Peter Lavers

DECEMBER 8, 2017

It’s not always about the knowledge and education – sometimes, it’s more about team building and motivation training. In this article, we are showing you some of the best customer service training ideas that should refresh your support service and take it to a higher level. #1 1 Active Listening Practice.

Customer Service Training 68

Customer Service Training Training Customer Service Exercises 68

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. Related: Is Your Mission Customer-Focused, or an Empty Promise?

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Calabrio

APRIL 11, 2025

Product and service knowledge: Provide a solid overview of the primary products or services agents will support, including key features, common customer benefits, and where to quickly access more detailed information for frequent inquiries.

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

ShepHyken

JULY 19, 2021

My Comment: I’m a big fan of the internal customer service concept, and here are 18 internal customer service tips to create the experience that makes them want to work hard, engage with their customers (other internal customers and outside customers), and more. CRM Buyer) Despite U.S.

Customer Service 154

Customer Service Chief Customer Officer Contact Center Customer Service Training 154

ShepHyken

AUGUST 5, 2019

The future is digital, but to get customers to emotionally connect, it still takes some human interaction. 7 Critical CRM Trends to Keep an Eye on in 2019 by Zachary Totah. SelectHub) CRM is a competitive, growing space. My Comment: CRM (Customer Relationship Management) is an important part of the customer experience.

Self Service 111

Self Service Customer Service CRM Infographics 111

Comm100

NOVEMBER 14, 2017

Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team. Jeremy Watkin – Bringing the right people and technology together to deliver AWESOME customer experiences.

Resources 159

Resources Customer Service Customer Service Training Course 159

TechSee

JUNE 16, 2022

Shep has worked with thousands of companies and organizations that want to create amazing customer service experiences for their customers and employees. Brad Cleveland is a global expert in customer strategy and managemen t. Follow on LinkedIn. Brad Cleveland, Author, Speaker & Consultant.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

CSM Magazine

NOVEMBER 1, 2018

Customer support is a critical interface with a huge impact on customer satisfaction and customer retention and, thereby, on business performance and profitability. Here are a few fundamental must-haves for any prospective online customer service training solution. Course management. Learning delivery.

Customer Service Training 40

Customer Service Training Training Software Customer Service 40

ShepHyken

JUNE 26, 2019

Let’s say a customer calls for support. Thanks to good CRM (Customer Relationship Management) software, the agent knows who this customer is, when they last called, what they called about, what they’ve bought in the past, etc. The post Predictive Customer Support appeared first on Shep Hyken. Crisis averted!

Customer Relationship Management 134

Customer Relationship Management Customers Customer Service Training CRM 134

ShepHyken

JUNE 19, 2019

Perhaps the biggest friction point of all with customers is making them wait and disrespecting their time. I recently shared the stage with Jeff Nicholson, global head of CRM for Pegasystems, at the PegaWorld users conference in Las Vegas. Our discussion was all about eliminating friction, especially in the customer support world.

Self Service 133

Self Service Customer Service Conference Customer Service Training 133

ShepHyken

AUGUST 23, 2021

How To Conduct the Best Customer Service Training (+ Top Training Programs) by Alejandra Zilak. Bluleadz) At the end of the day, you can invest all you want in fancy customer relationship management (CRM) tools and omnichannel communications. It’s about customer service training.

Customer Service 19

Customer Service Customer Service Training Loyalty Programs Loyalty 19

Vonage

OCTOBER 22, 2015

This should include a list of the five top issues you’re getting phone calls on, a clear list of FAQs at the top of the page and a short video that will educate the customer on problems to avoid. CRM with Computer Telephony Integration (CTI). How to build a culture of customer service excellence. Social media.

Technology 120

Technology Customer Service Gamification Wireless 120

ShepHyken

JUNE 22, 2016

The conference was everything about CRM (customer relationship management). So, what does improv have to do with CRM and business? Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. It had to do with improvisational acting. Follow on Twitter: @Hyken.

