ShepHyken

OCTOBER 22, 2024

In the customer service world, we’re contacted by customers who have questions and problems. is an opportunity for a positive customer service conversation right from the start. Here are three ideas: Yes and No – If you’ve been in sales, you may have been taught that the goal is to get the customer to say yes.

Customer Service 87

Customer Service Customer Service Training Customers Loyalty 87

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. What is brand advocacy?

Customer Service Training 159

Customer Service Training Training Brands Customer Service 159

ShepHyken

MARCH 25, 2020

Many companies have a great focus on providing an excellent or, as I like to call it, amazing customer service experience. They do customer service training during the onboarding process. Communication is a big part of keeping the “magic” going, and to do that you must consider ongoing training.

Customer Service Training 106

Customer Service Training Training Customer Service B2C 106

Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? 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 Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service Training 106

Customer Service Training Training Customer Service Contact Center 106

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. Coach your service team strategically.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Customers That Stick

OCTOBER 9, 2014

Language is important not just to how we communicate with our customers but to how we communicate with ourselves. The right words can put an irritated customer at ease and help you approach difficult situations with greater ease. Use “We” sometimes and “I” sometimes. Yours Sincerely, Adam Toporek.

Customer Service 164

Customer Service Customer Service Training Social Media Communication 164

ProProfs Chat

MAY 1, 2020

Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. You need to take into account their expectations, needs, and final feedback for your services to create an excellent customer service training program. Source: Mckinsey.com.

Customer Service Training 85

Customer Service Training Training Customer Service e-support 85

ShepHyken

FEBRUARY 23, 2025

Each week, I read many customer service and customer experience articles from various resources. B2B Customer Service: 5 Proven Strategies to Drive Success by Foundever (Foundever) What sets leading B2B (business-to-business) brands apart? Successful B2B companies view their customers as partners.

Customer Service 79

Customer Service Social Media B2C B2B 79

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 76

Customer Service Customer Centricity Entertainment Airlines 76

Comm100

JUNE 16, 2016

Take a load off and use the following activities when planning your next training day or session. This activity is adapted from 10 Customer Service Activities To Supercharge Your Team. Telephone is a familiar game for many, as it teaches the importance of direct communication. Duration: 5-10 minutes. Questions Only.

Customer Service Training 100

Customer Service Training Training Customer Service Groups 100

ShepHyken

DECEMBER 29, 2024

Each week, I read many customer service and customer experience articles from various resources. 17 Key Customer Service Skills + Ways to Develop Them by Nidhi Lohia (Hiver) In this article, we take a look at 17 essential skills that are relevant for those working in customer service.

Customer Service 73

Customer Service Self Service Connections Social Media 73

ShepHyken

MARCH 24, 2025

Each week, I read many customer service and customer experience articles from various resources. Should AI Be Used To Respond to Customer Reviews? My Comment: Brian Higgins, Verizon’s Chief Customer Experience Officer, leads a world-recognized brand in its effort to deliver an amazing customer experience.

Customer Service 73

Customer Service Healthcare Loyalty Video 73

ShepHyken

NOVEMBER 12, 2024

Even if the advisor hits the financial goals, the relationship may not be strong enough to retain the client without an adequate level of communication. So one word, communication , is the answer. That made me wonder about the reasons good companies lose customers. And once you know, do something about it!

Return on Investment 101

Return on Investment Financial Customer Service Training Customers 101

Who's Your Gladys?

OCTOBER 22, 2014

It could be a coworker who isn’t very gracious, a staff member who won’t follow process, or a customer who wants more than you can give. customer service training Difficult Conversations with Customers' And we know we have to talk about.

Customer Service Training 201

Customer Service Training Training Communication Customer Service 201

Comm100

OCTOBER 23, 2017

Out of the office, your hardworking customer service agents may be caught up in the Halloween scramble. But in the office, they are working tirelessly to bring satisfaction and happiness to your valued customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Customer Service 36

Customer Service Customer Service Training Training Groups 36

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. Texting is one-way communication.

Social Media 167

Social Media Customer Service Self Service Customers 167

Ecrion

JULY 22, 2019

Every year, businesses lose over $75 billion in potential revenue thanks to one thing: poor customer service. And while studies show that about 1 out of every 26 customers complain about poor customer service, over 90% of those dissatisfied customers simply stop working with your business — and never come back.

