Who's Your Gladys?

NOVEMBER 6, 2014

According to a study conducted by the Rockefeller Corporation of Pittsburgh, 68% of customers stop doing business with a company because of an attitude of indifference by an owner, manager or employee. Customer Service guest blogger Bill Quiseng Customer Service Articles customer service training'

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Customer Service Training Study Training Customer Service 225

ShepHyken

APRIL 22, 2020

I asked a manager about this and he gave me a great explanation. The short version is that when someone comes to work at Brio, they are taught to manage a number of these small details. This sets the tone for them to manage other details, even the ones they aren’t officially trained to manage.

Management 135

Management Training Customer Service Training Examples 135

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. How can I fix it?

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Contact Center Tips Management Call Center 142

ShepHyken

DECEMBER 10, 2024

Until the customer acts in a somewhat reasonable manner, it is almost impossible to make them happy. For leaders and managers, its important for your employees to know you have their backs. 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.

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Customer Service Training Training Customers Customer Service 87

ShepHyken

OCTOBER 15, 2024

If you’ve ever been to a fancy steakhouse, you expect a higher price, but with that price comes the expectation of a good meal and a high level of service. The only way to exceed the expectation is to manage a mistake. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

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Customer Service Customer Service Training Customers Customer Experience 87

ShepHyken

OCTOBER 22, 2021

Empowerment brings confidence that impacts customers by surpassing their expectations with a powerful customer experience they cannot find elsewhere. Invest in customer service training for your team and create the best user experience for your clients. . Continue to Evolve.

Tips 150

Tips Customer Experience Management Return on Investment 150

ShepHyken

OCTOBER 29, 2024

Empowered Employees – Customers want to work with employees who can make good customer-focused decisions and don’t have to ask a manager whenever there is a unique or special request. Loyalty Programs That Offer Real Value – More than points and discounts, create a program that makes customers want to do more business with you.

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Loyalty Programs Customer Service Training Video Customer Service 85

Customer Bliss

JULY 3, 2018

In today’s episode, I speak with Greg Derwart , Managing Director, Administration & Customer Experience at Maryland Department of Commerce. We explore transforming customer and employee experience within a state government agency, and how this work is managed across multiple departments and agencies.

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Government Customer Experience Management Customer Experience Management 120

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

CSM Magazine

APRIL 25, 2022

Managing a customer service team takes dedication, hard work, and the right skill set. 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. Mental Health Training.

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Training Customer Service Management Customer Service Training 97

ShepHyken

MARCH 11, 2025

While many companies are still improving and trying to keep up with the technology, customers who take advantage of the new ways to get questions answered and complaints resolved are very happy with the companies that have kept up with the latest ways to manage the customer experience. Connect with Shep on LinkedIn.

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Customer Service Self Service Chatbots Customer Service Training 85

ShepHyken

FEBRUARY 12, 2025

Proactive Support: If you want to impress your customers, identify issues or problems before the customer finds them. Think Big, but Start Small : Begin AI implementation with specific, manageable customer service tasks rather than trying to overhaul everything at once. Then, tell them you did.

Customer Service 85

Customer Service Strategy Chatbots Customer Service Training 85

ShepHyken

JANUARY 15, 2020

Determine how a situation like this should be handled and then create a process for crisis management. The process should include informing management and contacting the appropriate authorities. Train everyone in your organization how to respond using this process. Training is important to ensure consistency.

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Training Customer Service Training Exercises Course 158

ShepHyken

JULY 22, 2020

I was on a customer support call with a software company and their rep said, “I’ll need to talk to my manager. Did he just say he would fight his manager to make me happy? This is the customer service rep I want to talk to every time I call the company. The post Would You Fight to Make Your Customers Happy?

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Poor Customer Service Customer Service Training Software Sales 166

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. I love it when clients tell me that they are impressed with our quick response time.

Customer Confidence 274

Customer Confidence Customer Service Contact Center Banking 274

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. This game requires the participation of all supervisors and managers!

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Customer Service Customer Service Training Training Groups 36

ShepHyken

JULY 14, 2021

Trippi is a world-class, award-winning hotel manager and Mitchell is a super-successful restauranteur. Both know the value of their customers hearing yes for an answer. If you dig a little deeper into the concept, it’s not so much about saying, “Yes” to every customer. What is the Question ? Follow on Twitter: @Hyken.

How To 171

How To Hotels Hospitality Transportation 171

ShepHyken

MAY 26, 2021

I told him, “I’m customer service speaker and we provide customer service training.” The lesson: Know who your customer is. If you can, plan in advance, do a little homework and spend a couple of minutes (or more) finding out what your customer does. He responded with, “You’re a design firm.”

