Who's Your Gladys?

DECEMBER 2, 2014

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

Policies 198

Policies Customer Service Exercises Customer Service Training 198

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Strategy 225

Strategy How To Wait Times Customer Satisfaction 225

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. – Use social media as a key customer service channel. Everyone texts.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

ShepHyken

NOVEMBER 8, 2017

It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department? based customer support rep.

Customer Service 182

Customer Service Customer Experience Wait Times Policies 182

Up Your Service

OCTOBER 25, 2016

Many companies provide customer service training for some or all of their employees. But soon after the leaders of these same companies ask why everyone in the organization hasn’t embraced a true understanding of – and commitment to deliver – service excellence ? Let’s start with customer service training.

Customer Service Training 40

Customer Service Training Training Customer Service Culture 40

CSM Magazine

DECEMBER 29, 2022

Many businesses rely on their banks for essential financial services, so it’s important that banks provide high-quality customer service. Here are 10 ways to improve business banking customer service and keep your customers happy. Get to know your customers by name and take an interest in their business.

Banking 52

Banking Customer Service Customer Service Training Customer Service Representative 52

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.

Training 105

Training Customer Service Contact Center How To 105

ShepHyken

MAY 31, 2021

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad I bet you’ll find keeping your existing customers is far less expensive than acquiring new ones.). Which one do I hate most?

Customer Service 130

Customer Service Effort Score e-support Chatbots 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

Vonage

JUNE 6, 2017

You can tell a lot about a company and its commitment to customers in the words employees use. Open your ears and you will find it’s easier to measure customer service levels than you might think. If not for customers, who do they do it for? The measure of customer service or lack thereof was clear in his words.

Measurement 133

Measurement Customer Service Social Media Travel 133

ShepHyken

NOVEMBER 7, 2023

Over the years, I’ve observed customer behavior, and some of my conclusions were confirmed by my customer service and CX research, known as the Achieving Customer Amazement Study (sponsored by Five9 ). Customers don’t consciously realize it, but the first time they do business with you, they have uncertainty.

Policies 94

Policies Meeting Customer Service Training Customers 94

Vonage

JULY 19, 2016

You can tell a lot about a company and its commitment to customers in the words employees use. Open your ears and you will find it’s easier to measure customer service levels than you might think. If not for customers, who do they do it for? The measure of customer service or lack thereof was clear in his words.

Measurement 120

Measurement Customer Service Self Service Travel 120

ShepHyken

NOVEMBER 30, 2022

A retail store changed its return policy. What was once considered a flexible, customer-friendly return policy became a hassle for the customer. . These changes are the reasons some customers shared when they were asked, “Why don’t you come back anymore?” Remember what got you to the dance.

Policies 120

Policies Customer Focused Customer Service Training Software 120

Vonage

JANUARY 24, 2017

I am amazed at the effort companies put into building service brands on the outside, yet how fragmented they can be on the inside when it comes to customer service excellence. He believed in the company’s commitment to customer service excellence. Clearly there was no commitment to customer service excellence.

Customer Service 133

Customer Service Advertising Contact Center Culture 133

ShepHyken

MAY 7, 2018

Each week I read a number of customer service and customer experience articles from various resources. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. Digiday) Overstock.com knows the days are long gone when people would call or email about problems with its products or service.

Customer Service 79

Customer Service Policies Retail Case Study 79

ShepHyken

MAY 10, 2023

They are finding ways to take care of the customer while not breaking the “rules” mentioned above. One of the concepts I cover in my customer service keynote speech is the idea of the “line in the sand.” Many companies train their employees in what they can’t do for customers. Connect with Shep on LinkedIn.

How To 64

How To Policies Customer Service Training Training 64

Lumoa

NOVEMBER 17, 2022

Customer Experience in E-commerce Trend Predictions for 2023. Providing exceptional customer service on an e-commerce platform is essential for maintaining a solid customer base. The Microsoft Global Service Report shows that 54% of respondents have higher expectations for customer service than the previous year. .

e-support 208

e-support Customer Experience Social Media Chatbots 208

ShepHyken

FEBRUARY 28, 2023

Be Transparent – Be open about your policies, process, delivery times, delays and more. You want your customers to know and understand how you operate. Our customer experience research found that 84% of customers trust a company or brand more if it provides excellent customer service.

Chief Customer Officer 123

Chief Customer Officer Effort Score Policies Customer Service Training 123

CSM Magazine

MARCH 4, 2022

Delivering great customer service is essential in the education industry. One way schools and colleges can build trust is by providing a better customer experience. Each of these customers has very different needs, but all are as equally important as the others. Customer Service Training.

Tips 52

Tips Customer Service Handbook Customer Service Training 52

ShepHyken

MARCH 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways AI can Revolutionize Customer Experience by Vandita Grover. Five Negotiation Strategies When Traditional Customer Service Fails by Chris Westfall. Here are my top five picks from last week.

