ShepHyken

FEBRUARY 12, 2025

Proactive Support: If you want to impress your customers, identify issues or problems before the customer finds them. Think Big, but Start Small : Begin AI implementation with specific, manageable customer service tasks rather than trying to overhaul everything at once. Then, tell them you did.

Customer Service 88

Customer Service Strategy Chatbots Customer Service Training 88

ShepHyken

MARCH 24, 2025

In this article, the author interviews Higgins to learn how Verizon uses technology to best serve its customers. The pressures are high, the stakes are even higher, and balancing both customer needs and agent performance can sometimes feel like an impossible task. Connect with Shep on LinkedIn.

Customer Service 75

Customer Service Healthcare Loyalty Video 75

ShepHyken

MARCH 11, 2025

While many companies are still improving and trying to keep up with the technology, customers who take advantage of the new ways to get questions answered and complaints resolved are very happy with the companies that have kept up with the latest ways to manage the customer experience. Connect with Shep on LinkedIn.

Customer Service 88

Customer Service Self Service Chatbots Customer Service Training 88

ShepHyken

JANUARY 14, 2025

Treat employees like you want your customers to be treated (maybe even better) This is what I refer to as The Employee Golden Rule. You cant expect employees to treat customers any differently than they are treated by the management and leadership of the organization. Connect with Shep on LinkedIn.

Customer Service 71

Customer Service Policies Customer Service Training Feedback 71

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

APRIL 6, 2025

Smart brands are finding ways to leverage these memories to create experiences that get customers to say, Ill be back! Customer Journey Management for Next-Gen CX by Nayan Teja (CX Network) A customer journey is a structured series of interactions between a business (brand) and its customer.

Customer Service 75

Customer Service Self Service Trends B2C 75

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

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

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

OCTOBER 3, 2023

I’ve said it before – I don’t agree with the saying that the customer is always right. Actually, I believe in the opposite, and it’s one of the concepts we teach in our customer service training workshops. It is this: The customer is NOT always right. … Fire them as a customer.

Customer Service Training 160

Customer Service Training Training Customers Customer Service 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

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 123

Customer Service Leadership Ecommerce Culture 123

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. Follow on Twitter: @Hyken.

Hospitality 169

Hospitality Customer Experience Hotels Feedback 169

ShepHyken

JULY 8, 2024

When mistakes occur in the workplace, especially in customer-facing roles, the manner in which employees manage these situations can impact a customer’s perception of the business. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Sports 149

Sports Customer Service Training Customer Service Training 149

ShepHyken

MAY 30, 2023

If you know of any friction points along your customer’s journey, you have two options: 1) Find a way to eliminate them, or 2) Find a way to make them more tolerable. 2 to manage the wait time new patients experience. How do you handle the friction points in your business to provide a frictionless customer experience?

Wait Times 161

Wait Times Customer Service Training Customer Service Customer Experience 161

ShepHyken

JUNE 13, 2023

The point of all these ideas – 30 days, one year, or even today – is about managing the moment , whether it be multiple moments over an extended period or the moment you’re experiencing right now. We must be focused and attentive to what’s happening at that moment.

Management 82

Management Interaction Customer Service Training Customer Service 82

ShepHyken

SEPTEMBER 19, 2023

That’s where Amazon learned to play great defense, typically managing complaints or issues so well that the company has earned a reputation for amazing customer service. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. And they still play to win.

Customer Service 146

Customer Service Effort Score Sports Conference 146

ShepHyken

SEPTEMBER 12, 2023

As he walked through the restaurant, all the customers who had been watching him through the window gave him an enthusiastic round of applause. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. He came back drenched. Connect with Shep on LinkedIn.

Customer Service Training 153

Customer Service Training Customer Service Training Customer Experience 153

ShepHyken

MARCH 12, 2024

The personality comes from the top and makes its way through the entire organization, eventually being felt by the customers. Manage Every Moment: I have always been a huge fan of Jan Carlson’s Moments of Truth concept, in which every interaction a customer has with a company is an opportunity for them to form an impression.

