ShepHyken

FEBRUARY 20, 2024

Whether you take care of the issue yourself or pass it on to someone else, recognize that you play a very important role in the customer’s journey from experiencing a Moment of Misery™ to experiencing a Moment of Magic®. Time Well Spent Last year, I interviewed Aransas Savas on Amazing Business Radio. Connect with Shep on LinkedIn.

Metrics 154

Metrics Customer Service Workshop Measurement 154

Myra Golden

DECEMBER 19, 2017

She didn’t want to discuss things, and she certainly didn’t want to give the customer an in-store credit. Taking things personally often is a demonstration of your loyalty to the company and your insistence on things being fair and right. I can’t wait for Monday.” . Tim O’Laughlin, The Coca-Cola Company. “I

Customer Service Representative 45

Customer Service Representative Customer Service Workshop Customer Service Training 45

Myra Golden

OCTOBER 18, 2016

Trust me, your customers would rather hold for a few more seconds than have to make repeat calls to get their problems solved. Make sure you’re measuring what really matters to your customers. Fix what frustrates your customers . A company called me to deliver customer service training.

Customer Experience 61

Customer Experience Telecommunications Call Center Metrics 61

Myra Golden

OCTOBER 18, 2016

Trust me, your customers would rather hold for a few more seconds than have to make repeat calls to get their problems solved. Make sure you’re measuring what really matters to your customers. Fix what frustrates your customers . A company called me to deliver customer service training.

Customer Experience 61

Customer Experience Telecommunications Call Center Metrics 61

Michelli Experience

JANUARY 4, 2017

Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it.

Customer Experience 89

Customer Experience Customer Service Training Customers Customer Service 89

Myra Golden

AUGUST 29, 2016

If you solve the customer’s issue, but are rude or indifferent in the process, you can still negatively impact the relationship. Simply put, when you are polite and courteous, customers will experience more satisfaction and reward you with stronger loyalty. No Sense of Urgency. An Unwillingness to Apologize. Good point.

2006 49

2006 Customer Satisfaction Loyalty Customer Service Training 49

Myra Golden

AUGUST 29, 2016

If you solve the customer’s issue, but are rude or indifferent in the process, you can still negatively impact the relationship. Simply put, when you are polite and courteous, customers will experience more satisfaction and reward you with stronger loyalty. No Sense of Urgency. An Unwillingness to Apologize. Good point.

2006 49

2006 Customer Satisfaction Loyalty Customer Service Training 49