ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. How do you teach good customer service?

Customer Service Training 52

Customer Service Training Video Training Customer Service 52

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. How do you teach good customer service?

Customer Service Training 52

Customer Service Training Video Training Customer Service 52

ShepHyken

JULY 7, 2021

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.

Customer Experience 150

Customer Experience Customer Service Gamification Interaction 150

Ecrion

JULY 22, 2019

Every year, businesses lose over $75 billion in potential revenue thanks to one thing: poor customer service. And while studies show that about 1 out of every 26 customers complain about poor customer service, over 90% of those dissatisfied customers simply stop working with your business — and never come back.

Customer Service Training 78

Customer Service Training Training Customer Service Customer Journeys 78

ShepHyken

JANUARY 20, 2021

What you need is a bullet point list of all the places customers interact with you. For example, it can be something as simple as the way a phone is answered. Execute: If you take the time to do this right, you’ll have identified a number of interactions. This, by the way, can include people, processes, and even products.

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Customer Service Customer Journeys Exercises Touchpoint 156

ShepHyken

SEPTEMBER 13, 2023

Every once in a while, someone will ask, “What’s the difference between customer service and customer experience?” Customer service really drove the customer experience. A customer could visit a store or business. Or a customer could call a phone number to ask a question, resolve a complaint, etc.

Customer Experience 69

Customer Experience Customer Service Gamification Social Media 69

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.

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Customer Service Training Training Customer Service Contact Center 110

CSM Magazine

NOVEMBER 4, 2019

You need to be aware of your body language and your tone of voice and how both are affecting the perception customers have of you and your company. These are Projection (can people hear you if you are talking to a table of people in a noisy restaurant, for example), Pace (how fast are you talking? The importance of body language.

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Customer Service Training Training Customer Service Hospitality 80

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. Drawing inspiration from my experiences and insights into the evolving dynamics of customer interactions, let’s explore five pivotal strategies that can elevate your small business from being good to unforgettable.

Self Service 76

Self Service Customer Service Airlines Touchpoint 76

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. Through chatbots and empathy simulators are transforming customer service by taking over tasks traditionally done by humans, such as speech recognition, empathy, and decision-making. Connect with Shep on LinkedIn.

Loyalty Programs 76

Loyalty Programs Hotels Customer Service Hospitality 76

Vonage

DECEMBER 13, 2018

Disappointing results on a customer service survey can be more than demoralizing. Build out your broad-based customer service standards and guidelines. . Create a short, bedrock statement of principles: your customer service constitution. Double down on customer service training.

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Survey Customer Service Guidelines Comparison 215

Bill Quiseng

JANUARY 25, 2023

In retail customer service, your people are NOT your most important assets. Ultimately, success in retail customer service is all about interpersonal skills. Ultimately, success in retail customer service is all about interpersonal skills. The right people are.”

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Customer Service Retail Banking Interaction 103

Kustomer

SEPTEMBER 4, 2023

If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past. In this blog, we explore what we really mean by customer service coaching and its role in a successful CX strategy.

Customer Service 98

Customer Service Training Exercises Feedback 98

ShepHyken

OCTOBER 17, 2023

That may be the case for the cat, but it’s not so in the world of customer service. A good customer service rep, salesperson, or anyone interacting with a customer should be curious. The idea of curiosity in customer service is simple. Knowing more is not always best. Ask more questions.

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Customer Service Training Customer Service Interaction Customer relationships 141

Provide Support

SEPTEMBER 18, 2017

Chat etiquette plays a huge role in customer service. Professional and authentic interaction with clients goes far beyond the opportunity to make a sale. It helps to build a lasting relationship with the customer, inspire future communication and create fans and advocates of your brand.

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Examples Customer Service Guidelines Customer Service Training 111

ShepHyken

DECEMBER 6, 2023

In a confrontation with a customer, you have a goal: win the customer , not the argument. I’ve written about this before, and it’s worth coming back to this topic from another angle with a different example. First, an interaction with a customer should never result in an argument.

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Customer Service Training Customers Interaction Customer Service 146

Myra Golden

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. What advice can you give me? Engage with video.

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Training Customer Service Contact Center How To 105

Stella Connect

JANUARY 9, 2018

In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust. Immediate, Personalized Service Recovery.

