ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. How do you teach good customer service?

Customer Service Training 52

Customer Service Training Video Training Customer Service 52

ShepHyken

AUGUST 11, 2024

Each week, I read many customer service and customer experience articles from various resources. Rethinking Customer Interactions to Boost Customer Experience by Harvard Business Review (Harvard Business Review) Simply put, customer experience (CX) has the power to make or break business success.

Self Service 86

Self Service Customer Service Loyalty Programs Travel 86

ShepHyken

OCTOBER 20, 2024

Each week, I read many customer service and customer experience articles from various resources. How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? How often do your customers giggle? Customers’ expectations continue to rise. Average won’t cut it.

Customer Service 77

Customer Service Customer Centricity Entertainment Airlines 77

ShepHyken

MARCH 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Why marketing can no longer ignore customer experience by Jason VandeBoom. Digiday) Customer experience is rapidly becoming more designable, more accessible and more creative. Follow on Twitter: @Hyken.

Customer Service 146

Customer Service Hospitality Airlines Infographics 146

ShepHyken

OCTOBER 31, 2023

But if the company leaders know how much they can give away without losing money and incorporate it into a competitive price, they may have a value proposition that gets and keeps customers. Southwest Airlines is the perfect example of this. It markets the heck out of Two Bags Fly Free®. Connect with Shep on LinkedIn.

Airlines 139

Airlines Customer Service Training Marketing Customer Service 139

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. If I had to sum these up in one word, I would say these fall under the category of “friendly,” which, according to our customer service and CX research , is a top reason customers will say, “I’ll be back!”

Self Service 83

Self Service Customer Service Airlines Touchpoint 83

ShepHyken

JUNE 20, 2023

From these stories – and there are plenty more just like them – here are a few lessons we can take away: Customer Service Training: Many problems can be avoided with good customer service training. There is the soft-skill side of customer service, being friendly and empathetic.

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Customer Service Customer Service Training Travel Entertainment 70

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. Airline Customer Service Improved In 2020.

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Customer Service Airlines Tips Customer Service Strategies 161

ShepHyken

AUGUST 18, 2021

and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. We asked customers to rate various customer service experiences on a scale of one to five, in which a score of one signified not important at all with five being very important.

Airlines 173

Airlines Customer Experience Survey Customer Service Training 173

ShepHyken

SEPTEMBER 16, 2019

Each week I read a number of customer service and customer experience articles from various resources. Delta Just Gave A Simple, Stunning Explanation For Why It’s Successful (And Why American Airlines Isn’t) by Chris Matyszczyk. My Comment: Full disclosure: I do most of my flying on American Airlines.

Airlines 105

Airlines Customer Service Automotive Omni-Channel 105

ShepHyken

FEBRUARY 13, 2024

And both dealerships – Ford and Ferrari – provide stellar customer service. All customers should be treated equally, with respect and dignity. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. The answer is simple. Connect with Shep on LinkedIn.

Customer Experience 145

Customer Experience Transportation Hotels Airlines 145

ShepHyken

AUGUST 3, 2022

No employee should be treated poorly by customers. . The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost! . Have a recording that directs the customers with lost luggage to call the airline they used.

Airlines 136

Airlines Leadership Training Customer Service Training 136

Vonage

OCTOBER 24, 2016

When a company reaches the top, does customer service quality still matter? I recently organized a service bench-marking visit to Singapore for 22 Korean sales and service trainers. At the Singapore Airlines Cabin Crew Training Center, one visitor asked, “How does Singapore Airlines stay on top all these years?

Airlines 120

Airlines Customer Service Conference Culture 120

ShepHyken

AUGUST 17, 2022

It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Anytime a customer comes into contact with a business, however remote, they have an opportunity to form an impression. .

Airlines 136

Airlines Comparison Advertising Customer Service Training 136

ShepHyken

NOVEMBER 21, 2023

This idea came to me as I read an article about United Airlines changing the way passengers board the plane. Most airlines put passengers in groups and call them in order. But, in the airline business, two minutes is a big deal. Well, whatever “it” is may work just fine, but that doesn’t mean it couldn’t be better.

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Airlines Customer Journeys Groups Customer Service Training 91

ShepHyken

NOVEMBER 17, 2021

Would you do business with an airline that didn’t offer the ability to book a ticket online, check-in online, and get your boarding pass online? . Assuming that every other airline has these self-service digital options, what if one didn’t? Would you choose to fly with this airline over the others? .

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Fashion Self Service Interaction Airlines 130

ShepHyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter.

Customer Service 66

Customer Service Net Promoter Score Airlines Customer Journeys 66

ShepHyken

OCTOBER 3, 2016

Each week I read a number of customer service articles from various online resources. Customer Service Week: Appreciating Clients and Employees Gives You an Edge by Sandra Idossou. My Comment: This week is International Customer Service Week. Here are my top five picks from last week. One thing stands out.

