Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Make coaching sessions 1:1, always. Keep it simple.

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Customer Service Training Training Tips Customer Service 97

Stella Connect

JANUARY 26, 2022

Customers know in an instant if your agents will meet and exceed their expectations , and all it takes is one bad experience to lose them. It’s on you to ensure that every agent is prepared to delight customers day in and day out — and in this blog post, we’ll lay out customer service training tips you need to know.

Customer Service Training 96

Customer Service Training Training Tips Customer Service 96

ProProfs Chat

MAY 1, 2020

Did you know that 56% of people around the globe believe that companies need to take action on feedback provided by their customers? Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. What is Customer Service Training? .

Customer Service Training 85

Customer Service Training Training Customer Service e-support 85

ShepHyken

DECEMBER 3, 2024

In my customer service and CX research (sponsored by RingCentral ), there is an entire section devoted to surveys, and two findings apply to this experience: 72% of customers say they never hear back from the company or brand after completing a survey. The company did this well. Connect with Shep on LinkedIn.

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Survey Customer Service Training Feedback Customer Service 88

ShepHyken

FEBRUARY 25, 2025

We value your feedback Some companies make a big deal about wanting you to fill out their surveys to get feedback, with the idea that your suggestions and comments will help future customers. The problem is that few companies acknowledge the feedback, and many customers wonder if their voice is ever heard.

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Policies Customer Service Training Feedback Customer Service 134

ShepHyken

JANUARY 30, 2019

It may be one of the best feedback questions I’ve ever heard. 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.

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Feedback Net Promoter Score Survey NPS 115

ShepHyken

JANUARY 28, 2025

It met with plenty of positive feedback, so Im going to share those five myths with you, plus five more. We Want Satisfied Customers: Our annual customer service research found that one in four (23%) dont return to a business that just satisfies them. It takes the combination of a quality product and quality service.

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Loyalty Programs Customer Service Training Training Culture 95

CSM Magazine

OCTOBER 24, 2018

Any business that wants to grow and succeed should always be working towards perfecting their customer experience and focusing on creating effective customer service training programs that provide the right incentives and motivation to their customer service team. Customer Service Training.

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Customer Service Training Training Customer Service Infographics 73

ShepHyken

MARCH 4, 2025

How would you like to know what made a customer angry or sad, leading them to leave a negative review? Direct feedback is a gift. I had a sit-down with Michael Podolsky, the CEO of PissedConsumer.com , a sounding board for consumers to leave comments and reviews when they cant get the customer service they want or deserve.

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How To Exercises B2B Feedback 85

Stella Connect

JANUARY 20, 2022

Looking for ideas for how to create the best customer service training program for your contact center? So there’s no time like the present to create the best customer service training program for your contact center. 3: DO: Know when group training is most appropriate (and when it’s not).

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Customer Service Training Contact Center Training Customer Service 78

Stella Connect

JANUARY 12, 2022

Between all of the benefits, it’s evident that agent engagement charts a path toward delivering better service interactions, earning more loyal customers, and ending the revolving door of turnover. Customer Service Training Ideas Your Team Needs. Let Agents Analyze Customer Feedback Themselves.

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Customer Service Training Training Engagement Customer Service 69

ShepHyken

JANUARY 4, 2019

A well-trained executive would know how to deal with customer issues promptly and also disengage them without making them feel unvalued or unheard. Customer service training is a continuous process and onboarding is merely the first step in the journey. Customer service is no longer viewed as a cost-center.

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Customer Service Training Training Customer Service How To 85

Who's Your Gladys?

MARCH 11, 2015

Whether it’s a $10 coupon for your next visit or a free cookie, companies are doing what they can to get customers to provide feedback. Customer Service Who''s Your Gladys? Customer Service Articles Customer Service Survey customer service training'

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Survey Feedback Customer Service Training Training 100

ShepHyken

NOVEMBER 24, 2021

To what extent will a company go to try to get customer feedback ? At the end of a project with a customer, she sends an email requesting the customer take a short survey. So, what constitutes a bribe to get feedback? In addition to what I’ve written in the past about feedback, consider a way to get noticed.

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Feedback Survey Customer Service Training Video 90

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Keep your coaching session simple.

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Customer Service Training Training Tips Customer Service 62

ShepHyken

OCTOBER 27, 2024

How Mature Companies Should Tackle Negative Social Media Feedback Analyses by Ricardo Saltz Gulko (Eglobalis) As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media. Engage, Delete, Ignore or Snub? Connect with Shep on LinkedIn.

Customer Service 82

Customer Service Social Media B2B Chatbots 82

ShepHyken

FEBRUARY 12, 2025

I refer to this as Time to Happiness how quickly you can move a customer from frustrated to satisfied. Feedback Is Your Friend: Create processes to continuously gather both customer and employee feedback about AI interactions. If customers are frustrated with certain AI responses, fix them quickly.

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Customer Service Strategy Chatbots Customer Service Training 88

UJET

DECEMBER 13, 2018

Your team hears more direct customer feedback than anyone else in the company—their interactions make up the bulk of the customer experience. Whether they're helping a customer solve a problem, walking through a difficult process or following up on billing, each interaction makes an impact.

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Customer Service Training Feedback Training Customer Service 63

Comm100

APRIL 2, 2024

It’s typically gauged through surveys that ask customers to rate their satisfaction on a scale, often from “Very Unsatisfied” to “Very Satisfied” This simple metric offers profound insights into customer perceptions and experiences, acting as a direct line to customer feedback.