Meeting 85

Meeting Wireless CRM Conference 85

ShepHyken

MARCH 27, 2023

Germain (ECT News Network) Artificial intelligence and ChatGPT promise to revolutionize customer service automation, but is that what customers really want? What if AI in the CRM stack leads to dissatisfied B2B customers fleeing for better treatment? Follow on Twitter: @Hyken

Customer Service 23

Customer Service Customer Retention B2B Study 23

ShepHyken

JUNE 20, 2018

Embrace technology – There are some awesome technologies out there that allow you to better connect with your customers and provide them a better customer experience. Chatbots, when used properly can give your customers quick answers to their most common questions. For information, contact 314-692-2200 or www.hyken.com.

Customer Service 102

Customer Service Social Media Customer Relationship Management Chatbots 102

ShepHyken

JULY 5, 2017

Traditional personalization came from remembering past customers, using their name, building rapport and other personal, human-to-human, interactions. A good customer relationship management program (CRM) could help in certain sales and support situations. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Marketing 104

Marketing Customer Relationship Management Conference Customer Service Training 104

ShepHyken

AUGUST 12, 2019

There are differences between generations, and as the Millennials become more successful, we must pay attention, and depending on your business, cater to this growing and economically powerful segment of our customers. 10 customer experience lessons from a CRM pioneer and trailblazer by Vala Afshar. Follow on Twitter: @Hyken.

Customer Service 103

Customer Service ROI Customer Service Training CRM 103

Storyminers

JULY 6, 2020

An author, keynote speaker and international authority on business management trends, he has been a thought leader in customer-centricity since 1998. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Now available as an online/web-based training program!).

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

SEPTEMBER 15, 2024

With 15 ideas shared, you’re sure to find something to help you achieve high customer satisfaction scores. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Self Service 88

Self Service Loyalty Programs Customer Service Airlines 88

Comm100

OCTOBER 30, 2017

The focus here needs to be not only in offering an 800# with an integrated and useful IVR (make sure that you are NOT putting your customers into IVR Hell!), Ideally, your tools should all integrate together and should tie back to your incident management/CRM tool to ensure that you have an ongoing record of all customer interactions.

Contact Center 164

Contact Center Tips Management Call Center 164

Michel Falcon Experience

JANUARY 10, 2019

It’s likely that you clicked through to read this post because you want new customer service ideas, not the same old run of the mill concepts that have been suggested by everyone else online…am I right? Before you can start training your employees on gathering this information you must first create the repository within your CRM.

Training 151

Training Customer Service How To Employee Engagement 151

ShepHyken

FEBRUARY 19, 2018

My Comment: What I like about this article is that it is a reminder that creating a customer-focused culture, and that includes customer service and CX, starts with the top in the C-Suite with leadership defining the CX vision. When Customer Service Automation Goes Off the Rails by Don Fluckinger.

Self Service 84

Self Service Customer Service Social Media Customer Service Training 84

Martin Hill-Wilson

SEPTEMBER 12, 2017

Due to different owners and competing agendas, the relationship between CRM and customer service is unfortunately not always as close as it should be. Despite this, there is obviously a common element: the customer. Continue reading The Importance of Co-ordinated CRM and Contact Centre Strategies at BrainFood.

CRM 40

CRM Strategy System Customer Service 40

ShepHyken

OCTOBER 9, 2017

When Customer Experience Fails, Service Management To The Rescue! CustomerThink) The CRM approach to customer service is to take the call, email, or chat; answer the question and document it; then move on to the next (perhaps identical) customer issue. by Paul Selby. Follow on Twitter: @Hyken.

Customer Service 41

Customer Service eBook CRM Customer Service Training 41

ShepHyken

JUNE 4, 2018

Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. CustomerThink) Known in customer relationship management (CRM) circles as the “Godfather of CRM,” Greenberg suggests businesses are better off consistently meeting their customer’s expectations. Follow on Twitter: @Hyken.

