ShepHyken

SEPTEMBER 16, 2020

First, the department that is often referred to as “customer service” should not be viewed as a cost center. Customer service representatives save customers that are unhappy and, in many cases, ensure customers come back. Grant authority to employees to make customer-focused decisions.

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Service Untitled

JUNE 29, 2011

Front-line customer service representatives impact our everyday lives. Whether we are returning sour milk to the local supermarket or our new car with only 6,000 miles has been in the repair shop more than it has been on the road, representatives who deal with the public are significantly important to each organization.

Customer Service Representative 42

Customer Service Representative Training Customer Service Social Media 42

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’s about versatility. The ingredients are simple. Start with good people.

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Customer Service Training Social Media Customer Service Representative Training 148

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing.

Training 48

Training Customer Service Customer Service Representative Customer Service Training 48

Bill Quiseng

NOVEMBER 8, 2023

At the same time, customer service experts have advocated that the the people in customer service are the frontlines. We may logically say that customer service representatives are the frontlines because they are front and center with customers. Be GREAT out there!

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Customer Service Representative Customer Care Social Media Loyalty 88

LiveChat

DECEMBER 14, 2016

Being a customer service representative is a huge responsibility. When working in customer service, you are the face of a company. Customers who will think about the company will think about how you treated them and whether you helped them before thinking about the company’s marketing message.

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Customer Service Representative Customer Service Guidelines Knowledge Base 28

ShepHyken

MARCH 7, 2018

These are great people who work in customer support centers and respond to a customer’s questions and complaints with patience, empathy, and efficiency. They’re your front line for your customers. And they’re often referred to as CSRs, or customer service representatives. Follow on Twitter: @Hyken.

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Customer Service Representative Banking Social Media Customers 183

Myra Golden

DECEMBER 19, 2017

But, sometimes, personalization can get in the way of serving the customer and moving things forward. Last week I delivered a customer service training session where part of our focus was moving employees out of an attitude of personalization to an emphasis on finding a win-win solutions for problems.

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Customer Service Representative Customer Service Customer Service Training Groups 45

ShepHyken

MARCH 18, 2020

A customer service representative answers the phone and hears about a problem a customer is having. It occurred before the customer called. The big question is… how long before the customer called did the problem occur? The phone rings. Maybe it happened two minutes ago—or maybe it was two days ago.

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First Call Resolution Customer Service Training Customer Service Representative Contact Center 103

CSM Magazine

DECEMBER 29, 2022

Business banking encompasses many services, including business loans , lines of credit, processing payments, foreign business exchange and making investments to help business owners manage their finances. Taking a few extra minutes out of your day to honor promises will be sure to pay off in the end result with satisfied customers.

Banking 52

Banking Customer Service Customer Service Training Customer Service Representative 52

ShepHyken

SEPTEMBER 30, 2020

The top response, with over 65% of respondents in agreement, is that people just want to be treated like a valued customer—with kindness, respect and dignity. Customers are people, not account numbers. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

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Customer Service Poor Customer Service Customer Service Representative Course 129

ShepHyken

MARCH 18, 2020

A customer service representative answers the phone and hears about a problem a customer is having. It occurred before the customer called. The big question is… how long before the customer called did the problem occur? The phone rings. Maybe it happened two minutes ago—or maybe it was two days ago.

First Call Resolution 71

First Call Resolution Customer Service Training Customer Service Representative Contact Center 71

ShepHyken

FEBRUARY 19, 2023

To get the best results you can, a customer service representative says it’s crucial to know what not to do when complaining. My Comment: When you call a company to complain, are you abrupt or impatient with the customer support agent? (In The good news is that you have some control in how things ultimately go.

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Customer Service Chatbots Culture Customer Service Training 62

Happy or Not

NOVEMBER 13, 2024

With countless excellent customer service examples in various industries, it’s clear that companies that prioritize a customer-centric approach stand out in customer service today. Within five years, they reduced the number of unhappy customers by 52%, highlighting the power of effective customer service.

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Examples Customer Service Case Study Hospitality 36

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. So, what was the cost to the bank?

Banking 101

Banking Customer Service Representative Customer Confidence Customer Service Training 101

Myra Golden

FEBRUARY 21, 2017

Before all of my onsite customer service training workshops, I like to listen to a random sample of calls between employees and customers. This call review helps me to know exactly where to focus in my training. If you’re ready to take your customer experience to the next level, check out my eLearning.

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Customer Service Training Hotels Training Customer Service Representative 64

ShepHyken

SEPTEMBER 24, 2023

Due to an unprecedented booming economy, leaders started taking shortcuts, solely focusing on sales and profit, reducing their hiring standards to fill positions, and expecting and demanding more of their employees including their customer service representatives, yet not investing in the employee culture and customer experience.

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Customer Service Customer Service Representative Customer Satisfaction Customer Service Training 74

CSM Magazine

MARCH 31, 2022

Voicebots also use machine learning techniques to improve their ability to recognize different phrases over time through repeated interactions with people who speak those phrases regularly; this is known as “training the voicebot.”. Once a voicebot has been trained, it can be used to provide information or assistance to users.

