ShepHyken

APRIL 25, 2018

For those that haven’t been following, the five-steps are: 1) Acknowledge the problem and thank the customer for bringing it to your attention. And, they didn’t get there by disappointing their customers. On the contrary, they are very customer-focused, and this story is a perfect example. Well done Mr. Panera Manager!).

Customer Confidence 64

Customer Confidence Customer Service Training Customer Service Customer Focused 64

ShepHyken

OCTOBER 10, 2018

We did this every week, and every week the manager and servers were happy to see us. 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.

Customer Service Training 121

Customer Service Training Loyalty Article Information 121

ShepHyken

OCTOBER 5, 2016

As we were setting up for the presentation, the banquet manager from the hotel asked my client if we would like the overhead lighting to have blue and orange accents. With a resounding yes from my client, the banquet manager asked the A/V people to change the color of the lights, which were controlled by a computer program.

Hotels 133

Hotels Customer Service Training Leadership Customer Service 133

ShepHyken

SEPTEMBER 27, 2017

The guy just didn’t want to get them, when a customer needed them. I didn’t want to make a scene over this, but I thought I’d mention something to the manager. I’m sure that any executive of this brand would cringe at the response the manager gave me… “I really shouldn’t expect the same service or quality I’m accustomed to…” Really?!

Brands 86

Brands Customer Service Training Online Experience Customer Service 86

ShepHyken

JULY 19, 2017

It turned out that the anti-shoplifting desk was costing dramatically more to manage and staff than the cost of the merchandise they were losing to dishonest customers. And even worse than that, it was also insulting their honest customers. This is an example of punishing all the customers for the sins of a few.

2017 110

2017 Customer Service Training Customers Customer Service 110

ShepHyken

SEPTEMBER 7, 2018

Accept that you may be reviewed by the customer. If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI.

Blog 82

Blog Demo 2018 Reference 82

ShepHyken

JUNE 28, 2017

Jason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service. His bold move was to tell the audience, which consisted of the ownership and management of the Volkswagen dealerships throughout the country, that everyone should think small.

Customer Service Training 100

Customer Service Training Customer Service Interaction Customer Experience 100

ShepHyken

JULY 13, 2016

She knew she’d been caught in a lie, and decided to get her manager. Well, the manager was very pleasant. 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.

Customer Service Training 90

Customer Service Training Customers Customer Service Information 90

ShepHyken

MARCH 14, 2018

Customers hate to be told they’re wrong. “I Customers don’t care whose fault it is, they just want someone to help. I’ll get the manager, but he’ll tell you the same thing.” What, too busy to take care of your customer? I wasn’t here when that happened. It’s not my fault.” Why don’t we wait and see?

Customer Service Training 111

Customer Service Training Customer Service Customers Article 111

ShepHyken

MAY 2, 2018

I had a chance to talk to the hotel manager about what happened. Too many times I’ve asked a customer support rep a question and didn’t like the answer. Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. He was horrified at what I experienced.

Hotels 89

Hotels Customer Service Training Customer Service Information 89

Middlesex Consulting

DECEMBER 27, 2015

Staff need to have the knowledge and language that gives their customers confidence that they understand their needs and can provide robust solutions. Building this capability can drive revenue and improve margins through improved customer perception. Then there are the sales specialists who are good at managing relationships.

Culture 60

Culture Technology Brands Brand Values 60

Grade.us

JULY 25, 2017

You won’t eliminate customer pain if… You’re missing an online review strategy. That’s because the details B2B customers focus their attention on aren’t necessarily the most important. Believe it or not, customers want the same basic things from you (most of the time). 1. Trust. How do I know?

B2B 39

B2B Customer Confidence Blog Download 39

ClientSuccess

OCTOBER 16, 2017

As any Customer Success Manager (CSM) can attest to, customer success is not merely the work of a single person or even a single department. Ensuring customers see success and thrive with a B2B product takes the work and input of an entire organization, from the CEO down to the last intern.

Culture 41

Culture Customer Success Customer Centricity B2B 41