Who's Your Gladys?

DECEMBER 17, 2014

Everybody - from the top executive ranks to the front-line service providers - has more responsibilities and tasks to complete every day than they used to. Customer Service customer service mindset customer service performance internal customer Leadership Lori Jo Vest Who''s Your Gladys?

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Customer Service Customer Service Training Leadership Training 205

Who's Your Gladys?

OCTOBER 2, 2014

Best practices Customer Service Developing People Marilyn Suttle Customer Experience Customer Service Articles customer service training Leadership' Do you know the current condition of the walls, halls and spaces in and around your brick-and-mortar buildings.

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Customer Service Customer Service Training Leadership Training 193

Stella Connect

JANUARY 12, 2022

Customer service is one of the most significant differentiators between your brand and the competition, but its success solely depends on the performance of agents on the front lines — which is why your training program needs to include initiatives that improve agent engagement. Customer Service Training Ideas Your Team Needs.

Customer Service Training 69

Customer Service Training Training Engagement Customer Service 69

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

JULY 2, 2024

My friend Lance Gruener, EVP of Customer Experience at MasterCard, knows a thing or two about what great service looks like. In addition to his leadership at one of the largest companies on the planet, he’s president of the advisory board of the contact center industry’s largest association. I love this approach.

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Self Service Training Contact Center Customer Service Training 94

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. 7 Customer – Support Confrontation. Here are the remaining four! #5 5 True or False Quiz. 8 Positive Behaviour Promotion.

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Customer Service Training Training Customer Service Groups 74

CSM Magazine

APRIL 25, 2022

If you want to further develop your customer service management style, there are training solutions out there that can improve your talents and create a better working environment. This article looks at some of the best training solutions in more detail. Mental Health Training. Industry Training.

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Training Customer Service Management Customer Service Training 97

Peter Lavers

DECEMBER 8, 2017

They continuously invest a large amount in improving customer service by training employees. It’s not always about the knowledge and education – sometimes, it’s more about team building and motivation training. 3 Fake Customer Communication. However, not all of them use these funds effectively. Jason Grills.

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Customer Service Training Training Customer Service Exercises 68

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. They must be trained to it. Before long, I was doing it, too.

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Culture Hotels Customer Service Training Training 158

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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Customer Service Policies Customer Service Training Feedback 69

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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Conference Leadership Customer Service Training Healthcare 128

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 2, 2014

Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. Kate, what was your first job and what did you learn about customer service in it? . Dealing with the public is great training for customer service.

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Customer Service Training Government Training Employee Engagement 152

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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Customer Service Contact Center Chief Customer Officer Call Center 251

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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Customer Service Ecommerce Self Service Omni-Channel 73

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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Customer Service Leadership Training Customer Service Training 150

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.

Customer Service 73

Customer Service Self Service Connections Social Media 73

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.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

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.

Customer Service 73

Customer Service Healthcare Loyalty Video 73

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. They are properly trained. Just like any good boxer that gets into the ring, customer service professionals train.

Customer Service Training 123

Customer Service Training Training Leadership Customer Service 123

CSM Magazine

FEBRUARY 13, 2025

John Tschohl, founder and president of the Service Quality Institute, emphasizes the need for relentless commitment to service, empowerment of staff, and constant training. Very few top executives understand the Service Strategy. Ninety-nine percent of customer interaction is with your front-line employees.

Customer Experience 59

Customer Experience Culture Training Call Center 59

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

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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Customer Service Training How To Leadership Training 100

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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Customer Service Training Training Customer Service Management 41

ShepHyken

AUGUST 3, 2022

Have a recording that directs the customers with lost luggage to call the airline they used. . If the customer ignores the recording, have the customer service rep properly trained to empathize and provide the customer with the airline’s phone number. . Follow on Twitter: @Hyken.

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Airlines Leadership Training Customer Service Training 135

ShepHyken

JANUARY 26, 2018

This week we feature an article by Evan Hackel who writes about why it is important to train your frontline with excellent listening skills. Pay attention to what customers are saying. You Can Train People to Listen. Yet there are other listening skills that should be part of your training for frontline staff.

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Training Leadership Consulting Hotels 83

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

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.

Customer Service Training 158

Customer Service Training Feedback Customers Groups 158

Integrity Solutions

FEBRUARY 15, 2019

Contact center leaders are rightfully worried that the increased focus on AI and technology could be driving their agents even further away from making the kind of human-to-human connections that create long-term loyal customers. We know they’re getting training and being held accountable to meeting minimum activity levels.

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Contact Center Training Employee Engagement Technology 77

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.

Customer Service Training 148

Customer Service Training Leadership Survey Customer Service 148

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. For Zappos, that defining statement is the first of their core values, and it is to “Deliver WOW Through Service.” For this lesson, let’s keep it simple.

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Customer Service Culture Customer Service Training Leadership 132

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!

How To 149

How To Customer Service Training Leadership Customers 149

Comm100

OCTOBER 30, 2017

In these instances, teams are often separated by location, training or technology. This could include shared process training (ITIL, Six Sigma etc.), project management training (Prince2) or even training in programming languages (PHP, C++ etc.). In both cases, communication is the key differentiator. Too Many Tools.

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Contact Center Tips Management Call Center 142

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.

Customer Service Training 135

Customer Service Training Leadership Video Feedback 135

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.

Exercises 157

Exercises B2C B2B Customer Service Training 157

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.

Customer Service 156

Customer Service B2C B2B Customer Retention 156