ShepHyken

APRIL 12, 2017

Once the customer service representative came on the call, Cindy briefly described the problem. 41 minutes of our life gone due to long hold times and two customer service reps who were not properly trained or had not been empowered with the authority to get the job done. Shattered customer confidence.

Banking 101

Banking Customer Service Representative Customer Confidence Customer Service Training 101

CSM Magazine

APRIL 27, 2017

Following a poor customer service experience with his bank, Shep Hyken discusses the importance of customer confidence. Once the customer service representative came on the call, Cindy briefly described the problem. Shattered customer confidence. So, what was the cost to the bank?

Banking 63

Banking Customer Confidence Poor Customer Service Customer Service Representative 63

ShepHyken

DECEMBER 21, 2021

When they don’t feel that they are progressing to a solution, customers will feel anger towards customer service representatives and ultimately, the brand. Companies avoid engaging with their customers for the following reasons: To limit their cost. Companies sometimes become enamored with the technology.

Customer Service Representative 69

Customer Service Representative Customer Confidence Advertising Chatbots 69

ShepHyken

MARCH 14, 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.

Wait Times 114

Wait Times Customer Service Training Customers Customer Service 114

CSM Magazine

JUNE 19, 2023

Be Transparent in Communication Creating an environment of trust with your customers is essential, and you can accomplish that by fostering transparent communication. During training, encourage your customer service team to be open, honest, and clear when providing assistance or sharing information.

Customer Service 52

Customer Service Social Media Exceptional Customer Service Customer Service Representative 52

CSM Magazine

DECEMBER 13, 2023

To improve work conditions and employee engagement and development, here are some things to do to keep your agents from leaving: Implement an effective onboarding program to make sure that new employees are well-trained. Provide learning opportunities to keep employees engaged in their roles.

Customer Service 52

Customer Service CRM Call Center Employee Engagement 52

ShepHyken

FEBRUARY 1, 2017

I can’t speak to what happened at the airport when passengers approached gate agents for help, or what happened on the phone lines as passengers tried to reach a customer service representative. I’m sure there were long lines and hold times.

Case Study 48

Case Study Airlines Study Customer Service 48