CloudCherry

AUGUST 27, 2019

From a detailed breakdown of what he describes as his ‘counterintuitive process,’ to the 3 characteristics of a truly good CX Vision (we found these simple but brilliant), to offering free downloadable access to some of his best tools (Seeserviceculturebook.com or click here ), Jeff packs this week’s episode with too many goodies to pass up.

Handbook 170

Handbook Customer Centricity Culture Customer Service Training 170

Comm100

OCTOBER 23, 2017

(Note that although these tips were written with customer service agents in mind, you can tweak them to bring Halloween fun to any department or office! Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Download Now. Download Now. A Tangled Spider Web.

Customer Service 36

Customer Service Customer Service Training Training Groups 36

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. Download Now. Download Now.

Strategy 344

Strategy Customer Experience How To Customer Journeys 344

Comm100

NOVEMBER 14, 2017

Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team. Download Now. Mike Aoki – Focused on customer service and training.

Resources 135

Resources Customer Service Customer Service Training Course 135

Comm100

OCTOBER 25, 2017

Free Download] How to Deal with Difficult Customers over Live Chat. Knowing the types of difficult customers is the first step to serve them well. Download this white paper to learn how to prevent, deal with, and follow up on difficult customers. Download Now. Why Are Customers So Rude? Download Now.

Customers 398

Customers Customer Service Ecommerce eBook 398

ShepHyken

FEBRUARY 3, 2025

My Comment: I have the honor of working with Intercom, and they just released the 2025 Customer Transformation Report. This report is an overview of whats happening in the customer service world and all the changes taking place because of AI. Youll have to download the report, but its well worth taking a moment to do so.

Customer Service 74

Customer Service Loyalty Programs Government Metrics 74

Comm100

OCTOBER 11, 2017

Here we offer 12 essential tips for live chat operators to communicating effectively, addressing customer issues efficiently, and representing your brand professionally. Download Free. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Download Now.

Social Media 154

Social Media Customer Service Strategies Customer Service Strategy 154

Comm100

NOVEMBER 30, 2017

So if you haven’t yet thought about giving your agents more than just straightforward systems training, here are five things to consider when giving effective chat support training to your team. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Download Now.

Training 112

Training Customer Service eBook Tips 112

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Download Now. Download Now.

Customer Experience 291

Customer Experience Strategy How To Effort Score 291

Comm100

NOVEMBER 21, 2017

After all, in the end, the goal is to either create that perfect product or service that does not require a call for support, or if it does, ensuring that the call is handled in a professional and knowledgeable manner. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

How To 0

How To eBook Customer Service Training Training 0

Comm100

OCTOBER 30, 2017

Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service. The downloadable contains scripts for all kinds of scenarios, ranging from greetings to collecting personal information, and can help your live chat team deliver more efficient, quality support immediately. Download Now.

Contact Center 142

Contact Center Tips Management Call Center 142

ShepHyken

FEBRUARY 1, 2021

You’ll have to download it, and it won’t cost you a thing. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. You get an amazing report.

Customer Service 146

Customer Service Rewards Programs B2B Loyalty Programs 146

Kayako

JUNE 30, 2016

Their overriding view of the emails and phone call responses they undertake is “that’ll do” rather than “this will be one of the best responses they will ever get” (correct this with some customer service training activities ). How will you know when you’ve got customer service skills right?

Customer Service 163

Customer Service Handbook Customers Training 163

Kayako

JUNE 30, 2016

Their overriding view of the emails and phone call responses they undertake is “that’ll do” rather than “this will be one of the best responses they will ever get” (correct this with some customer service training activities ). How will you know when you’ve got customer service skills right?

Customer Service 156

Customer Service Handbook Customers Training 156

Comm100

DECEMBER 12, 2017

Quality management means proactively improving the customer experience by researching the ‘why’ and ‘how’ of the customer journey. Here is a framework you can use to manage the quality of your customer experience. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Training 124

Training Customer Experience Customer Journeys How To 124

Comm100

OCTOBER 8, 2016

Good onboard training is crucial to developing healthy customer relationships, and continuous support training will help your agents forge better long-term relationships with your customers. Read our post, 15 Top Customer Service Training Courses for Your Agents for Comm100 approved resources.

Customer Retention 154

Customer Retention Loyalty Strategy Loyalty Programs 154

Comm100

JUNE 26, 2018

Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team. Download Now.

How To 128

How To Training Culture Customer Service Training 128

Comm100

NOVEMBER 3, 2017

Service First. Without proper customer service training, you might as well not even put your social media personnel online. Try out some customer service training ideas and activities to make sure your team knows how to keep your customers happy. Download Now. Know When to Make a Switch.

Social Media 145

Social Media Course Training Marketing 145

ShepHyken

MARCH 25, 2019

If you like what you read, be sure to download the rest of the report. How do your customers know you really, really care? Retail Customer Experience) Here are three examples of what caring looks like up close and personal. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 113

Customer Service Competitive Advantage Trends Culture 113

ShepHyken

APRIL 1, 2019

My Comment: Our friends at Salesforce have just released their 2019 “State of Service” report. I’m betting you’ll like this information to download the full report. If You Want to Thrive, Focus on the Customer Experience by Rhett Power. Follow on Twitter: @Hyken.

