Up Your Service

FEBRUARY 5, 2020

And I’m super strong in helping organizations improve the service that they create and build a culture of continuously Uplifting Service. What if we took your passion for developing and Certifying Coaches all over the world and connected it with our expertise in certifying Uplifting Service leaders ?

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Workshop Leadership Seminar Events 52

ShepHyken

DECEMBER 17, 2023

Culture Clash: Why Customer Experience Improvements Fail by John Aves (MyCustomer.com) To successfully change your CX, you must create the right culture and climate to effect the change. I’ve stressed in all of my customer service speeches , that a customer-focused culture starts at the top with the CEO.

Article 59

Article Customer Service 2023 Customer Centricity 59

ShepHyken

NOVEMBER 13, 2023

This excellent article has nothing new, but it gives us four reminders that will enhance any customer and/or client relationship. 11 Tips for Building and Nurturing Positive Client Relationshipsby Rolling Stone Culture Council (Rolling Stone) Making your clients feel seen can go a long way toward creating relationships that last.

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Article 2023 Customer Service Workshop 57

Michel Falcon Experience

JANUARY 16, 2020

As the year gets rolling, I’d suggest asking yourself three questions to identify what customer experience strategies you have the opportunity to create for your business and serve your customers exceptionally. Do you have plans to host a customer journey mapping workshop this year? Customer Journey Mapping.

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2020 Customer Journey Mapping Customer Experience Hospitality 88

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back.

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Customer Service Training Fashion Workshop Reference 72

ShepHyken

DECEMBER 12, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Sales 91

Sales Customer Experience Workshop Customer Service Training 91

ShepHyken

JANUARY 14, 2024

Our annual CX research found that 82% of customers say an excellent customer service experience increases their trust in the company/brand. An influx of orders, too few staff and emotions running high can mean an increase in mistakes and dissatisfied customers. Connect with Shep on LinkedIn.

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2024 Article Customer Service Retail 57

ShepHyken

JANUARY 14, 2024

Our annual CX research found that 82% of customers say an excellent customer service experience increases their trust in the company/brand. An influx of orders, too few staff and emotions running high can mean an increase in mistakes and dissatisfied customers. Connect with Shep on LinkedIn.

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2024 Article Customer Service Retail 55

ShepHyken

NOVEMBER 21, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

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Airlines Workshop Customer Service Training Customer Service 83

ShepHyken

JANUARY 1, 2024

The Santa Claus Approach: Unwrapping Marketing Lessons from the Man in Red by Mark W Lamplugh Jr (Entrepreneur Media) A unique figure has transcended cultural boundaries, capturing imaginations and hearts across the globe. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

2024 57

2024 Article Customer Service Social Media 57

Customers That Stick

OCTOBER 2, 2014

Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. Cultural differences have made people skills more challenging in this global environment.

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Workshop Customer Service Training Government Blog 152

ShepHyken

DECEMBER 24, 2023

Teeing up Employee Experience to Enhance Customer Experience by Dom Nicastro (CMSWire) This intimate knowledge, combined with his experience in various operational roles within the golf industry, equipped him with a unique perspective on what it takes to elevate a golf club’s overall experience. Connect with Shep on LinkedIn.

Article 62

Article 2024 Customer Service 2023 62

ShepHyken

SEPTEMBER 24, 2023

Due to an unprecedented booming economy, leaders started taking shortcuts, solely focusing on sales and profit, reducing their hiring standards to fill positions, and expecting and demanding more of their employees including their customer service representatives, yet not investing in the employee culture and customer experience.

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Article Customer Service 2023 Workshop 69

Michel Falcon Experience

JANUARY 3, 2020

Invest in customer experience strategy just like we do in branding initiatives like marketing and PR. Continuously provide superior customer service skills education/workshops to ALL employees. In thinking about the year to come, I’ve identified three customer service skills that I believe your employees can learn from.

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2020 Customer Service Culture Call Center 99

ShepHyken

AUGUST 6, 2023

When using AI for customer support, consider this point in the article: “Every interaction enhances or diminishes a customer’s perception the company involved.” Using AI the right way will enhance the relationship versus frustrate the customer. as of 2023 and minimum federal wage of $7.25 in 2022 and 5.4%

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Article 2023 Customer Service Magazine 62

ShepHyken

JANUARY 6, 2020

I’m intrigued by the first of the six ideas, which focuses on culture, but not the corporate culture. It is about being in alignment with the customer and society’s culture. Employee Experience and Customer Experience Depend on Strategy by Liliana Petrova. What would that look like? I love that question.

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2020 Article Customer Service Contact Center 104

ShepHyken

NOVEMBER 27, 2023

Furthermore, as much as you think you are, the judge and the jury on this one is the customer. Why Is Service So Bad When We Supposedly Tip To Get Good Service? tipping culture is insane, it’s gotten out of control and what’s worse is that it’s getting exported to the rest of the world. by Gary Leff (Gary Leff) U.S.

