ShepHyken

SEPTEMBER 14, 2020

Each week I read a number of customer service and customer experience articles from various resources. 12 Ways to Celebrate Customer Service Week by Vanessa Brangwyn. While many people think this is a celebration about our customers, it is just as much a celebration about our people who take care of our customers.

Customer Service 85

Customer Service Net Promoter Score eBook B2B 85

Comm100

NOVEMBER 30, 2017

So you’ve decided to move your customer service team into the 21st century, getting them ready to chat for the first time. You could simply give technical training on the new system, then let your agents loose. You could simply give technical training on the new system, then let your agents loose. Congratulations!

Training 102

Training Customer Service eBook Tips 102

ShepHyken

DECEMBER 23, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Pet Peeves That’ll Make Your Customers Cringe in 2020 by SmarterCX Team. My Comment: When it comes to customer service and experience, what drives you crazy?

Customer Service 100

Customer Service eBook Trends Tips 100

ShepHyken

JANUARY 14, 2019

Each week I read a number of customer service and customer experience articles from various resources. Ten top tips for building a customer-driven company in 2019 by cp2experience. My Comment: Here’s a list of ten strong tips to help you and your organization become more customer focused. Of course you are.

Customer Journeys 92

Customer Journeys Customer Service Sports eBook 92

ShepHyken

MARCH 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Three Common and Enormous Mistakes Companies Make with Customer Experience (CX) Programs by Augie Ray. Biggest Pitfalls with Customer Service AI…. Here are my top five picks from last week.

Customer Journeys 78

Customer Journeys Customer Service e-support Self Service 78

Comm100

DECEMBER 19, 2017

Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

ShepHyken

JANUARY 21, 2019

Each week I read a number of customer service and customer experience articles from various resources. My Comment: AI has been creating “quite a stir” in the customer service and support world. Comcast is a great case study on how a big company goes about turning around its customer service reputation.

Customer Service 68

Customer Service eBook Case Study Social Media 68

Up Your Service

FEBRUARY 8, 2020

Ron Kaufman, number one Global Guru in Customer Service. We are honored and pleased to share our founder, Ron Kaufman , has been awarded the #1 ranking Customer Service Global Guru in 2020, 2019, and 2018. At Uplifting Service , we believe everyone can step UP and TAKE ACTION to make the world better every day.

Customer Service 69

Customer Service eBook Leadership Meeting 69

Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0:

Technology 120

Technology Customer Service Gamification Wireless 120

ShepHyken

JANUARY 29, 2020

If you liked it, you can preorder the book through my website, which will get you immediate access to the eBook free of charge, along with another special gift. So you see, you have many resources at your disposal to help you create an amazing customer experience. For information, contact 314-692-2200 or www.hyken.com.

eBook 152

eBook Video Customer Service Training Sales 152

ShepHyken

MAY 15, 2017

Each week I read a number of customer service and experience articles from various online resources. There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. . Josh Linkner) In these highly competitive times, it’s become increasingly difficult to hold onto customers.

Customer Service 69

Customer Service Airlines eBook Loyalty 69

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Strategy 226

Strategy Customer Experience How To Effort Score 226

Comm100

MAY 10, 2018

If you work in customer service, chances are you know the signs of a complaining customer. Fortunately, as Bonigala notes, “These kinds of people are actually good for the company, because they expose holes in your customer service process that can be exploited.”. Optimize Your Customer Complaint-Handling System.

Customers 201

Customers eBook Policies Customer Service Training 201

Comm100

NOVEMBER 21, 2017

Technical support and customer service is not a picnic. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team.

How To 0

How To Customer Service Training Training eBook 0

Comm100

OCTOBER 25, 2017

Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around the internet.

Customers 313

Customers Customer Service Ecommerce eBook 313

ShepHyken

NOVEMBER 21, 2016

Each week I read a number of customer service articles from various online resources. Surprises Await When You Pretend To Be Your Own Customer by Steve DiGioia. Steve DiGioia) Stop complaining about your customers. My Comment: CustomerGuage has released an “eBook” about the power of NPS (Net Promoter Score).

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

ShepHyken

JULY 25, 2016

Each week I read a number of customer service articles from various online resources. The omni-channel strategy for customer service part 1: email by Heerd. My Comment: Email is still a viable way to communicate with customers. My Comment: One way to improve the customer experience is to personalize it.

Omni-Channel 48

Omni-Channel Customer Service B2C eBook 48

Comm100

OCTOBER 30, 2017

We’d love to hear what your go-to gift is for your customers this year! Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team.

Fashion 209

Fashion eBook Social Media Customers 209

Comm100

NOVEMBER 8, 2017

You want your live chat customer service experience to be top notch, so it’s no wonder you want the best and the brightest for the job. How can you tell who will treat your customers with kindness and compassion – who will work diligently to provide them with the solutions and the support that they are reaching out for?

