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

Who's Your Gladys?

DECEMBER 2, 2014

Coffee keeps me functioning and my dogs keep me walking, aka getting the exercise I need to stay healthy. Customer Service Dissatisfied customer Lori Jo Vest Who''s Your Gladys? customer service article customer service training defective product returns'

Policies 198

Policies Customer Service Exercises Customer Service Training 198

Comm100

AUGUST 29, 2021

As storefronts have evolved, so too has customer service. Now more than ever, customers are empowered to expect more from businesses and get more in return. Customers expect flexibility across channels and a consistent experience no matter how they reach out. Be customer centric. Putting it all together.

Omni-Channel 130

Omni-Channel Customer Service Strategies Training Customer Service 130

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

Who's Your Gladys?

FEBRUARY 4, 2015

Customer service is like exercise – do it right, and you’ll see results. If it was, everyone would have six-pack abs and a stellar service culture. Want to pass the customer service fitness test? Customer Service Articles customer service training' It’s that simple.

Customer Service 100

Customer Service Exercises Customer Service Training How To 100

ShepHyken

AUGUST 28, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: Many have said that customer service and CX are the new branding. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 62

Customer Service Customer Journeys Customer Satisfaction Social Media 62

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

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

APRIL 28, 2021

This is a great customer service training lesson. So, he calls the dealership’s customer service number, which was actually a support center for all of that brand’s dealerships in the U.S. But you knew that, and let’s all assume the customer service agent knew it, too. He bought a new car.

Transportation 174

Transportation Customer Service Training Exercises Training 174

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

MARCH 14, 2022

Each week I read many customer service and customer experience articles from various resources. Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience by Tobias Komischke. If you haven’t done this exercise before, it’s time. Here are my top five picks from last week.

Customer Journeys 73

Customer Journeys Customer Service Call Center Entertainment 73

LiveChat

FEBRUARY 15, 2016

And, as you can expect, it’s not easy to compensate these customers for it. Other words, every single customer service agent is responsible for how customers perceive your brand. One bad experience can ruin your reputation since angry customers are twice as much likely to inform their friends about it.

Customer Service Training 28

Customer Service Training Training Customer Service Exercises 28

ShepHyken

AUGUST 8, 2018

Some people are just naturally good at providing great customer service. Just a few weeks ago I went through an exercise and one of the questions was about my “entrepreneurial DNA.” I realized that there was a point in my life that I could look back and say, “That’s when I knew I was passionate about taking care of customers.”

Customer Service 87

Customer Service Exercises Customers Banking 87

ShepHyken

SEPTEMBER 23, 2019

Each week I read a number of customer service and customer experience articles from various resources. How To Tell If A Customer Service Agent Will Help You by Christopher Elliott. After all, the title is “How to Tell if a Customer Service Agent Will Help You.”

Customer Journeys 99

Customer Journeys Customer Service B2B Social Media 99

Vonage

JANUARY 27, 2016

If you want to improve customer service quality, every decision needs to be made with clients in mind. This is not the way to improve customer service quality! Physical exercise? Obviously not to improve customer service quality. Key learning point to improve customer service quality.

Customer Service 120

Customer Service Airlines Hotels Exercises 120

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

ShepHyken

JANUARY 15, 2020

For some cases, you may consider repeating these training exercises and drills every six months. Get the process on paper and train… and then train again. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. So, make your list. Follow on Twitter: @Hyken.

Training 152

Training Customer Service Training Exercises Course 152

ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. SeesionStack) In this blog post, I’ll focus only on the role customer support plays in a successful marketing strategy.

Customer Journeys 104

Customer Journeys Customer Service Employee Engagement Exercises 104

ShepHyken

OCTOBER 21, 2020

Even though I want you to think beyond your competition, you should still do the exercises in this step and the next. You must be able to keep up with your competition, and this exercise helps. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Exercises 152

Exercises B2C B2B Customer Service Training 152

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.

Customer Journeys 93

Customer Journeys Customer Service Sports eBook 93

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

ShepHyken

SEPTEMBER 23, 2020

This is hardcore cardio training with some friendly competition worked in, which makes for an exhilarating workout. 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. Instead, they miss that opportunity.

Effort Score 130

Effort Score Exercises Travel Customer Service Training 130

Micah Solomon

OCTOBER 23, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. It’s the bedrock upon which a properly designed and focused customer experience should rest.

Culture 49

Culture Customer Service Company Hospitality 49

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

ShepHyken

JULY 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. Traditional vs. frictionless payments: Will customers trade security for convenience? If you haven’t gone through the journey map exercise, this article will get you started. by Pat Shea.

Customer Journeys 56

Customer Journeys Customer Service Retail Exercises 56

ShepHyken

SEPTEMBER 7, 2022

In our customer service workshops , we do an exercise in which we ask participants what their favorite companies are to do business with and why. When a customer places an order, he or she is immediately notified by email. For questions, please contact me at extension 114 or call our customer service team at 800-820-4722.”

Communication 72

Communication How To B2C Exercises 72

ShepHyken

JANUARY 1, 2020

I’m going to break away from my typical articles about customer service and experience and get personal. I have a little two-part exercise for you to do. The second part of the exercise is to create a plan to repeat them. Personal goals about working out and losing weight seem to be the most popular.

Exercises 109

Exercises Customer Service Training Training Customer Service 109

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 288

Strategy Customer Experience How To Customer Journeys 288

ShepHyken

OCTOBER 26, 2016

A customer service book, written by your employees, featuring great customer service experiences, for both internal customers and external customers. One of the most popular exercises we share with our clients is something called the Moments of Magic Card®. But, not just any book.

Customer Service 48

Customer Service Exercises Customer Service Training Culture 48

Myra Golden

SEPTEMBER 28, 2017

I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used.

Training 53

Training Customer Service Exercises Travel 53

ShepHyken

JANUARY 18, 2017

Recently one of our subscribers asked me, what traits a person must possess to deliver a good customer service experience. I asked if this was for a customer support rep, and he said no. There is an exercise we occasionally do in our workshops. He was hiring for his IT department. All of the above and more.

Customer Service 48

Customer Service Exercises Customer Focused Customer Service Training 48

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Email Writing: 3 elements of a great email customer experience.

Customer Service 53

Customer Service Training Course Customer Service Training 53

Comm100

NOVEMBER 3, 2017

How are you supposed to find social media training activities and courses that will bring everyone up to speed? The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Where to Start.

Social Media 113

Social Media Course Training Marketing 113

ShepHyken

FEBRUARY 6, 2019

My job is to talk to them about customer service. It was Tony Hsieh’s book that inspired Hopkins to write his own culture book, which is a great exercise for an organization to consider. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Culture 110

Culture Exercises Customer Service Training Brand Values 110

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Email Writing: 3 elements of a great email customer experience.

Customer Service 40

Customer Service Training Customer Service Training Course 40

ShepHyken

OCTOBER 17, 2016

Each week I read a number of customer service articles from various online resources. The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres. Drift) When it comes to being customer-driven, there’s a difference between treating people right and doing everything that people ask.

Customer Service 48

Customer Service Customer Journeys Tips Loyalty 48

Vonage

APRIL 6, 2016

Once again, rate the quality of service you receive. I’ll bet the service you get from the second group of calls is friendlier, more thorough and uplifting for you – and for the service provider. This little exercise shows how easy it is to improve customer experience by adding a personal touch. Your Service.

Customer Experience 120

Customer Experience Exercises Connections Culture 120