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. I]f you care about customer experience.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out.

Culture 113

Culture Customer Centricity Sports Customer Service Training 113

ProProfs Chat

MAY 1, 2020

Did you know that 56% of people around the globe believe that companies need to take action on feedback provided by their customers? Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. Watch & Learn: How to Create an Online Training Course.

Customer Service Training 85

Customer Service Training Training Customer Service e-support 85

Kayako

MARCH 21, 2018

Rather than waiting for the next staff member to sign in, new hires can spend that quiet time learning the product or memorizing company policies. Training videos as a format may sound like a lot of work for onboarding, but they’re useful since they supplement any existing onboarding documentation you may already have.

Customer Service Training 140

Customer Service Training Video Training Customer Service 140

CloudCherry

AUGUST 22, 2019

From Amazon to Uber, to the travel convenience of a guitar that folds in half (no, we’re not joking), companies and products that are truly making a mark know that convenience is king. As he says, “The company that can add convenience to already good customer service has an opportunity to disrupt their competition- maybe even an industry.”

Travel 240

Travel Customer Service Training Culture Loyalty 240

ShepHyken

SEPTEMBER 14, 2022

Even several years before the pandemic began, The American Customer Satisfaction Index found the overall ratings slipping, even with brands most recognized for high levels of customer service. . It’s not like companies purposely provide poor customer service. The company can’t keep up.

Culture 116

Culture Customer Service Poor Customer Service Leadership 116

Kayako

NOVEMBER 21, 2018

When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers. The brands mentioned above aren’t just shaping the customer service experience for their customers. The solution?

Culture 120

Culture Banking How To Customer Service 120

Kayako

FEBRUARY 28, 2018

There are so many different ways to onboard new employees with a training program. You need to consider what kind of culture you are trying to foster, what priorities you want your team to have, and make a plan to preemptively correct problems and questions before they’ve even come up. Involve all of your team.

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Training Culture Customer Service Training Customers 213

Bill Quiseng

DECEMBER 6, 2021

Highlight your culture by introducing your core values, describing the empowerment processes that employees can use to exceed customer expectations and offering specific stories when employees went above and beyond for your customers. Don’t bore your employees with rote customer service training. Appreciate.

Customer Centricity 195

Customer Centricity Exceptional Customer Service Culture Customer Service Training 195

Integrity Solutions

OCTOBER 5, 2022

Customer service used to be viewed as the final link in the overall chain of customer touch points, a responsibility relegated to a department, contact center or automated attendant that would respond to complaints and (hopefully) eventually make things right. It Takes More Than Words to Build a Customer Service Culture.

Culture 88

Culture Customer Service Customer Service Training Contact Center 88

ShepHyken

OCTOBER 28, 2020

It may have been Tim Sanders in his revolutionary book, Love Is the Killer App , who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers. If you truly love your people, love your customers and love what you do, it shows. Some still are.

Culture 162

Culture Social Media Customer Service Training Customers 162

ShepHyken

MARCH 11, 2020

Every company wants to have good employees. The smartest person in the world may not end up being a good cultural fit for a company. Every company has a personality, and the people they hire must possess the right skills, character and behaviors to fit in. The best customer-focused companies are also employee-focused.

Employee Experience 140

Employee Experience Culture Video Customer Service Training 140

ShepHyken

AUGUST 7, 2019

Tony Hsieh is the CEO of the online shoe and clothing company, Zappos. The company’s reputation for amazing customer service is almost a cliché in the customer service world. Zappos stories have become customer service legends. Customer service is not the first priority.

Customer Service 132

Customer Service Culture Customer Service Training Leadership 132

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. Is there something that happens at every meeting to engage the team and align them with what is important to your company?

Meeting 151

Meeting Customer Service Exercises Customer Service Training 151

ShepHyken

JANUARY 4, 2017

One of the most important ways to improve customer service is to make sure that everyone in an organization (company) is in alignment with the customer service and/or experience vision. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

Customer Journeys 103

Customer Journeys Customer Focused Culture Touchpoint 103

ShepHyken

SEPTEMBER 10, 2024

In a recent Amazing Business Radio episode, I interviewed Rony Vexelman, the VP of marketing at Optimove , who said, “Companies that put their customers at the center are the companies that are outperforming their competition.” Who would disagree with that statement? It’s not like you have a choice. You must do both.

Employee Experience 150

Employee Experience Customer Service Training Culture Consulting 150

ShepHyken

OCTOBER 10, 2023

It’s about the entire customer experience. If a promise to provide value in the CX is built into a company’s mission and values statements, it potentially becomes part of the culture. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant. It’s simple.

Culture 159

Culture Customer Service Training Employee Experience Course 159

CSM Magazine

MAY 14, 2024

The saying “the customer is always right” has evolved into recognizing customer service as a crucial aspect of every business. Effective customer service training is a strategic imperative for businesses aiming to foster satisfaction, loyalty, and competitive advantage.

Customer Service Training 52

Customer Service Training Training Customer Service Customer Service Representative 52

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back.

Company 81

Company Fashion Comparison Customer Service Training 81

ShepHyken

OCTOBER 22, 2021

He shares six ways companies and their brands can deliver an exceptional customer experience. Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.? . Here are six ways you can deliver an exceptional customer experience. .

