Comm100

JULY 28, 2016

But now you can stop guessing, as we’re presenting you with some of the best customer service training advice in the industry from a seasoned professional, Ray Miller , who is the CEO of e-learning solution company The Training Bank and author of the book That Customer Focus.

Customer Service Training 100

Customer Service Training Training Customer Service Customers 100

Kayako

MARCH 21, 2018

A good start would be a detailed list of topics your new hire will need to know to be able to handle customers and deliver great work. These can be product or system-related topics that internal members need to know about, or best practices to help them become contributors to the company’s success.

Customer Service Training 140

Customer Service Training Video Training Customer Service 140

Ecrion

JULY 22, 2019

Too often, companies blame a loss of revenue on competitors, poor market conditions, and even failed marketing strategies when the real reason why business is down is due to a poor customer service training and standards. Be honest with yourself: How confident are you, really, with your current level of customer service?

Customer Service Training 78

Customer Service Training Training Customer Service Customer Journeys 78

ShepHyken

JANUARY 4, 2019

This week we feature an article by Anand Srinivasan who writes about how important it is to have a properly trained customer service team to ensure business success. – Shep Hyken. Customer service is one of the primary drivers of growth in many organizations. Building an onboarding module.

Customer Service Training 79

Customer Service Training Training Customer Service How To 79

Integrity Solutions

SEPTEMBER 28, 2023

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 Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

Eptica

FEBRUARY 19, 2021

Date: Friday, February 19, 2021 Author: Pauline Ashenden - Demand Generation Manager How to build mental muscle memory for customer service success. 4 areas to focus on for successful CX in 2021. 4 areas to focus on for successful CX in 2021. Learning from Santa’s customer service success.

Customer Service 104

Customer Service How To Customer Service Training Customer Focused 104

Forrester's Customer Insights

MARCH 27, 2024

If your approach to helping customers succeed is spread across account management, customer service, training, sales, customer marketing, etc., you’ll get a great return by consolidating it.

Customer Success 32

Customer Success ROI Customer Service Training Study 32

Micah Solomon

OCTOBER 18, 2018

What is internal customer service–a good, workable definition? And how can great internal customer service be accomplished–what are the principles and best practices we can apply to our own internal customer service training to enable us to provide the best customer service possible within our company?

Customer Service Training 40

Customer Service Training Training Customer Service Hospitality 40

ShepHyken

MAY 16, 2018

A successful customer experience strategy is a result of the company’s culture. In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. So, let’s look at the inside of the company. The EX is part of the culture.

Employee Experience 96

Employee Experience Hotels Video Culture 96

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 224

Strategy How To Wait Times Customer Satisfaction 224

ShepHyken

FEBRUARY 14, 2023

We often look at market share as one of the success criteria. This goes beyond looking at a competitor, who may or may not be more successful, larger, or doing something different. Get more information on The Customer Focus ™ customer service training programs. Follow on Twitter: @Hyken

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Company Customer Service Training Online Experience Customer Service 150

ShepHyken

JANUARY 20, 2021

Little successes added together make for large success down the road. Small successes add up. So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? The post Small Improvements in Customer Service Create Big Wins appeared first on Shep Hyken.

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Customer Service Customer Journeys Exercises Touchpoint 158

ShepHyken

JUNE 27, 2018

There is an old saying in the real-estate industry: The three keys to success are location, location and location. I have a similar take on the customer service and customer service world. The three keys to customer experience success are consistency, consistency and consistency.

Customer Service 88

Customer Service Chatbots Loyalty Customer Service Training 88

ShepHyken

FEBRUARY 14, 2022

The point is simple and well made: Chasing customers with low prices and discounts, is as the article points out, “… ultimately a race to the bottom in terms of cost.”. Winning Customer Loyalty With Real-time Refunds by Irina Ionescu. Don’t miss the opportunity to create customer loyalty through an easy and hassle-free return policy.

Customer Service 123

Customer Service Customer Service Training Policies Loyalty 123

ShepHyken

AUGUST 16, 2023

All things considered, the responsibility for customer service success or failure usually lies in the hands of leadership, not the front-line workers. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service Training 118

Customer Service Training Training Leadership Course 118

ShepHyken

AUGUST 5, 2020

While this question was general, it focused on what was getting in the way of success for both the employees and their customers. This exercise, as simple as it sounds, was her way of creating a process improvement initiative that has been wildly successful. Sit down with your team and find your roadblocks to more success.

Customer Service 158

Customer Service How To Exercises Customer Service Training 158

ShepHyken

MAY 30, 2018

Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. The post Want to be successful? Follow on Twitter: @Hyken.

Transportation 95

Transportation Conference Sports Customer Service Training 95

ShepHyken

MARCH 5, 2024

They both have successful careers. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Experience 82

Customer Experience Entertainment Customer Service Training Connections 82

ShepHyken

JULY 14, 2021

Trippi is a world-class, award-winning hotel manager and Mitchell is a super-successful restauranteur. Both know the value of their customers hearing yes for an answer. If you dig a little deeper into the concept, it’s not so much about saying, “Yes” to every customer. What is the Question ? Follow on Twitter: @Hyken.

How To 169

How To Hotels Hospitality Transportation 169

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. Make coaching sessions 1:1, always.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

ShepHyken

JULY 19, 2021

How Consumers Now Define a Good Customer Experience by Jack M. To maintain retail success in 2021 retailers will need to continue optimizing their digital experience. My Comment: How do our customers define a good customer experience? who understands customer behavior. CRM Buyer) Despite U.S.

