Stella Connect

JANUARY 26, 2022

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. But if agents routinely fail to deliver satisfactory service interactions, customers will never return.

Customer Service Training 96

Customer Service Training Training Tips Customer Service 96

ShepHyken

NOVEMBER 17, 2021

If you’re already offering your customers digital solutions, what can you do to make them better? What digital interactions do we offer that our customers use and appreciate? . What digital interactions do our competitors have that we don’t offer? . If so, can we implement similar offerings for our customers? .

Fashion 131

Fashion Self Service Interaction Airlines 131

ShepHyken

DECEMBER 17, 2024

These simple customer service tactics are my gift to you, designed to enhance every interaction and spread joy. Still, I hope you, your customers, and your employees enjoy these gifts, and may you have a wonderful holiday! I share these simple ideas to remind us that sometimes the best gifts arent always expensive.

Customer Service 118

Customer Service Customer Confidence Fashion Customer Service Training 118

Comm100

JUNE 16, 2016

Ask one participant to share a customer they serviced the other day; have them share the customer’s name, their most recent purchase, and what they needed help with. Now ask the group to each compose thank you letters to your company from the perspective of this customer. Customer Service Means….

Customer Service Training 100

Customer Service Training Training Customer Service Groups 100

ShepHyken

JANUARY 28, 2025

We Want Satisfied Customers: Our annual customer service research found that one in four (23%) dont return to a business that just satisfies them. Only the Front Line Needs Customer Service Training: Everybody in an organization is responsible for their role in customer service.

Loyalty Programs 95

Loyalty Programs Customer Service Training Training Culture 95

ShepHyken

DECEMBER 24, 2024

EVERY interaction your customers experience. Based on the experiences customers have with the best customer-focused brands, they continue to get smarter about CX and will demand more from you. Low churn, repeat customers, referrals from happy customers, and more spending per interaction.

Customer Experience 93

Customer Experience Sports Customer Service Training Video 93

Bill Quiseng

FEBRUARY 15, 2022

Don’t offer customer service training. Training is finite, usually only one to several days. Training is one-way, “I know everything, you know nothing” instruction. Training is the how and what of service. Training is what employees do to develop the business.

Customer Service Training 78

Customer Service Training Training Customer Service Loyalty 78

Calabrio

APRIL 11, 2025

Far from being a one-off onboarding task, comprehensive contact center training is a continuous, strategic process designed to equip agents with the skills, knowledge, and confidence they need to handle complex interactions, build customer rapport, and ultimately deliver exceptional service with maximum consistency.

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

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. 5: DON’T: Make your customer service training program boring.

Customer Service Training 78

Customer Service Training Contact Center Training Customer Service 78

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.

Customer Service 88

Customer Service Strategy Chatbots Customer Service Training 88

ShepHyken

DECEMBER 10, 2024

Train agents and anyone on the front line dealing with customers when its the right time to end the interaction and how to do so properly. Regardless of how angry the customer is, keep these ideas in mind, and always remember: Youre not trying to win the fight. Youre trying to win the customer!

Customer Service Training 90

Customer Service Training Training Customers Customer Service 90

ShepHyken

JULY 28, 2021

One of the big concepts we teach in our customer service training programs is the concept of Always. This is the backbone of creating customer amazement. For example, your customers might say: “They are always so helpful.”. Often, they are really just one person the customer is interacting with.

Customer Service Training 168

Customer Service Training Training Meeting Customer Service 168

Comm100

APRIL 2, 2024

CSAT measures customer satisfaction with a product, service, or a specific interaction. Improving CSAT score is not just about boosting a number; it’s about enhancing the customer experience. A higher score is indicative of successful customer interactions, suggesting that your offerings meet or exceed expectations.

Strategy 264

Strategy How To Wait Times Customer Satisfaction 264

ShepHyken

APRIL 6, 2025

As that employee looks at the screen, they share knowledge of my prior experience, which enhances this interaction. Smart brands are finding ways to leverage these memories to create experiences that get customers to say, Ill be back! The author then breaks down some key components of the journey and shares some additional ideas.

Customer Service 75

Customer Service Self Service Trends B2C 75

CSM Magazine

MAY 14, 2024

The saying “the customer is always right” has evolved into recognizing customer service as a crucial aspect of every business. Effective customer service training is a strategic imperative for businesses aiming to foster satisfaction, loyalty, and competitive advantage.

Customer Service Training 52

Customer Service Training Training Customer Service Customer Service Representative 52

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.

Customer Service Training 52

Customer Service Training Training Gamification Customer Service 52

Vonage

JUNE 23, 2017

Engagement is about interacting and attraction. Both are part of the customer experience (CX). So, which customer experience would you rather create? One that is pushy and promotional or one that is about interacting and relationship building? Customers can post comments and interact.

Customer Experience 193

Customer Experience Marketing Advertising Customer Service Training 193

ShepHyken

JULY 7, 2021

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.

Customer Experience 160

Customer Experience Customer Service Gamification Interaction 160

ShepHyken

FEBRUARY 16, 2025

It changed over time to what it is today; the end-to-end experience a customer has with any and every interaction they have with a company or brand. The same thing is happening with customer engagement. The past definition (which still works today) has focused on how a company interacts with its customers.

