ShepHyken

MARCH 4, 2025

If customers are frustrated by your competitions complicated return policies, make sure you arent guilty of the same. Share insights with your team and use them to stay customer-focused and ahead of your competition. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

How To 82

How To Exercises B2B Feedback 82

ShepHyken

OCTOBER 29, 2024

Always Available – Even with AI and digital support as good as they are today, customers may still want to talk to a human. Empowered Employees – Customers want to work with employees who can make good customer-focused decisions and don’t have to ask a manager whenever there is a unique or special request.

Loyalty Programs 85

Loyalty Programs Customer Service Training Video Customer Service 85

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. I know… this is common sense. Not that much!

Customer Service 169

Customer Service Customer Service Training Training Customer Service Representative 169

ShepHyken

MARCH 10, 2021

If any part of the team isn’t in alignment with the customer service vision, be it an individual or a department – or even an entire region for larger companies – they need to be coached and properly trained. They must be trained to it. Everyone must know the role they play in delivering on that definition.

Culture 158

Culture Hotels Customer Service Training Training 158

ShepHyken

OCTOBER 27, 2024

Forrester: Customer obsession is key to B2B revenue and profits by Paul Demery (Digital Commerce 360) “Customer-obsessed” B2B companies build better relationships with employees and customers than peer companies without a strong customer focus, Forrester Research says. Connect with Shep on LinkedIn.

Customer Service 79

Customer Service Social Media B2B Chatbots 79

ShepHyken

JANUARY 15, 2020

Train everyone in your organization how to respond using this process. Training is important to ensure consistency. While Tom’s question was focused on how to respond in a customer support center, this situation could happen to anyone in almost any department. Get the process on paper and train… and then train again.

Training 158

Training Customer Service Training Exercises Course 158

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 167

Customer Service Training Customers Training Customer Service 167

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

ShepHyken

JULY 14, 2021

And, that’s a pretty big difference, but not to the customer. The key is in how you train people to not say, “No.” Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. So, let’s flip this around. Hence, “One to say YES and two to say NO.”. Follow on Twitter: @Hyken.

How To 171

How To Hotels Hospitality Transportation 171

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

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

ShepHyken

JUNE 24, 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 How to Measure Customer Retention appeared first on Shep Hyken.

Customer Retention 169

Customer Retention Measurement How To B2C 169

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

ShepHyken

NOVEMBER 4, 2020

A good customer service representative—or anyone in a customer-facing role—can manage the customer’s experience in numerous ways. Train them well. Empower them to make good decisions on behalf of the customer and the company. It doesn’t matter as long as the end result of the experience is positive.

Customer Service Training 148

Customer Service Training Social Media Customer Service Representative Training 148

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

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

ShepHyken

JUNE 9, 2021

Everybody has angry customers. 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.

Customer Service Training 154

Customer Service Training Customers Training Customer Service 154

ShepHyken

JULY 15, 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.

Hotels 157

Hotels Customer Service Training Customers Training 157

ShepHyken

JULY 19, 2021

who understands customer behavior. 12 Ways To Implement Successful Employee Training Initiatives by Forbes Human Resources Council. Forbes) Training is an essential, albeit costly, part of the onboarding process for new employees at any company. This excellent article is written by a Ph.D. Follow on Twitter: @Hyken.

Customer Service 151

Customer Service Chief Customer Officer Contact Center Customer Service Training 151

Vonage

JUNE 23, 2017

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. Related Posts Create your customer service mantra. Follow on Twitter: @Hyken.

Customer Experience 193

Customer Experience Marketing Advertising Customer Service Training 193

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

JUNE 22, 2022

However, if you upset a customer by referring to them the wrong way or say something that is socially or politically incorrect, having the best intentions doesn’t make it right. But for training purposes, you have to acknowledge the intent before focusing on the change of behavior. . Follow on Twitter: @Hyken.

Customer Service Training 138

Customer Service Training Training Retail Communication 138

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. Related: How to Improve Customer Service Training with Simple Metrics.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

NOVEMBER 18, 2024

Chewy CEO Sumit Singh explains that a “moat” of human-led customer service was built around the Chewy brand so that it can compete in the evolving marketplace. My Comment: Let’s kick off this week’s Top Five roundup with a Fast Company interview with Sumit Singh, the CEO of one of my favorite customer-focused companies, Chewy.

Customer Service 73

Customer Service Loyalty Customer Satisfaction Customer Service Training 73

ShepHyken

MAY 19, 2021

It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. By the way, this is the same exercise we teach in our customer service training programs. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Meeting 146

Meeting Customer Service Exercises Customer Service Training 146

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. Are you that good? Be transparent.

Customer Focused 149

Customer Focused B2B Customer Service Training Customers 149

ShepHyken

JANUARY 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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 147

Customer Service Training Training Customer Service Sales 147

ShepHyken

JANUARY 27, 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 145

Customer Service Training Training Customer Service Meeting 145

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

SEPTEMBER 8, 2021

Make your phone number and email address easy to find, and be available on other channels you know your customers like to use (text, social media, etc.). Second, if the customer reaches the wrong person on the first attempt, be sure that the employee knows who the right person is. Well, there you have it. Follow on Twitter: @Hyken.

Social Media 168

Social Media Customer Service Training Training Customers 168

ShepHyken

MARCH 31, 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 Get to Know Your Customer Day appeared first on Shep Hyken.

Customer Service Training 158

Customer Service Training Feedback Customers Groups 158

ShepHyken

MARCH 4, 2020

When you make a habit of amazing the people you work with, you will inevitably end up amazing your customers… and these amazing experiences will turn your satisfied customers into customer evangelists!” A great service experience is not just a one-time-effort. It takes constant training and practice.

Loyalty 167

Loyalty Customer Service Training Customers Training 167

CloudCherry

AUGUST 22, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic ® , The Loyal Customer , The Cult of the Customer , The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. The post Do you say you want a Revolution? appeared first on CloudCherry.

Travel 150

Travel Customer Service Training Culture Loyalty 150

ShepHyken

OCTOBER 27, 2021

I realized after the third one that she was trained to say, “I’m sorry,” but she wasn’t trained on when or how often to say it. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. In four short minutes, she apologized seven times. Follow on Twitter: @Hyken.

Customer Service Training 152

Customer Service Training Training Customers Customer Service 152

ShepHyken

AUGUST 11, 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. Follow on Twitter: @Hyken. Copyright © MMXXI, Shep Hyken).

Loyalty 174

Loyalty Customers Customer Service Training Retail 174

ShepHyken

FEBRUARY 14, 2022

Don’t miss the opportunity to create customer loyalty through an easy and hassle-free return policy. This article covers several important ways to deliver that return policy experience that fosters goodwill and gets customers to return again and again. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick.

Customer Service 125

Customer Service Customer Service Training Policies Loyalty 125

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