Help Scout

AUGUST 22, 2023

Use these customer service training activities, tips, and courses to continually improve your support quality, consistency, and speed. Read the full article

Customer Service Training 81

Customer Service Training Course Training Tips 81

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. That’s what I want you to do with your customers. Happy New Year! And for everything else, too!

Customer Service 165

Customer Service Tips Guidelines Policies 165

ProProfs Chat

MAY 1, 2020

Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. You need to take into account their expectations, needs, and final feedback for your services to create an excellent customer service training program. Source: Mckinsey.com.

Customer Service Training 85

Customer Service Training Training Customer Service e-support 85

Customers That Stick

OCTOBER 9, 2014

The right words can put an irritated customer at ease and help you approach difficult situations with greater ease. Effective customer service language can take a long time to master, so I thought I would share a few quick language tips you can incorporate into your service communication immediately.

Customer Service 164

Customer Service Customer Service Training Social Media Communication 164

ShepHyken

APRIL 4, 2023

When it came time to pay, they didn’t ask me for a tip. For a moment, I thought, “Did I go back in time?” This is just my opinion, but the concept of tipping is getting out of hand. For most of my life – until the recent past – the customer wasn’t expected to tip.

Tips 129

Tips Self Service Hotels Customer Service Training 129

ShepHyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Internal Customer Service: What You Must Know by Gabrielle Pickard-Whitehead. Here are 18 of the most reliable ways to make sure your internal customer service is up there with the best. by Mary Drumond.

Customer Service 156

Customer Service Chief Customer Officer Contact Center Customer Service Training 156

ShepHyken

OCTOBER 25, 2017

Sometimes it’s what a customer doesn’t do or doesn’t say that gives you the opportunity to create an amazing customer service experience. And, you’ll take advantage of this moment to deliver a better service experience. The post Customer Service Tip: The Power of Observation appeared first on Shep Hyken.

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Tips Customer Service Customer Service Training Customers 158

ShepHyken

MARCH 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Why marketing can no longer ignore customer experience by Jason VandeBoom. Digiday) Customer experience is rapidly becoming more designable, more accessible and more creative. Follow on Twitter: @Hyken.

Customer Service 149

Customer Service Hospitality Airlines Infographics 149

Bill Quiseng

DECEMBER 13, 2021

That’s why a high customer retention rate is an important goal for many businesses. Excellent customer service is one of the best ways to achieve this goal. Customer retention supports long-term growth because it creates a loyal customer base. Why Does Customer Service Impact Retention?

Customer Retention 173

Customer Retention Customer Service B2C Customer Service Strategies 173

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Here are my top five picks from last week.

Customer Service 146

Customer Service Loyalty Programs Social Media Contact Center 146

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. They claim they aren’t the same as B2C, so many of the ideas about customer service and CX don’t apply.

Customer Service 160

Customer Service B2C B2B Customer Retention 160

Stella Connect

JANUARY 20, 2022

Looking for ideas for how to create the best customer service training program for your contact center? After all, according to our Customer Service Trends for 2022 report: Nearly all (95%) of customers say customer service impacts their purchasing decisions.

Customer Service Training 78

Customer Service Training Contact Center Training Customer Service 78

Ecrion

JULY 22, 2019

Every year, businesses lose over $75 billion in potential revenue thanks to one thing: poor customer service. And while studies show that about 1 out of every 26 customers complain about poor customer service, over 90% of those dissatisfied customers simply stop working with your business — and never come back.

Customer Service Training 78

Customer Service Training Training Customer Service Customer Journeys 78

ShepHyken

MAY 24, 2021

Each week I read a number of customer service and customer experience articles from various resources. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. Go to The Customer Focus™ to learn more about our customer service training programs.

Customer Service 163

Customer Service Customer Retention Loyalty Retail 163

ShepHyken

OCTOBER 12, 2022

We don’t have the budget to expand our customer support department. . Our annual customer service research shows that of all the ways customers reach out for customer support, social media channels like Twitter, Facebook, Instagram, and others are at the bottom of the list, but that doesn’t mean they should be ignored. .

Social Media 165

Social Media Customer Service Customer Care Customer Service Training 165

ShepHyken

JANUARY 4, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Experience Tips and Advice from the Pros During Disruption by Srijana Angdembey. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 156

Customer Service Retail Entertainment Tips 156

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? My Comment: Our customer service research indicates that US consumers consider an easy return policy a reason to come back. accounting, legal services).

