ShepHyken

JULY 28, 2021

One of the big concepts we teach in our customer service training programs is the concept of Always. This is the backbone of creating customer amazement. For example, your customers might say: “They are always so helpful.”. Beyond understanding, it takes training – and not just one time.

Customer Service Training 166

Customer Service Training Training Meeting Customer Service 166

InteractionMetrics

SEPTEMBER 9, 2024

But if you ask them what their customer service strategy is, you’ll probably get blank stares. Here are two realities worth pondering: Every company communicates something about itself through customer service. Customers remember how they were treated far more than they remember your images and ads.

Customer Service Strategies 52

Customer Service Strategies Strategy Brands Customer Service 52

ShepHyken

AUGUST 12, 2020

That’s a great customer service strategy—just be nice! 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.

Customer Service Strategies 138

Customer Service Strategies Customer Service Training Customer Service Strategy 138

ShepHyken

AUGUST 5, 2020

What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? Is it people who aren’t properly trained or don’t have the right people skills? That’s exactly what my friend and client, Diane Kniowski, did.

Customer Service 163

Customer Service How To Exercises Customer Service Training 163

Blake Morgan

JANUARY 14, 2025

Despite the rapid strides in AI technology, many companies face significant hurdles when it comes to effectively integrating it into their customer service strategies. Blake Morgan was called The Queen of CX by Meta. 8CXLaws.com.

Customer Centricity 52

Customer Centricity Call Flow Strategy Contact Center 52

ShepHyken

NOVEMBER 3, 2021

Do you consistently train and have daily or weekly huddles where you discuss the service opportunities that were missed in the last day (or week)? . Do you provide ongoing reinforcement or training to keep your employees guest-focused? . Is there one person (or more) that you know is causing the problem? .

Hospitality 168

Hospitality Customer Experience Hotels Feedback 168

Thematic

MARCH 20, 2025

By identifying patterns in customer complaints, AI text analytics helps businesses improve self-service resources, refine agent training, and optimize customer service processes. AI text analytics reveals the bigger picture, helping teams make data-driven decisions to enhance customer support.

Analytics 62

Analytics Customer Service Analysis e-support 62

ShepHyken

JULY 22, 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 Would You Fight to Make Your Customers Happy?

Poor Customer Service 166

Poor Customer Service Customer Service Training Software Sales 166

Vonage

MARCH 26, 2018

From there, sit down with your best service reps and discuss the types of customers they commonly deal with on a day-to-day basis. In combination, this process will allow you to ‘flesh out’ a series of profiles based on your typical customer’s needs, wants and expectations.

Omni-Channel 145

Omni-Channel Self Service Customer Experience Social Media 145

ShepHyken

AUGUST 21, 2019

The article made me think about how all businesses should have a “should have” list, especially if you want your customers to have a certain experience. I refer to this list as Customer-Focused Musts. For example, a restaurant’s customer-focused list could (and should!) It’s time—and you must get customer-focused

Customer Experience 129

Customer Experience Insurance Customer Focused Customer Service Training 129

ShepHyken

SEPTEMBER 15, 2021

If the equipment we sold our customers ever broke down, we would come to them to pick it up and leave a replacement until theirs was fixed. . I would only hire the best people and train them to take care of our customers. . Our service would be impeccable. . The post Would Customers Pay to Do Business with You?

Hotels 170

Hotels Customer Service Training Retail Customers 170

ShepHyken

MAY 26, 2021

I told him, “I’m customer service speaker and we provide customer service training.” The lesson: Know who your customer is. If you can, plan in advance, do a little homework and spend a couple of minutes (or more) finding out what your customer does. He responded with, “You’re a design firm.”

Sales 148

Sales Customer Service Training Training Customer Service 148

ShepHyken

DECEMBER 4, 2019

There are certain things employees should never say to a customer. But the real goal of training isn’t to teach employees about specific things to share or not share with customers. It’s to teach the common sense that you shouldn’t say anything that isn’t customer-friendly. I think you get the point.

Tips 117

Tips Training Customer Service Training Customer Focused 117

ShepHyken

NOVEMBER 25, 2020

Leadership defines the customer service and CX vision for everyone to follow. Good People: The people on the inside of the organization create the experience for the customers on the outside. Taking Responsibility: If you have good people who have been properly trained, let them do their job. This is called empowerment.

Customer Service 150

Customer Service Leadership Training Customer Service Training 150

ShepHyken

JANUARY 20, 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 163

Customer Service Customer Journeys Exercises Touchpoint 163

ShepHyken

OCTOBER 26, 2022

That is why hiring the right people and properly training them is so important. . Let’s talk about training for a moment. I’ve had debates with clients about training seasonal employees, part-timers, and employees they know will leave within a year. My position is that everyone must be trained.

Training 120

Training Customer Service Training Culture Brands 120

ShepHyken

MAY 22, 2019

It’s still an opportunity to listen to the customer, empathize with their problem, give a little sympathy, and then show them how good you and your company are – regardless of whatever the problem is and who is to blame. That’s what the best customer-focused people do. That’s what the best companies do.

Customer Focused 133

Customer Focused Customer Service Training Customers Customer Service 133

ShepHyken

AUGUST 19, 2019

(G2 Crowd) Providing great customer service is not a choice or luxury; it’s a standard your customers expect. Well, here are nine “how to not’s” to consider in your customer service strategy. If live chat and chatbots are part of your customer service strategy, read this article.

