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 138

Management Training Customer Service Training Examples 138

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?

Contact Center 165

Contact Center Tips Management Call Center 165

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.

Customer Service Training 90

Customer Service Training Training Customers Customer Service 90

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.

Customer Service 90

Customer Service Customer Service Training Customers Customer Experience 90

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 153

Tips Customer Experience Management Return on Investment 153

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.

Loyalty Programs 88

Loyalty Programs Customer Service Training Video Customer Service 88

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.

Government 120

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.

Customer Service Training 52

Customer Service Training Training Gamification Customer Service 52

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 88

Customer Service Strategy Chatbots Customer Service Training 88

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.

Training 97

Training Customer Service Management Customer Service Training 97

Calabrio

APRIL 11, 2025

Workforce Management From Onboarding to Excellence: Your Contact Center Training Guide for 2025 Jump ahead What is Contact Center Training? Support Your Efforts with the Right Tools A structured training journey sets the path, but the right tools pave the way for better agent engagement and support throughout the process.

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

Comm100

MAY 1, 2018

And managing these teams can be a very rewarding experience. Use the following tips for managing multigenerational teams to help you harness the best of these powerful generations. According to a recent CIPD study , less than one-third of organizations report having an HR strategy in place for managing their aging workforce.

Management 140

Management How To Groups Financial 140

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.

Training 160

Training Customer Service Training Exercises Course 160

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?

Poor Customer Service 167

Poor Customer Service Customer Service Training Software Sales 167

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 160

Resources Customer Service Customer Service Training Course 160

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

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

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.

Customer Service 88

Customer Service Self Service Chatbots Customer Service Training 88

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.”

Sales 151

Sales Customer Service Training Training Customer Service 151

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.

Customer Service 71

Customer Service Policies Customer Service Training Feedback 71

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.

Customer Service Training 157

Customer Service Training Customers Training Customer Service 157

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.

Customer Service Training 151

Customer Service Training Social Media Customer Service Representative Training 151

ShepHyken

APRIL 6, 2025

Smart brands are finding ways to leverage these memories to create experiences that get customers to say, Ill be back! Customer Journey Management for Next-Gen CX by Nayan Teja (CX Network) A customer journey is a structured series of interactions between a business (brand) and its customer.

Customer Service 75

Customer Service Self Service Trends B2C 75

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.

Customer Service Training 160

Customer Service Training Training Customers Customer Service 160

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.

Training 220

Training Culture Customer Service Training Customers 220

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.

Customer Service 164

Customer Service How To Exercises Customer Service Training 164

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.

Culture 160

Culture Hotels Customer Service Training Training 160

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.

Customer Service 75

Customer Service Ecommerce Self Service Omni-Channel 75

Kayako

JUNE 30, 2016

In one chapter Ben describes how, during his time at Netscape, he became frustrated with his product managers. So he created a document called “Good Product Manager, Bad Product Manager” which crisply laid out the behaviours of good product managers, and juxtaposed those with the behaviours of bad ones.

Customer Service 209

Customer Service Handbook Customers Training 209

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

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Involving executive management and staff is crucial.

Strategy 392

Strategy Customer Experience How To Customer Journeys 392

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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

Kayako

JUNE 30, 2016

In one chapter Ben describes how, during his time at Netscape, he became frustrated with his product managers. So he created a document called “Good Product Manager, Bad Product Manager” which crisply laid out the behaviours of good product managers, and juxtaposed those with the behaviours of bad ones.

Customer Service 202

Customer Service Handbook Customers Training 202

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.

System 155

System Customer Service Training Training Management 155