ShepHyken

FEBRUARY 1, 2017

Last week United Airlines had a computer outage that lasted two and a half hours and caused 200 flight delays and six cancellations. Keep in mind, this wasn’t a single unhappy customer complaining to a gate agent at the airport. And it may not be a computer glitch, but a weather problem that causes airline delays.

Case Study 48

Case Study Airlines Study Customer Service 48

ProProfs Chat

AUGUST 19, 2020

Here is a quick recap: Right before an overbooked United Express flight took off on April 9, 2017, airplane staff were recorded manhandling and forcibly removing passengers to make room for airline employees. . Now, it would be wrong to say that such a big airline company did not have a devised structure of customer service policies.

Policies 105

Policies Customer Service How To Guidelines 105

InMoment XI

NOVEMBER 20, 2023

Customer retention rates and customer service can be improved by using AI to actively listen for qualitative feedback and elicit more valuable responses. This efficiency reduces the manual effort required for data analysis, freeing up resources and enabling teams to focus on strategic decision-making and customer interactions.

Customer Experience 243

Customer Experience Strategy Chatbots e-support 243

ijgolding

MARCH 31, 2017

Having flown over 300 times in the last two years alone, I am well versed in the differences between airlines. In fact, one of my most read posts is a review I conducted in 2014, comparing the airlines Emirates and Etihad. If you have been a follower of my writing for some time, you will know that I am no stranger to air travel!

Comparison 120

Comparison Customer Experience Airlines Travel 120

ShepHyken

AUGUST 22, 2022

Each week I read many customer service and customer experience articles from various resources. How CMOs Can Master Their New Job: Leading Customer Experience by Chris Johnson. CMSWire) Great news, CMOs: customer experience (CX) is the future … and if you aren’t already, you’re going to be in charge of it.

Customer Service 14

Customer Service Hospitality Airlines Hotels 14

Beyond Philosophy

DECEMBER 11, 2014

Customer-centric companies have their Customer results high up on their team meeting agendas. Organizations that don’t focus on Customers say as much in their language. I once worked with an airline that called their Customer “self-loading freight.” This revealed how they thought of Customers.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

Service Untitled

SEPTEMBER 16, 2013

This week was a drama-filled example of a customer “gone wild” when an incredibly frustrated customer service recording from Reddit was made public on YouTube. Was the customer service rule at the company never to hang up on anyone or be fired?

Customer Service 67

Customer Service Customer Service Representative Poor Customer Service Effort Score 67

Experience Investigators by 360Connext

MAY 16, 2023

Southwest Airlines, while still recovering from their holiday-time meltdown, is known for proactively addressing customer concerns. After a flight with a series of delays , customers received a specific message and retribution, all without asking. On This Southwest Airlines Flight, Almost Everything Went Wrong.

Airlines 143

Airlines Feedback Customer Service Representative Contact Center 143

ShepHyken

MARCH 24, 2017

Used properly, I believe bots can be an customer service excellent tool. Suddenly, each airline had its own website, with its own esoteric booking system, full of opaque requirements and mandatory fields. Shep Hyken. Booking an appointment—say, a plane ticket—used to be so easy. You aren’t the only one.

Company 95

Company Customer Experience Airlines Chatbots 95

Service Untitled

JULY 9, 2012

British Airways has initiated a new customer service program called “Know Me.” ” The search system to be employed will also be able to pull up information about a customer’s previous travel arrangements, prior complaints, meal requests, and Executive Club status. .” Customer service for Web users?

Customer Service 53

Customer Service Poor Customer Service Airlines Customer Service Representative 53

CX Accelerator

APRIL 30, 2018

It’s true, our customers are looking for much more than the product – they want to feel valued and be part of something special, something bigger than themselves. Leaders scratching their heads wondering how they can provide an “experience”, are turning to their Customer Service Representatives (CSRs) and counting on them to make it happen.

Customer Journeys 140

Customer Journeys Call Center Groups Training 140

transcosmos Information Systems

JULY 24, 2016

Regardless of the industry your business belongs to, there’s no denying that customers are and will always be your company’s lifeline. Thus, providing superb customer service support should be on top of your priorities. Resolving massive customer complaints on products and services . Aviation/Airlines.

