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. In his spare time, Jason likes traveling extensively to learn about new cultures and traditions.

Customer Service Training 74

Customer Service Training Customer Service Travel Financial 74

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.

2021 128

2021 Article Customer Service B2B 128

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. My Comment: When it comes to customer service, I believe everyone must be properly trained – not just the front-line/customer-facing employees. Seth’s Blog) It’s not a word, but perhaps it should be.

Article 65

Article 2022 Customer Service Customer Service Training 65

Peter Lavers

DECEMBER 8, 2017

This is the first instalment of a 2-part blog from our new guest blogger Jason Grills – welcome Jason! No matter what type of business you run, apart from quality product or service, you will also need a reliable and efficient support service to retain your customers in the long term. 1 Active Listening Practice.

Customer Service Training 68

Customer Service Training Customer Service Travel Blog 68

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. Arming employees with knowledge and training is key. MYTH – Great customer service starts with understanding the customer is always right. I’m talking about customer silence.

Blog 0

Blog Customer Service Communication Customers 0

Integrity Solutions

OCTOBER 27, 2021

In a world where customers have more options available to them — and more ways to vent frustrations publicly — you can’t afford to drop the ball on excellent customer service. Last week was National Customer Service Week , an annual — and now global — event devoted to celebrating the people who make customer service happen.

Customer Service 67

Customer Service Banking Customer Service Training Culture 67

ShepHyken

AUGUST 10, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. The New Qualities of Customer Service Excellence by Denyse Drummond-Dunn. Follow on Twitter: @Hyken.

Article 93

Article 2020 Customer Service Customer Retention 93

ShepHyken

APRIL 18, 2022

Each week I read many customer service and customer experience articles from various resources. Tracking Customer Experience? The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. Here are my top five picks from last week.

Article 71

Article 2022 Customer Service Retail 71

Integrity Solutions

FEBRUARY 12, 2021

Most companies like to say they provide great customer service and deliver it with integrity, but what does that really mean? Have you created a customer service strategy that defines those expectations? . Implementing A Customer Service Strategy. Customer Service Strategy Through The Standards of Behavior.

Customer Service Strategies 77

Customer Service Strategies Customer Service Document Customer Service Training 77

ShepHyken

SEPTEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. My Comment: The contact center can be the focus of how a customer rates a company’s customer service. A quick – and fun – read.

2016 122

2016 Article Customer Journey Mapping Customer Service 122

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 95

Customer Satisfaction Feedback Interaction Insights 95

ShepHyken

APRIL 24, 2017

Each week I read a number of customer service articles from various online resources. Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law. My Comment: Want to learn from some of the masters of customer service?

2017 69

2017 Article Customer Service Customer Service Training 69

ShepHyken

SEPTEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. I call it The Convenience Revolution , and I’ve written an entire book about it and how you can use convenience to take your customer service to the next level. Dina’s Blog) Fix the Problem.

Article 79

Article 2018 Customer Service Hospitality 79

ShepHyken

MAY 4, 2018

Smart companies promise a positive customer service experience, and they deliver. – Shep Hyken. Customer experience” means different things to different people. Improved customer service training. Began the process of consistently responding to every customer grievance. Here’s what we did.

Blog 81

Blog Customer Experience Advertising Sales 81

ShepHyken

MAY 28, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it.

2018 77

2018 Article Customer Service Loyalty Programs 77

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. Coaching Customer Service Agents for Individual Growth.

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97

Customers That Stick

OCTOBER 2, 2014

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. In your own personal experience, have the people skills people bring to customer service gotten better or worse over the past five years?

Workshop 152

Workshop Customer Service Training Government Blog 152

ShepHyken

MAY 15, 2017

Each week I read a number of customer service and experience articles from various online resources. D CEO) Half a century after its incorporation papers were filed, the Dallas-based carrier is working harder than ever to reinforce its unique corporate culture. (D If you don’t subscribe to his blog, you should.

2017 69

2017 Article Customer Service Airlines 69

Customers That Stick

OCTOBER 23, 2014

This day features CX pros such as Mary Murcott, President of The Customer Experience Institute and Erik Peterson of A.T. Topics include: How to drive a culture of service innovation into a traditional product company. Building a service innovation culture. Day Two: Customer Experience and Engagement.

Leadership 128

Leadership 2014 Customer Service Training 2015 128

Service Untitled

SEPTEMBER 21, 2010

Service Untitled The blog about customer service and the customer service experience. Almost any company will state on a mission statement their commitment to excellent customer service, but how many of those organizations follow through on that campaign? .

