ShepHyken

APRIL 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. To Provide the Best Customer Experience, Be Proactive by Frank Konkel. A good service opportunity went bad.

Article 101

Article 2019 Customer Service Hotels 101

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Before you ask for any additional buy-in from your CEO, make sure you’re speaking the same language around what Customer Experience is and what Customer Experience Management requires. Related: [Article] Customer Experience Management Defined: How is it Different From CX? Article] Want Greater CX Success?

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

InMoment XI

MAY 25, 2023

The customer experience (CX) is crucial for any business that wants to succeed in today’s highly competitive market. Great customer experience doesn’t just happen as soon as you send out a survey; it needs to be planned and designed purposefully. Basically, it’s your customer’s experience with your product.

Customer Experience Design 484

Customer Experience Design Customer Experience Competitive Advantage User Experience 484

CSM Magazine

MAY 14, 2024

Additionally, customer service training should also cover topics such as product knowledge, company policies and procedures, and how to handle difficult customers.

Customer Service Training 52

Customer Service Training Customer Service Customer Service Representative Competitive Advantage 52

CX Accelerator

NOVEMBER 7, 2023

It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. A company might not be customer-centric if they… As I reflected on this experience, I realized that there were a number of indicators that this company might not be customer-centric.

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

2023 61

2023 Customer Service Customer Service Representative Customer Care 61

ShepHyken

OCTOBER 5, 2021

Knowing that information can help you come up with implicit problem-solving mechanisms, knowledge base articles, and automatic routines that make sure the problems do not ever occur, to begin with. Quotes: “Customers today have an “I need it now” approach. How can AI predict customer behavior?

2005 80

2005 Customer Service Representative Customer Satisfaction Webinar 80

ShepHyken

APRIL 28, 2023

This week, we feature an article by Marcelle Santos, a copywriter at TextExpander , a software that helps individuals and teams communicate efficiently and consistently with their customers. She shares why customer standards matter and how your organization can meet them. Raise your customer service standards.

Customer Service 64

Customer Service Customer Service Representative Article Omnichannel 64

CSM Magazine

JANUARY 29, 2024

One company just released a report demonstrating how skill-based hiring technology improved the on-the-job performance of new customer service representatives. Start by Hiring for the Right Skills Within the world of new customer service representatives, there are both top and bottom performers.

Customer Service 52

Customer Service Customer Service Representative Social Media Call Center 52

TechSee

DECEMBER 3, 2019

They contain thousands of articles and to access the right one, an agent must answer Yes or No to dozens of questions related to product and issue symptoms. Even with intelligent NLP-powered search, contact center agents often find that the system returns too many articles, causing confusion and significant delays to the customer episode.

Contact Center 136

Contact Center Customer Service Representative Presentation Article 136

Happy or Not

OCTOBER 2, 2023

Looking for ways to help your organization achieve success, you’ll most likely stumble upon a very important question: “What do happy employees have to do with retaining customers?” While the impact of negative employees is clear, many managers are wondering if satisfied employees make happy customers. So let’s find out.

Customer Service Representative 36

Customer Service Representative Customer Satisfaction Competitive Advantage Employee Experience 36

ShepHyken

SEPTEMBER 16, 2020

I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience. Done right, it is what makes your company profitable.

Customer Service 167

Customer Service Customer Service Training Customer Service Representative Reference 167

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing. Shep Hyken.

Blog 83

Blog Customer Service Customer Service Representative Customer Service Training 83

ShepHyken

AUGUST 11, 2023

This week, we feature an article by Nandini Sharma, marketing manager at ProofHub. She writes about how to listen to your customers with the goal of connecting. I am not here to talk about childish stuff like, “Listen to your customers.” Because everyone is doing it.

Poor Customer Service 62

Poor Customer Service Customer Retention Customer Service Representative Connections 62

ShepHyken

JANUARY 13, 2023

This week, we feature an article by Kathleen White, an independent business analyst for several small businesses. She writes about letting your customers know that they are important to you and your business by making sure that they feel heard. Read Shep’s latest Forbes article: Today’s Customer Has A Need For Speed.

Feedback 72

Feedback Customer Satisfaction Customer Service Representative Metrics 72

CSM Magazine

OCTOBER 25, 2023

In customer service, employees are the face of the company and the effectiveness of the onboarding process cannot be overstated. This article outlines techniques and best practices for human resource (HR) managers to use to effectively onboard customer service employees.

Customer Service 52

Customer Service Workshop Customer Service Representative Document 52

InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth.

Contact Center 260

Contact Center Multi-Channel Net Promoter Score Metrics 260

Playvox

MAY 26, 2021

Are your customer service representatives (CSRs) cross-selling and upselling relevant products and services to your customers? If they aren’t, you’re missing out on a great opportunity to offer a better customer experience and generate extra revenue. ENJOYING THIS ARTICLE? Sign up for our newsletter.

Contact Center 92

Contact Center E Commerce Customer Service Representative Culture 92

CSM Magazine

SEPTEMBER 6, 2023

What makes clients so frustrated that they vent their anger at service representatives? In this article, let us look at three common factors behind client discontent. To make matters worse, clients can sometimes be more knowledgeable about the subject than the official customer service representatives.

Customer Care 98

Customer Care Call Center Customer Service Representative Customers 98

CSM Magazine

JUNE 16, 2023

Naturally, this works both ways, and being polite to any customer service representative is equally important, but the nature of the service is absolutely paramount. So, what is the way to drive business with happy reps?