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Article 2023 Customer Service Net Promoter Score 67

Up Your Service

JANUARY 22, 2018

The most common question we hear when launching service excellence training programs inside large organizations is: “Do leaders really need to attend these workshops?”. This raises a different and more important question for senior leaders: Do you seek to achieve service improvement in specific departments of the organization?

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Workshop Culture Leadership Employee Experience 61

ShepHyken

MAY 28, 2023

All seemed well until Google started expanding this product internationally and Americans took their high expectations to far-flung parts of the world, not realizing just how different cultures can be from their own. My Comment: How do you improve the ratings your customers give you? Connect with Shep on LinkedIn.

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2023 Article Customer Service Books 64

ShepHyken

JANUARY 18, 2017

If you’re hiring someone that is going to do a lot of written correspondence with customers you need someone with good communication skills – a command of the English language, as in punctuation, spelling and grammar. There is an exercise we occasionally do in our workshops. That’s a skill. As you can imagine, we get lots of answers.

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Customer Service Workshop Customer Focused Customer Service Training 92

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. Identifying gaps in the customer experience.

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Customer Experience Download Workshop Metrics 116

Michel Falcon Experience

JANUARY 10, 2019

It’s likely that you clicked through to read this post because you want new customer service ideas, not the same old run of the mill concepts that have been suggested by everyone else online…am I right? Have fostered a company culture where we promote new ideas. Do all of them get put into action? Not all, but many do!

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Customer Service 2019 Workshop Wireless 151

Michel Falcon Experience

APRIL 7, 2020

Do I find myself asking, “I don’t have the budget for customer service training?” What is going to happen to my business and brand if I’m known for delivering average customer service? They must be just as customer-centric as your cashier or receptionist. Is it habitual or often a one-time event?

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Customer Service Customer Experience Net Promoter Score Hospitality 88

Up Your Service

JUNE 18, 2018

Your Service Active Learning Toolbox , you will generate active participation at all your training sessions, with even the most reserved students or the most conservative cultures excited and engaged. You can use the toolbox in your workshops, for quick icebreakers, and even for any longer-term educational programs.

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Workshop Download Culture Article 40

Up Your Service

JUNE 18, 2018

Using Ron Kaufman’s Active Learning Toolbox , you will generate active participation at all your training sessions, with even the most reserved students or the most conservative cultures excited and engaged. You can use the toolbox in your workshops, for quick icebreakers, and even for any longer-term educational programs.

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Workshop Download Culture Article 40

ShepHyken

AUGUST 30, 2017

He was conducting a half-day customer service workshop, and during a break, the client, who happened to be the president of the company, walked up to Ted and congratulated him on doing a great job. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

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Workshop Presentation Customer Service Training Customer Service 110

Up Your Service

FEBRUARY 8, 2020

Other Articles you may enjoy: “Different People Value Different Things” by Ron Kaufman Service Leadership Workshop with Ron Kaufman and Marshall Goldsmith Five Best Practices for Creating Unbelievable Customer Experiences (eBook: 13 pages, free download). Book Ron Kaufman for your next event: [link].

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2020 Customer Service Workshop Books 69

ShepHyken

OCTOBER 16, 2023

Amazon (AWS) is using AI as an opportunity to assist their agents and create better self-service experiences for their customers. How Do Your Customers Experience Your Company Culture? So, how about we extend that value-based culture approach to our customer experience? Connect with Shep on LinkedIn.

Article 12

Article Customer Service 2023 Customer Centricity 12

Storyminers

JULY 6, 2020

He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops. You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

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2020 Customer Experience Magazine Consulting 132

ShepHyken

MAY 22, 2023

To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman (Gallup) Neglecting culture affects your teams and your customers. These perceptions are symptoms of culture problems — and in a competitive market, leaders can’t afford to deliver mediocrity to clients.

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2023 Article Customer Service Loyalty Programs 13

Storyminers

JULY 6, 2020

He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops. You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

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. Author of The Service Culture Handbook. Specialized Training Courses.

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Customer Service Customer Service Training Call Center Download 44

ShepHyken

JULY 10, 2023

For many, the cycle of recruiting, hiring, onboarding, and training amounts to a revolving door. At that rate, it’s especially challenging to cultivate a culture that prioritizes customer experience excellence that consistently delivers memorable wow moments. Connect with Shep on LinkedIn.

Article 12

Article 2023 Customer Service Workshop 12

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Empathy: A short experiential course designed to inspire a true culture of empathy.

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Customer Service Download Customer Service Training Customers 53

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Empathy: A short experiential course designed to inspire a true culture of empathy.

Customer Service 40

Customer Service Seminar Customer Service Training Customers 40

Comm100

NOVEMBER 3, 2017

For this reason, successful social media training starts with an analysis of staff’s existing skills, so that you will know what training each person needs. How you train your social media team – face-to-face, video, interactive online training and so on – should be chosen based on the culture and circumstances of the organization.

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Social Media Marketing Customer Service Training Customer Service 46