ShepHyken

OCTOBER 7, 2020

The salesperson missed the opportunity to sell more to the customer the first time, causing inconvenience—not to mention frustration—for the customer. This is customer disservice. Sometimes customer disservice happens because someone is taking a shortcut. The concept behind customer disservice is the missed opportunity.

Customer Service Training 167

Customer Service Training Customers Training Customer Service 167

Comm100

MAY 10, 2018

Here are the top 7 reasons why complaining customers are your best customers, and what you can do to turn dreaded customer complaints into golden opportunities. Complaining Customers Care. If there is one thing that can be said about complaining customers, it’s that complaining customers care.

Customers 229

Customers eBook Policies Customer Service Training 229

ShepHyken

APRIL 28, 2021

This is a great customer service training lesson. So, he calls the dealership’s customer service number, which was actually a support center for all of that brand’s dealerships in the U.S. It probably wasn’t an actual script, but it was an answer she was trained to use. He bought a new car.

Transportation 174

Transportation Customer Service Training Exercises Training 174

Bill Quiseng

NOVEMBER 15, 2023

In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. This week, I will explain the third QUI TAKEAWAY: customer service training versus customer CARE education. Training is finite, usually one to three days.

Customer Service Training 97

Customer Service Training Customer Care Training Social Media 97

ShepHyken

OCTOBER 12, 2022

Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. When a company tells me they don’t want to participate in social media customer care, I ask why.

Social Media 163

Social Media Customer Service Customer Care Customer Service Training 163

ShepHyken

SEPTEMBER 18, 2019

There are plenty of reasons you might say no to a customer, so you must train your people accordingly. Then, through training, give employees examples that show them how far they can go. Train by citing examples of actual interactions between employees and customers. Obviously, you must say no to anything illegal.

Customer Service Training 132

Customer Service Training Training Culture Examples 132

Comm100

DECEMBER 19, 2017

Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. 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.

Strategy 344

Strategy Customer Experience How To Customer Journeys 344

Comm100

OCTOBER 11, 2017

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. Well-trained operators mean better customer satisfaction. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Social Media 154

Social Media Customer Service Strategies Customer Service Strategy 154

ShepHyken

JULY 8, 2019

That’s why you need to know how to improve customer service using social media. My Comment: It’s been a while since I included an article about social customer care (social media customer service) in the Top Five Roundup. 100 Of The Most Customer-Centric Companies by Blake Morgan.

Customer Service 120

Customer Service Social Media Customer Experience Professionals Customer Care 120

ShepHyken

AUGUST 7, 2019

That’s when he dropped the “bomb” on the audience—several thousand customer care professionals, all anxiously awaiting Tony’s comments. He informed them that the customer was no longer the first priority. Culture had replaced the customer as the top priority. I’d seen Tony speak before, and he holds nothing back.

Customer Service 132

Customer Service Culture Customer Service Training Leadership 132

ShepHyken

SEPTEMBER 11, 2017

A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of? Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Self Service 83

Self Service Customer Service Customer Service Training Customer Care 83

CSM Magazine

SEPTEMBER 24, 2024

Clients expect exceptional service from their law firm – here’s a roadmap to delivering just that. Excellent customer care is no longer a frill, it’s a fundamental requirement in the legal profession. Step up your law firm’s customer service game and start building strong relationships that last.

Customer Care 52

Customer Care How To Roadmap Customer Centricity 52

Bill Quiseng

JUNE 19, 2024

Then … Educate with CARE. Don’t train your employees. Training is finite (usually one to four days), one way, “I know everything, you know nothing,” instruction. The experiences and lives of everyone, your people and your customers, you and your business, will be enriched. Instead, select people for passion.

Training 109

Training Customer Care Loyalty Interaction 109

ShepHyken

OCTOBER 17, 2018

You can’t answer with “Because we have great customer service.” Find out what makes you truly different, something that your customer cares about, and exploit it. Every time a customer has an interaction with the company, regardless of it being in person, on the phone or online, they have a similar experience.

How To 121

How To Social Media Customer Care Brands 121

ShepHyken

MAY 20, 2020

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 146

Customer Service Training Training Customer Service Course 146

ShepHyken

JULY 22, 2019

(Smart Customer Service) The quickly evolving social media landscape has forced companies to work harder to maintain a positive customer experience, as 83 percent of people have higher digital customer service expectations than they did last year. If you are, this will give you some reminders to consider.

Social Media 120

Social Media Customer Service Trends Tips 120

ShepHyken

MARCH 29, 2017

And, social customer service allows you to take the interactions with your customers to an even higher level. This is the second year in a row that Social Media Marketing World has had a social customer care track. It is proof that social customer care is something that companies cannot ignore.

