ShepHyken

DECEMBER 28, 2022

It shows you respect and appreciate your customers. . If you know there’s a problem, let the customer know before they call you. Any form of proactive communication is always appreciated. . Customers love working with empowered employees. . Be customer focused. Say please and thank you. Be proactive.

2023 130

2023 Fashion Customer Service Training Reference 130

ShepHyken

MARCH 10, 2021

We were discussing how important it is to “bake” customer service into the culture. It’s leadership’s job to define the customer service vision, ensure it’s communicated, and be the role models demonstrating how customers and employees are to be treated. Follow on Twitter: @Hyken.

Culture 152

Culture Hotels Customer Service Training Definition 152

ShepHyken

MARCH 2, 2022

Keep the customer updated with ongoing messages as needed. . Customers want and expect you to be proactive with your communication, especially if something is wrong. Never being late is the goal, and always keeping the customer informed is required. . Be realistic. You don’t want to have to do this again. .

Customer Service Training 143

Customer Service Training Communication Information Customer Service 143

ShepHyken

JANUARY 31, 2023

Looking back, I did what most good people – or companies – would do for their customers. I was proactive with my communication. That’s what gets customers to say, “I’ll be back!” Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. And I met deadlines.

Customer Service 139

Customer Service Hotels Customer Service Training Reference 139

ShepHyken

OCTOBER 13, 2021

In this article, we can say that three secrets to creating and sustaining customer loyalty are communication, communication, communication. The way you communicate, what you communicate, and how often you communicate can create the experience that gives a customer the confidence to continue doing business with you. .

Loyalty 104

Loyalty Social Media Communication Customer Service Training 104

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. Related: How to Improve Customer Service Training with Simple Metrics. Communicate.

2020 250

2020 Net Promoter Score ROI Metrics 250

ShepHyken

OCTOBER 20, 2021

We used to write letters that we addressed, stamped, and mailed, and while we still do, emails have taken over as the main method for most “written” communication. . And for some, texting has taken over as the main form of communication, including the phone. . Old school” ideas may have more relevance than you think. .

Fashion 151

Fashion Customer Service Training Technology Customer Service 151

ShepHyken

SEPTEMBER 29, 2022

We have helped the client create a customer experience vision and define five behaviors everyone must exhibit to bring the vision to life. Communication is one reason that their vision is coming to life. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Service Training 125

Customer Service Training Customer Service Feedback Communication 125

ShepHyken

NOVEMBER 2, 2022

If every time you contact the customer, be it in person, over the phone, by email, texting, or any other form of communication, and all you do is sell, sell, sell, the customer will tune you out. If you are showing interest in customers outside of their wallets, you’re nurturing relationships. Follow on Twitter: @Hyken.

Customer Service Training 128

Customer Service Training Customer Retention Customers Sales 128

ShepHyken

SEPTEMBER 8, 2021

I’ve encountered front-line employees in customer support and sales positions who should never have been put on the front line. As knowledgeable as they might be, they are rude and have a communication style that often comes off as disrespectful. . Follow on Twitter: @Hyken. Copyright © MMXXI, Shep Hyken).

Books 163

Books Social Media Customer Service Training Reference 163

ShepHyken

JANUARY 11, 2023

Mitel provides a sophisticated, custom communications network that helps businesses connect, collaborate and take care of customers. The big takeaway is that the employee experience is a big contributor to the customer experience. Do we invest in technology and processes that make it easy for employees? .

Employee Experience 128

Employee Experience Customer Experience Call Center Customer Service Training 128

ShepHyken

SEPTEMBER 1, 2021

You may not compete with Amazon, but Amazon is molding your customers’ perceptions about what goes into good service and a positive customer experience. It offers convenience, communication, delivery, customer support and more. Unconsciously, your customers already are. Follow on Twitter: @Hyken.

B2B 142

B2B Healthcare Customer Service Training Retail 142

ShepHyken

JUNE 29, 2022

Define your version of what would make you a great doctor , communicate it to your people, train them to deliver on it, and watch your customers’ reactions. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. They will reward you by saying, “I’ll be back!” .

Reference 128

Reference Customer Service Training Definition Retail 128

ShepHyken

MAY 18, 2022

Sometimes a customer asks a question, and then either doesn’t understand or like the answer. And sometimes, it’s more than just a misunderstanding or a breakdown in communication. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken .

Workshop 120

Workshop Customer Service Training Customer Service Presentation 120

ShepHyken

MARCH 17, 2021

It could be anything, even a check-in call to give the customer an update. Customers love communication. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. The post How to Care More About the Customer Than the Sale appeared first on Shep Hyken.

Sales 172

Sales Customer Service Training Customers Loyalty 172

ShepHyken

APRIL 21, 2021

First, decide what your minimum acceptable standards are for responding to calls, emails, and any other type of communication from your customers. One that would impress your customers. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Insurance 153

Insurance Presentation Customer Service Training Customers 153

ShepHyken

NOVEMBER 25, 2020

Excellent Training: As good as the people are, without the right training, they are not able to fulfill their potential role in providing amazing customer service. Good Communication: I’ve always said that communication is the cornerstone of creating a Moment of Magic® (a positive customer experience).

Customer Service 143

Customer Service Leadership Customer Service Training 2020 143

ShepHyken

JANUARY 27, 2021

I’d like to broaden the topic to anyone dealing with someone else’s problem or question, be it a customer or another person inside the organization, also known as an inside customer. More than ever, our customers need to feel a connection. Good communications skills , which includes listening and also ties back to empathy.