Airlines 125

Airlines Customer Service Infographics Customer Retention 125

ShepHyken

OCTOBER 9, 2023

Each week, I read many customer service and customer experience articles from various resources. 20 Stats On Why Customer Service Has Never Mattered More by Blake Morgan (Forbes) Customer Service Week runs from October 2-6 this year. Here are my top five picks from last week.

Customer Service 68

Customer Service Airlines Consumers Video 68

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” And the change is good for both the customer and the business willing to keep up with the changes.

Customer Service 91

Customer Service Airlines Feedback Social Media 91

Vonage

MARCH 8, 2016

Back this vision up with customer service education and other measures and you can transform your business for the better. Your engaging service vision is one of the “12 Building Blocks for an Uplifting Service culture” we teach at UP! Your Service. An engaging service vision is fundamental.

Customer Service 120

Customer Service Airlines Transportation Travel 120

ShepHyken

MAY 4, 2022

I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” She was the perfect frontliner for American Airlines – or for that matter, any type of business. . I knew better.

Airlines 133

Airlines Customer Service Training Course Engagement 133

ShepHyken

JULY 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 12 Ways To Improve A Customer’s User Experience by Forbes Technology Council . Why is customer service training so important? Soft skills, like customer service, seemed to get left out.

Customer Service 78

Customer Service Customer Service Training Airlines User Experience 78

ShepHyken

MARCH 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Southwest Airlines Had a Brilliant Reaction When a Passenger’s Wi-Fi Wouldn’t Work by Bill Murphy Jr. How Chewy Built a $3 Billion Business Based on Customer Experience by Mike DuPuy.

Airlines 86

Airlines Customer Service Social Media Customer Satisfaction 86

ShepHyken

FEBRUARY 6, 2024

It’s time to come back to a very important topic in customer service and customer experience. Her story is an interesting one. The captain of the flight was notified and, in the name of safety, made the decision to take the plane out of service. It also falls under leadership and management.

Communication 98

Communication Airlines Customer Service Training Leadership 98

ShepHyken

OCTOBER 11, 2017

The other night I was on a Southwest Airlines flight, traveling home from a speaking engagement. Philosophy created by Southwest Airlines in which Customers are treated honestly and fairly, and low fares actually stay low – no unexpected bag fees, change fees, or hidden fees. Yes to low fares with nothing to hide.

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Airlines Advertising Travel Customer Service Training 165

ShepHyken

FEBRUARY 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Can awful airline customer service be overridden with AI and analytics? This article by Scott Kendrick of Callminer is about how the airlines are using (or should be using) AI to support their customers.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

ShepHyken

NOVEMBER 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret Sauce to Customer Experience is a Blend of Four Ingredients by Joseph Michelli. That is what will turn a good customer experience into a great customer experience. Follow on Twitter: @Hyken.

Customer Service 85

Customer Service Airlines Wireless Retail 85

ShepHyken

NOVEMBER 23, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg. A Customer Service Perspective) Consider how L.L.

Customer Service 91

Customer Service Net Promoter Score Airlines Contact Center 91

ShepHyken

MAY 29, 2017

Each week I read a number of customer service and experience articles from various online resources. How good is your company’s internal customer experience? McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions. by Nicolas Maechler.

Customer Service 101

Customer Service Airlines Chatbots Resources 101

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 83

Customer Service Airlines Self Service Tips 83

CSM Magazine

OCTOBER 30, 2024

Ed Basitan, who was CEO of Delta Airlines during the COVID pandemic in 2020, was also relentless in serving the company’s customers. He was relentless in serving the company’s customers. Jeff Bezos built Amazon on customer service.

Entertainment 52

Entertainment Airlines Customer Service Training Customers 52

ShepHyken

DECEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. There is a lot to learn from this short article about a commercial airline captain that recognized his job was to do more than just fly the plane. The Mount Rushmore of Customer Service Leaders by John DiJulius.

Customer Service 104

Customer Service Retail Airlines Social Media 104

Vonage

JANUARY 27, 2016

If you want to improve customer service quality, every decision needs to be made with clients in mind. This is not the way to improve customer service quality! Obviously not to improve customer service quality. But it’s certainly not easy to read and does nothing to improve customer service quality.

Customer Service 120

Customer Service Airlines Hotels Exercises 120

ShepHyken

MARCH 6, 2019

I called the airlines and they suggested changing my connecting flight to a later one, which I was happy to do. The customer service agent was happy to accommodate my request. I called the airline back and, once again, they were happy to accommodate my request. She was a model customer service agent; friendly and helpful.

Airlines 118

Airlines Customer Service Training Travel Training 118

ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Here are a few ideas on how to retain those happy customers. Customer Experience by Tom Fishburne. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 87

Customer Service Airlines Employee Engagement Rewards Programs 87

Vonage

NOVEMBER 24, 2016

We talked about the service we received at retail stores, banks, restaurants, hotels and airlines around the world. We each had very different opinions about what constitutes “good service.”. But what a challenge for committed service providers! Creating a customer service culture that works can be done.

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Culture Customer Service Entertainment Hospitality 120