Customer Service 99

Customer Service e-support Guidelines Social Media 99

ShepHyken

DECEMBER 28, 2022

Instead, I like setting and resetting my goals for the year, and in my world, those goals focus on delivering an amazing customer service experience. Here are 23 ways to help you and your teams provide an amazing customer experience in 2023. . Excellent customer service lies in flexibility. Be flexible.

Fashion 130

Fashion Guidelines Policies Customer Service Training 130

Magellan Solutions

APRIL 11, 2024

million online stores on Shopify , excellent customer service is crucial to standing out. With Shopify telephone support, you can elevate your customer experience and ensure shopper satisfaction, making your store a preferred choice among millions of others. Hey there, fellow Shopify merchants! With over 1.75

e-support 95

e-support Net Promoter Score Training Policies 95

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coaching Customer Service Agents for Individual Growth.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

ShepHyken

JANUARY 22, 2018

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. How Customer Service Can Turn Angry Customers into Loyal Ones by Wayne Huang, John Mitchell, Carmel Dibner, Andrea Ruttenberg, and Audrey Tripp.

Customer Service 89

Customer Service Chatbots Wireless Airlines 89

CSM Magazine

MARCH 4, 2020

If you want to make good customer service an integral part of the way that your business works, then you need to lead by example. Define Good Customer Service. If you want your employees to be providing your customers with the best customer service possible, then you need to define for them exactly what that entails.

Leadership 59

Leadership Customer Service Strategy How To 59

ShepHyken

JANUARY 1, 2018

Each week I read a number of customer service and experience articles from various resources. 15 Customer Experience Trends for 2018 by Bruce Temkin. Customer Experience Matters) Every year, Temkin Group publishes a list of customer experience trends for the upcoming year. Who am I to disagree?! I love Disney.

Customer Service 0

Customer Service Trends Culture Advertising 0

Stella Connect

SEPTEMBER 10, 2021

Quality assurance (QA) reviews are what your customer service team does to monitor agent performance and take action in order to improve it. Successful customer service teams use a QA scorecard to measure agent performance. Why Your Customer Service Team Needs a QA Scorecard. What is a QA Scorecard?

Customer Service 52

Customer Service Effort Score Measurement Interaction 52

ShepHyken

MAY 22, 2017

Each week I read a number of customer service and experience articles from various online resources. 5 Fun and Inexpensive Customer Appreciation Ideas by Aja McClanahan. Fundera) Customer appreciation doesn’t have to be complicated or expensive. 7 Powerful Customer Service Phone Tips by Pascal van Opzeeland.

Customer Service 82

Customer Service Airlines Self Service Tips 82

ProProfs Chat

MAY 21, 2020

According to a study by Microsoft, 56% of people around the world have stopped doing business with a company because of poor customer service experience. However, it also indicates that a lot depends on the kind of customer service operators you hire for your business. What is a Customer Service Job?

Customer Service Representative 111

Customer Service Representative Customer Service How To Communication 111

ShepHyken

FEBRUARY 13, 2017

Each week I read a number of customer service articles from various online resources. The Customer is Always Right by Richard Shapiro. TCFCR) “The customer is always right” is a mantra urging service staff to give high priority to customer satisfaction. My Comment: Is the customer really right?

Customer Service 81

Customer Service Loyalty Programs Loyalty Trends 81

ShepHyken

DECEMBER 5, 2018

These are the “convenience infractions” that potentially drive away customers. Bad policies: I hate when someone does something that seems like a waste of time, and then blames it on a policy or gives me a negative response to a question and says, “It’s company policy.”. Follow on Twitter: @Hyken.

Policies 124

Policies Case Study Advertising Banking 124

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing.

Training 48

Training Customer Service Customer Service Representative Customer Service Training 48

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

Oracle

DECEMBER 19, 2019

There’s no shortage of pet peeves in the field of customer service, both from the professional and the consumer point-of-view. ” Shep Hyken , customer service/experience expert and NY Times bestselling author. Taking self-service too far. But it leads to a poor customer service experience.

Self Service 64

Self Service Customer Service e-support Poor Customer Service 64

Vonage

OCTOBER 6, 2015

This transfer of expectations is true in many dimensions of service, including accessibility, after-sales service, ordering and payment flexibility, service recovery policies, upgrade procedures and more. They are both common, and expected, today to improve customer experience. Your Service.

Customer Experience 120

Customer Experience Airlines How To Customer Service Training 120

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. I am a big advocate of the policies and procedures myth! Arming employees with knowledge and training is key. MYTH – Great customer service starts with understanding the customer is always right.

Customer Service 0

Customer Service Policies Communication Training 0

ShepHyken

DECEMBER 26, 2018

Customer service: You love the way they treat you. You want customers to use the word “always” to describe their experience with you. The Way: The way they do business: This is about their process, policies, the hours they are open, their location and more. The loyalty to the company is because of price, not the company.

Culture 133

Culture Policies Customer Service Training Customers 133