ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. Customer service in other cultures. Conclusion.

Customer Service Training 52

Customer Service Training Customer Service Seminar E-support 52

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Customer Service Contact Center Customers 40

CSM Magazine

NOVEMBER 1, 2018

Customer support is a critical interface with a huge impact on customer satisfaction and customer retention and, thereby, on business performance and profitability. Here are a few fundamental must-haves for any prospective online customer service training solution. Course management.

Customer Service Training 40

Customer Service Training Customer Service E-support Metrics 40

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

CSM Magazine

MARCH 31, 2020

Organizations depend on a happy customer base for sustainable growth and long-term success. Delivering the best possible customer service starts with establishing a culture that puts employees and customers first. Train your support team to view customer training like they would coaching.

Culture 52

Culture 2014 Customer Satisfaction Customer Success 52

ShepHyken

MARCH 8, 2021

16 Tips For Boosting Customer Satisfaction With Happier Employees by Forbes Coaches Council. Forbes) 16 members of Forbes Coaches Council shared their best tips for business owners to start improving customer satisfaction with happier employees. Happier employees will mean happier customers.

2021 141

2021 Article Customer Service Hospitality 141

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Jeff is truly obsessed with customer service. Follow on LinkedIn.

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Customer Service Contact Center 2022 Magazine 251

ShepHyken

DECEMBER 10, 2023

Developing Customer Success through a Culture of Trust by Gabrielle Lukianchuk (Fast Company) “Trust your gut”—a saying that most of us will be told in our lifetime, and indeed a mantra that many people still use to make even life-changing decisions. Connect with Shep on LinkedIn.

Article 62

Article Customer Service 2023 Contact Center 62

ShepHyken

OCTOBER 22, 2021

However, as the expectations of these consumers rise at speeds that outpace company improvements in this area, it becomes paramount that they satisfy the needs their loyal customer base may have, from product or service satisfaction up through social media connectivity. . Build Customer Experience into your Company Culture.

Customer Experience 147

Customer Experience Management Return on Investment Banking 147

ShepHyken

AUGUST 2, 2021

Three Surprising Facts About Customer Experience by Brad Cleveland. Forbes) Customer experience encompasses far more than your products, customer service, technologies, processes, and culture. But it’s also the latest, even seemingly insignificant interaction you had with a customer. by Syrow Editorial Team.

Article 95

Article 2021 Customer Service Hospitality 95

ShepHyken

SEPTEMBER 24, 2023

Decoding CSAT: What It is and How to Calculate Your Score by Dorcas Adisa (Sprout Social) In this article, we answer everything you need to know about customer satisfaction score (CSAT). My Comment: The CSAT score, or “Customer Satisfaction” score, is a popular assessment that many companies use.

Article 71

Article Customer Service 2023 Workshop 71

ShepHyken

AUGUST 6, 2023

There are twelve of them, and to get you interested in reading the article, let me share the last couple of sentences: “At the end of the day, without customers, your business would be nothing. Hence, use many of these tips and do more to maximize your customer satisfaction.” as of 2023 and minimum federal wage of $7.25

Article 62

Article 2023 Customer Service Magazine 62

ShepHyken

MARCH 21, 2022

Our customer service research supports the theme. 59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff. Follow on Twitter: @Hyken.

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2022 Article Customer Service Magazine 68

ShepHyken

FEBRUARY 6, 2019

My job is to talk to them about customer service. As part of my homework, Todd Hopkins, their CEO, shared the Office Pride Culture book. Total Customer Satisfaction. It was Tony Hsieh’s book that inspired Hopkins to write his own culture book, which is a great exercise for an organization to consider.

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Books Culture Customer Service Training Brand Values 112

ShepHyken

FEBRUARY 5, 2023

ACSI Federal Government Report 2022 by The American Customer Satisfaction Index (The American Customer Satisfaction Index) After four years of decline, citizen satisfaction with U.S. federal government services leaps from 63.4 on the American Customer Satisfaction Index’s (ACSI®) 100-point scale.

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2023 Article Customer Service Government 65

ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. Customer Service Skills You Need to Master by Alex Yumashev.

2019 109

2019 Article Customer Service Competitive Advantage 109

ShepHyken

FEBRUARY 5, 2023

ACSI Federal Government Report 2022 by The American Customer Satisfaction Index (The American Customer Satisfaction Index) After four years of decline, citizen satisfaction with U.S. federal government services leaps from 63.4 on the American Customer Satisfaction Index’s (ACSI®) 100-point scale.

2023 62

2023 Article Customer Service Government 62

Integrity Solutions

OCTOBER 27, 2021

After all, you can’t consistently deliver at such a high level- at every customer touch point- if only certain people are responsible for making sure it happens. In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused.

Customer Service 67

Customer Service Banking Customer Service Training Culture 67

ShepHyken

OCTOBER 26, 2020

Forrester) As B2B marketing leaders wrap up 2020 with a keen eye on customer satisfaction and revenue acceleration, they must start looking forward to make sure they are planning for the right strategic pivots and preparing to adopt and optimize new tactics. Focus on the human experience, the digital experience and the culture.