Industry 48

Industry Customer Service Telecommunications e-support 48

Service Untitled

JANUARY 18, 2012

On the Customer Service Scoreboard, there were 300 negative comments out of 336 (89.2%) while positive comments numbered 36 out of 336 (10.71%). It was impossible to deal with Best Buy’s customer service. A favorite place to look for the names of executive customer service representatives is Consumerist.com.

Customer Service 48

Customer Service Airlines Customer Service Representative Customers 48

Service Untitled

NOVEMBER 8, 2010

Assuming there are no waiting lines, would you opt to use a self-service kiosk at the airport to check-in or would you prefer to interact with an airline agent? I think we have all been the victims of poor customer service; those agents who hate their jobs, have no solutions, and should never have picked up the phone that day.

Self Service 42

Self Service Customer Service Hospitality Banking 42

Service Untitled

APRIL 6, 2010

Service Untitled The blog about customer service and the customer service experience. If customer service telephone personnel have been taught just to deliver identical conversations and not have the ability to capitalize on their own personal styles, chances are the needs of the consumer are not being addressed.

Customer Service 41

Customer Service Customer Service Representative Airlines Exercises 41

SurveySparrow

JUNE 20, 2023

One element stands out as a game-changer in the fast-paced corporate world where there is fierce competition and constantly changing customer expectations: the customer service experience. It’s the magic element that can turn a one-time customer into an avid advocate of the brand.

Examples 52

Examples Customer Service Customer Experience Exceptional Customer Service 52

Service Untitled

JUNE 14, 2010

Service Untitled The blog about customer service and the customer service experience. Without accountability our customer service winds up with the grim consequences of empty promises, excuses and blaming others; most likely the customers. If I shop at Walmart for a pair of denim.

Customer Service 41

Customer Service Customer Service Representative Culture Airlines 41

Service Untitled

NOVEMBER 16, 2010

and brought up some interesting points about customer service and the lack thereof. He reiterated the Steven Slater 15 minutes of fame as the airline attendant slid away down the emergency chute after telling off a rude passenger. People are fed up with poor customer service and customer service departments.

Customer Service 43

Customer Service Self Service Poor Customer Service Airlines 43

Tricia Morris

JUNE 26, 2015

Sometimes an investment or a culture change supporting customer service is a hard sell to the CEO and the C-suite. So to help make the case, here are six things every CEO should know about the importance of customer service: 1. companies alone each year due to poor customer service. Let’s face it.

Customer Service 40

Customer Service Net Promoter Score Poor Customer Service Customer Service Representative 40

Service Untitled

MAY 7, 2012

After all it’s much more expensive to find new customers, therefore doesn’t it seem logical that we step out of the box for everyone who graces the doors or who clicks on a shopping cart for our organizations? Shouldn’t we deliver the best customer service by providing the best training we can find?

How To 60

How To Airlines Customer Service Representative Advertising 60

CSM Magazine

MARCH 31, 2022

A customer portal is a great way to reduce customer effort. With a customer portal, customers can access their account information and make changes themselves, without having to contact customer service. Customer portals can include features such as: Account information. Order history. View invoices.

Self Service 52

Self Service Tips Customer Service Representative How To 52

CSM Magazine

SEPTEMBER 4, 2017

Use the LEAP method to solve any issue and defuse even the most irate of customers. There’s an old adage in customer service that has proven consistently true over the years- whether you’re product is apples, airplanes or alligators, customers always call for one reason; they have a problem. About the Author.

Case Study 79

Case Study Call Center Customers Airlines 79

Service Untitled

APRIL 8, 2010

Service Untitled The blog about customer service and the customer service experience. Everyone puts their best attitude forward when interviewing for a position, but during the training period and internship, we can use the opportunities to observe and evaluate each new customer service agent.

Customer Focused 41

Customer Focused Customer Service Representative Policies Training 41

Service Untitled

SEPTEMBER 8, 2011

Billie Joe Armstrong used Twitter to make a lot of noise over the Internet about his latest experience on Southwest Airlines when he was recently kicked off because his pants were too low. BJA official (Twitter). Billie Joe Armstrong. Just got kicked off a southwest flight because my pants sagged too low! What the (expletive)!

