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? This exercise, as simple as it sounds, was her way of creating a process improvement initiative that has been wildly successful.

Customer Service 157

Customer Service How To Exercises Customer Service Training 157

ShepHyken

JANUARY 20, 2021

Identify: If you haven’t already done a journey map of what your customers experience as they do business with you, it’s time to do it. The good news is that if you haven’t done it yet, you don’t need to get to the level of detail you normally would for this exercise. This is the type of exercise that is not a “one and done.”

Customer Service 157

Customer Service Customer Journeys Exercises Touchpoint 157

ShepHyken

NOVEMBER 9, 2023

She writes about the five ways to become an effective and efficient customer service manager. Perhaps you’re thinking of trying to move up the ranks of your organization to become a customer service manager, or perhaps you already are one but want to hone your skills. Either way, this article is for you.

Customer Service 55

Customer Service Management Exercises Leadership 55

Brad Cleveland Blog

FEBRUARY 14, 2020

Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a plan that’s really not put to use. Avoid these five common pitfalls, discussed in my LinkedIn Learning Course “Customer Service … It’s called doing things.” ” He makes a great point.

Customer Service Strategies 20

Customer Service Strategies Strategy Customer Service Airlines 20

CSM Magazine

MAY 9, 2024

Navigating Difficult Conversations Conversations with vulnerable customers may often touch on sensitive subjects and personal hardships, making them inherently challenging. A key strategy is to establish clear, open lines of communication from the outset.

Engagement 52

Engagement Exercises Customer Confidence Training 52

Interactions

MAY 28, 2020

So how can businesses redefine their customer experience or customer service strategy to fit this world? If customer experience surpassed brand and product in terms of importance to buyers in the past decade, empathy and care is certainly going to be the theme of the next few years. Were they charitable?

Customer Journeys 83

Customer Journeys Self Service Strategy Multi-Channel 83

ProProfs Chat

APRIL 5, 2019

Every brand in the market wishes to revamp its customer support strategies after a certain period of time. No wonder we come across so many articles online that speak of various strategies that organizations can implement to improve their customer service. Lindsay is the Founder CEO of Customer Thermometer.

Strategy 93

Strategy Chatbots Self Service Customer Centricity 93

Comm100

OCTOBER 8, 2016

Building strong relationships with your customers to keep them hooked for the long-term is the best way to combat customer dissatisfaction in a competitive marketplace. For this reason, we’ve compiled a list of 15 customer retention strategies that can ease your pain and help you develop reliable, long-term customer loyalty.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

ShepHyken

AUGUST 1, 2023

One of the regular assignments for their employees is to share examples of how they created a Moment of Magic® for a customer or colleague. Here is a great example of the power of this exercise and impress your customers. They do short write-ups and share them with their managers. Connect with Shep on LinkedIn.

Hotels 117

Hotels Travel Exercises Customer Service Training 117

ShepHyken

JUNE 27, 2023

My comment: This is customer service 101. And when you combine friendly service with a great product, price becomes even less relevant. That doesn’t mean you can’t find ways to simplify the customer experience, your internal processes, and more. Sell it at a fair price. Be nice to everyone. It’s the basics.

Exercises 121

Exercises Touchpoint Customer Service Training Customer Service 121

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back.

Company 72

Company Fashion Customer Service Training Comparison 72

Lumoa

SEPTEMBER 11, 2023

And the only way to keep them coming back for more is to provide a customer experience that they would like to revisit. In customer experience, as with any other business endeavor, failure to plan is planning to fail. That’s why customer experience strategy plays such an essential role in determining how well a business performs.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Lumoa

SEPTEMBER 11, 2023

And the only way to keep them coming back for more is to provide a customer experience that they would like to revisit. In customer experience, as with any other business endeavor, failure to plan is planning to fail. That’s why customer experience strategy plays such an essential role in determining how well a business performs.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Comm100

NOVEMBER 3, 2017

In order for your social media strategy to work, it’s important that your team be onboard with what you are trying to achieve, and have the knowledge and resources to help you achieve it. This approach helps when consistency of strategy or voice is a concern. Introduction. Where to Start.

Social Media 115

Social Media Course Training Marketing 115

Call Experts

AUGUST 11, 2022

Start thinking about customer service strategies and making adjustments as necessary. Take feedback to heart and re-evaluate your holiday customer service protocol. Always make sure your customers are acknowledged and heard. Try to get some exercise during the holiday season. Communication Is Key.

Tips 52

Tips Exercises Contact Center Entertainment 52

Call Experts

AUGUST 11, 2022

Start thinking about customer service strategies and making adjustments as necessary. Take feedback to heart and re-evaluate your holiday customer service protocol. Always make sure your customers are acknowledged and heard. Try to get some exercise during the holiday season. Communication Is Key.

Tips 52

Tips Exercises Contact Center Entertainment 52

ShepHyken

SEPTEMBER 23, 2020

We’re just out there to get some exercise and have fun. What does this have to do with customer service and business? Let’s say you have a customer that is upset. You use your best customer service techniques to calm them down and resolve their problem. That rebound gives you another shot at making a goal.

