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.

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Customer Service Training Training Tips Customer Service 96

Comm100

JULY 28, 2016

But now you can stop guessing, as we’re presenting you with some of the best customer service training advice in the industry from a seasoned professional, Ray Miller , who is the CEO of e-learning solution company The Training Bank and author of the book That Customer Focus. Download Now.

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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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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. Give the service agent the floor.

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Customer Service Training Training Tips Customer Service 62

ShepHyken

APRIL 6, 2025

The Inside-Out Blueprint for Customer Experience by Greg Kihlstrom (CMSWire) Medallia Experience showed how organizations win when culture, AI, and leadership all work in harmony. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

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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.

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Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. Related: How to Improve Customer Service Training with Simple Metrics. Then do it all over again.

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Customer Journeys Net Promoter Score ROI Metrics 250

Customers That Stick

OCTOBER 23, 2014

I’d like to take a moment to tell Customers That Stick™ readers about the 25 th annual Compete Through Service Symposium ( online brochure ) put on by the Center for Services Leadership at Arizona State University’s W.P. Photo credit: https://wpcarey.asu.edu/research/services-leadership/symposium-overview.

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Peter Lavers

DECEMBER 11, 2017

In our new guest blogger Jason Grills ’ first instalment of this blog , he shared four great customer service training ideas that will refresh your support service and take it to a higher level. The post 8 Ways to Refresh Your Support Teams’ Customer Service Training – Part 2 appeared first on Think CX.

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ShepHyken

DECEMBER 9, 2024

My Comment: We kick off this weeks Top Five roundup with an article from Tomas Hult, professor at the Broad College of Business at Michigan State University and a part of the leadership team of the American Customer Satisfaction Index. Connect with Shep on LinkedIn.

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Peter Lavers

DECEMBER 8, 2017

It’s not always about the knowledge and education – sometimes, it’s more about team building and motivation training. In this article, we are showing you some of the best customer service training ideas that should refresh your support service and take it to a higher level. #1 1 Active Listening Practice.

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ShepHyken

MARCH 10, 2021

It’s leadership’s job to define the customer service vision, ensure it’s communicated, and be the role models demonstrating how customers and employees are to be treated. In addition, leadership and management must defend the culture. For information, contact 314-692-2200 or www.hyken.com.

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TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Paul Husar, Senior Call Center Manager at LG Electronics.

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Who's Your Gladys?

MARCH 18, 2015

attitude Best practices Customer Service customer service mindset customer service performance Leadership Lori Jo Vest performance Who''s Your Gladys? Customer Service Articles customer service training servant leadership'

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Customer Service Training Leadership Training Customer Service 100

ShepHyken

DECEMBER 29, 2024

In other words, any social media or online forum where customers can rate you, review you, and share their story about you, is where you want to pay attention in the form of social listening. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

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ShepHyken

NOVEMBER 25, 2020

Leadership defines the customer service and CX vision for everyone to follow. Good People: The people on the inside of the organization create the experience for the customers on the outside. Good Leadership Role Models: Leadership may define the vision, but they must set the example as well.

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ShepHyken

SEPTEMBER 29, 2021

Disney Institute teaches the Disney way in the form of courses on customer service and experience, leadership, and more. The Ritz-Carlton has a team of trainers that companies hire to learn the secrets of creating world-class hospitality and service. Other brands have gone down this path. Follow on Twitter: @Hyken.

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Industry Hospitality Leadership Customer Service Training 161

Customers That Stick

OCTOBER 2, 2014

Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. Still, there are breakout companies who are focusing on emotional connection to the customer and that comes out in great people skills.

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ShepHyken

MARCH 24, 2025

In this article, the author interviews Higgins to learn how Verizon uses technology to best serve its customers. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

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Customer Service Healthcare Loyalty Video 74

Who's Your Gladys?

MARCH 26, 2015

Customer Service customer service performance Developing People Leadership Listening Marilyn Suttle creative problem solving Customer Service Articles customer service training' Here are a few useful ways to develop a team of creative problem solvers.

