Service 145

ShepHyken

DECEMBER 15, 2021

This translates to the customer experiencing a lower level of service, and in some cases, quality. Our colleague at Shepard Presentations refers to it as customer service on a diet. . Gather your team and brainstorm the answer to this simple question: “Where can we cut costs that our customers won’t notice?”

B2C 125

B2C B2B Customer Service Training Customers 125

ShepHyken

AUGUST 31, 2022

So, why is this important to the world of customer service and customer experience? . I recently presented a customer service keynote speech for a company event at Gershman Investment Corp. That was the setup for an exercise we did in the middle of the presentation. Pigasus is a flying pig.

Hospitality 67

Hospitality Exercises Customer Service Training Examples 67

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out. Follow on Twitter: @Hyken.

Culture 108

Culture Customer Centricity Sports Customer Service Training 108

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. And, once in a while, when the opportunity presents itself, go for “above and beyond.” To me, that’s what “delight” is about.

Customer Service 76

Customer Service Airlines CRM Social Media 76

ShepHyken

APRIL 23, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret To Superior Customer Experience by Denise Lee Yohn. Forbes) It’s no surprise that greater employee engagement leads to better customer experience (CX). CustomerThink) Are you a list maker?

Customer Service 79

Customer Service Employee Engagement Study Conference 79

ShepHyken

AUGUST 21, 2019

If you’ve ever seen one of my speaking presentations, you’ve most likely heard my story about my favorite cab driver. It is an example of excellent customer service. It’s time—and you must get customer-focused ! Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Experience 129

Customer Experience Insurance Customer Focused Customer Service Training 129

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. Arming employees with knowledge and training is key. What fascinates me is the high relatability factor of the myths they present. BUSTED – Silence is the customer service killer.

Customer Service 0

Customer Service Policies Communication Training 0

ShepHyken

JULY 26, 2017

Customer service is the same way. In some of the workshops we present on service, there is an exercise where we ask the audience members to come up with the most common complaints they hear from customers. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

Exercises 94

Exercises Video Policies Customer Service Training 94

ProProfs Chat

MAY 1, 2020

Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. You need to take into account their expectations, needs, and final feedback for your services to create an excellent customer service training program. Source: Mckinsey.com.

Customer Service Training 85

Customer Service Training Training Customer Service e-support 85

ShepHyken

APRIL 5, 2017

Upon completion of the survey he was sent a $15 coupon to print out for the next service call, which he must provide at the time of the next service. Why is the onus on me to save the coupon for 6 months and to remember to present it to the repair person? We’ll remember to apply it to the next service call.

Customer Service Training 88

Customer Service Training Customers Survey Customer Service 88

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

DECEMBER 20, 2017

According to the Five9 Customer Index 2017 report , 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. Our customers are smarter than ever, at least as customer service is concerned. This is huge.

Customer Service 109

Customer Service Competitive Advantage B2C Culture 109