Service Untitled

APRIL 8, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Help customer focus with the right attitude Cheryl April 08, 2010 Behind the Scenes , Employees , Hiring & Training 1 Comment There are a number of factors that significantly affect how well a customer service representative is able to identify and help customers.

Customer Focused 41

Customer Focused Blog Customer Service Representative 2010 41

CSM Magazine

JANUARY 30, 2024

They’ve earned accolades for their round-the-clock customer support, effortless return processes, and a corporate culture that values going above and beyond to delight customers. Laura Reynolds and Mark Anderson offer compelling viewpoints that highlight the evolving landscape of customer-centric practices.

Customer Centricity 111

Customer Centricity E Commerce Exceptional Customer Service E-support 111

Experience Investigators by 360Connext

MAY 16, 2023

This proactive, customer-focused approach made me a loyal customer. Sometimes proactive problem-solving is simply communicating directly with the customer. Related: Reassurance: Proactively Building Customer Trust 5. This very thing happened with our local pharmacy and they offered choices.

Airlines 143

Airlines Feedback 2023 Customer Service Representative 143

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.

Banking 98

Banking Customer Service Representative Customer Confidence Customer Service Training 98

Beyond Philosophy

DECEMBER 11, 2014

In the final of our series of nine posts about the parts of your organization that affect Customer Centricity, we have the Top Ten Mistakes Cultures Make with Customer Experience : Senior management and back office employees are not spending time with Customers. This revealed how they thought of Customers.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

Retently

FEBRUARY 9, 2024

Hence, among the main areas for measuring satisfaction with customer service representatives are hold times, problem resolution effectiveness, and both knowledgeability and attitude of customer service representatives. Customer Feedback Questionnaires: Ease-of-Use and Accessibility Questions 5.

Feedback 113

Feedback Net Promoter Score Customer Satisfaction Loyalty 113

SurveyGizmo

FEBRUARY 18, 2020

Customer-focused organizations often measure their success by their Net Promoter Score (NPS). Some may use Customer Satisfaction (CSAT) ratings, some might use Customer Effort Score (CES), but they are all measuring their customer’s happiness in doing business with them.

NPS 78

NPS Customer Satisfaction Net Promoter Score Effort Score 78

ShepHyken

MARCH 18, 2020

A customer service representative answers the phone and hears about a problem a customer is having. It occurred before the customer called. The big question is… how long before the customer called did the problem occur? The phone rings. Maybe it happened two minutes ago—or maybe it was two days ago.

Customer Service Training 102

Customer Service Training Customer Service Representative Contact Center Customer Service 102

Tricia Morris

JULY 23, 2015

In the new 2015 State of Multichannel Customer Service Report , 98% of U.S. consumers say customer service is important in their choice of and/or loyalty to brands. Read more about the app here.).

Innovation 105

Innovation Customer Service 2015 Customer Service Representative 105

ShepHyken

APRIL 8, 2019

From simply providing poor customer service to one of the all-time worst excuses you can give a customer, you’ll find something you’ve probably experienced yourself at another business – that hopefully your customers never experienced at your business. But perhaps the most enticing news of all?

Article 101

Article 2019 Customer Service Hotels 101

Tricia Morris

JUNE 26, 2015

In the Agent Apathy: The Root Cause of Poor Customer Service report, 71% of respondents recognized difficulties with their system and inefficiency of their tools as the top contributor to agent apathy and stress. Hiring more or new customer service representatives isn’t always the right answer to poor customer satisfaction rating.

Customer Service 104

Customer Service Poor Customer Service Net Promoter Score Customer Service Representative 104

Tricia Morris

SEPTEMBER 4, 2015

Historically and for the most part still today, customer service agents are paid a relatively low amount to be the face of a brand or organization when customers have questions or issues surrounding an organization, its products or services.

White Paper 85

White Paper Engagement Customer Service 2015 85

ShepHyken

FEBRUARY 19, 2023

The gold in the article is his simple three-step approach to building a customer-focused culture. The Six Degrees of Customer Experience by Computerworld (Computerworld) How do you create an outstanding customer experience? It’s no easy task, as customers’ wants and needs move quickly.

