Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service Training 106

Customer Service Training Training Customer Service Contact Center 106

Vonage

NOVEMBER 10, 2016

I heard his presentation on the subject of how quickly a business moves when I had the privilege of working with the bank, and I realized the importance of how velocity applies to the customer service experience. It’s not hard to see how velocity can benefit the customer service experience.

Customer Confidence 274

Customer Confidence Customer Service Contact Center Banking 274

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coach your service team strategically.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Kayako

MARCH 21, 2018

The dead zone —this was how Gary, my team lead and Kayako’s Support Manager, described the first few hours of my shift. I still managed to deliver work under these circumstances, so I felt sure I could easily adopt to a larger and more diverse environment as that of Kayako’s.

Customer Service Training 140

Customer Service Training Video Training Customer Service 140

ShepHyken

APRIL 6, 2025

Each week, I read many customer service and customer experience articles from various resources. 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. Here are my top five picks from last week.

Customer Service 71

Customer Service Self Service Trends B2C 71

ShepHyken

JANUARY 14, 2025

One of our Shepard Letter subscribers recently asked, How come you didnt do an article on customer service or experience New Years resolutions? So, here are seven customer service and CX resolutions that are easy to keep: Respond quickly to customers Quick response to customers increases their confidence in you.

Customer Service 71

Customer Service Policies Customer Service Training Feedback 71

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

ShepHyken

DECEMBER 9, 2024

Each week, I read many customer service and customer experience articles from various resources. Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a businesss most crucial operations in 2024, customer service would probably be among the most important ones.

Customer Service 75

Customer Service Ecommerce Self Service Omni-Channel 75

ShepHyken

MARCH 24, 2025

Each week, I read many customer service and customer experience articles from various resources. Should AI Be Used To Respond to Customer Reviews? In this article, the author interviews Higgins to learn how Verizon uses technology to best serve its customers. Here are my top five picks from last week.

Customer Service 75

Customer Service Healthcare Loyalty Video 75

Vonage

DECEMBER 13, 2018

Disappointing results on a customer service survey can be more than demoralizing. Build out your broad-based customer service standards and guidelines. . Create a short, bedrock statement of principles: your customer service constitution. Double down on customer service training.

Survey 215

Survey Customer Service Guidelines eBook 215

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'

Customer Service Training 225

Customer Service Training Study Training Customer Service 225

Comm100

OCTOBER 23, 2017

Out of the office, your hardworking customer service agents may be caught up in the Halloween scramble. But in the office, they are working tirelessly to bring satisfaction and happiness to your valued customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Customer Service 37

Customer Service Customer Service Training Training Groups 37

ShepHyken

AUGUST 5, 2020

What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? Is it people who aren’t properly trained or don’t have the right people skills? Diane is president and regional general manager at Univision.

Customer Service 164

Customer Service How To Exercises Customer Service Training 164

Comm100

NOVEMBER 14, 2017

When you are doing your job well, knowledge matters – and in the customer service industry, that is even truer than in others. The service sector as a whole has experienced steady but sustained growth over the past decade (approx. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Resources 159

Resources Customer Service Customer Service Training Course 159

Vonage

JULY 13, 2017

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. Key learning point to customer service culture.

Culture 174

Culture Customer Service Hotels Hospitality 174

Vonage

OCTOBER 2, 2017

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. Your Service” books and founder of UP! Your Service.

Culture 174

Culture Hotels Customer Service Hospitality 174

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. QUI CUSTOMER SERVICE LEADERSHIP STRATEGY.

Social Media 167

Social Media Customer Service Self Service Customers 167

ShepHyken

SEPTEMBER 19, 2023

So, what does this have to do with business, specifically customer service and CX? In the customer service world, we should create a “game plan” to deliver an experience that is perfect, never requiring a customer to reach out to us because of problems. Plenty! In any team sport, the goal is to win.

Customer Service 146

Customer Service Effort Score Sports Conference 146

ShepHyken

DECEMBER 10, 2024

Some customers will lash out at you, yelling and even cursing. Our customer service research (sponsored by RingCentral ) found that 34% of customers admit to yelling at customer service reps, and 21% of customers admit to cursing. How you deal with the angry customer at this point is crucial.

Customer Service Training 90

Customer Service Training Training Customers Customer Service 90

ShepHyken

OCTOBER 29, 2024

So, here’s a question for you: Are you confident your customer service and CX won’t scare your customers away? Proactive Customer Service – When you reach out to a customer before they call you about a problem – and sometimes before they even know there’s a problem – you’re proving you have their back.

Loyalty Programs 88

Loyalty Programs Customer Service Training Video Customer Service 88

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 163

Customer Service Handbook Customers Training 163

ShepHyken

NOVEMBER 25, 2020

Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” Leadership defines the customer service and CX vision for everyone to follow. You may care about your customer, but does the customer know it? Happy Thanksgiving!

Customer Service 153

Customer Service Leadership Training Customer Service Training 153

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

ShepHyken

JULY 5, 2021

Each week I read many customer service and customer experience articles from various resources. Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. They may even make you rethink how you email your customers.

Customer Service 156

Customer Service Loyalty Programs Hotels Infographics 156

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

ShepHyken

JANUARY 16, 2024

This is an important topic that every CEO, business owner, leader, manager, and supervisor must understand. When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality.

Customer Service 151

Customer Service Customer Centricity Customer Service Training Survey 151

CSM Magazine

DECEMBER 2, 2024

In recent years, the importance of customer service in healthcare has come to the forefront. In this article, we look at some key strategies and techniques for providing excellent patient care. According to a survey by Accenture , 25% of patients have switched healthcare providers due to poor customer service.

Healthcare 52

Healthcare Customer Service Strategy How To 52

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 156

Customer Service Handbook Customers Training 156

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. How do you handle a bad customer service experience ? Here are my top five picks from last week.

Customer Service 153

Customer Service Social Media Culture Report 153

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging. Customer service expert Chip Bell sets the stage with a story. Package” by Chip Bell.

Customer Service 163

Customer Service Guest Experience Loyalty Programs Hospitality 163

ShepHyken

JANUARY 9, 2019

Some people claim that customer service is getting worse. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies who teach us what good customer service should be. Was he worried his manager might be upset? If so, shame on that manager!

Customer Service 129

Customer Service Customer Service Training Customers Training 129

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 164

Contact Center Tips Management Call Center 164

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? The point is simple and well made: Chasing customers with low prices and discounts, is as the article points out, “… ultimately a race to the bottom in terms of cost.”.

Customer Service 127

Customer Service Customer Service Training Policies Loyalty 127

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

APRIL 13, 2022

Just out of college I started my career as a customer service expert. It was a chosen profession that had its roots in something that happened to me when I was younger, an event that caused me to become obsessed with customer service. . These lessons laid the foundation that ignited my passion for customer service.

Self Service 138

Self Service Customer Service Customer Focused Customer Service Training 138

ShepHyken

MARCH 16, 2022

Not only does this happen in physics, but it also happens in business, specifically when there is bad customer service or a bad customer experience (CX). So, with that, I bring you Shep’s Law of Customer Service , which is: . And mistakes don’t count if they are managed well. Follow on Twitter: @Hyken.

Customer Service 123

Customer Service Customer Service Training Customers Customer Experience 123

CSM Magazine

AUGUST 27, 2024

Customer service quality is the foundation of any successful organization. However, attaining and sustaining high levels of customer satisfaction needs more than just basic training. 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