Customer Service 145

Customer Service Chief Customer Officer Contact Center Customer Service Training 145

ShepHyken

MARCH 15, 2021

(Heart of the Customer) How would you respond if your deliberately behind-the-scenes customer experience efforts were suddenly thrust to the foreground? So, how do you calculate your customer retention rate? Customer service training needs to be on your short-term bucket list by Shaun Belding.

Customer Service 129

Customer Service Customer Service Training Customer Retention Training 129

Who's Your Gladys?

OCTOBER 15, 2014

While watching a tribute to Joan Rivers, I spotted a key strategy to her success that directly relates to customer service. Customer Service Delighting customers Marilyn Suttle Customer Experience customer service training Joan Rivers'

Customer Service 174

Customer Service Customer Service Training Training System 174

ShepHyken

APRIL 28, 2024

My Comment: I’ve been studying how different brands are creating successful loyalty programs. While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. Connect with Shep on LinkedIn.

Loyalty Programs 70

Loyalty Programs Customer Service Self Service e-support 70

Who's Your Gladys?

OCTOBER 7, 2014

We put out the query shown below to the community of customer service pros and business experts. The responses were fabulous and offer up a ton of great tips for success. Best practices Customer Service customer service performance Delighting customers Who''s Your Gladys? Here are the.

Customer Service 170

Customer Service Customer Service Training Tips Training 170

ShepHyken

JUNE 24, 2020

When you continue to bring in new customers and get existing ones to return, that’s a recipe for success and growth! Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Retention 166

Customer Retention Measurement How To B2C 166

ShepHyken

APRIL 26, 2021

(ZDNeT) Customer service is experiencing a renaissance, and with the right imagination, intention, and technology, it can also become a business growth engine by driving satisfaction, sales, and loyalty. One of the main points is that customer service is becoming the face of a brand. Thank you MattsenKumar!).

Customer Service 134

Customer Service Loyalty Programs Social Media Contact Center 134

Daniel Group

APRIL 10, 2023

Welcome to Success Strategies! CX Frontline Training: Are You Improving Your CX With Training? ” The way you communicate with customers over the phone and in person. For example, I share a story in my latest blog, “Customer Service Training—Not Right Now, I’m Too Busy doing it Wrong!”

Training 52

Training Customer Service Training Groups Knowledge Base 52

ShepHyken

SEPTEMBER 16, 2020

This is about giving your team the authority to take care of your customers. It takes some training to show an employee how far they can go, but once you train them, let them go forth and be successful. Customers love dealing with people who can make decisions. This can be summed up in one word: empowerment.

Customer Service 167

Customer Service Customer Service Training Training Customer Service Representative 167

CSM Magazine

MARCH 31, 2020

Organizations depend on a happy customer base for sustainable growth and long-term success. Delivering the best possible customer service starts with establishing a culture that puts employees and customers first. Imagine an entire workforce capable of helping a customer regardless of their role.

Culture 52

Culture Training Customer Satisfaction Software 52

ShepHyken

NOVEMBER 2, 2022

The customer experience shouldn’t just be a non-stop sales pitch. . Make your customers smarter. More than just tips on how to be more successful with your products, how can you help them be more successful in their business or life? This is purely a value-add – one that adds to the customer experience. .

Customer Service Training 128

Customer Service Training Customer Retention Customers Sales 128

ShepHyken

JUNE 23, 2021

The conversation should begin with a discussion about the companies you believe had success throughout the pandemic. The adoption of ideas from the success of others outside of your industry can make you more competitive inside your own industry. Start by getting a team together to strategize and share ideas. Make it happen.

Company 137

Company Customer Service Training Retail Industry 137

ShepHyken

AUGUST 25, 2021

Specifically, he wrote, “This is also why I have never advocated for online chat – I’ve yet to find a company that uses online chat and doesn’t have the customer repeat their story numerous times. The customer wants success, not pain.” . Yes, the customer wants success and not pain. I agree with most of that.

Average Handle Time 152

Average Handle Time Social Media Customer Service Training Customer Service 152

ShepHyken

JANUARY 29, 2020

The great genie offered to grant each of them a wish, but only if that wish would absolutely guarantee the success of their venture. The best ice cream on earth won’t guarantee your success.” Even the best location doesn’t guarantee your success.” Without customers, it doesn’t matter how good your ice cream or location is.

eBook 153

eBook Video Customer Service Training Sales 153

ShepHyken

DECEMBER 6, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service Training 148

Customer Service Training Customers Interaction Customer Service 148

ShepHyken

JUNE 27, 2023

My comment: This is customer service 101. If you have the best BBQ but treat people with disrespect, you won’t be nearly as successful. And when you combine friendly service with a great product, price becomes even less relevant. When you sell a good product, the price is less relevant. Be nice to everyone.

Exercises 121

Exercises Touchpoint Customer Service Training Customer Service 121

Experience Investigators by 360Connext

JANUARY 28, 2020

Related: Customer Experience ROI: Why Not Investing can Sabotage Your Success. How will you measure success? That’s ok, but you need to get to a baseline understanding of how your success will be measured. Related: How to Improve Customer Service Training with Simple Metrics. Just starting out?

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250