Blog 47

Blog Customer Service Representative 2010 Customer Service Training 47

Service Untitled

OCTOBER 12, 2010

Service Untitled The blog about customer service and the customer service experience. Start from the beginning, and take it through the question period, the emotional aspect of the hurried customer, and what to say and how to say it. Leave a Reply « Good service valued over good food?

Blog 41

Blog 2010 Customer Service Representative 2006 41

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 Customer Service E-support Customers 85

ShepHyken

JANUARY 30, 2023

Each week, I read many customer service and customer experience articles from various resources. ChatGPT: 6 Ways It Will Transform Customer Experience by Paul Pember (CX score) The promise of how AI will revolutionise the world has often lacked practical application on how it will impact our day to day lives.

2023 23

2023 Article Customer Service Banking 23

Stella Connect

FEBRUARY 2, 2022

In customer service, the revolving door of agents joining your team and exiting in a few months or only a year seems to be normal. Quality Assurance & Training Connection completed a research study that found the industry’s average turnover rate is 30 to 45%. Call center turnover occurs for several different reasons.

Call Center 52

Call Center Customer Service Training Feedback Customer Service 52

Stella Connect

MARCH 30, 2022

Agent engagement is one of the biggest drivers of improving customer service and reducing attrition. Customer service leaders know it’s critical to recognize and reward top performance, but many of them lack a complete rewards program. Even some of the best, most effective rewards require no investment at all.

Rewards Programs 52

Rewards Programs Call Center Contact Center Culture 52

Service Untitled

OCTOBER 11, 2010

Service Untitled The blog about customer service and the customer service experience. The introduction of hair dryers, concierge service, televisions with concealed doors, non-smoking rooms, and fitness centers provided service and luxury to the sophisticated traveler.

Books 46

Books Blog Hotels 2010 46

Service Untitled

OCTOBER 13, 2010

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Good service valued over good food? “I’m very fussy about what I eat, but I also expect good service. .

Blog 42

Blog 2010 2006 Customer Satisfaction 42

Service Untitled

MARCH 12, 2010

Service Untitled The blog about customer service and the customer service experience. There are car manufacturer meetings, government meetings, blog entries, and water-cooler discussions, yet brand loyalty has not dropped as much as expected.

Blog 43

Blog Loyalty 2010 Airlines 43

Stella Connect

FEBRUARY 20, 2018

The continuous cycle of hiring and onboarding new agents and ramping them up to full productivity can cost a customer service organization roughly $10,000-$15,000 per employee. Then there’s the impact on service quality. But for fast-growing companies trying to scale their customer service teams, the costs are far too high.

Contact Center 40

Contact Center Culture Connections Customer Service Training 40

Service Untitled

OCTOBER 26, 2010

Service Untitled The blog about customer service and the customer service experience. More than price, since companies vie for the best prices all the time, is to make truly lasting impressions in order to win customer loyalty. It’s going back to basics that drives the train of success.

Blog 43

Blog 2010 2006 Customer Satisfaction 43

Comm100

OCTOBER 25, 2017

Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around the internet.

Download 131

Download White Paper Customers Customer Service 131

SmartKarrot

FEBRUARY 15, 2022

A look back at the past few years reveals the many significant changes in the world of customer service. The credit for these changes goes to the customer service experts who helped redefine the industry. This will help you stay up to date with the trends and best practices of customer service. Bill Quiseng.

2022 10

2022 Customer Service Social Media Customer Centricity 10

ShepHyken

APRIL 3, 2023

Each week, I read many customer service and customer experience articles from various resources. Of course, if the customer/passenger needs help beyond the self-service experience, they can connect with a human agent. In other words, the ones that provide the best customer service and experience.

Article 9

Article 2023 Customer Service E Commerce 9

Service Untitled

MARCH 31, 2010

Service Untitled The blog about customer service and the customer service experience. Toll collectors need to have customer service training also. What would be the results if a company used representatives who insulted, assaulted or told customers to “die&# on the road?

Blog 41

Blog 2009 2008 2010 41

Service Untitled

SEPTEMBER 22, 2010

Service Untitled The blog about customer service and the customer service experience. If a customer is upset when they call, our training focuses on bringing the customer level of “excitement” down, making sure we use the right words, that we apologize for any lapse of service or perceived lapse of service.

Blog 41

Blog 2010 2006 Call Center 41

Comm100

JUNE 19, 2018

In this blog post series, we’ll be picking apart some of the keynote speeches shared at the ICMI Expo, and throwing some light on what those insights could mean for your contact center. So, following Ernesto/Sergio’s example, should you ask your employees to adopt an alias, in an effort to improve customer service?

2018 40

2018 Contact Center Entertainment Culture 40

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 Service 59

Customer Service Customer Experience Magazine Books 59