Consumers 52

Consumers Customer Service Customer Service Representative Customer Retention 52

GetFeedback

JANUARY 21, 2020

Currently, many businesses are combining automated and human customer service reps. The chatbox vastly reducing the workload by dealing with the majority of simple and fast questions while the human customer service representative has time to effectively help customers with more complicated issues.

E Commerce 195

E Commerce E-support Entertainment Customer Service Representative 195

ShepHyken

MARCH 16, 2018

This week we feature an article by Marlene Caroseli who shares some great activities and questions to help customer service representatives improve their service and make the customers experience better. – Shep Hyken. Chip Bell is known for helping organizations create a customer-centric culture.

Blog 76

Blog Customer Service Representative Books Customer Centricity 76

Kayako

MAY 13, 2022

Benefits of Customer Self-Service Portals. The overall benefit of customer self-service portals are they help retain customers and increase loyalty while freeing up customer service representatives’ time for higher-level work. Content for the Customer Self-Service Portal.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

CSM Magazine

APRIL 19, 2023

By streamlining credit card processing, businesses can improve customer satisfaction while reducing operational costs. Utilize Technology Technology can be used to improve customer service in the credit card industry. As such, they must be well-trained and knowledgeable in order to provide excellent customer service.

Customer Service 52

Customer Service Customer Service Representative Loyalty Customer Satisfaction 52

ShepHyken

JANUARY 12, 2023

This week, we feature an article by Kathleen White, an independent business analyst for several small businesses. She writes about letting your customers know that they are important to you and your business by making sure that they feel heard. Read Shep’s latest Forbes article: Today’s Customer Has A Need For Speed

Feedback 53

Feedback Customer Satisfaction Customer Service Representative Metrics 53

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches.

Customer Success 70

Customer Success Customer Satisfaction Customer Service Representative Webinar 70

CSM Magazine

JULY 30, 2020

To ensure you get the best possible people for your customer service positions, here are five basic skills your customer service employees cannot be without. Good listeners typically make some of the best customer service employees because they are most likely to understand what a customer needs quickly and accurately.

Customer Service 59

Customer Service Customer Service Representative Communication Customers 59

Playvox

APRIL 11, 2023

Managers should make it clear how their team’s work impacts the customer journey and, ultimately, the long-term health of the company. Related Article: Top 10 Ways To Boost Contact Center Efficiency & Productivity 2. Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 3.

Contact Center 63

Contact Center Engagement Call Center Feedback 63

CSM Magazine

DECEMBER 13, 2023

As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported. This highlights a significant issue: neglecting customer service.

Customer Service 52

Customer Service Call Center Customer Satisfaction Poor Customer Service 52

CSM Magazine

MAY 18, 2022

If customers are trying to contact you, it is likely that something has gone wrong, so ensure that finding your contact details does not frustrate them further. Many people prefer to email a customer service representative, as they can clearly explain the situation and attach evidence, so make sure that this is an option that you offer.

Customer Service 105

Customer Service 2025 Customer Service Representative Document 105

Hallmark Business Connections

AUGUST 26, 2021

This article was originally published on Business 2 Community. Normally, the first full week in October provides a prime opportunity for companies across all industries to showcase their passion for customers and the employees who serve them. Recognizing Customer Service Week is more important than ever in our current climate.

Customer Service 77

Customer Service Customer Service Representative 2021 Events 77

CSM Magazine

APRIL 18, 2024

This enables companies to proactively engage with customers, address concerns, and gather valuable feedback in real-time. Training and Support for Human Agents LLMs can assist in training customer service representatives by providing them with information and answers to frequently asked questions.

Social Media 52

Social Media Customer Service Representative Interaction Customer Service 52

CSM Magazine

APRIL 17, 2024

The Benefits of Proactive Customer Service Reduced Ticket Volume When customer support teams anticipate potential problems and take initiative to solve them proactively, there is a significant decrease in the number of support tickets.

Customer Service 52

Customer Service Return on Investment Social Media Customer Service Representative 52

CSM Magazine

MARCH 31, 2022

Reducing customer effort is key to keeping your customers happy. In this article, we will discuss ten easy tips that you can use to reduce the amount of effort your customers have to put in. Use a Customer Portal. A customer portal is a great way to reduce customer effort. Automate Processes.

Customer Service Representative 52

Customer Service Representative Customer Relationship Management Airlines Hotels 52

Inbenta

FEBRUARY 15, 2021

Customer self-service is a solution or a set of solutions that enables web users to access information or even perform some simple tasks autonomously, without requiring the assistance of a customer service representative. The post What Self-Service Rate Can You Expect from Artificial Intelligence?

Net Promoter Score 99

Net Promoter Score Metrics Reference Customer Service Representative 99

Horizon CX

FEBRUARY 7, 2024

However, in the pursuit of automation and streamlining processes, there’s a risk of losing the human touch that is vital for delivering exceptional customer experiences (CX). In the context of CX, empathetic interactions are crucial for fostering emotional connections with customers.

2024 52

2024 Loyalty Customer Service Representative Interaction 52

CSM Magazine

JANUARY 8, 2024

For those inclined toward people interaction and seeking a sought-after career with specialization opportunities, we advise them to study the consumer services field. This article explores the definition of consumer services, the advantages and disadvantages of pursuing related jobs, and guidance on choosing it as a career path.

Consumers 52

Consumers Healthcare Social Media Exceptional Customer Service 52