Airlines 44

Airlines Entertainment Customer Service Representative Travel 44

LiveChat

OCTOBER 19, 2018

Social media has changed customer service forever and buyers are benefiting most. But this shift makes the jobs of customer service teams’ harder. They now face the daily challenge of managing social media customer service and meeting ever-growing customer expectations. Why is that the case?

Tips 35

Tips Social Media Customer Service Multi-Channel 35

West Monroe

JULY 6, 2022

For example: Utilities can use traditional media in the form of a mailed postcard to notify a customer about a new program to send text messages when a service disruption (e.g., outage or main break) has been detected in their area, or perhaps a customer service representative discusses this onsite at the utility’s office.

Customer Experience 98

Customer Experience Touchpoint Customers Fashion 98

Thematic

JANUARY 21, 2020

There are plenty of NLP APIs out there for keyword and entity extraction , but when it comes to customer feedback can they actually deliver meaningful analysis out of the box? . Customer service agent is quite a generic concept. Was the customer service agent knowledgeable, rude, or helpful? The answer is no.

Analysis 105

Analysis Feedback How To Roadmap 105

LiveChat

FEBRUARY 15, 2019

Dishing out indifferent customer service. The very reason customers call on your helpline numbers is – duh – because they need help. When you present an already hassled customer with a customer care representative who couldn’t care less, where do you think that customer’s going to take their business?

Customer Service 34

Customer Service Handbook Chatbots Customer Service Representative 34

ProProfs Chat

FEBRUARY 13, 2020

Hard to Attain Customer Loyalty. Customer Loyalty Through Customer Satisfaction. Customer Loyalty Program Improving Sales. Mobile Customer Loyalty. Customer Loyalty Brands. Customer Service Loyalty. Retail Customer Loyalty. Customer Loyalty & Retention.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

SurveySensum

AUGUST 24, 2023

According to the Harvard Business Review article, Kick-Ass Customer Service , 81% of customers stated that they intend to take care of matters by themselves before reaching out to a customer service representative. That’s where Apple comes in and nails it.

Self Service 52

Self Service Brands Effort Score Airlines 52

Customer Enthusiast

JULY 8, 2016

A colleague recently asked for my opinion regarding the skills that customer service representatives (CSRs) need the most help with. Two weeks ago, I called United Airlines to change a flight itinerary. Cascade the lessons from Delight Your Customers throughout your department, division, or entire organization.

Training 53

Training Airlines Customer Service Representative Policies 53

Talkdesk

NOVEMBER 18, 2016

When calling large companies, instead of immediately speaking to a customer service agent, you’ll usually arrive at a phone tree system that asks you to make a series of numbered choices. IVR systems can be used to service high call volumes, reduce costs and improve the customer experience for everyone who calls in.

Airlines 40

Airlines Customer Service Representative System Software 40

Talkdesk

AUGUST 23, 2016

Recently, two large airline carriers experienced major system outages that resulted in the delay or cancellation of thousands of flights. With millions of stranded travelers seeking resolutions, each company’s customer service line wait times surged, resulting in even greater customer frustration.

System 40

System Abandon Rate Call Center Wait Times 40

CSM Magazine

APRIL 5, 2019

Let’s take one simple example – the video posted on YouTube by a Canadian singer whose $3,000 guitar was damaged by United Airlines. The whole world knows that the airline was totally indifferent to the customer’s loss. The clip has been viewed, 1,322,582 times at the last count.

Airlines 40

Airlines Government Financial Trends 40

LiveChat

AUGUST 3, 2018

They know me right when I call – they already have my phone number to identify me with, the customer service representatives greet me with my name right away and the problem gets tackled in a jiff, all thanks to the magic of information. Invest in building a culture of customer first at every level of your organization.

Customer Focused 28

Customer Focused Company Multi-Channel Airlines 28

SurveySensum

FEBRUARY 20, 2024

Test different approaches, gather insights, and iterate on your customer journey optimization efforts to drive continuous improvement. Customer service isn’t just a department – it’s the heartbeat of your business. So, how to achieve an exceptional customer service experience?

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

Test different approaches, gather insights, and iterate on your customer journey optimization efforts to drive continuous improvement. Customer service isn’t just a department – it’s the heartbeat of your business. So, how to achieve an exceptional customer service experience?

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52