Customer Service 129

Customer Service Customer Service Training Policies Loyalty 129

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

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. by Tracey Ruff.

Self Service 137

Self Service Customer Service Customer Journeys B2B 137

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. Here are my top five picks from last week.

Customer Service 154

Customer Service Government Customer Service Training Loyalty 154

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 32

Customer Service Customer Service Training Training Groups 32

ShepHyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. Customer Service is SO Annoying (Tips to Make it Less So) by Jim Gilbert. You’ll smile. And, they won’t spam you.

Customer Service 28

Customer Service Effort Score Net Promoter Score Contact Center 28

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. Tips for optimizing availability: – Make sure to offer live chat.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

ShepHyken

MAY 16, 2023

I like the title of this article, but perhaps a more appropriate title might be: Customer Service Is Like Being Married. The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. Connect with Shep on LinkedIn.

Customer Service 124

Customer Service Advertising Sales Customer Service Training 124

ShepHyken

JANUARY 3, 2018

With that in mind, I’d like to share five customer service tips every business must do to stay competitive in 2018: Embrace the changing expectations of your customer: This one I’ve touted every year. The customer expects more than ever. The company that makes it easier and more convenient for the customer wins.

Customer Service 120

Customer Service Self Service Tips Social Media 120

ShepHyken

MAY 31, 2021

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad I bet you’ll find keeping your existing customers is far less expensive than acquiring new ones.). by Stephanie Falkner.

Customer Service 141

Customer Service Effort Score e-support Chatbots 141

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. Airline Customer Service Improved In 2020.

Customer Service 126

Customer Service Airlines Tips Customer Service Strategies 126

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. So, I’ve listed some of the essential ingredients. In the meantime, this is enough to get you started.

Customer Service 156

Customer Service Leadership Training Customer Service Training 156

ShepHyken

APRIL 5, 2021

Each week I read a number of customer service and customer experience articles from various resources. Balancing Humanization and Digitization: 3 Key Customer Service Trends by Jordy Leiser. Here are three customer service trends brands should prepare for in 2021. That’s just too soon.

Customer Service 130

Customer Service Self Service Contact Center Tips 130

ShepHyken

MARCH 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. Forget Customer Experience. CMSWire) ECM and content services, while related, are not the same. The Benefits of Empowering Your Customer Service Team by Marisa Sanfilippo. Forget Employee Experience.

Customer Service 147

Customer Service Employee Experience Customer Service Training Strategy 147

ShepHyken

DECEMBER 18, 2019

Last week, I shared ten ideas to drive a better customer experience in 2020. As promised, I’m back with ten more tips. Without any further delay, here are ten more ways to create a better customer experience in 2020. Create your customer service mantra. Customers love relevant information. This is a big one.

Customer Service 130

Customer Service Customer Experience Tips Social Media 130

ShepHyken

AUGUST 8, 2022

Each week I read many customer service and customer experience articles from various resources. The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. My Comment: I love the idea of WOWING the customer. Here are seven ways to use video to improve your customer experience.

Customer Service 24

Customer Service Culture Customer Retention Video 24

Vonage

JULY 19, 2016

You can tell a lot about a company and its commitment to customers in the words employees use. Open your ears and you will find it’s easier to measure customer service levels than you might think. Well, as a personal favor, I’ll try to give you a call, but we don’t usually do this for customers.”. Your Service.

Measurement 120

Measurement Customer Service Self Service Travel 120

ShepHyken

JULY 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Improving Social Media Customer Service by Fara Haron. My Comment: Companies are using social media customer care/service to increase loyalty and gain market share.

Social Media 122

Social Media Customer Service Trends Tips 122

ShepHyken

JUNE 3, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Ways to Improve Your Customer Experience (CX) by Diana Kaemingk. Qualtrics) If you’re ready to improve your customer experience, check out these 10 tips. Here are my top five picks from last week.

Customer Service 123

Customer Service Social Media Survey Customer Confidence 123

ShepHyken

OCTOBER 3, 2016

Each week I read a number of customer service articles from various online resources. Customer Service Week: Appreciating Clients and Employees Gives You an Edge by Sandra Idossou. My Comment: This week is International Customer Service Week. Here are my top five picks from last week.

Airlines 125

Airlines Customer Service Infographics Customer Retention 125

ShepHyken

JULY 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. 10 Best Things about Customer Contact Week 2019!

Customer Service 123

Customer Service Social Media Customer Experience Professionals Customer Care 123