ShepHyken

OCTOBER 28, 2020

It may have been Tim Sanders in his revolutionary book, Love Is the Killer App , who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers. If you truly love your people, love your customers and love what you do, it shows. Some still are.

Culture 150

Culture Social Media Customer Service Training Customers 150

ShepHyken

SEPTEMBER 11, 2017

A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of? Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

2017 81

2017 Article Customer Service Customer Service Training 81

ShepHyken

DECEMBER 6, 2021

3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care? My Comment: I’ve been preaching for years (since my first book over 30 years ago) that customer service is not a department.

2021 67

2021 Article Customer Service 2022 67

ShepHyken

OCTOBER 17, 2018

Think about how big these brands are and how they have woven their way into our culture. You can’t answer with “Because we have great customer service.” Find out what makes you truly different, something that your customer cares about, and exploit it. Coming in third was Amazon. Follow on Twitter: @Hyken.

Social Media 121

Social Media Customer Care Customer Service Training Brands 121

ShepHyken

JANUARY 28, 2019

And, something I noticed… the technology space, which includes internet, cable and cellular, is no longer one of the top one or two worst service providers. While an excellent concept for customers, it is also appropriate for the colleagues you work with. They are trying!). The 14 Rules of History-Making Teams by Josh Linkner.

2019 96

2019 Article Social Media Customer Service 96

ShepHyken

DECEMBER 5, 2022

Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken. Fast Company) Creating a new culture centered around flexibility, learning, and career development is the cornerstone for creating an experience that truly drives loyalty and can ultimately make a positive impact on your bottom line.

Article 69

Article 2022 Customer Service Hospitality 69

ShepHyken

SEPTEMBER 18, 2019

Then, through training, give employees examples that show them how far they can go. It must be baked into the culture of an organization. Employees must be empowered to say yes whenever possible or to find creative solutions to make customers happy when the answer must be no. It’s an attitude and a culture.

Customer Service Training 131

Customer Service Training Document Culture Books 131

ShepHyken

MAY 28, 2018

He used the Ritz-Carlton story as just one interesting illustration of how an All About Them culture was an important part of Walker & Dunlop’s client service and its business. For the record, contacting brands on social media only to be passed off to someone else is not social customer service.

2018 77

2018 Article Customer Service Loyalty Programs 77

ShepHyken

MARCH 7, 2018

A talented receptionist is a friendly voice greeting customers who may have questions or concerns about the company, or perhaps a potential customer getting their first impression of the company’s service and culture. The receptionist plays a critical role for the company. Follow on Twitter: @Hyken.

Customer Service Representative 177

Customer Service Representative Banking Social Media Customer Service Training 177

ShepHyken

DECEMBER 20, 2018

But, how do you think a customer feels when we see the deal, then calls the company to ask for the same deal, and is told that it’s just for new customers? A successful customer experience strategy is a result of the company’s culture. Three C’s of Customer Service Success. Follow on Twitter: @Hyken.

Article 121

Article Customer Service 2018 Books 121

Magellan Solutions

MAY 3, 2022

To resolve this concern, many businesses opt to call center outsourcing — the process of subcontracting customer care services , sales/telemarketing functions , and market research to a service vendor. The patterns and needs of customers dictate the direction of the market. Enel Energia. Dominion Energy.

Call Center 81

Call Center Telecommunications Banking Financial 81

ShepHyken

SEPTEMBER 3, 2018

Three Revenue-Generating Rules for Creating a Client-Centric Culture of Service by Carrie Hansen. Wealth Management) Operations and service departments are frequently categorized as cost centers, but studies show that when delivered correctly, they can be drivers of revenue. Follow on Twitter: @Hyken.

Article 79

Article 2018 Customer Service Hospitality 79

ShepHyken

MAY 29, 2017

McKinsey & Company interviews Françoise Mercadal-Delasalles, head of corporate resources and innovation at France’s Société Générale about their internal service culture. When the customer experience starts at home by Sylvie Bardaune, Sébastien Lacroix, and Nicolas Maechler. For information contact or www.hyken.com.

2017 95

2017 Article Customer Service Airlines 95

ShepHyken

OCTOBER 31, 2016

(Help Scout) How can you tell if that smart and eager customer service candidate will be an engaged and productive team member? My Comment: Leadership defining the customer service vision may be the most important start to creating a customer-focused culture. For information contact or www.hyken.com.

2016 124

2016 Article Customer Service Hotels 124

ShepHyken

FEBRUARY 19, 2018

(The C Suite UK) It’s no secret that providing a quality customer experience (CX) is now – and has been for several years – an important factor for modern businesses. When Customer Service Automation Goes Off the Rails by Don Fluckinger. Then the article goes on to discuss the importance – and the benefit – of proper training.