Customer Service Training 78

Customer Service Training Training Customer Service Customer Journeys 78

ShepHyken

DECEMBER 16, 2020

In my customer service speeches, I’ll sometimes ask the audience to share who their favorite and easiest companies are to do business with. That’s proactive communication. Customers love to be informed. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Company 156

Company Customer Service Customer Service Training Customers 156

ShepHyken

MARCH 20, 2019

He talked about an agreement he makes with all his new customers and employees, an upfront agreement tied to future communication. He makes it clear that when customers contact him when they’re unhappy, their problem will be taken care of with no hard feelings or defensive behavior – from either party.

Communication 114

Communication Culture Policies Customer Service Training 114

CSM Magazine

DECEMBER 2, 2024

In recent years, the importance of customer service in healthcare has come to the forefront. In this article, we look at some key strategies and techniques for providing excellent patient care. According to a survey by Accenture , 25% of patients have switched healthcare providers due to poor customer service.

Healthcare 52

Healthcare Customer Service Strategy How To 52

Who's Your Gladys?

SEPTEMBER 23, 2014

Communicating with Customers Customer Service guest blogger abusive customers customer service training donna earl emotional intelligence' Sometimes if you don''t tell them what they want to hear, they become abusive.

Customer Service Training 177

Customer Service Training Management Training Communication 177

ShepHyken

NOVEMBER 25, 2020

Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” Leadership defines the customer service and CX vision for everyone to follow. So, I’ve listed some of the essential ingredients. In the meantime, this is enough to get you started.

Customer Service 150

Customer Service Leadership Training Customer Service Training 150

Bill Quiseng

DECEMBER 13, 2021

That’s why a high customer retention rate is an important goal for many businesses. Excellent customer service is one of the best ways to achieve this goal. Customer retention supports long-term growth because it creates a loyal customer base. Why Does Customer Service Impact Retention?

Customer Retention 172

Customer Retention Customer Service B2C Customer Service Strategies 172

Stella Connect

JANUARY 12, 2022

Customer service is one of the most significant differentiators between your brand and the competition, but its success solely depends on the performance of agents on the front lines — which is why your training program needs to include initiatives that improve agent engagement. Customer Service Training Ideas Your Team Needs.

Customer Service Training 69

Customer Service Training Training Engagement Customer Service 69

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. Do more in 24! Today’s customers will reach out to you in the most convenient way. Happy New Year!

Customer Service 162

Customer Service Tips Guidelines Policies 162

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. Face-to-Face Video Communication.

Self Service 92

Self Service Communication Technology Customer Service 92

ShepHyken

JANUARY 31, 2023

Looking back, I did what most good people – or companies – would do for their customers. I was proactive with my communication. Being purposeful about little things that are expected and cost nothing – or next to nothing – can go a long way in getting a customer to think of your business as a first-class organization.

Customer Service 145

Customer Service Customer Experience Hotels Customer Service Training 145

ShepHyken

JUNE 27, 2018

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. The quality of the product or service must be consistent. Whatever the company sells must meet the expectations of the customer, every time.

Customer Service 90

Customer Service Chatbots Loyalty Customer Service Training 90

Comm100

NOVEMBER 14, 2017

When you are doing your job well, knowledge matters – and in the customer service industry, that is even truer than in others. The service sector as a whole has experienced steady but sustained growth over the past decade (approx. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Resources 135

Resources Customer Service Customer Service Training Course 135

Customers That Stick

OCTOBER 27, 2014

According to Help Scout , 94% of all online retailers provide email customer service. That means that a significant number of interactions with customers are made through email. CSI: Customer Service Investigator released some interesting findings in a survey this summer on the best ‘tone’ for email customer support.

Customer Service Training 158

Customer Service Training Training Communication Course 158

ShepHyken

FEBRUARY 6, 2024

It’s time to come back to a very important topic in customer service and customer experience. The topic is communication and transparency. I call this Rip the Band-Aid Off Communication. Let’s break this down: Swift Communication: When you must share bad news, communicate it quickly.

Communication 96

Communication Airlines Customer Service Training Leadership 96

CSM Magazine

NOVEMBER 4, 2019

Hendrix Training runs an innovative, fun but also technical customer service workshop for a range of clients, including in retail, hospitality and the public sector, to boost employee confidence and lift the spirits of staff and customers. Think about accentuating key words to help you communicate more effectively.

Customer Service Training 80

Customer Service Training Training Customer Service Hospitality 80

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. Here are my top five picks from last week.

Customer Service 148

Customer Service Government Customer Service Training Customers 148

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Introduction. Download Free.

Social Media 154

Social Media Customer Service Strategies Customer Service Strategy 154

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 150

Customer Service Loyalty Programs Chatbots Loyalty 150

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 264

Strategy How To Wait Times Customer Satisfaction 264