Advertising 158

Advertising Customer Service Training Interaction Customer Experience 158

Comm100

NOVEMBER 3, 2017

Someone who is going to work with social media customer service is going to need different training than legal, legal is going to need different training than corporate, etc. Recommended for you : You Need a Jointly Owned Social Media Customer Service Strategy ASAP – Here’s Why. Service First.

Social Media 167

Social Media Course Training Marketing 167

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

JANUARY 16, 2024

This is an important topic that every CEO, business owner, leader, manager, and supervisor must understand. When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality.

Customer Service 151

Customer Service Customer Centricity Customer Service Training Survey 151

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 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 99

Customer Service Social Media Tips Multi-Channel 99

ShepHyken

JULY 19, 2023

I didn’t want to contradict him, but I needed the audience to understand that it is impossible to go above and beyond with customers at every interaction. Sometimes meeting expectations is a perfect experience.  In my customer service keynote speeches , I talk about Managing the Moment.

Meeting 62

Meeting Management Customer Expectations Customer Service Training 62

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

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 11, 2021

There is a lot of crossover in these concepts, but also some differences The author emphasizes the idea that doing contactless right can build trust, which is essential to repeat business, and ideally, customer loyalty. 10 Important Components of a Social Media Customer Service Strategy by VHT MARKETING.

Social Media 101

Social Media Customer Service Guidelines Loyalty 101

CSM Magazine

DECEMBER 2, 2024

One way to improve healthcare customer service is by focusing on communication and ensuring a seamless flow of information between providers, staff, and patients. This entails actively listening to patients, being empathetic, managing expectations, and providing clear and timely updates.

Healthcare 52

Healthcare Customer Service Strategy How To 52

ShepHyken

AUGUST 8, 2023

For example, there is UX, or user experience , which is the experience the customer has with your products and services. Here are some others that you may have heard of: EX is to employees as CX is to customers. The employee experience is an important experience to manage. The WX is a very important part of the UX.

Customer Service Training 117

Customer Service Training User Experience Employee Experience Customer Experience 117

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

Fashion 138

Fashion Guidelines Policies Customer Service Training 138

ShepHyken

JUNE 26, 2019

Let’s say a customer calls for support. Thanks to good CRM (Customer Relationship Management) software, the agent knows who this customer is, when they last called, what they called about, what they’ve bought in the past, etc. The post Predictive Customer Support appeared first on Shep Hyken. Crisis averted!

Customer Relationship Management 134

Customer Relationship Management Customers Customer Service Training CRM 134

ShepHyken

MARCH 27, 2019

Well, a smart manager realized he had to change this problematic reputation, so Home Depot started advertising that the lines would never be longer than five minutes. Any customers who had to wait in line longer than that would receive a discount. Louis area, which is where I live. Follow on Twitter: @Hyken.

Advertising 134

Advertising Customer Service Training Customer Service Training 134

ShepHyken

SEPTEMBER 11, 2019

In the realm of business—and especially customer service—we often talk about how to differentiate yourself from your competition. It’s those companies that manage to stand out from the crowd that end up being successful. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Competitive Advantage 133

Competitive Advantage Conference Customer Service Training Course 133

ShepHyken

MARCH 16, 2022

Our research also found that most customers give one or two chances before leaving deciding to leave. And mistakes don’t count if they are managed well. So, manage for the reaction – not the opposite reaction – that you want to happen, which is to get the customer to say, “ I’ll be back.” .

Customer Service 123

Customer Service Customer Service Training Customers Customer Experience 123

ShepHyken

AUGUST 1, 2023

They do short write-ups and share them with their managers. Here is a great example of the power of this exercise and impress your customers. It proves Katie was listening to her customer. That’s why her title is “relationship manager.” Gifts don’t have to be extravagant to impress. Connect with Shep on LinkedIn.

Hotels 117

Hotels Travel Exercises Customer Service Training 117

ShepHyken

DECEMBER 15, 2021

I mentioned it to the manager and the explanation was that food costs had gone up and they were forced to substitute different – as in less expensive – ingredients. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. The post Don’t Cut What Is Obvious to the Customer??

B2C 130

B2C B2B Customer Service Training Customers 130