Customer Service 105

Customer Service Tips Average Handle Time Communication 105

ShepHyken

OCTOBER 9, 2017

Each week I read a number of customer service articles from various online resources. They care about their customers. And, from the story in this article, they give their customers a chance to make things right with dignity and respect. My Comment: I’m a big fan of Stella Service and what they do.

Customer Service 41

Customer Service eBook CRM Customer Service Training 41

ShepHyken

JULY 18, 2018

Or it can be something digital like an eBook, special report, or a video. As long as it has some value to the customer – and that there are “no strings attached.”. So, what can you give away that your customers will appreciate? You don’t have to be a big company like a Spotify or Pandora to offer up something free.

Advertising 86

Advertising eBook Tips Customer Service Training 86

ShepHyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. My Comment: Customer service starts on the inside, starting with employees. My concept of The Employee Golden Rule is about treating employees the same way you treat customers, if not even better.

Customer Journeys 19

Customer Journeys Customer Service Social Media eBook 19

Comm100

JUNE 19, 2018

We’re starting off with the opening keynote of Tuesday, May 22nd – “Inspiring Customer Service Excellence” from Ernesto Salas, Business Programs Senior Facilitator at the Disney Institute. So, following Ernesto/Sergio’s example, should you ask your employees to adopt an alias, in an effort to improve customer service?

Contact Center 101

Contact Center Entertainment eBook Culture 101

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Give the service agent the floor.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

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. MYTH – Great customer service starts with understanding the customer is always right. I’m talking about customer silence.

Customer Service 0

Customer Service Policies Communication Training 0

Comm100

JUNE 26, 2018

Many companies have now started to realize that excellent customer service is essential to the success of the business. The question though, is how you go about training your teams to achieve those goals. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

How To 106

How To Training Culture Customer Service Training 106

ShepHyken

SEPTEMBER 30, 2019

Each week I read a number of customer service and customer experience articles from various resources. GetFeedback) NPS, CES, and CSAT are customer loyalty metrics. There are many ways to use video; onboarding your customer, video tutorials for customer support, content marketing, and many more.

Customer Service 17

Customer Service eBook Contact Center NPS 17

Comm100

NOVEMBER 3, 2017

The truth is that you can’t successfully apply a blanket social media training approach to everyone who will be participating in your social media strategy – the ideal team is going to have participants from many departments involved, fulfilling different functions. Training should also cover social media best and worst practices.

Social Media 113

Social Media Course Training Marketing 113

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

Comm100

OCTOBER 23, 2017

Out of the office, your hardworking customer service agents may be caught up in the Halloween scramble. But in the office, they are working tirelessly to bring satisfaction and happiness to your valued customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Customer Service 28

Customer Service Customer Service Training Training Groups 28

Comm100

OCTOBER 8, 2016

To solve this common issue, you can create free educational and training materials for your customers; this can increase their engagement with your services and produce loyalty as a result. Give customers one-on-one attention. Make customer service channels easy to reach and use. Special Reports. 52% of U.S.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

LiveChat

SEPTEMBER 1, 2016

The lack of proper customer service training plan can lead to a bunch of support problems. If you don’t train agents properly, you can’t expect good customer service results. Agents that are not trained will often feel that their skills are not that valuable, leading to higher turnover rates.

Customer Service Training 47

Customer Service Training Training Customer Service Tips 47

ShepHyken

JUNE 29, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Actionable Customer Experience Statistics For 2020 by Daniel Newman. Excellence in customer service in the new normal by Jeff Wolf. Here are my top five picks from last week. But there’s more.

Net Promoter Score 12

Net Promoter Score Customer Service Retail eBook 12

ShepHyken

AUGUST 20, 2018

I’ve spent my professional career teaching companies and individuals how to provide amazing customer service and a customer experience (CX) that would keep customers coming back and help their businesses to grow and thrive. But today, customers expect more. They know what good service looks like and they expect it.

Self Service 80

Self Service Industry Banking Video 80

Up Your Service

FEBRUARY 5, 2020

Last year in Toronto, Canada, I was being recognized as the #1 Customer Service Global Guru. Ron Kaufman is the New York Times bestselling author of “UPLIFTING SERVICE: The Proven Path to Delighting Your Customers, Colleagues and Everyone Else You Meet”, and is the founder of Uplifting Service.

Leadership 52

Leadership eBook Culture Connections 52

Comm100

NOVEMBER 14, 2017

When you are doing your job well, knowledge matters – and in the customer service industry, that is even truer than in others. The service sector as a whole has experienced steady but sustained growth over the past decade (approx. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Resources 109

Resources Customer Service Customer Service Training Course 109

ShepHyken

OCTOBER 21, 2019

Each week I read a number of customer service and customer experience articles from various resources. CustomerGauge) In our latest eBook, we asked some of the top CX experts and influencers to discuss how B2B companies they’ve worked with have revolutionized their customer experience. ” BONUS VIDEO.

Customer Service 79

Customer Service eBook B2B CRM 79