Article 62

Article Customer Service 2023 Customer Service Training 62

ShepHyken

MARCH 18, 2020

A customer service representative answers the phone and hears about a problem a customer is having. It occurred before the customer called. The big question is… how long before the customer called did the problem occur? The phone rings. Maybe it happened two minutes ago—or maybe it was two days ago.

Customer Service Training 71

Customer Service Training Customer Service Representative Contact Center Customer Service 71

CSM Magazine

APRIL 28, 2016

I actually had one customer service representative repeat that phrase so many times that I asked them not to say it anymore. What they appear to be doing is regurgitating the responses they learned in their customer service training classes or what’s printed on a piece of paper. They aren’t really sorry.

Customer Service 65

Customer Service Customer Service Representative Leadership Customer Service Training 65

Tricia Morris

DECEMBER 11, 2015

He’s learned and trained his way to the top, and believes that each customer, no matter how angry they may seem, has good in them and can be helped. Most importantly, he believes in the power of the force, which in the case of customer service, is a strong customer-focused culture.

Customer Service 50

Customer Service Culture Customer Focused Customer Service Representative 50

Talkdesk

AUGUST 30, 2015

Sometimes figuring out how to provide the right support to your customers can feel like trying to hold on to a bucking bronco. Here are a few insights we’ve wrangled this week to help inform your company’s customer service decisions. Your Customer-Focused Culture - Time to Renovate and Retrofit.

Call Center 65

Call Center 2015 Customer Service Representative Culture 65

SurveySparrow

JUNE 22, 2023

Zappos Sector: Retail Zappos, an online shoe and clothing retailer, has built its brand on a foundation of exceptional customer service. Zappos provides 24/7 customer support and a 365-day return policy, setting a high standard for customer service in the retail industry.

Customer Journey Mapping 52

Customer Journey Mapping Customer Experience E Commerce E-support 52

Comm100

FEBRUARY 6, 2023

This will enable you to track the customer journey and behaviour more efficiently. It also allows you to create a more customer-focused experience. You can proactively engage with customers by soliciting feedback, sending timely messages, and starting meaningful conversations.

Financial 80

Financial 2023 Blog Customer Experience 80

Wootric

SEPTEMBER 2, 2020

This means, regardless of their role in your organization, every employee should be thinking about the customer experience and how they can improve this experience as part of their daily duties. Make “Customer-Focus” a Pre-Hire Priority. This organization-wide, customer-centric mindset should start before an employee is hired.

Net Promoter Score 59

Net Promoter Score Customer Centricity Reference Roadmap 59

ShepHyken

MARCH 31, 2023

He shares the challenges that customer service representatives face and how companies can overcome them. Good customer service is something we cherish. Think back to your latest amazing customer service experience. Maybe the rep gave you a refund without questions or quickly solved a technical issue.

Customer Service 67

Customer Service Customers Interaction Customer Service Representative 67

ShepHyken

SEPTEMBER 7, 2016

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

Customer Service Representative 85

Customer Service Representative Customer Service Training Customers Article 85

Kustomer

JULY 28, 2022

Staff training: The shift to a customer experience-first culture starts from the top down. Successful customer support is only fully beneficial when the entire brand stands behind this idea, which is why teams in every area, not only customer service representatives, need to be trained with a customer-centric mindset.

Customer Experience 105

Customer Experience E Commerce E-support Social Media 105

Service Untitled

SEPTEMBER 21, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Employing company vision in customer service training Cheryl September 21, 2010 Culture , Customer Satisfaction , Customer Service , Hiring & Training 1 Comment Every company needs a motivational vision; what you want your company to ultimately become.

Blog 47

Blog Customer Service Representative 2010 Customer Service Training 47

SurveySensum

JUNE 19, 2023

Implement omnichannel support which will help you to offer support to your customers across multiple channels like messages, emails, social media, etc. Invest in training your customer service representatives. Provide them with the necessary knowledge and tools to handle customers’ issues independently.