Customer Service 121

Customer Service Leadership Ecommerce Culture 121

ShepHyken

FEBRUARY 23, 2022

Great customer-focused companies make it easy to get information quickly. It might be a Frequently Asked Questions page on the company’s website or a video tutorial that teaches exactly what the customer needs without having to call customer support. They want to get information quickly and easily.

Competitive Advantage 132

Competitive Advantage Customer Focused Customer Service Training Video 132

ShepHyken

JUNE 9, 2021

Some customers are angry because they have a complaint. Whatever the reason, you must know how to handle angry customers. In our customer service training workshops , we provide a number of tactics to manage these difficult customer situations. Some are just having a bad day. Follow on Twitter: @Hyken.

Customer Service Training 154

Customer Service Training Customers Training Customer Service 154

ShepHyken

JULY 21, 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. The post The Shortest Customer Service Keynote Speech Ever!

Customer Service 174

Customer Service Customer Service Training Customers Video 174

ShepHyken

DECEMBER 28, 2022

Avoid phrases customers hate, such as, “It’s not my department,” or, “That’s our company policy.” Train and empower your employees. If you have good people and train them well, let them do their job. Customers love working with empowered employees. . Be customer focused. Follow on Twitter: @Hyken.

Fashion 135

Fashion Guidelines Policies Customer Service Training 135

ShepHyken

AUGUST 18, 2021

Knowing your customers better than your competition knows them may be the differentiator that earns you their business. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken. Copyright © MMXXI, Shep Hyken).

Airlines 173

Airlines Customer Experience Survey Customer Service Training 173

ShepHyken

APRIL 13, 2022

If all they are focused on is the process or the bottom line and they don’t take their employees and customers into consideration, you’ll have a well-run business that loses to a competitor who creates a better customer experience. . The post The Day I Became a Customer Service Expert and Two Important Lessons?

Self Service 135

Self Service Customer Service Customer Focused Customer Service Training 135

ShepHyken

OCTOBER 6, 2021

Be sure customers know how much you appreciate their business, and how you look forward to serving them again. . 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.

Course 168

Course Customer Service Training Customers Customer Service 168

ShepHyken

AUGUST 3, 2022

Have a recording that directs the customers with lost luggage to call the airline they used. . If the customer ignores the recording, have the customer service rep properly trained to empathize and provide the customer with the airline’s phone number. . Follow on Twitter: @Hyken.

Airlines 135

Airlines Leadership Training Customer Service Training 135

ShepHyken

JULY 22, 2019

Top 14 Ways to Create a Great Customer Experience Strategy in 2019 [Updated] by Amritpal Dhangal. Acquire) If you really want to get ahead in the game, nail down a great customer service strategy. 14 ways to deliver a great customer experience – and more. Follow on Twitter: @Hyken.

Social Media 120

Social Media Customer Service Trends Tips 120

ShepHyken

DECEMBER 21, 2020

How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. According to Channels, after just one negative experience, 51% of customers will never do business with that company again. by GISuser.

Customer Service 123

Customer Service Airlines Tips Customer Service Strategies 123

ShepHyken

AUGUST 16, 2021

Pay special attention to number two, which is to post or re-post “User Generated Content” ( also known as USC) created by your customers on the different social media channels your company is on. 3 Projects to Refresh your Customer Service Strategy and Relieve Stress by Laura Krajewski. This isn’t just information.

Customer Service 96

Customer Service Social Media Tips Multi-Channel 96

ShepHyken

NOVEMBER 30, 2022

The dance is the metaphor for your business, and what got them to the dance is why customers keep doing business with you.? . The point of this is to think about changes you make that aren’t customer-focused. Any change, even if you think the customer will like it, could be opposed and cause friction.

Policies 121

Policies Customer Focused Customer Service Training Software 121

ShepHyken

JANUARY 5, 2022

BarkBox gave us a perfect example of showing how to use timely proactive communication and personalization to create a better customer experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken. Copyright © MMXXI, Shep Hyken).

Customer Experience 174

Customer Experience How To Touchpoint Communication 174

ShepHyken

SEPTEMBER 29, 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. That’s what the best companies are doing, and you can do it too! .

Industry 161

Industry Hospitality Leadership Customer Service Training 161

ShepHyken

OCTOBER 20, 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. “Old school” ideas may have more relevance than you think. . Follow on Twitter: @Hyken.

Fashion 158

Fashion Customer Service Training Technology Communication 158

ShepHyken

DECEMBER 29, 2021

Without the ability to take payment, they could close the bakery, or they could trust that their customers to pay later. It’s obvious, the team at the bakery took the customer-focused approach. . On occasion, a customer would leave their wallet or purse at home. The post How Much Do You Trust Your Customers?

B2B 144

B2B Customer Service Training Customers Retail 144

ShepHyken

FEBRUARY 14, 2023

Deliver an experience your competitors don’t, and watch how many of your customers say, “I’ll be back!” Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Get more information on The Customer Focus ™ customer service training programs.

Company 156

Company Customer Service Training Online Experience Customer Service 156

ShepHyken

OCTOBER 12, 2022

The ones your customers are using. . 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.

Social Media 163

Social Media Customer Service Customer Care Customer Service Training 163

ShepHyken

SEPTEMBER 9, 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 138

Customer Service Training Training Customer Service Customer Expectations 138