ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing.

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Blog Customer Service Customer Service Representative Customer Service Training 83

ShepHyken

SEPTEMBER 30, 2020

If you have been following my work, you know my belief is that customer service is not a department—it’s a philosophy that is part of an organization’s culture and is everyone’s responsibility. Every employee has an impact on the customer service and the customer experience an organization provides.

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Customer Service Poor Customer Service Customer Service Representative Customers 127

CSM Magazine

DECEMBER 29, 2022

Business banking encompasses many services, including business loans , lines of credit, processing payments, foreign business exchange and making investments to help business owners manage their finances. Keep your promises – if you say you’ll call a customer back, make sure you do so in a timely manner.

Banking 52

Banking Customer Service Customer Service Training Customer Service Representative 52

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: We start this week’s Top Five roundup with an interview with customer culture expert Jeff Toister. The gold in the article is his simple three-step approach to building a customer-focused culture.

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Article Customer Service 2023 Customer Service Training 62

ShepHyken

APRIL 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. To Provide the Best Customer Experience, Be Proactive by Frank Konkel. NextGov) “Be where your customers are” and other helpful tips from customer experience professionals.

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Article 2019 Customer Service Hotels 104

CSM Magazine

MARCH 31, 2022

How are voicebots changing the customer experience? The customer service industry is one of the first to adopt voicebot technology. This is because voicebots can help improve customer service in a number of ways: They can provide quick and easy access to information. Collect customer information.

Customer Service 52

Customer Service Contact Center Customer Service Representative Technology 52

Myra Golden

FEBRUARY 21, 2017

Before all of my onsite customer service training workshops, I like to listen to a random sample of calls between employees and customers. This call review helps me to know exactly where to focus in my training. If you’re ready to take your customer experience to the next level, check out my eLearning.

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Customer Service Training Workshop Hotels Customer Service Representative 64

ShepHyken

APRIL 12, 2017

Once the customer service representative came on the call, Cindy briefly described the problem. 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.

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Banking Customer Service Representative Customer Confidence Customer Service Training 100

Myra Golden

AUGUST 25, 2016

Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion. Yes, that is exactly the goal of empathy in the customer experience.

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Customer Service Customer Service Representative Connections Customers 63

Myra Golden

AUGUST 25, 2016

Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion. Yes, that is exactly the goal of empathy in the customer experience.

Customer Service 63

Customer Service Customer Service Representative Connections Customers 63

Ecrion

JULY 14, 2020

One employee may be more skilled at calming angry customers down, while another excels at finding solutions to obscure problems. So why do companies use a one-size-fits-all approach to training these employees? As we move into the future, customer service training will become more personalized.

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Communication Technology Customer Service Social Media 92

Magellan Solutions

SEPTEMBER 6, 2018

Another reason why investing in excellent billing services is important is because it allows you to integrate it into your customer experience strategy — one of the crucial elements in keeping and gaining customers. To achieve this, agents need to know the ins and outs of the service your business offers.

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Customer Service Representative Financial Advertising Customer Service Training 65

ViiBE Blog

APRIL 19, 2021

So how should you elaborate a service recovery strategy? Take some first steps to intervene by creating a service recovery strategy: Assemble your customer service representatives with their managers. Distribute a survey to customer-facing employees and accumulate data on common issues they encounter daily.

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Healthcare Hospitality Customer Service Representative 2017 52

ProProfs Chat

MAY 1, 2020

You need to take into account their expectations, needs, and final feedback for your services to create an excellent customer service training program. To create an awesome training program, you can use an online customer service training software that: Engages customer service operators till the end.

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Customer Service Training Customer Service E-support Customers 85

Talkdesk

JULY 20, 2016

Customer service has become the key differentiator between modern businesses. In today’s consumer landscape, companies can’t afford to provide anything less than stellar customer experiences. In the race to the top, many companies make mistakes in their provision of customer service.

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Customer Service 2011 Call Center Customer Centricity 40

ShepHyken

AUGUST 31, 2016

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. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

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Insurance Banking Customer Relationship Management Customer Service Training 90

ViiBE Blog

APRIL 15, 2021

Co-browsing is a recent technology that allows a customer visiting a web page to share their screen in real time with a customer service representative. Co-browsing allows the representative to follow along with the customer as they navigate the website. How to improve the customer experience?

E Commerce 52

E Commerce E-support Contact Center Customer Service Representative 52

ShepHyken

JULY 9, 2018

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Terrible, Horrible, No Good, Very Bad Customer Experience by Deb Miller. My Comment: Want to deliver bad customer service? Want to deliver good customer service?

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Article 2018 Poor Customer Service Customer Service 85

ShepHyken

AUGUST 22, 2022

Each week I read many customer service and customer experience articles from various resources. How CMOs Can Master Their New Job: Leading Customer Experience by Chris Johnson. CMSWire) Great news, CMOs: customer experience (CX) is the future … and if you aren’t already, you’re going to be in charge of it.

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2022 Article Customer Service Hospitality 14

ShepHyken

FEBRUARY 4, 2019

Each week I read a number of customer service and customer experience articles from various resources. Why Customer Experience Matters for B2B by Suketu Gandhi, Alanna Klassen Jamjoum, and Conrad Heider. My Comment: So many customer experience strategies (CX) seem to focused on B2C.

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2019 Article Customer Service B2B 87