2018 81

2018 Article Customer Service Social Media 81

ShepHyken

JULY 25, 2016

(Help Scout) If you’re starting, growing or working in a customer service team, we’ve collected the books we think are most worth your valuable time. Our friends at Help Scout shares a great list of 27 books on customer service, experience, culture and more that will help keep you at the top of your game.

2016 78

2016 Article Customer Service Books 78

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.

Customer Experience 114

Customer Experience Download Workshop Metrics 114

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. The biggest excuse?

Contact Center 62

Contact Center 2018 2019 Events 62

ShepHyken

AUGUST 10, 2016

I’m surprised at how some companies allow questionable employees to work in direct customer-facing jobs. One bad employee can lose a customer and bring down a company’s culture. They have policies that aren’t customer focused. Or any job for that matter. I hate it when an employee says, “That’s our policy.”

Airlines 86

Airlines Government Customer Service Training Brands 86

Magellan Solutions

MAY 6, 2020

To resolve this concern, many businesses opt to call center outsourcing — the process of subcontracting customer care services , sales/telemarketing functions , and market research to a service vendor. The patterns and needs of customers dictate the direction of the market. Enel Energia. Dominion Energy.

Call Center 52

Call Center Telecommunications Banking Financial 52

ShepHyken

DECEMBER 19, 2018

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. The post Do Your Customers Trust You This Much? Follow on Twitter: @Hyken.

Customer Service Training 119

Customer Service Training Reference Customers Books 119

ShepHyken

SEPTEMBER 5, 2016

However, this DMV in North Carolina is raising the customer service bar, not just for other DMV’s, but for any business. Talk about delivering customer amazement! Premium Customer Care from Premium Employees by Amanda Wilks. For information contact or www.hyken.com. Follow on Twitter: @Hyken .

2016 0

2016 Article Customer Service Hospitality 0

ShepHyken

NOVEMBER 14, 2018

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.

Touchpoint 116

Touchpoint Books Customer Service Training Customer Service 116

ShepHyken

JANUARY 2, 2019

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. The post A Doctor’s Prescription for Good Customer Service appeared first on Shep Hyken.

Customer Service 130

Customer Service Insurance Customer Focused Customer Service Training 130

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Customer Experience Metrics.

Customer Experience 90

Customer Experience ROI Metrics Net Promoter Score 90

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].

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

SEPTEMBER 12, 2018

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. The post Never Take Your Eyes Off the Customer appeared first on Shep Hyken.

Hospitality 130

Hospitality Customer Service Training Customers Customer Service 130

Storyminers

JULY 6, 2020

Dan doesn’t just talk about customer experience; his fast-paced, energetic presentation style creates an experience for the audience that they’ll surely remember. Dan is the author of the book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media , a host of the Experience This!

Customer Service 59

Customer Service Customer Experience Magazine Books 59

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

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 53

Customer Service Download Customer Service Training Customers 53

Storyminers

JULY 6, 2020

Dan doesn’t just talk about customer experience; his fast-paced, energetic presentation style creates an experience for the audience that they’ll surely remember. Dan is the author of the book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media , a host of the Experience This!

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ShepHyken

AUGUST 16, 2017

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 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 83

Customer Service Training Loyalty Information Customer Service 83

ShepHyken

FEBRUARY 28, 2018

Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go t o www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com.

Customer Service Training 97

Customer Service Training Events Customer Service Information 97

Stella Connect

JANUARY 25, 2018

Regardless of how your performance management program is structured, every coaching, QA, and customer service training session should advance the goal of creating brand, policy, and product experts (aka “brand superheroes” ) with the authority and confidence to resolve any customer issue.

2018 40

2018 Customer Service Contact Center Omnichannel 40

ShepHyken

AUGUST 31, 2016

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 or www.hyken.com. Follow on Twitter: @Hyken.

Insurance 90

Insurance Banking Customer Relationship Management Customer Service Training 90

SmartKarrot

FEBRUARY 15, 2022

Adam Toporek is a globally-recognized keynote speaker on customer experience. He is known for his ability to help firms reimagine their customer care. He is the owner of CTS Service Solutions, a customer experience firm that grew out of his blog ‘Customers That Stick.’ Here is the list for you – 1.

2022 10

2022 Customer Service Social Media Customer Centricity 10

Service Untitled

SEPTEMBER 22, 2010

Answer: What we do in training is make sure that our customer care professionals do several things and do them exceedingly well. Maybe a child is crying in the background or we hear a lot of noise in the background, and it is their job to make sure it is still a good time to speak with a customer.

Blog 41

Blog 2010 2006 Call Center 41