ShepHyken

MARCH 10, 2021

It’s leadership’s job to define the customer service vision, ensure it’s communicated, and be the role models demonstrating how customers and employees are to be treated. In addition, leadership and management must defend the culture. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Culture 160

Culture Hotels Customer Service Training Training 160

ShepHyken

JANUARY 15, 2020

Determine how a situation like this should be handled and then create a process for crisis management. The process should include informing management and contacting the appropriate authorities. Train everyone in your organization how to respond using this process. Training is important to ensure consistency.

Training 160

Training Customer Service Training Exercises Course 160

ShepHyken

JULY 22, 2020

I was on a customer support call with a software company and their rep said, “I’ll need to talk to my manager. Did he just say he would fight his manager to make me happy? This is the customer service rep I want to talk to every time I call the company. The post Would You Fight to Make Your Customers Happy?

Poor Customer Service 167

Poor Customer Service Customer Service Training Software Sales 167

ShepHyken

JULY 14, 2021

Trippi is a world-class, award-winning hotel manager and Mitchell is a super-successful restauranteur. Both know the value of their customers hearing yes for an answer. If you dig a little deeper into the concept, it’s not so much about saying, “Yes” to every customer. What is the Question ? Follow on Twitter: @Hyken.

How To 171

How To Hotels Hospitality Transportation 171

ShepHyken

FEBRUARY 12, 2020

Do customers love you even when there’s a problem or complaint? Here are six ways to make customers love you no matter what! Become customer-focused. This means that in addition to creating an amazing customer experience, every decision keeps the customer in mind. Manage problems and complaints.

Customer Focused 152

Customer Focused B2B Customer Service Training Customers 152

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

JUNE 9, 2021

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. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Service Training 157

Customer Service Training Customers Training Customer Service 157

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 151

Sales Customer Service Training Training Customer Service 151

ShepHyken

NOVEMBER 4, 2020

Then there is the solution or resolution to the customer’s issue. In some cases, there are multiple ways to manage the outcome. Depending on what’s needed, you adjust to those options and give the customer what they are hoping for—an experience that makes it worth coming back to do business again. Train them well.

Customer Service Training 151

Customer Service Training Social Media Customer Service Representative Training 151

ShepHyken

AUGUST 5, 2020

Diane is president and regional general manager at Univision. As she moved into this role, she realized the opportunities that would come from providing a better customer experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service 164

Customer Service How To Exercises Customer Service Training 164

ShepHyken

MARCH 31, 2021

If you’re not working directly with customers, one of the best ways to learn what’s really happening on the front line is to spend a shift with a customer support agent or go out for some sales calls. There you have it, three ways you can get to know your customers even better. Follow on Twitter: @Hyken.

Customer Service Training 160

Customer Service Training Feedback Customers Groups 160

ShepHyken

DECEMBER 8, 2021

The result is that companies are forced to “skimp” on the quality and service customers have come to expect. I asked the manager why we couldn’t be seated. Rather than deliver a poor customer service experience, they felt it was better to shut down part of the restaurant. Customers love information.

Poor Customer Service 155

Poor Customer Service Hotels Customer Service Training Customer Service 155

ShepHyken

FEBRUARY 3, 2021

Instead, he thinks the delays are due to poor management by the front desk personnel. Managed the right way you’ll get the employee back on track or you’ll quickly learn he or she needs to go to a different position – or another job in another company. This is something that needs to be discussed, managed and corrected.

System 155

System Customer Service Training Training Management 155

ShepHyken

MAY 12, 2021

During a recent keynote presentation to an audience of managers of a major retail chain, an example was shared, and it was a good one. A customer had left her purse at the store. It was found by an employee who put it in the manager’s office for safekeeping. For information, contact 314-692-2200. Follow on Twitter: @Hyken.

Course 168

Course Customer Service Training Retail Examples 168

ShepHyken

MARCH 24, 2021

Business management guru Peter Drucker said, “You can’t manage what you don’t measure.”. Why do our customers come back? There are a number of ways organizations measure customer satisfaction. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Measurement 160

Measurement Net Promoter Score Effort Score Customer Satisfaction 160

ShepHyken

APRIL 13, 2022

We didn’t accept credit cards, so when customers finished filling up their tanks, we would go to their car, take their money and make the appropriate change.? . She appreciated my assistance, but my manager didn’t. When I came inside, he yelled at me for helping her and emphasized the meaning of a self-service gas station.

Self Service 138

Self Service Customer Service Customer Focused Customer Service Training 138

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? . These questions are for you and your management team.

Hospitality 169

Hospitality Customer Experience Hotels Feedback 169

ShepHyken

JANUARY 6, 2021

As sophisticated CRMs (Customer Relationship Management systems) and AI integrate, the data that is generated will help companies create a more personalized experience. Customers enjoy feeling connected—when companies know who they are—even if it’s at a digital level. Chatbots will do more than just communicate with customers.

Self Service 172

Self Service Chatbots Customer Relationship Management Customer Service Training 172

ShepHyken

MAY 5, 2021

A customer could be happy with the company they do business with for years, then one day something bad happens. And, if that experience is managed the way it should be, it not only fixes the problem but also restores the customer’s confidence in the company. Eventually, the bad experience will fade in the customer’s memory.

