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. And don’t think customers won’t notice.
ShepHyken
SEPTEMBER 22, 2021
Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out.
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ShepHyken
SEPTEMBER 14, 2022
A bad culture is the problem. The culture of any organization is defined by leadership. Leaders must work on the culture they want employees and customers to experience. It all comes down to the person at the top of the organization deciding to create a culture that drives a positive service experience.
Peter Lavers
FEBRUARY 27, 2018
Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront.
ShepHyken
NOVEMBER 1, 2017
So, I took a few minutes to talk to several people about how they were trained. I asked them what kind of customer service training they received from the companies they worked for. She delivered great service, however, her fellow employees didn’t seem to operate at her level. The retail salesperson was sharp.
ShepHyken
APRIL 10, 2019
As part of his onboarding process, Bob was put through customer service training. He learned about how to treat the company’s customers with dignity and respect. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. So, we’ll just refer to him as Bob.
Magellan Solutions
MAY 25, 2018
To keep the customers satisfied, you must first create a great corporate culture. And finally, to ensure a meaningful customer engagement, you must first teach and expose your employees the ins and outs of customer service. Start with the basics — customer service training. How would you this?
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