Loyalty Programs 82

Loyalty Programs Customer Service Customer Journeys Loyalty 82

ShepHyken

DECEMBER 22, 2024

How to Leverage GenAI for Enhanced Customer Engagement by John Dubois (EY) GenAI is transforming content creation, distribution and consumption, driving consistent and engaging customer interactions. GenAI is transforming the customer experience. Connect with Shep on LinkedIn.

Customer Service 78

Customer Service Self Service Social Media Contact Center 78

Vonage

DECEMBER 13, 2018

Build out your broad-based customer service standards and guidelines. . Create a short, bedrock statement of principles: your customer service constitution. List eight to twelve principles that make up your philosophy for customer-facing interactions. Double down on customer service training.

Survey 215

Survey Customer Service Guidelines eBook 215

ShepHyken

NOVEMBER 11, 2024

With advanced AI, it enables an interactive approach to gathering more detailed customer feedback beyond the standard response of good, bad, or okay. The outcome was a customer’s newfound emotional connection that led to loyalty. My Comment: I have a strong opinion about surveys, especially bad ones.

Customer Service 71

Customer Service Survey Tips Retail 71

Steve DiGioia

MAY 17, 2021

So, what can companies do to improve customer service? These are 5 things that companies need to design into their customer service interactions. R esponsiveness – Don’t make the customer wait for your communication or a solution. Use the C.A.R.E.S. Use the G.U.E.S.T. The S.E.R.V.E.

Customer Service 341

Customer Service e-support Self Service Customers 341

ShepHyken

JANUARY 20, 2021

What you need is a bullet point list of all the places customers interact with you. Execute: If you take the time to do this right, you’ll have identified a number of interactions. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Now prioritize.

Customer Service 164

Customer Service Customer Journeys Exercises Touchpoint 164

ShepHyken

MAY 26, 2021

This is what great salespeople do to prepare for a meeting with a customer or client. This is how anyone delivers a better experience, regardless of whether it’s during the sales process or any other interaction the customer has with people in a company. The lesson: Know who your customer is. He said, “Graphics.”

Sales 151

Sales Customer Service Training Training Customer Service 151

Comm100

DECEMBER 19, 2017

Customers are smarter than before, and most of them already know your products and services intimately, based on online research or referrals, before making a purchase. These enlightened customers demand a certain quality of interaction and service from your company. Design Customer Service Protocols.

Strategy 390

Strategy Customer Experience How To Customer Journeys 390

ShepHyken

DECEMBER 16, 2024

The Customer Experience Paradox – and How to Overcome It by MARKETING-INTERACTIVE (MARKETING-INTERACTIVE) As consumers tighten their spending after poor experiences, brands face mounting pressure to prioritise CX or risk losing market share. My Comment: A new metric? Two lines in this article caught my attention.

Loyalty Programs 62

Loyalty Programs Customer Service Contact Center Loyalty 62

ShepHyken

JULY 1, 2020

Many customers want and need to have an interaction with employees. To automate the relationship with your customer puts you at risk of commoditizing your business. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. This is where it gets tricky.

Customer relationships 166

Customer relationships Self Service Customer Service Training Customers 166

ShepHyken

JANUARY 12, 2025

My Comment: If you want to hang out with more customer service and CX peeps, read this article. Reddit is a social platform that has created communities where people with similar interests can interact. This article lists eight communities with a focus on customer service and experience.

Customer Service 75

Customer Service Customer Retention Call Center Sales 75

ShepHyken

NOVEMBER 18, 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 75

Customer Service Loyalty Customer Satisfaction Customer Service Training 75

ShepHyken

DECEMBER 6, 2023

In a confrontation with a customer, you have a goal: win the customer , not the argument. I’ve written about this before, and it’s worth coming back to this topic from another angle with a different example. First, an interaction with a customer should never result in an argument. Connect with Shep on LinkedIn.

Customer Service Training 157

Customer Service Training Customers Interaction Customer Service 157

ShepHyken

JANUARY 5, 2025

The research is based on insights from over 2,500 Indian customers across regions, income, age groups, and industries including B2B, SaaS, Telecom, automotive, etc. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 71

Customer Service Loyalty Programs Retail Automotive 71

ShepHyken

OCTOBER 17, 2023

That may be the case for the cat, but it’s not so in the world of customer service. A good customer service rep, salesperson, or anyone interacting with a customer should be curious. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service Training 151

Customer Service Training Customer Service Interaction Customer relationships 151

ShepHyken

MARCH 12, 2024

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. These interactions include advertising, websites, people-to-people, and more. Connect with Shep on LinkedIn.

Advertising 158

Advertising Customer Service Training Interaction Customer Experience 158

ShepHyken

JANUARY 27, 2021

This is the ability to move on and put anything negative that happened in the most recent interaction with a customer behind you – especially if it was negative or contentious. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. This isn’t easy.

Customer Service Training 148

Customer Service Training Training Customer Service Meeting 148

ShepHyken

FEBRUARY 20, 2024

I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention to.

Metrics 159

Metrics Customer Service Measurement NPS 159

InMoment XI

MARCH 11, 2024

This app responds to customer concerns at all hours of the day, and provides prompt and accurate resolutions to their problems. When the interaction is over and the credit union deploys a customer satisfaction survey , the customer will answer that they were satisfied with their experience.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195