Customer Service Training 161

Customer Service Training Customer Service Customer Experience Customer Expectations 161

ShepHyken

JUNE 22, 2022

As a young man, my friend was the manager of a high-end retail jewelry store. He hired a salesperson, Lila, who, in his words, “Lived only to provide excellent customer service.”?As As part of the sales process, the salesperson had to get the customer’s information. Regardless, I hope you appreciate this story. .

Customer Service Training 141

Customer Service Training Training Retail Communication 141

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Involving executive management and staff is crucial.

Strategy 390

Strategy Customer Experience How To Customer Journeys 390

ShepHyken

JULY 5, 2021

They may even make you rethink how you email your customers. 7 ways leaders can model great customer service by Jeff Toister. Toister Solutions) You have to walk the talk if you want your employees to be customer-focused. Here is a brief article about how to start designing a customer loyalty program.

Customer Service 156

Customer Service Loyalty Programs Hotels Infographics 156

CSM Magazine

APRIL 12, 2022

A typical, and often standard, interview question is: “How do you manage rude, aggressive, or difficult customers?” When I think back to the difficult interactions I’ve had with customers, they have either come through frustration regarding business policies or delays in the receipt of goods. But at what cost should it be?

Customer Service Training 52

Customer Service Training Training Customer Service Policies 52

ShepHyken

MARCH 17, 2021

The manager said, “I thought so, too, but we were able to do a simple repair. 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.

Sales 173

Sales How To Customer Service Training Customers 173

ShepHyken

APRIL 1, 2020

I hustled back into the warm building where my manager asked, “What do you just do?”. He said, “Son, this is a self-service gas station. Unfortunately, if my boss talked that way to most of the other employees I worked with, they would be scared to death to go out on the drive and help a customer. Follow on Twitter: @Hyken.

Self Service 119

Self Service Customer Service Leadership Customer Focused 119

ShepHyken

OCTOBER 28, 2020

They were getting ready to promote someone to a position that managed the love process. 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.

Culture 160

Culture Social Media Customer Service Training Customers 160

ShepHyken

AUGUST 14, 2019

For instance, if the wrong person is in a customer-facing position and they don’t properly manage a customer’s experience, it could create problems. But there’s one person who doesn’t understand the importance of being customer-focused. They are sometimes a little curt or short-tempered with customers.

Sports 130

Sports Effort Score Customer Focused Customer Service Training 130

ShepHyken

JANUARY 29, 2020

While you probably don’t have a real genie to bring you customers (although I don’t want to completely rule out the possibility), you probably do have people managing your marketing and sales efforts. Those people will bring you customers. Once you have them, don’t blow it. Follow on Twitter: @Hyken.

eBook 157

eBook Video Customer Service Training Sales 157

ShepHyken

FEBRUARY 14, 2022

(MarTech Series) Redpoint Global, a leading software provider that helps brands deliver revenue-generating, personalized customer experiences, today announced new research revealing trends in brand loyalty and implications around customer experience management. Not just the front line!) Follow on Twitter: @Hyken.

Customer Service 127

Customer Service Customer Service Training Policies Loyalty 127

ShepHyken

JUNE 17, 2020

In other words, what are you doing today to get the customer to come back next time ? Assuming what you sell is a good product that does what it’s supposed to do, the way you manage the customer’s experience is what will increase the likelihood of the customer returning. Follow on Twitter: @Hyken.

Customer Service Training 160

Customer Service Training Strategy Software Customer Service 160

ShepHyken

JUNE 3, 2020

The manager of that restaurant was watching what had just unfolded and said, “Sir, we’ll be happy to serve you breakfast.”. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Directly next to this quick-serve restaurant, was another restaurant. Follow on Twitter: @Hyken.

Customer Service Training 125

Customer Service Training Guidelines Training Course 125

Eptica

FEBRUARY 19, 2021

Date: Friday, February 19, 2021 Author: Pauline Ashenden - Demand Generation Manager How to build mental muscle memory for customer service success. Learning from Santa’s customer service success. Tags: Micah Solomon, Customer service training, WFH environment Categories: Best Practice.

Customer Service 104

Customer Service How To Customer Service Training Customer Focused 104

ShepHyken

DECEMBER 28, 2022

Here are 23 ways to help you and your teams provide an amazing customer experience in 2023. . Manage the first impression. Manage last impressions. Customers want to work with people who “know their stuff.” . Train and empower your employees. If you have good people and train them well, let them do their job.

Fashion 138

Fashion Guidelines Policies Customer Service Training 138

ShepHyken

MARCH 3, 2021

But, most of the time this is their new way of managing the passenger’s experience, I like it. Here’s what we learned: Be Proactive – When you know there’s a problem, let the customer know right away. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Airlines 155

Airlines How To Travel Customer Service Training 155

ShepHyken

NOVEMBER 25, 2020

Having colleagues and managers around you can be of great assistance when you have a question or may not be 100% sure of what to do. You may care about your customer, but does the customer know it? Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service 153

Customer Service Leadership Training Customer Service Training 153

ShepHyken

AUGUST 17, 2022

And some of them are easily managed. Don’t let negative signals that are easily in your control taint the customer’s experience. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Airlines 138

Airlines Comparison Advertising Customer Service Training 138

ShepHyken

JANUARY 25, 2021

The author focuses on retail, but I see this way of thinking working for just about every type of business. Hospitality Net) In this article, we reflect on where such issues may arise, how to measure, and how to take fast, effective action allowing you to manage your hotel in the best way possible. Follow on Twitter: @Hyken.

Customer Service 163

Customer Service Guest Experience Loyalty Programs Hospitality 163