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Sales Customer Service Training Training Customer Service 148

ShepHyken

JUNE 9, 2021

Whatever the reason, you must know how to handle angry customers. In our customer service training workshops , we provide a number of tactics to manage these difficult customer situations. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

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Customer Service Training Customers Training Customer Service 154

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

Comm100

APRIL 2, 2024

Here are 6 essential steps to improve CSAT and provide your customers with a superior experience. Enhance customer service training – Empathy Training: Incorporating empathy training for your customer service team is vital to increasing CSAT.

Strategy 264

Strategy How To Wait Times Customer Satisfaction 264

ShepHyken

NOVEMBER 4, 2020

Then there is the solution or resolution to the customer’s issue. In some cases, there are multiple ways to manage the outcome. Depending on what’s needed, you adjust to those options and give the customer what they are hoping for—an experience that makes it worth coming back to do business again. Train them well.

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Customer Service Training Social Media Customer Service Representative Training 148

ShepHyken

OCTOBER 3, 2023

I’ve said it before – I don’t agree with the saying that the customer is always right. Actually, I believe in the opposite, and it’s one of the concepts we teach in our customer service training workshops. It is this: The customer is NOT always right. … Fire them as a customer.

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Customer Service Training Training Customers Customer Service 158

ShepHyken

AUGUST 5, 2020

Diane is president and regional general manager at Univision. As she moved into this role, she realized the opportunities that would come from providing a better customer experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

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Customer Service How To Exercises Customer Service Training 163

Kayako

FEBRUARY 28, 2018

To help you build your own customer support training program, I’ve collected some key insights from managers at other SaaS and tech-industry companies to help make sure you’re getting it right from the get-go. 3 Principles of a good customer support training program. Involve all of your team. excited about it.

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Training Culture Customer Service Training Customers 213

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. Follow on Twitter: @Hyken.

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Culture Hotels Customer Service Training Training 158

Vonage

JULY 13, 2017

A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. I worked with the first management team to craft vision, mission and value statements that stand out in a crowded hospitality market by defining a customer service culture. Your Service.

Culture 174

Culture Customer Service Hotels Hospitality 174

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

CloudCherry

AUGUST 27, 2019

He has also authored customer service training videos on LinkedIn Learning including Customer Service Fundamentals and Leading a Customer-Centric Culture. Jeff was named one of the Top 30 customer service professionals in the world by Global Gurus.

Handbook 170

Handbook Customer Centricity Culture Customer Service Training 170

Vonage

OCTOBER 2, 2017

A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. I worked with the first management team to craft vision, mission and value statements that stand out in a crowded hospitality market by defining a customer service culture. Your Service.

Culture 174

Culture Hotels Customer Service Hospitality 174

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. Jeremy Watkin – Bringing the right people and technology together to deliver AWESOME customer experiences.

Resources 135

Resources Customer Service Customer Service Training Course 135

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

FEBRUARY 3, 2021

Instead, he thinks the delays are due to poor management by the front desk personnel. Managed the right way you’ll get the employee back on track or you’ll quickly learn he or she needs to go to a different position – or another job in another company. This is something that needs to be discussed, managed and corrected.

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System Customer Service Training Training Management 152

ShepHyken

DECEMBER 8, 2021

The result is that companies are forced to “skimp” on the quality and service customers have come to expect. I asked the manager why we couldn’t be seated. Rather than deliver a poor customer service experience, they felt it was better to shut down part of the restaurant. Customers love information.

Poor Customer Service 152

Poor Customer Service Hotels Customer Service Training Customer Service 152

ShepHyken

MAY 12, 2021

During a recent keynote presentation to an audience of managers of a major retail chain, an example was shared, and it was a good one. A customer had left her purse at the store. It was found by an employee who put it in the manager’s office for safekeeping. For information, contact 314-692-2200. Follow on Twitter: @Hyken.

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Course Customer Service Training Retail Examples 167

ShepHyken

JANUARY 6, 2021

As sophisticated CRMs (Customer Relationship Management systems) and AI integrate, the data that is generated will help companies create a more personalized experience. Customers enjoy feeling connected—when companies know who they are—even if it’s at a digital level. Chatbots will do more than just communicate with customers.

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Self Service Chatbots Customer Relationship Management Customer Service Training 172

ShepHyken

JUNE 22, 2022

As a young man, my friend was the manager of a high-end retail jewelry store. He hired a salesperson, Lila, who, in his words, “Lived only to provide excellent customer service.”?As As part of the sales process, the salesperson had to get the customer’s information. Regardless, I hope you appreciate this story. .

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Customer Service Training Training Retail Communication 138