ShepHyken

SEPTEMBER 7, 2016

Customer Opportunity. Just last week I wrote an article about companies that ask customers to repeat their problems, account numbers and more. For example, getting transferred from one customer service representative to the next and having to repeat the issue. So, the customer calls and they are upset.

Customer Service Representative 85

Customer Service Representative Customer Service Training Customers Article 85

ShepHyken

MARCH 14, 2018

You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” Since customer service has become a center of attention for most companies (even though some still don’t get it right), “That’s not my department” is being heard less and less.

Customer Service Training 110

Customer Service Training Customer Service Customers Article 110

ShepHyken

FEBRUARY 1, 2017

Keep in mind, this wasn’t a single unhappy customer complaining to a gate agent at the airport. Yet every cloud has a silver lining, and in this instance it’s a mini-case study on how to handle a customer service crisis. Urgency is key to restoring confidence. I’m sure there were long lines and hold times.

Airlines 96

Airlines Customer Service Customer Service Representative Customers 96