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Strategy How To Wait Times Customer Satisfaction 264

Magellan Solutions

MAY 25, 2018

And finally, to ensure a meaningful customer engagement, you must first teach and expose your employees the ins and outs of customer service. Start with the basics — customer service training. Customer engagement starts within. Phases of customer service training.

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Customer Service Training Training Customer Engagement Engagement 70

Vonage

NOVEMBER 10, 2016

Our customers notice our efforts, too. And, the benefits are apparent – we have been awarded customer service training and speaking contracts based on our fast responses to customers’ requests. Related Posts There’s only one customer who matters: the one you’re serving now. Setting up a cloud call centre?

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Customer Confidence Customer Service Contact Center Banking 274

ShepHyken

JANUARY 14, 2025

Respond to customer feedback If a customer takes the time to share feedback, let them know you received it. Treat employees like you want your customers to be treated (maybe even better) This is what I refer to as The Employee Golden Rule. Even an automated response is better than nothing.

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Customer Service Policies Customer Service Training Feedback 71

Calabrio

APRIL 11, 2025

A comprehensive needs assessment involves: Analyzing Performance Data: Dive into key metrics like Customer Satisfaction (CSAT) , First Call Resolution (FCR) , Average Handle Time (AHT) , and other factors of QA scorecards. Ask: What are customers saying? Ongoing Development and Retention Training doesn’t stop after onboarding.

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Contact Center Training Call Center Average Handle Time 130

ShepHyken

MARCH 30, 2025

Surveys are still a way to get feedback, but AI can do much more as it analyzes all areas of the experience and not only gives us the numbers but also makes suggestions to improve the experience, eliminate friction, and much more. This is where consumer feedback proves invaluable. It creates special and unforgettable moments.

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Customer Service Loyalty Feedback Contact Center 71

ShepHyken

NOVEMBER 11, 2024

Conversational Surveys: A Game-Changer in Feedback Collection by Barbara Wharton (InMoment) Conversational surveys are surveys designed to feel like a natural conversation rather than traditional survey questionnaires. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 71

Customer Service Survey Tips Retail 71

CSM Magazine

AUGUST 27, 2024

Modern technology provides new solutions to improve customer service training, giving employees the tools they need to succeed in a competitive industry. From virtual reality simulations to gamification, the latest tech-driven approaches are transforming how businesses train their teams.

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Customer Service Training Training Gamification Customer Service 52

ShepHyken

APRIL 13, 2025

In this article, we learn from Verizon ‘s CXO about how AI can help gather information about a customer to create an experience where the customer feels recognized and known. My Comment: Ive often written, Whats happening inside an organization is felt on the outside by the customer. Connect with Shep on LinkedIn.

Customer Service 66

Customer Service Self Service Hospitality B2B 66

ShepHyken

NOVEMBER 3, 2021

I would love to get some service-related feedback. My hotels have struggled this year with our service scores. Second, beyond the feedback, listen to what customers and employees are saying, which gives your measurement some context. And third, once you have data and feedback, do something about it.

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Hospitality Customer Experience Hotels Feedback 169

ShepHyken

APRIL 23, 2024

Feedback: When we take our car to a dealer or repair center, a mechanic hooks a computer up to the car to perform a “diagnostic check.” The computer can deliver feedback on many issues, from the electronics to how soon the brakes need to be replaced. In the business world, this is akin to the feedback your customers give you.

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Customer Experience Customer Service Training Advertising Training 141

Peter Lavers

FEBRUARY 27, 2018

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront.

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Customer Service Training Training Customer Service Competitive Advantage 99

Comm100

MAY 10, 2018

By embracing complaints as feedback, businesses like Apple can begin to identify and rethink outdated policies that negatively impact the customer experience. Customer complaints can also reveal breaks in communication between a corporation and its customers. How Can You Best Take Advantage of Customer Complaints?

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Customers eBook Policies Customer Service Training 229

Kayako

FEBRUARY 28, 2018

In Kayako’s Advanced Guide to Customer Service Training they write “One-to-one training is vital for new employees. If you stop giving your employees opportunities for training and leveling up after their first three months, they will get bored. Don’t forget to give (and take) feedback.

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Training Culture Customer Service Training Customers 213

Experience Investigators by 360Connext

JANUARY 28, 2020

Then ensure you understand today’s reality with the right baseline metrics, along with journey maps, ongoing customer feedback mechanisms, and more. Related: How to Improve Customer Service Training with Simple Metrics. You have to start somewhere, so be sure you really understand where you’re starting.

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Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

MARCH 31, 2021

Focus on Feedback. Create a survey to learn what your customers want and expect from you. This brings your customers in for a face-to-face discussion, giving you real feedback and the chance to learn your customers’ opinions of your most current offerings. Conduct a Focus Group. Follow on Twitter: @Hyken.

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Customer Service Training Feedback Customers Groups 160

ShepHyken

OCTOBER 20, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

Customer Service 78

Customer Service Customer Centricity Entertainment Airlines 78

ShepHyken

JANUARY 12, 2025

Amazon Fights Back Against Fake Reviews: How Can Retailers Prevent Fraudulent Feedback? Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 75

Customer Service Customer Retention Call Center Sales 75

Lumoa

NOVEMBER 17, 2022

Some of the trending tools and programs to help you offer outstanding online customer service include: A safe and secure website (with an SSL certificate ). Multiple customer support options. Collecting customer feedback. Customers view personalization as an integral part of their online experience.

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e-support Customer Experience Social Media Chatbots 195