Industry 52

Industry Customer Service Contact Center Chatbots 52

ShepHyken

JULY 9, 2018

6 Tips For Delivering The Best Customer Service Possible by Himanshu Agarwal. CustomerThink) Customer service representatives are problem solvers who need to react quickly, efficiently, while maintaining a compassionate and nourishing relationship with customers. Start by reading this article.

Poor Customer Service 85

Poor Customer Service Customer Service Infographics Travel 85

Ecrion

JULY 14, 2020

Personalized Training. One employee may be more skilled at calming angry customers down, while another excels at finding solutions to obscure problems. So why do companies use a one-size-fits-all approach to training these employees? As we move into the future, customer service training will become more personalized.

Self Service 92

Self Service Communication Technology Customer Service 92

ShepHyken

APRIL 8, 2019

From simply providing poor customer service to one of the all-time worst excuses you can give a customer, you’ll find something you’ve probably experienced yourself at another business – that hopefully your customers never experienced at your business. But perhaps the most enticing news of all?

Customer Service 105

Customer Service Hotels Hospitality Government 105

Myra Golden

AUGUST 25, 2016

Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion. Yes, that is exactly the goal of empathy in the customer experience.

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Customer Service Customer Service Representative Training Video 63

CSM Magazine

DECEMBER 30, 2016

Everyone from the IT person to the frontline customer service representative should have the same focus. You don’t have a business without customers. Providing friendly, timely service should be made a priority from the first day an employee walks through the door. Training happens every day.

Customer Service 69

Customer Service Customer Service Representative Loyalty Customer Service Training 69

Magellan Solutions

SEPTEMBER 6, 2018

To achieve this, agents need to know the ins and outs of the service your business offers. Ample knowledge of your services is a crucial key responsibility of every customer service representative because it determines the level of customer service excellence you can deliver.

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Customer Service Representative Financial Advertising Customer Service Training 65

ViiBE Blog

APRIL 19, 2021

Look into past customer interactions and see if you can identify a pattern with the same issue. Have a system in place to record feedback every time customers complain. Create training programs built around this feedback. Service recovery can turn a frustrated customer into a satisfied one. Intervention.

Healthcare 52

Healthcare Case Study Knowledge Base Video 52

Service Untitled

APRIL 2, 2013

Call centers can range from one or two people in a small office to thousands of customer service representatives in huge office complexes, but a customer’s view is set by their first impression or that first phone call needed for help. Why not call in one day and pretend to be a customer?

Call Center 83

Call Center Customer Service Representative Social Media Customer Service Training 83

ViiBE Blog

APRIL 15, 2021

Co-browsing is a recent technology that allows a customer visiting a web page to share their screen in real time with a customer service representative. Co-browsing allows the representative to follow along with the customer as they navigate the website.

e-support 52

e-support Contact Center Software Video Contact Center 52

Myra Golden

AUGUST 25, 2016

Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion. Yes, that is exactly the goal of empathy in the customer experience.

Customer Service 40

Customer Service Customer Service Representative Training Video 40

Very Best Service

FEBRUARY 27, 2011

Online customer service The development of online customer service delivery has made it more difficult to establish warm relationships with customers. customer relationship management customer service training' Picture courtesy of [link] with our thanks.

Customer Service 40

Customer Service Customer Service Training Customer Relationship Management Social Media 40

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

Service Untitled

SEPTEMBER 21, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Employing company vision in customer service training Cheryl September 21, 2010 Culture , Customer Satisfaction , Customer Service , Hiring & Training 1 Comment Every company needs a motivational vision; what you want your company to ultimately become.

Company 47

Company Customer Service Representative Customer Service Training Training 47

Magellan Solutions

MARCH 24, 2020

by assets, it provides various specialized services such as credit cards, banking, and auto loans. The firm developed a call center and customer service training program with a Philippine BPO company, expecting to employ thousands of new associates. . Choosing the Right Customer Support Provider is Key.

Company 40

Company Customer Service Call Center Telecommunications 40

Service Untitled

OCTOBER 12, 2010

Service Untitled The blog about customer service and the customer service experience. Many agents politely listen, but consider the training course just a supplement to common sense. Help your customer service staff to help your business succeed I was pulling into my office this morning when I.

Customer Service Representative 41

Customer Service Representative Course Customer Service Training Training 41

Service Untitled

AUGUST 8, 2011

What are the golden rules of knock-down, kick-butt, customer service? Spend money and time in customer service training using both traditional training methods, intern learning opportunities and experiences, and lots of feedback and positive recognition of employees for jobs well-done. Whether we.

Communication 54

Communication Customer Service Customer Service Representative Fashion 54

CSM Magazine

APRIL 28, 2016

I actually had one customer service representative repeat that phrase so many times that I asked them not to say it anymore. What they appear to be doing is regurgitating the responses they learned in their customer service training classes or what’s printed on a piece of paper. Then you train them.

Customer Service 40

Customer Service Customer Service Representative Leadership Course 40

ShepHyken

AUGUST 31, 2016

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 or www.hyken.com. Follow on Twitter: @Hyken.

Insurance 90

Insurance Banking Customer Relationship Management Customer Service Training 90

ShepHyken

SEPTEMBER 7, 2016

Just last week I wrote an article about companies that ask customers to repeat their problems, account numbers and more. For example, getting transferred from one customer service representative to the next and having to repeat the issue. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

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Customer Service Representative Customer Service Training Customers Customer Service 48