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

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

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.

Customer Centricity 195

Customer Centricity Exceptional Customer Service Culture Customer Service Training 195

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

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 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

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 164

Social Media Customer Service Customer Care Customer Service Training 164

ShepHyken

JULY 21, 2024

How to Lead an AI Transformation with Customer Care by Ruth Zive (Fast Company) Business leaders know AI can make a positive impact on their companies, but there’s still a lot of debate as to how to get started. Still, Ruth Zive, CMO at LivePerson, suggests using AI to fuel customer care is the obvious place to start.

Customer Service 90

Customer Service ROI Return on Investment Customer Journeys 90

ShepHyken

SEPTEMBER 16, 2020

Grant authority to employees to make customer-focused decisions. This is about giving your team the authority to take care of your customers. It takes some training to show an employee how far they can go, but once you train them, let them go forth and be successful. This can be summed up in one word: empowerment.

Customer Service 170

Customer Service Customer Service Training Training Customer Service Representative 170

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 168

Customer Service Training Training Customers Customer Service 168

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

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 297

Strategy Customer Experience How To Customer Journeys 297

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 84

Self Service Customer Service Customer Service Training Customer Care 84

ShepHyken

MAY 5, 2024

My Comment: Let’s kick off this week’s Top Five roundup with 2024 customer service trends. What caught my eye was the first trend (of eight), which was how social media customer care is driving growth. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 78

Customer Service Social Media Tips B2C 78

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

ShepHyken

NOVEMBER 13, 2023

4 Surefire Ways to Be Exceptional With Your Customer Care by Emily Reynolds Bergh (Entrepreneur) Being kind is not something you necessarily associate with the business world, but remember, at the end of the day, your clients are people, too. Consistency builds trust and confidence. All six of these ideas are valid.

eBook 63

eBook Customer Service Tips Survey 63

ShepHyken

MAY 5, 2024

My Comment: Let’s kick off this week’s Top Five roundup with 2024 customer service trends. What caught my eye was the first trend (of eight), which was how social media customer care is driving growth. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 66

Customer Service Social Media Tips B2C 66

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 122

Customer Service Social Media Customer Experience Professionals Customer Care 122

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

InteractionMetrics

AUGUST 14, 2024

For a construction company handling customer service calls, the quality of information is the most important: customers want to know what products are in stock, when they can pick them up or have them delivered, and specifics about products and applications. Customers care less about how friendly the representative is.

Consulting 52

Consulting Customer Service Company Call Recording 52

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 121

Social Media Customer Service Trends Tips 121

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? So, if customer service isn’t a department, what do you call it? How about “customer care?”

Self Service 71

Self Service Customer Service Chatbots Customer Care 71

ShepHyken

JUNE 4, 2021

There are many advantages to a good FCR rate, one of them being the help that it provides to the organization in determining where the customer agents are lacking effectiveness and require more further improvement. The more the customer agents’ efficiency, the better would be the company’s FCR rate. Customer agent training.

First Call Resolution 88

First Call Resolution System Self Service Management 88

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

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 214

Customers eBook Policies Customer Service Training 214

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 148

Customer Service Training Training Customer Service Course 148

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 238

Customer Experience Strategy How To Effort Score 238

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 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 161

Customer Service Training Customer Service Customer Experience Customer Expectations 161

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 104

Social Media Customer Service Customer Care Insurance 104

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 138

Effort Score Exercises Travel Customer Service Training 138

Michel Falcon Experience

JANUARY 3, 2020

Often, companies only provide customer service training for their frontline employees like customer care professionals and sales team members. Starting with the right mindset and mentality will propel the other two customer service skills forward. Your investors The media The government.

Customer Service 99

Customer Service Strategy Culture Call Center 99

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 111

Self Service Customer Service CRM Infographics 111

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 160

Culture Social Media Customer Service Training Customers 160

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 124

Social Media Customer Service Strategies Strategy Customer Service 124

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

MARCH 7, 2018

Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go t o www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com.

Customer Service Representative 186

Customer Service Representative Banking Social Media Customers 186