Customer Service 77

Customer Service Airlines CRM Social Media 77

Comm100

OCTOBER 8, 2016

For this reason, we’ve compiled a list of 15 customer retention strategies that can ease your pain and help you develop reliable, long-term customer loyalty. A focus on Relationship Marketing will allow you to inform your visitors about your products, services, and offerings, and bring them closer to consistent engagement.

Customer Retention 163

Customer Retention Loyalty Strategy Loyalty Programs 163

Storyminers

JULY 6, 2020

An author, keynote speaker and international authority on business management trends, he has been a thought leader in customer-centricity since 1998. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Now available as an online/web-based training program!).

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Very Best Service

FEBRUARY 5, 2011

In customer service , even when you work in a restaurant, hospitality or the food industry, cheesy lines are best avoided. Irrespective of your own customer service definition, this simple notion should be included in all customer service training programmes Picture courtesy of Imaging Essence with our thanks.

Customer Service 40

Customer Service Customer Service Training Hospitality Customer Relationship Management 40

ShepHyken

MAY 7, 2018

This short article focuses on the three types of consistency that drives brand loyalty: a consistent customer experience, consistent brand values and consistent brand identity elements. Take Your Company’s Customer Experience Efforts to the Community by Adrian Speyer. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Policies Retail Case Study 79

ShepHyken

APRIL 23, 2018

3 Ways to Put the Human Element into Customer Experience by Bruce Temkin. CRM) Recognizing and celebrating our collective humanity is more than a lofty goal—it’s good business. My Comment: Bruce Temkin is a customer experience guru, so anything he writes, I like to read. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Employee Engagement Study Conference 79

ShepHyken

AUGUST 1, 2022

Here you will find seven ways to help you to get your customers to say, “ I’ll be back! ”. Despite Importance of Customer Engagement, Few Companies Excel at It, HBR Finds by destinationCRM. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 75

Customer Service B2C B2B Guest Experience 75

CSM Magazine

OCTOBER 25, 2023

An empowered and well-trained retail staff team is key to an unparalleled shopping experience. Key Components of Effective Customer Service Training The human interaction that a retail store can offer is a huge advantage. However, a badly trained and disinterested staff team can quickly switch this advantage around.

Exceptional Customer Service 52

Exceptional Customer Service Retail Training Customer Service 52

CSM Magazine

AUGUST 29, 2022

Make sure you take the time to train your employees on things like how to greet customers, handle customer inquiries, and process sales. You may, for instance, want to consider using a customer service training program like the one offered by The Jewelry Training Institute.

Customer Service 52

Customer Service How To CRM Tips 52

ShepHyken

DECEMBER 6, 2021

3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care? Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Self Service 71

Self Service Customer Service Chatbots Customer Care 71

CSM Magazine

JULY 1, 2024

Personalizing the Experience Customizing the customer experience can significantly improve satisfaction: Know Their History : Use a CRM system to track your customers’ history with your business. This allows you to provide personalized recommendations and better service.

Automotive 52

Automotive Customer Service How To Loyalty Programs 52

Service Untitled

SEPTEMBER 21, 2010

Service Untitled The blog about customer service and the customer service experience. photo credit: liber Possibly Related Posts: NJ toll road collectors lack customer service training Under the US Freedom of Information Act, the popular internet.

Company 47

Company Customer Service Representative Customer Service Training Rewards Programs 47

ViiBE Blog

AUGUST 27, 2021

As part of this customer-centricity , start by implementing tools to improve communication with the customer and measure your performance. Several tools will help you accomplish this. By capitalizing on tools like CRM, co-browsing , and Remote assistance, you can create a robust framework to respond to and collect customer feedback.

Net Promoter Score 52

Net Promoter Score First Call Resolution Effort Score Knowledge Base 52