Customer Satisfaction 52

Customer Satisfaction Customer Centricity Net Promoter Score Social Media 52

Clarabridge

MAY 10, 2018

After analyzing what types of questions customers take to the chatbot and when they’d like to speak to an agent, you’re better equipped to develop experiences that lead to faster resolution and happier customers. From Customer-Focused to Customer-Led at USA TODAY. Transforming Business Across the Globe.

2008 40

2008 2018 Hotels Customer Service Representative 40

CX Journey

JULY 29, 2014

Customer service is a major painpoint. Wait time to talk to a customer service representative or to get a response to an email inquiry is painfully long, if they answer at all. Or act - on customer feedback. They don''t try to really get to know their customers. What they have isn''t good enough.

Customer Centricity 71

Customer Centricity Customer Service Representative Customer Relationships Connections 71

LiveChat

NOVEMBER 16, 2018

From becoming “friends” with customers via social media to getting inside their pockets via smartphone apps to offering customer support 24 x 7 x 365, businesses have pulled no stops at pleasing the customer in the race for market domination. However, research paints a very different picture of customer expectations.

Poor Customer Service 45

Poor Customer Service White Paper Call Center Customer Service Representative 45

Tricia Morris

JULY 13, 2015

Their same research notes that the best customer-focused and -facing innovation is derived at the intersection of “technological feasibility, customer desirability and business viability.” where the product or service benefits all sides. Design with the customer in mind to achieve greater self-service satisfaction.

2015 94

2015 Download Innovation Social Media 94

Service Untitled

OCTOBER 12, 2010

Start from the beginning, and take it through the question period, the emotional aspect of the hurried customer, and what to say and how to say it. Meet the needs and calm the angry customer. Help your customer service staff to help your business succeed I was pulling into my office this morning when I.

Blog 41

Blog 2010 Customer Service Representative 2006 41

Service Untitled

NOVEMBER 4, 2010

Some companies have consistently provided exemplary customer service, and obviously it’s hard to replicate because those experiences and attitudes are what makes these organizations stand out from the crowd. I think so! photo credit: U.S. Embassy, Manila Philippines.

Customer Service 51

Customer Service Customer Service Representative Presentation Customer Satisfaction 51

ShepHyken

MARCH 14, 2018

Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go t o www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com.

Customer Service Training 109

Customer Service Training Customer Service Customers Article 109

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. Copyright © MMXVI, Shep Hyken).

Insurance 90

Insurance Banking Customer Relationship Management Customer Service Training 90

LiveChat

APRIL 3, 2017

After one Amazon customer had his PlayStation gaming console stolen from his front porch before getting home to bring it inside, he felt defeated. To his surprise, the customer service representative had a new one shipped later that day—completely free of charge—and it arrived just in time for Christmas.

E Commerce 51

E Commerce 2005 E-support 2006 51

LiveChat

AUGUST 3, 2018

They know me right when I call – they already have my phone number to identify me with, the customer service representatives greet me with my name right away and the problem gets tackled in a jiff, all thanks to the magic of information. My favorite companies are ones that spare me the rigmarole entirely.

Customer Focused 28

Customer Focused Multi-Channel Airlines 2007 28

Call Experts

JUNE 3, 2022

You’ll ensure greater customer satisfaction and decrease support costs by anticipating what customers need. . So take your first step today and get started on your customer-focused strategy. What Do Customers Expect From Businesses? 5 Basic Needs of Customers. Complex systems maintain the service.

Contact Center 98

Contact Center E-support Customer Service Representative Exceptional Customer Service 98

ProProfs Chat

JUNE 30, 2020

Well, Jeanne Bliss (a known authority on customer experience) talks about how you can do this with the five-competency model she used to coach Chief Customer Officers and C-Suite. Books on Customer Service Culture. For that to happen for your business, make sure that you have a great customer service culture in place.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85