Who's Your Gladys?
MAY 17, 2016
This simple exercise creates lasting changes in the way your team thinks and acts with customers. The post A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys! They get to hear how their peers handle tough situations.
ShepHyken
AUGUST 5, 2020
What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? This exercise, as simple as it sounds, was her way of creating a process improvement initiative that has been wildly successful.
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ShepHyken
JANUARY 20, 2021
Identify: If you haven’t already done a journey map of what your customers experience as they do business with you, it’s time to do it. The good news is that if you haven’t done it yet, you don’t need to get to the level of detail you normally would for this exercise. This is the type of exercise that is not a “one and done.”
Help Scout
AUGUST 22, 2023
Use this guide to train new team members, engage in role-playing exercises, or just refine your own approach to customer service scenarios. Read the full article
Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX
Practicing empathy is not only foundational to good customer service––it improves customer satisfaction. Take away valuable exercises and job aids to coach agents and improve empathy skills in your contact center. This webinar will cover: Why it’s important for contact centers to understand and practice customer empathy.
ShepHyken
MAY 19, 2021
It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. By the way, this is the same exercise we teach in our customer service training programs. We have clients that have been doing this exercise for years. As mentioned, for us it’s customer service.
ShepHyken
MARCH 10, 2023
She writes about how companies can adopt a remote workforce and enhance customer service delivery. There’s no doubt that there are challenges to providing remote customer services, but with careful planning, they’re easy to overcome.
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