2020 90

2020 Article Customer Service Contact Center 90

ShepHyken

MAY 2, 2022

Britany’s definition for CXM is A system of strategies focused on boosting customer satisfaction and engagement.” Customer experience expert, Dan Gingiss, has done an excellent job of summarizing some of Jesse’s philosophy about how customer service and experience can deliver amazing results!

Article 71

Article 2022 Customer Service Social Media 71

ShepHyken

NOVEMBER 8, 2021

Impressed by the genius of Van Gogh, pretend you could hire him as your customer experience consultant. My Comment: It’s time for a little culture mixed in with some customer experience education, and these lessons come from the master painter, Vincent Van Gogh. What would Van Gogh recommend? Follow on Twitter: @Hyken.

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Article 2021 Customer Service Retail 93

Integrity Solutions

FEBRUARY 12, 2021

And if people aren’t clear on what’s expected of them, you won’t be able to build a sustainable culture that’s rooted integrity and customer service. Implementing A Customer Service Strategy. This is especially relevant where staff performance is constantly measured and rated by customers.

Customer Service Strategies 77

Customer Service Strategies Customer Service Document Customer Service Training 77

ShepHyken

APRIL 22, 2019

(Salesforce) Did you know many customer service departments are still in dinosaur mode? They face shifting demands from customers without the necessary tools, strategy, processes, and agents’ skills to meet them. My Comment: If you want the service culture in an organization to change, it must start at the top with leadership.

Article 78

Article 2019 Customer Service Competitive Advantage 78

ShepHyken

SEPTEMBER 18, 2017

Four Steps To Strengthen The Customer-Centric Culture In Your Company (And Improve Customer Service Along The Way!) by Paul Selby (CustomerThink) I offer some ways to inject customer service across the business and simultaneously raise the bar on customer service. This is how it’s done!

2017 82

2017 Article Customer Service Hospitality 82

ShepHyken

JANUARY 24, 2022

5 Ways to Ensure Customer Satisfaction in a Supply Chain Crisis by Staples Worklife Magazine. Learn how to ensure customer satisfaction despite supply chain disruptions. Done right, the customer will appreciate you more than if the problem never happened in the first place. Follow on Twitter: @Hyken.

2022 68

2022 Article Customer Service Magazine 68

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 82

2018 Article Customer Service Social Media 82

ShepHyken

OCTOBER 29, 2018

I’m a big fan of NPS (Net Promoter Score) to measure customer satisfaction. 20 Strategies for Creating a Seamless Customer Service Experience b y Alan Finlay. Customer satisfaction ratings are up, churn is down and employees are happier. My Comment: Data is worthless if you don’t do anything with it.

Net Promoter Score 106

Net Promoter Score Article Customer Service 2018 106

ProProfs Chat

JUNE 15, 2020

Sometimes, your customers’ activity on your social media pages won’t be enough for you to figure out their impressions or opinions to analyze them more profoundly. That’s why you should send customer satisfaction surveys after the support process comes to an end. . And that’s the essence of customer-oriented business. #7.

Social Media 105

Social Media E-support E Commerce Customer Satisfaction 105

Integrity Solutions

JULY 26, 2019

Considering all of this, it’s no surprise that call center managers are having trouble moving the needle on results related to customer satisfaction, retention and sales and yet can’t explain why. It takes both active listening and the right questioning mindset to develop a two-way conversation that creates true customer engagement.

Customer Engagement 66

Customer Engagement Engagement Contact Center Call Center 66

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 117

Customer Experience Download Workshop Metrics 117

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. Correlating Business and Customer Experience Metrics.

Customer Experience 94

Customer Experience ROI Metrics Net Promoter Score 94

Magellan Solutions

MARCH 24, 2020

Outsourcing also lets you partner with a call center with years of experience in providing quality customer service. With this, you can expect higher customer satisfaction ratings — enabling you to create stronger relationships with your target market. Choosing the Right Customer Support Provider is Key.

Customer Service 40

Customer Service Call Center Telecommunications Banking 40

Stella Connect

FEBRUARY 20, 2018

We recently asked Petra Wise, Director of Customer Service for ezCater, to explain how the company has convinced so many of its agents to stay. ezCater customer service agents watching the positive feedback flow in from customers through Stella Connect. Focus #1: Build a Culture of Service.

Contact Center 40

Contact Center Culture Connections Customer Service Training 40

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). She is now Chief Customer Officer at ClearAction Continuum.

2020 132

2020 Customer Experience Magazine Consulting 132

ProProfs Chat

MAY 21, 2020

Discuss the Work-Culture & What Candidates Can Expect. Create a Customer Service Job Description Template in Three Simple Steps. Constant communication with colleagues from various departments to offer efficient customer service. Providing feedback on customer service efficiency process.

Customer Service Representative 111

Customer Service Representative Customer Service Communication Leadership 111

Storyminers

JULY 6, 2020

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. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service. Jeremy Watkin.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Magellan Solutions

MAY 3, 2022

The Japanese multinational conglomerate holding company SoftBank had also engaged in outsourcing its customer service and telemarketing sales operations. The company, through its subsidiary Softbank BB, aimed to improve the level of customer satisfaction, strengthen information security, and improve efficiency.

Call Center 81

Call Center Telecommunications Banking Financial 81