ShepHyken

JANUARY 20, 2021

Software improves. What’s important to a customer today may not be tomorrow. Follow these simple steps and start to improve your customer service, even if it’s just by 1%! Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Consider repeating it annually.

Customer Service 156

Customer Service Customer Journeys Exercises Touchpoint 156

Peter Lavers

DECEMBER 8, 2017

They continuously invest a large amount in improving customer service by training employees. It’s not always about the knowledge and education – sometimes, it’s more about team building and motivation training. My next blog will consider four more ways to Refresh Your Support Teams’ Customer Service Training.

Customer Service Training 68

Customer Service Training Training Customer Service Exercises 68

Michel Falcon Experience

AUGUST 8, 2016

After building your customer-centric culture and learning how to properly recruit exceptional customer service employees you must then build your world-class training program. The type of content your training program must have. What Learning Management Software (LMS) to use. Comment on the video.

Customer Service Training 60

Customer Service Training Video Training Customer Service 60

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? My Comment: Our customer service research indicates that US consumers consider an easy return policy a reason to come back. by Janelle Estes.

Customer Service 123

Customer Service Customer Service Training Policies Loyalty 123

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

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

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

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Here are 10 ways Knowledge base software can improve customer experience. Follow on Twitter: @Hyken.

Customer Service 152

Customer Service Net Promoter Score Self Service Knowledge Base 152

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. (No Here are my top five picks from last week.

Customer Service 143

Customer Service Loyalty Programs Chatbots Loyalty 143

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

CSM Magazine

AUGUST 29, 2022

Happy customers are the bread and butter of any successful jewelry store. If you’re not providing good customer service, you will not stay in business for very long. That’s why it’s essential to ensure that you’re always giving your customers the best possible experience. Invest in Technology.

Customer Service 52

Customer Service How To CRM Tips 52

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

ShepHyken

NOVEMBER 28, 2023

I recently bought a software solution. I had no problem installing the software. Despite the quick service, after I followed the instructions, the software still wasn’t working, and the entire process was confusing. This rep had been trained and was an expert. It was half right. Connect with Shep on LinkedIn.

Advertising 84

Advertising Training Software Customer Service Training 84

ShepHyken

JULY 4, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Top AI Trends in Customer Service by Zendesk. EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done. Here are my top five picks from last week.

Customer Journeys 69

Customer Journeys Customer Service Loyalty Programs Loyalty 69

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

JANUARY 3, 2018

With that in mind, I’d like to share five customer service tips every business must do to stay competitive in 2018: Embrace the changing expectations of your customer: This one I’ve touted every year. The customer expects more than ever. Make recommendations that are specific to each customer. Are there more ways?

Customer Service 110

Customer Service Self Service Tips Social Media 110

ShepHyken

JULY 22, 2020

I was on a customer support call with a software company and their rep said, “I’ll need to talk to my manager. This is the customer service rep I want to talk to every time I call the company. This is my “new best friend” at the software company. Bad service has no place in any company.

Poor Customer Service 161

Poor Customer Service Customer Service Training Software Sales 161

ShepHyken

OCTOBER 24, 2022

Each week, I read many customer service and customer experience articles from various resources. My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. My Comment: There is a lot of crossover between customer service and CX training.

Customer Service 51

Customer Service Retail Course Customer Service Training 51

ShepHyken

MARCH 29, 2021

Each week I read a number of customer service and customer experience articles from various resources. How Disney Knocks it Out of The Park With an Excellent Customer Experience (And How You Can Too) by Ellen Christenberry. Deep Dive: How Sweetwater Builds Software and Personalized Experiences by Jamie Grill-Goodman.

Customer Service 76

Customer Service Competitive Advantage Retail Employee Experience 76

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. The author is a software marketing guy, and he shares his take on creating a “dynamite customer experience.” My favorite is number five, which is to “Take advantage of every customer touch point.”

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

NOVEMBER 30, 2022

Any change, even if you think the customer will like it, could be opposed and cause friction. For example, a software company made changes to its product that they thought the customer would like. Many customers complained, and some even left. . Often, that’s why the customers continue to dance with you. .

Policies 120

Policies Customer Focused Customer Service Training Software 120

ShepHyken

NOVEMBER 28, 2023

I recently bought a software solution. I had no problem installing the software. Despite the quick service, after I followed the instructions, the software still wasn’t working, and the entire process was confusing. This rep had been trained and was an expert. It was half right. Connect with Shep on LinkedIn.