Effort Score 130

Effort Score Exercises Travel Customer Service Training 130

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. Follow on Twitter: @Hyken.

Hospitality 67

Hospitality Exercises Customer Service Training Examples 67

Customer Bliss

AUGUST 3, 2018

How Net Promoter Companies Thrive in a Customer-Driven World. Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. 7 Customer Experience Insights You Can Apply to Your Organization. Understand How to Develop Customer Loyalty. Focus more on your own people and teams.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

CSM Magazine

JANUARY 4, 2023

So you’ve worked out the kinks in your services and product offerings, but what about your customer service? Good customer service is an absolute must for any business hoping to do well in today’s hyper-competitive market. This data can be invaluable for creating tailored customer experiences.

Customer Experience 52

Customer Experience How To Trends Tools 52

CSM Magazine

AUGUST 30, 2018

During my customer service career, I have often heard the statement – “It doesn’t matter what I think, no one’s listening to what I have to say anyway.” Here are three reasons not to take your customer service heroes for granted. Not everyone is capable of servicing customers. Take on their duties.

Exercises 40

Exercises Customer Retention Retail Customer Service Strategies 40

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

ShepHyken

OCTOBER 6, 2017

When you’re working in customer service, difficult customers are a part of your job. I’m not just talking about the occasional angry customer. Some customers will show racism, sexism, others might even try to hit on you. . – Shep Hyken. You can find plenty of different techniques online.

Hospitality 127

Hospitality Exercises Tips Customer Service 127

CSM Magazine

APRIL 28, 2016

Customers are impacted by your internal processes. How well your processes are constructed determine the level of service received by your customer. Hand off points and delays become clearly visible during this exercise. Customer communication points can be identified. Process cycle time can be determined as well.

Customer Retention 40

Customer Retention Guidelines Exercises Feedback 40

Talkdesk

MAY 11, 2016

All this is great, but how does that play with customer service? Many companies use the Net Promoter Score® (NPS) to convert customers’ qualitative reactions into actionable data. Net Promoter Score (NPS) is a commonly used tool for assessing customer loyalty that was introduced in a 2003 article in the Harvard Business Review.

Call Center 40

Call Center NPS Net Promoter Score Effort Score 40

Think Customers

APRIL 26, 2021

We don’t see this as a 2021 exercise, COVID will be with us for a while.” Plan for a long-term solution. More and more vaccine experts, scientists, and public health officials are warning that the COVID-19 vaccine is not a one-time event. “We Ignasinski noted.

Customer Experience 59

Customer Experience Healthcare How To Retail 59

SmartKarrot

FEBRUARY 21, 2022

Resolve customer queries and bespoke customer situations via phone and email. Collaborate with your team and across teams to improve customer service strategies through reports and creative thinking. Ensure that all customer accounts comply with AML/CTF and KYC obligations.

Customer Success 19

Customer Success Case Study Roadmap Exercises 19

delighted

OCTOBER 5, 2021

Have you ever experienced amazing customer service that went above and beyond your expectations? Imagine being able to deliver that kind of experience to your customers on a regular basis. Outstanding customer service interactions are capable of producing fierce brand loyalty in a short period of time.

Metrics 89

Metrics Net Promoter Score Customer Service Effort Score 89

Service Untitled

NOVEMBER 6, 2009

Service Untitled The blog about customer service and the customer service experience. Where exactly escalations originate from depends a lot on the particular company and how its customer service organization is setup. Staying in touch with the customers. Focusing on strategy.

Policies 40

Policies Exercises Travel Customer Service 40

Service Untitled

AUGUST 30, 2010

Service Untitled The blog about customer service and the customer service experience. Elizabeth used to spend countless hours replying to customers and answering questions by email; so much time that she didn’t have time for her own family, so what did she do? There are no. It sounds very efficient.&#

Social Media 42

Social Media e-support Customer Satisfaction Exercises 42

ShepHyken

SEPTEMBER 19, 2018

We do an exercise in our customer service workshops. 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.

Hotels 23

Hotels Exercises Conference Customer Service Training 23

Michel Falcon Experience

OCTOBER 21, 2019

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. These companies are focused on customer acquisition through PPC, Facebook ads, expensive sales seminars, influencer marketing and more.

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

ProProfs Chat

JANUARY 29, 2020

Most brands today are transforming by opting to go beyond the traditional call centers and embracing multi-channel customer service channels, to help customers reach out to them with convenience. But, why is that so, and what exactly is multi-channel customer service? What Is Multi-Channel Customer Service?

Multi-Channel 98

Multi-Channel Customer Service Social Media Self Service 98

Magellan Solutions

APRIL 4, 2024

Meet the future of customer service: live chat agents! In a world where instant gratification reigns supreme, customers demand personalized experiences like never before. Imagine if nearly two-thirds of your customers were more inclined to keep doing business with you. What are Live Chat Agents? But that’s not all!

Wait Times 52

Wait Times Guidelines Exceptional Customer Service Competitive Advantage 52