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Customer Service Training Training Customer Service Management 41

Micah Solomon

OCTOBER 18, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. What is internal customer service–a good, workable definition? Here are three ways to reach Micah: email, chat, web).

Customer Service Training 40

Customer Service Training Training Customer Service Hospitality 40

ShepHyken

JULY 28, 2021

One of the big concepts we teach in our customer service training programs is the concept of Always. This is the backbone of creating customer amazement. For example, your customers might say: “They are always so helpful.”. Often, they are really just one person the customer is interacting with.

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Customer Service Training Training Meeting Customer Service 161

ShepHyken

OCTOBER 9, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: As we head deeper into a digital world where customers interact with companies via AI, how can we create a relationship that establishes trust? Here are my top five picks from last week.

Customer Service 62

Customer Service Airlines Consumers Video 62

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. In an age where products and services are often similar, it’s the memorable and positive interactions that truly distinguish one brand from another. Here are my top five picks from last week.

Customer Service 63

Customer Service Contact Center Average Handle Time Customer Service Strategies 63

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

Customer Service 62

Customer Service Tips e-support B2C 62

Integrity Solutions

FEBRUARY 12, 2021

Most companies like to say they provide great customer service and deliver it with integrity, but what does that really mean? Have you created a customer service strategy that defines those expectations? . For example, do they know not to speak to customers in a bored or impatient tone? By Steve Schmidt.

Customer Service Strategies 79

Customer Service Strategies Strategy Customer Service Company 79

ShepHyken

JANUARY 2, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business. This is where a customer is surprised about the price. by Matt Bertram.

Customer Service 64

Customer Service Loyalty Programs e-support Loyalty 64

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 71

Customer Service Metrics Social Media Retail 71

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 88

Customer Service Social Media Tips Multi-Channel 88

Comm100

DECEMBER 19, 2017

Customers are smarter than before, and most of them already know your products and services intimately, based on online research or referrals, before making a purchase. These enlightened customers demand a certain quality of interaction and service from your company. Customer experience objectives.

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Strategy Customer Experience How To Customer Journeys 287

ShepHyken

MAY 1, 2019

I’ve talked and written about the differences between customer service and the customer experience, also known as CX. Customer service is typically what transpires between people throughout the buying process or when there is a problem. Apple: They are masters at engaging their customers at almost every level.

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Brands Customer Service Self Service Advertising 121

ShepHyken

MARCH 5, 2024

The concert examples are not unlike two companies competing for a customer’s business. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Experience 80

Customer Experience Entertainment Customer Service Training Connections 80

ShepHyken

SEPTEMBER 25, 2019

National Customer Service Week is coming up soon. This is a week to celebrate and appreciate not only our customers, but also the people who make our customers happy. In fact, the original intent was to focus more on employees than customers, but I’m happy to celebrate both. Themselves! Follow on Twitter: @Hyken.

Customer Service 124

Customer Service Social Media Customer Service Training Customers 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. .

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Airlines Comparison Advertising Customer Service Training 130

Call Experts

FEBRUARY 17, 2022

How do you improve customer service? The answer always lies in your customer experience. Great experiences lead to loyal customers who buy more from you in the future. When you take care of customers from start to finish, they will always come back and refer others to your business. Listen to your customers.

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Contact Center Customer Service Self Service How To 98

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!

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Training Customer Service eBook Tips 102

ShepHyken

JANUARY 5, 2022

I love to receive great examples of outstanding customer service. What I share with you today is a great example of personalized and proactive communication. While I provide the lessons, the example comes from one of our subscribers, Dawn Mushill, who shared a letter that BarkBox wrote to one of its customers.

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Customer Experience How To Touchpoint Communication 173

ShepHyken

AUGUST 8, 2023

CX is the abbreviation for customer experience. 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 WX is a very important part of the UX.

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Customer Service Training User Experience Customer Experience Employee Experience 117

ShepHyken

OCTOBER 14, 2022

He shares the importance of developing online training resources for your customer service team and how to implement one for the success of your business. Your customer service team must be an asset to your organization. The best customer service doesn’t have to work together in the same room.

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Training Customer Service Competitive Advantage Customers 71