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Micah Solomon

OCTOBER 10, 2018

This example, from my first book, co-authored with Leonardo Inghilleri, has been used in the customer service training at certain legendary organizations, and I hope it speaks to you as well. The maintenance engineer—inspired by your leadership—has now provided genuine service that anticipates the customer’s needs.

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Leadership Customer Service Hospitality Hotels 68

ShepHyken

MARCH 31, 2021

If you’re not working directly with customers, one of the best ways to learn what’s really happening on the front line is to spend a shift with a customer support agent or go out for some sales calls. There you have it, three ways you can get to know your customers even better. Follow on Twitter: @Hyken.

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ShepHyken

AUGUST 3, 2022

All customer service reps must be trained to de-escalate anger whenever possible before it becomes an abusive conversation. . Leadership must show employees they have their backs regarding abusive customers. If employees are properly trained, leadership should respect an employee’s decision to end the call. .

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ShepHyken

DECEMBER 9, 2020

His question was, “Should they go to everyone in the company or just leadership? 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.

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Stella Connect

APRIL 17, 2018

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

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Customer Service Training Training Tips Customer Service 40

ShepHyken

APRIL 14, 2021

Leadership should be there along with other employees with varied responsibilities, from sales, support, finance, and more. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. The post Here’s How to Get Your Customers to Say, “I’ll Be Back!

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How To Customer Service Training Leadership Customers 150

CSM Magazine

MARCH 4, 2020

Making customer service training part of your core orientation rather than just an afterthought will make sure that all your new recruits become familiar with your customer service approach as quickly as possible. Provide Leadership Training. Regularly Evaluate Customer Service.

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Leadership Customer Service Strategy How To 59

ShepHyken

JUNE 12, 2019

But what does this have to do with customer service? They invited me to address the leadership team of the companies they’ve invested in about customer service and experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

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Customer Service Training Training Leadership Customer Service 124

ShepHyken

APRIL 1, 2020

Quite often, if a company is considered a customer service laggard, it is because of its leadership and management. One of the most important ways a leader can foster a customer-focused culture is by modeling that behavior—in other words, by treating employees how they want the customer treated.

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Self Service Customer Service Leadership Customer Focused 118

Stella Connect

JANUARY 9, 2018

In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust. Jack Lorentzen, Senior Associate, Customer Experience.

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ShepHyken

DECEMBER 22, 2021

Leadership expert Tim Durkin shared with us that our employees want to be needed, noticed, and known. 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.

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Customer Service Training Leadership Video Feedback 136

ShepHyken

OCTOBER 21, 2020

Assemble your team, which includes leadership and several other members from various departments that include front line and behind-the-scenes responsibilities. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. The key is having a diverse group of thinkers.

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Exercises B2C B2B Customer Service Training 158

ShepHyken

SEPTEMBER 13, 2021

(Fast Company) If you’re running a B2B company, you should take note: delivering on similarly high standards of customer experience can reduce customer churn by up to 15%, according to research by McKinsey & Company. My Comment: I hear it over and over again from B2B leadership. Follow on Twitter: @Hyken.

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Customer Service B2C B2B Customer Retention 157

ShepHyken

AUGUST 19, 2019

My Comment: Do you want better customer service? The first place to go is to the leadership. Have they helped to create the culture that fosters a better customer service experience? 3 Ways Marketing Creates Customer Experience Leadership by Lynn Hunsaker. Yes, culture is the first step.

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Customer Service Leadership Ecommerce Culture 122

Michelli Experience

JANUARY 4, 2017

Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it.

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Customer Experience Comparison Study Customer Service Training 223

CSM Magazine

FEBRUARY 13, 2025

Here is the link for Proven Process for Driving a Service Culture. Strategy: Build passion and strategy with service strategist and customer service guru, John Tschohl Leadership : Develop your leaders to manage, motivate, and lead an empowered customer-driven workforce and reduce the friction that prevents an awesome customer experience.

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ShepHyken

AUGUST 7, 2019

Leadership must decide what they want the company to be. If your culture is focused on service, create a defining statement about that service culture. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For this lesson, let’s keep it simple.

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