Advertising 67

Advertising Training Software Customer Service Training 67

ShepHyken

MARCH 9, 2022

I’ve been asked many times how to get the C-suite to invest in customer service. For example, maybe there is a piece of software you want to buy for your department. One way to get the financial decision-maker to say yes to investing in the software is to create a press release. There are plenty of good answers.

Return on Investment 120

Return on Investment Software ROI Customer Service Training 120

CSM Magazine

AUGUST 29, 2022

A customer service advisor should have strong communication skills, both written and verbal. They should be able to speak clearly and confidently, and also be able to listen attentively to customers. In terms of specific skills, they should be computer literate and have knowledge of relevant software and systems.

Customer Service 52

Customer Service Guidelines Hospitality Communication 52

Bill Quiseng

JULY 28, 2014

Each company faces the task of managing their overall customer service experience so that it’s the most positive that it can be. Regardless of what industry an organization is part of, customer service remains a central part of a company’s operations and improvement should always be strived for.

Customer Service 143

Customer Service Hotels Social Media Software 143

CSM Magazine

AUGUST 23, 2022

The value of providing superior customer service can’t be overstated. The more emphasis you place on the experience a person has with your brand can yield higher ticket sales, future revenue, and referrals to your offerings among the customer’s sphere of influence. The ROI Value In Better Customer Service.

Customer Service 52

Customer Service Management Rewards Programs Social Media 52

Ecrion

JULY 14, 2020

These days, it can feel like it’s more difficult than ever to connect with your customers. People are confined to their homes due to the pandemic and your customer service team may feel like their usual avenues for connecting with customers aren’t available. talk to an expert today. Face-to-Face Video Communication.

Self Service 92

Self Service Communication Technology Customer Service 92

Help Scout

APRIL 27, 2021

Long-time customer service professional Mat “Patto” Patterson answers readers’ most challenging customer support delivery, leadership, and career questions. Ask customer service interview questions that dig into their attitude toward learning technical topics. My guide to hiring for customer service may help, too.

Customer Service 90

Customer Service Customers Tips Training 90

ShepHyken

SEPTEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. When Loyalty Rewards Expire, So Does A Customer’s Loyalty by Dan Gingiss. But Does She Have Customer Service Skills? In-House vs Outsourced Customer Service: What’s Right for Your Business?

Customer Service 93

Customer Service Loyalty Programs Loyalty Rewards Programs 93

ShepHyken

JULY 31, 2017

Each week I read a number of customer service and experience articles from various online resources. My Comment: My friends at Customer Gauge have come out with another NPS (Net Promoter Score) post featuring benchmarks from the Tech industry. Great insights from Customer Gauge. They created “customer success.”

Net Promoter Score 0

Net Promoter Score Customer Service Hotels Effort Score 0

ShepHyken

NOVEMBER 30, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Tips for Getting Executive Buy-in on Your Customer Experience Strategy by Phil Britt. CMSWire) With so much on the line for your customers, getting your leadership to buy in to CX strategies should be top of mind.

Customer Service 82

Customer Service Ecommerce B2C B2B 82

CSM Magazine

MARCH 31, 2022

Voice is the fastest form of human communication and has long been the backbone of the customer service industry. In this article, we will discuss the basics of voicebot technology and how it is changing the customer service industry. How are voicebots changing the customer experience? Collect customer information.

Industry 52

Industry Customer Service Contact Center Chatbots 52

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

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

AUGUST 22, 2023

One of the most powerful customer service and CX tactics is personalization. When personalization is used correctly, customers feel as if you recognize them. For example, if you’ve ever talked to a customer service agent who uses your name repeatedly to the point that it seems disingenuous, the effort to personalize fails.

Customer Service Training 62

Customer Service Training Customer Service Connections Sales 62

ShepHyken

JUNE 17, 2018

Each week I read a number of customer service and customer experience articles from various resources. 5 Common Customer Service Complaints and How to Fix Them by Swati Kungwani. Retail Customer Experience) A retail business can never be immune from complaints. Here are my top five picks from last week.

Customer Service 83

Customer Service Airlines Tips Retail 83

ShepHyken

JANUARY 30, 2017

Each week I read a number of customer service articles from various online resources. Keep these in mind the next time a customer service crisis occurs. Customer Service of the Future: 3 Most Important Customer Experience Trends by Justyna Polaczyk. Here are my top five picks from last week.

Customer Service 48

Customer Service Airlines Social Media Software 48