Customer Confidence Customer Service Strategies Training 
ShepHyken
JANUARY 7, 2025
Dont Throw Fellow Employees Under the Bus : When mistakes occur, how employees react and what they say impacts the customers perception of the business. It may be someone elses fault, but to the customer, you are the company. Your goal is to win back the customers confidence. That doesnt happen when you blame others.
ShepHyken
JUNE 8, 2022
It’s usually just “little things” – details that often are almost unnoticed – that give our customers confidence and help create customer amazement. . They are also important to our customers, whether they know it or not. It’s the same with a fast reply to an email or quick return phone call. None of these are big.
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ShepHyken
SEPTEMBER 26, 2023
Instead, I want to emphasize the last part of my response to the question: sometimes, customer service agents – and other employees – have different answers to the same questions. The problem is a training issue. Create a database of customer questions and answers and train employees to use it.
ShepHyken
APRIL 25, 2018
For those that haven’t been following, the five-steps are: 1) Acknowledge the problem and thank the customer for bringing it to your attention. Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. 2) Apologize for the problem. 5) Act with urgency.
ShepHyken
FEBRUARY 16, 2022
Just make your customers smarter. . 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. Follow on Twitter: @Hyken.
CSM Magazine
MAY 9, 2024
Sometimes, customers keep their struggles to themselves. That’s why it’s up to service professionals to stay sharp and spot the subtle signs that someone needs a hand. Engaging with Empathy and Active Listening Once a potentially vulnerable customer is identified, the way they are approached and supported is paramount.
ShepHyken
OCTOBER 9, 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.
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