Customer Service 103

Customer Service Social Media Chatbots Trends 103

Comm100

OCTOBER 30, 2017

We’d love to hear what your go-to gift is for your customers this year! Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team. Download Now.

Fashion 241

Fashion eBook Social Media Customers 241

CSM Magazine

JUNE 8, 2023

This is part of the Service Quality Institute’s Proven Process for Driving a Service Culture. You can download a copy here. About the Author John Tschohl is the founder and president of the Service Quality Institute—the global leader in customer service—with operations in more than 40 countries.

Customer Service 105

Customer Service Customer Service Training Communication Customers 105

ShepHyken

SEPTEMBER 21, 2020

(Gladly) Turn your customer service department from a cost center into a revenue generator with these radically personal customer experience strategies from this guide. My Comment: This is a special report from Gladly regarding the contact center’s role in delivering a great CX that gets customers to want to come back.

Customer Service 96

Customer Service Employee Experience Touchpoint Customer Centricity 96

ShepHyken

JANUARY 14, 2019

You’ll have to share your email address to get the download of the ebook, but it’s well worth it. 4 Ways Customer Journey Maps can Improve Customer Experience by Michael. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Journeys 99

Customer Journeys Customer Service eBook Sports 99

ShepHyken

JANUARY 28, 2019

” Download it today! Shep Hyken is a customer service expert, professional 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 103

Social Media Customer Service Customer Care Insurance 103

ShepHyken

JUNE 14, 2021

My Comment: This is a report you’ll have to download, but it’s a great one. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus to learn more about our customer service training programs. Follow on Twitter: @Hyken.

Customer Service 101

Customer Service Retail Loyalty Study 101

ShepHyken

SEPTEMBER 27, 2021

This free eBook, which does not require you to share your name or email address, is an outstanding look at how major brands are creating an excellent customer experience. Download and read this eBook. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Journeys 20

Customer Journeys Customer Service Social Media eBook 20

ShepHyken

DECEMBER 23, 2019

At the bottom is an excellent ebook that you can download (free of charge) about one-to-one personalization. And, Evergage does not believe in gating their publications, so just click on the button to download and read it. Make Your Customer Service Ready For 2020 by CrazyCall. Good info here. Follow on Twitter: @Hyken.

Customer Service 76

Customer Service eBook Trends Tips 76

ShepHyken

OCTOBER 14, 2019

A big part of it may be the high effort you cause customers when they want to do business with you. Be sure to download the report. Customer Experience Around The World: 25 Examples Of Best Practices You Haven’t Heard Of by Blake Morgan. Here’s a short article with a link to an excellent report. Follow on Twitter: @Hyken.

Customer Service 20

Customer Service Customer Centricity Customer Service Training Customers 20

ShepHyken

AUGUST 11, 2024

Conversely, organizations cannot afford to get CX wrong, as dissatisfaction can result in diminishing brand value, lost revenue, and customer churn. My Comment: Tata Communications has sponsored a special Harvard Business Review Report on CX that is worth downloading and reading. Connect with Shep on LinkedIn.

Self Service 86

Self Service Customer Service Loyalty Programs Travel 86

Comm100

FEBRUARY 23, 2021

Make sure to use a video chat solution that is browser-based so no additional downloads or plugins are required. – Train your agents. While your agents may be great at live chat or email, video and audio chat is a very different form of communication, so make sure that train them well to use it.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

ShepHyken

APRIL 24, 2017

My Comment: Our friends at Gladly have released their 2017 Customer Expectations Survey. After you read this, you will want to download the full report. Keeping up with our customers’ expectations is crucial to the future of our business! How To Power A Better, More Personalized Customer Experience by Manuel Vellon.

Customer Service 69

Customer Service Customer Service Training Loyalty Hotels 69

ShepHyken

OCTOBER 26, 2020

It includes insights from leaders in the customer service world as they comment on budgets, AI, outsourcing and much more. You’ll have to download the report to get it – and it’s worth it. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 93

Customer Service Contact Center Customer Centricity B2B 93

Integrity Solutions

OCTOBER 5, 2022

So when you get a notification that there’s an update available, you immediately download it…only to discover that in the process of updating the app, the company has completely messed up one of its best features. As a long-time, loyal customer, you decide to submit a ticket to get the issue fixed.

Culture 87

Culture Customer Service Customer Service Training Contact Center 87

Comm100

JUNE 19, 2018

It’s always fantastic to hear about organizations putting training and development at the heart of their operations, as many organizations are still only just beginning to understand the importance of the employee experience in delivering great customer experiences. Download Now. Let us know in the comments below.

Contact Center 108

Contact Center Entertainment eBook Culture 108

ShepHyken

JUNE 21, 2021

That includes recognizing the customer, customizing their experience, and more. You’ll have to download the report and give them their email address. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Rewards Programs 86

Rewards Programs Customer Service Loyalty Programs Loyalty 86

ShepHyken

SEPTEMBER 14, 2020

My Comment: We wrap this week’s roundup with a report you’ll have to download to read. Take a quick read through this short ebook and start thinking in terms of experience versus customer support. Take a quick read through this short ebook and start thinking in terms of experience versus customer support.

Customer Service 86

Customer Service Net Promoter Score eBook B2B 86