Tips 156

Tips Customer Experience Management Return on Investment 156

Experience Investigators by 360Connext

JANUARY 28, 2020

Then ensure you understand today’s reality with the right baseline metrics, along with journey maps, ongoing customer feedback mechanisms, and more. Related: How to Improve Customer Service Training with Simple Metrics. If there is a company-wide kudos program, lavish them with recognition.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

CloudCherry

AUGUST 22, 2019

From Amazon to Uber, to the travel convenience of a guitar that folds in half (no, we’re not joking), companies and products that are truly making a mark know that convenience is king. As he says, “The company that can add convenience to already good customer service has an opportunity to disrupt their competition- maybe even an industry.”

Travel 150

Travel Customer Service Training Culture Loyalty 150

Vonage

DECEMBER 13, 2018

Double down on customer service training. Training is essential in the foundations of superior customer service and in specific standards and protocols. A pre-shift meeting (10 minutes, at most 15) where only customer service and cultural issues are discussed is an excellent way to fulfill this need.

Survey 215

Survey Customer Service Guidelines eBook 215

Customers That Stick

OCTOBER 2, 2014

It’s critical for re-securing customer trust and delivering outstanding customer experience. I can give you a list of defensive phrases company representatives use while apologizing that sink those apologies! Are there different people skill strategies to apply based on the channel you are engaged with your customer?

Customer Service Training 152

Customer Service Training Government Training Employee Engagement 152

Michel Falcon Experience

OCTOBER 21, 2019

Sometime today or tomorrow you’re going to receive bad customer service from a company that you do business with. It could be a dry cleaner, auto mechanic, dentist, or any company. Immediately you will feel the effects of bad customer service. The outcome is multi-billion dollar companies.

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

Customers That Stick

OCTOBER 23, 2014

This day features CX pros such as Mary Murcott, President of The Customer Experience Institute and Erik Peterson of A.T. Topics include: How to drive a culture of service innovation into a traditional product company. Building a service innovation culture. Day Two: Customer Experience and Engagement.

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Conference Leadership Customer Service Training Healthcare 128

ShepHyken

JUNE 7, 2021

The Secret Ingredients of a CX-Led Company Culture by Steven van Belleghem. CMO from IDG) Customer experience simply does not live in a void controlled by the marketing teams. Here, he shares an article focused on culture. Being Customer-centric Starts With A Top-Notch Employee Experiencestanley by Stanley Huang.

Customer Service 144

Customer Service Loyalty Programs Customer Journeys Customer Centricity 144

ShepHyken

DECEMBER 26, 2018

This quote makes me think about the different reasons behind why a customer chooses to do business with a company. Those companies that get customers because of low price will lose those customers when someone else has a lower price. The loyalty to the company is because of price, not the company.

Culture 134

Culture Policies Customer Service Training Customers 134

ShepHyken

AUGUST 8, 2022

(FastCasual) Building a customer retention program is important for improving the lifetime value of current customers, which can make up a large portion of your restaurant’s revenue. Customer retention statistics show that 65% of a company’s business comes from its existing customer base.

Customer Service 24

Customer Service Culture Customer Retention Video 24

ShepHyken

MARCH 20, 2019

He fosters open dialogue that creates a positive culture for his company. That’s the underlying lesson here – company culture. By nurturing that open workplace communication and positive company culture, Todd sets up his business for success. For information, contact 314-692-2200 or www.hyken.com.

Communication 118

Communication Culture Policies Customer Service Training 118

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. Think about a memorable experience you’ve had with a company. Why does it stand out?

Customer Service 156

Customer Service Social Media Culture Report 156

ShepHyken

OCTOBER 26, 2022

It describes the role an employee has when interacting with a customer. In that moment, one person in the company represents everything about the company. When people walk away from doing business with a company, they will often say things like, “I enjoy doing business with them ,” or, “ They are so helpful.” .

Training 125

Training Customer Service Training Culture Brands 125

ShepHyken

FEBRUARY 6, 2019

I’m honored to be the keynote speaker later this year at Office Pride , a franchisor of commercial cleaning service companies. My job is to talk to them about customer service. As part of my homework, Todd Hopkins, their CEO, shared the Office Pride Culture book. Is this the culture that you want to be a part of?

Culture 119

Culture Exercises Customer Service Training Brand Values 119

Vonage

MARCH 6, 2017

Most companies have a tagline, a phrase or sentence that describes what they are about. Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com’s tagline is Powered by Service.

Customer Service 149

Customer Service Hotels Customer Service Training Customers 149

Integrity Solutions

FEBRUARY 12, 2021

Most companies like to say they provide great customer service and deliver it with integrity, but what does that really mean? Have you created a customer service strategy that defines those expectations? . Implementing A Customer Service Strategy. Buy-in requires company-wide participation.

Customer Service Strategies 74

Customer Service Strategies Strategy Customer Service Company 74

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? John Boccuzzi Jr.

Customer Service Training 52

Customer Service Training Video Training Customer Service 52

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? John Boccuzzi Jr.

Customer Service Training 52

Customer Service Training Video Training Customer Service 52