Customer Care 48

Customer Care Social Media Conference Customer Service Training 48

Bill Quiseng

NOVEMBER 1, 2023

Let’s be revolutionary to transform CX Into CXM, customer service to customer CARE, and customer service training to an education in customer CARE or customer CARE University. To paraphrase John DiJulius’ battle cry, it’s time for a CX Revolution! Why only three?

Customer Journeys 97

Customer Journeys Sports Customer Service Training Customer Care 97

ShepHyken

MAY 5, 2021

Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 159

Customer Service Training Customer Service Customer Experience Customer Expectations 159

Vonage

JANUARY 24, 2017

Can you allow one department to sabotage your commitment to quality and customer care? Action steps for customer service excellence. Then map each department that makes contact with your customers. Now rank them all from best to worst in quality, flexibility, competence and customer care.

Customer Service 133

Customer Service Advertising Contact Center Culture 133

ShepHyken

OCTOBER 28, 2020

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Culture 158

Culture Social Media Customer Service Training Customers 158

ShepHyken

OCTOBER 22, 2018

Facebook Messenger is becoming a great customer support channel, and more than 300,000 companies are on it with their chatbots as the first line of customer service. Millennials vs Gen Z: How Their Customer Care Preferences Compare by Guthrie-Jensen Consultants. Guthrie-Jensen Consultants, Inc.)

Customer Service 22

Customer Service Chatbots Infographics Consulting 22

ShepHyken

SEPTEMBER 23, 2020

This is hardcore cardio training with some friendly competition worked in, which makes for an exhilarating workout. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Effort Score 135

Effort Score Exercises Travel Customer Service Training 135

ShepHyken

FEBRUARY 5, 2020

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. The post The Last Customer on Earth appeared first on Shep Hyken.

Customer Service Training 147

Customer Service Training Customers Course Customer Service 147

ShepHyken

JANUARY 28, 2019

While an excellent concept for customers, it is also appropriate for the colleagues you work with. Social media customer care best when humans and bots are at play by Tara Jones. Retail Customer Experience) Here are five considerations for a mindfully sound social care strategy. ” Download it today!

Social Media 102

Social Media Customer Service Customer Care Insurance 102

ShepHyken

AUGUST 5, 2019

Seriously, it is a good look into what customers expect and want from the companies they do business with. 10 Tips for Balancing Self-Service, Hands-On Customer Care Support by MCM Staff. My Comment: Self-service is a powerful part of the customer experience. Read this article and find out how.

Self Service 109

Self Service Customer Service CRM Infographics 109

Bill Quiseng

NOVEMBER 22, 2023

Saving the best for last, don’t just deliver to your people top-down, one-way, “one and done” customer service training. Instead, educate your people interactively, frequently, and continuously at Customer CARE University with you as mentors and coaches at your business.

Customer Journeys 97

Customer Journeys Self Service NPS Customer Care 97

Russel Lolacher

DECEMBER 10, 2019

Do they have communications training? Social media training? Customer service training? When responding to customers, they are looking for an answer right away and don’t care about your approval process. How will your social media customer service team integrate into the larger organization?

Social Media 102

Social Media Customer Service Strategies Strategy Customer Service 102

ShepHyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 27

Customer Service Effort Score Net Promoter Score Contact Center 27

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Customer Experience Metrics.

Customer Experience 291

Customer Experience Strategy How To Effort Score 291

ShepHyken

JULY 3, 2019

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. The post Proactive Customer Support appeared first on Shep Hyken.

Customers 134

Customers Customer Service Training Examples Training 134

Bill Quiseng

NOVEMBER 8, 2023

With the Rule of Three in mind, here is the second QUI TAKEAWAY: Customer service versus customer CARE. So shouldn’t customer service be customer care? At the same time, customer service experts have advocated that the the people in customer service are the frontlines.

Customer Service Representative 88

Customer Service Representative Customer Care Social Media Loyalty 88

ShepHyken

JANUARY 2, 2019

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. The post A Doctor’s Prescription for Good Customer Service appeared first on Shep Hyken.

Customer Service 132

Customer Service Insurance System Customer Focused 132

ShepHyken

NOVEMBER 21, 2018

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. The post Five Ways to Create Customer Loyalty appeared first on Shep Hyken.

Loyalty 130

Loyalty Customer Service Training Customers Tips 130

ShepHyken

JULY 24, 2019

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 130

Customer Service Training Training System Customer Focused 130

ShepHyken

SEPTEMBER 12, 2018

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. The post Never Take Your Eyes Off the Customer appeared first on Shep Hyken.

Hospitality 130

Hospitality Customer Service Training Customers Video 130

ShepHyken

OCTOBER 2, 2019

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. The post Live Up to a Higher Standard of Service appeared first on Shep Hyken.

Customer Service Training 130

Customer Service Training Meeting Customer Experience Training 130