Customer Service Training 138

Customer Service Training Customer Service Information Connections 138

ShepHyken

APRIL 18, 2023

Even if you’re selling a big machine to a factory, there are still expectations that are shaped by retail experiences with customer-focused companies like Amazon. Amazon’s frequent email communications give you confidence that the order has gone through, is out for delivery with tracking information available, and that it has arrived.

Reference 64

Reference B2C Workshop Customer Service Training 64

ShepHyken

DECEMBER 16, 2020

That’s proactive communication. Customers love to be informed. So, those are three lessons: practicing proactive communication, doing what you say you will do and focusing on the relationship with a little extra time rather than rushing through the experience. Heidi was VERY happy and LOVED doing business with them.

Customer Service 149

Customer Service Customer Service Training Customers Communication 149

ShepHyken

APRIL 27, 2022

If my speaker is supposed to be a strong communicator but can’t send a letter without typos and grammatical errors, what am I supposed to do?” . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. I thanked him for bringing this to my attention.

Books 67

Books Customer Service Training Demo Customer Focused 67

ShepHyken

JANUARY 12, 2022

This was about different ways customers could communicate with you. The problem is that while multi-channel gives you options to choose your favorite method of communication if you switch from one channel to the next, you typically have to start the conversation over. . First, let’s talk about the basic definition.

Omnichannel 79

Omnichannel Multi-Channel Definition Social Media 79

ShepHyken

JANUARY 6, 2021

As sophisticated CRMs (Customer Relationship Management systems) and AI integrate, the data that is generated will help companies create a more personalized experience. Customers enjoy feeling connected—when companies know who they are—even if it’s at a digital level. Chatbots will do more than just communicate with customers.

2021 169

2021 Customer Relationship Management Customer Service Training 2020 169

ShepHyken

OCTOBER 25, 2021

My Comment: As the title states, here is a list of 27 tools that could help you deliver a better customer service experience. You’ll find everything from software solutions to communication apps to customer support books and more. 10 Customer Service Quotes to Inspire Your Team by Sage Johnson.

Article 144

Article 2021 Customer Service 2026 144

ShepHyken

JANUARY 26, 2022

You must analyze it, use it, make changes with it, and once you have done that, you should communicate with your customers that because of them, change is happening. You must let your customers know you are listening to them! .

Rewards Programs 123

Rewards Programs Airlines Hotels Feedback 123

ShepHyken

MAY 27, 2020

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 128

Customer Service Training Customer Service Information Customer Expectations 128

ShepHyken

OCTOBER 18, 2017

This doesn’t happen if you’re trying to rush a customer off the call. Customers will call for help and support – and even to complain. In other words, validate the reason a customer chose to do business with the company in the first place. And, this is when the company gets to prove itself. Follow on Twitter: @Hyken.

Customer Service 158

Customer Service Metrics Interaction Customers 158

ShepHyken

DECEMBER 17, 2023

As the customer journey continues to evolve into something more dynamic and diverse, it’s imperative to think about ways of optimising your (hopefully) amorous customer relationships through your business communications. My Comment: The title is a question that I’m often asked. This article delivers the answer and much more.

Article 59

Article Customer Service 2023 Customer Centricity 59

ShepHyken

DECEMBER 7, 2020

Titled “The NOW of Work,” the ebook focuses on what’s new in technology, employee communication and motivation, and more. Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Article 145

Article 2020 Customer Service Loyalty Programs 145

ShepHyken

MAY 31, 2021

And, now there are two more experiences that are changing expectations: M-Commerce (where M stands for mobile) is driving the need for multiple channels of communication, and S-Commerce (where S stands for social) is focused on social media platforms as a way to attract customers to a brand’s site. Follow on Twitter: @Hyken.

Article 130

Article E Commerce 2021 Customer Service 130

ShepHyken

OCTOBER 12, 2016

How many times does the customer miss an important message when it gets mixed into the clutter? It’s any method of communication, which includes text messages and social channels like Facebook, Twitter and others. Do you have a low readership or open rate on your communications? And, it’s not just email.

Books 133

Books Social Media Communication Customer Service Training 133

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. A “good communicator” and “good people skills” are obviously skills. Skills are obvious. That’s a skill.

Customer Service 92

Customer Service Workshop Customer Focused Customer Service Training 92

ShepHyken

MAY 25, 2022

It’s just laying the foundation of what’s appropriate and what’s not, then occasionally reminding people about it, just to make sure the training sticks. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. The post Is It Okay to Call a Customer or Employee Honey??

Customer Service Training 67

Customer Service Training Reference Customers Customer Service 67

ShepHyken

NOVEMBER 22, 2021

15 Tips For Improving Your Customer Experience Strategy by Forbes Communications Council. Forbes) If you’re seeking to better understand how your customers feel and think about your business so that you can improve how they experience it, see the expert tips below. The Secret to a Superb Customer Service Team?

2021 83

2021 Article Customer Service E Commerce 83

ShepHyken

AUGUST 2, 2021

Customers love communication. While this article focuses on messaging in the hospitality industry, there are ideas that can cross into almost every industry. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Article 91

Article 2021 Customer Service Hospitality 91

TechSee

JUNE 16, 2022

Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ShepHyken

JUNE 28, 2021

And, while you are there, be sure to click on the link that takes you to the article he shared last month, which is a list of the five things you should never say to a customer. Communicating CX: 12 Tips for Talking About Customer Experience by Jeannie Walters, CCXP. Here you will find more experts to learn from.

2021 142

2021 Article Customer Service Government 142