Magellan Solutions

MAY 25, 2018

And finally, to ensure a meaningful customer engagement, you must first teach and expose your employees the ins and outs of customer service. Start with the basics — customer service training. Customer engagement starts within. Phases of customer service training.

Customer Service Training 70

Customer Service Training Customer Engagement Engagement Customer Service 70

ShepHyken

NOVEMBER 1, 2017

I asked them what kind of customer service training they received from the companies they worked for. She delivered great service, however, her fellow employees didn’t seem to operate at her level. When she engaged me, it was obvious she had initiative and wanted to help, which also meant hopefully make a sale.

Customer Service Training 99

Customer Service Training Customer Service Airlines Retail 99

Experience Investigators by 360Connext

JUNE 22, 2016

Or…they tell their friends how happy they were with the service of such an exceptionally helpful, friendly representative for your company. The post 3 Ways to Add Magic to your Customer Service Training appeared first on Customer Experience Consulting. In fact, these […].

Customer Service Training 137

Customer Service Training Customer Service Consulting Interaction 137

Ecrion

JULY 22, 2019

Too often, companies blame a loss of revenue on competitors, poor market conditions, and even failed marketing strategies when the real reason why business is down is due to a poor customer service training and standards. Be honest with yourself: How confident are you, really, with your current level of customer service?

Customer Service Training 78

Customer Service Training Customer Service Poor Customer Service E Commerce 78

Integrity Solutions

SEPTEMBER 28, 2023

In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen.

Customer Service Training 110

Customer Service Training Customer Service Contact Center Culture 110

ShepHyken

JANUARY 4, 2019

A well-trained executive would know how to deal with customer issues promptly and also disengage them without making them feel unvalued or unheard. Customer service training is a continuous process and onboarding is merely the first step in the journey. Building an onboarding module.

Customer Service Training 81

Customer Service Training Blog Customer Service Article 81

CSM Magazine

NOVEMBER 4, 2019

You need to add light and shade to your voice to sound interested and engaged. Confidence also comes from reminding yourself that you are the expert and to tap into your product knowledge and experience in difficult or day to day customer service situation. Remember to be articulate. Actors talk about he 5 ‘p’s’.

Customer Service Training 80

Customer Service Training Customer Service Workshop Hospitality 80

Peter Lavers

DECEMBER 11, 2017

In our new guest blogger Jason Grills ’ first instalment of this blog , he shared four great customer service training ideas that will refresh your support service and take it to a higher level. The post 8 Ways to Refresh Your Support Teams’ Customer Service Training – Part 2 appeared first on Think CX.

Customer Service Training 74

Customer Service Training Customer Service Travel Financial 74

CSM Magazine

NOVEMBER 1, 2018

Customer support is a critical interface with a huge impact on customer satisfaction and customer retention and, thereby, on business performance and profitability. Here are a few fundamental must-haves for any prospective online customer service training solution. Course management. Learning delivery.

Customer Service Training 40

Customer Service Training Customer Service E-support Metrics 40

Stella Connect

JANUARY 9, 2018

In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust.

Customer Service Training 41

Customer Service Training Customer Service Management Call Center 41

Comm100

APRIL 24, 2018

Adding video to your training sessions helps cater to visual learning preferences and creates an approach to learning that blends different types of media to create effective learning experiences. YouTube is a fantastic resource, with so many different videos that can be used to demonstrate customer service concepts.

Customer Service Training 49

Customer Service Training Customer Service Communication Download 49

Bill Quiseng

NOVEMBER 15, 2023

In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. This week, I will explain the third QUI TAKEAWAY: customer service training versus customer CARE education. QUI TAKEAWAY: Don’t offer customer service training.

Customer Service Training 97

Customer Service Training Customer Care Social Media Loyalty 97

Comm100

JULY 28, 2016

But now you can stop guessing, as we’re presenting you with some of the best customer service training advice in the industry from a seasoned professional, Ray Miller , who is the CEO of e-learning solution company The Training Bank and author of the book That Customer Focus. Download Now.

Customer Service Training 42

Customer Service Training Customer Service Download Definition 42

ShepHyken

MARCH 12, 2024

It can’t be an engaging experience this time and something other than engaging next time. When customers like the experience personality, they will want to experience more of it! Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Workshop 152

Workshop Advertising Customer Service Training Books 152

Bill Quiseng

FEBRUARY 7, 2024

This is not a customer service training class. Training is finite, usually one to three days. And training is top-down, one-way “I know everything, you know nothing” instruction. Training is to develop THE BUSINESS. Customer service is what you do for your customers. Be GREAT out there!

Customer Service Training 78

Customer Service Training B2C Hospitality B2B 78

Myra Golden

JANUARY 8, 2018

John Hancock said, “The thing that struck me about Myra Golden’s eLearning modules was how engaging they were. Our participants comment about how the time flies when they are taking them – another indication of their engagement!” . Operations Manager, Shared Services Training & Development. Kristin Augusta | Sr.

Customer Service Training 45

Customer Service Training Customer Service Customers Engagement 45

ShepHyken

OCTOBER 3, 2023

I’ve said it before – I don’t agree with the saying that the customer is always right. Actually, I believe in the opposite, and it’s one of the concepts we teach in our customer service training workshops. It is this: The customer is NOT always right. … Connect with Shep on LinkedIn.

Workshop 154

Workshop Customer Service Training 2021 Customers 154

Kustomer

FEBRUARY 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen uncovers the secrets to establishing employee and customer engagement with expert Suzzanna Rowold. Listen Now: Listen to “Best Practices of Employee and Customer Engagement | Suzzanna Rowold” on Spreaker.

Customer Engagement 69

Customer Engagement Engagement Culture Customers 69

ShepHyken

NOVEMBER 14, 2023

One way to get more engagement and productivity out of employees is to recognize and appreciate their individuality and make it part of their jobs. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Employees want to feel excited about going to work.

Workshop 150

Workshop Insurance Employee Experience Culture 150

ShepHyken

APRIL 11, 2022

My Comment: When it comes to customer service, I believe everyone must be properly trained – not just the front-line/customer-facing employees. Furthermore, training isn’t something you did, it’s something you do. It’s the experience that drives engagement. Anytimed by Seth Godin. Follow on Twitter: @Hyken.

Article 65

Article 2022 Customer Service Customer Service Training 65

ShepHyken

DECEMBER 26, 2023

Be flexible in your thinking when it comes to taking care of customers.  Be more engaged – Your customers want to feel that you’re focusing on them. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 159

Customer Service Workshop Customer Service Training Connections 159

Bill Quiseng

MAY 18, 2022

But he doesn’t expect you to train your people. Training is top down, one-way, “I know everything, you know nothing” instruction. Training is the how and what of customer service. Training is to develop THE BUSINESS. Training is for a job. And the job of employees is to serve to satisfy the customer.

Exceptional Customer Service 88

Exceptional Customer Service Customer Service Training Books Customer Service 88

ShepHyken

MARCH 5, 2024

The distinction between merely conducting business with a company and truly experiencing it lies in the unique personality and engagement the company and its employees bring to every interaction. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Entertainment 84

Entertainment Workshop Customer Service Training Connections 84

Stella Connect

JANUARY 4, 2022

And if you’re in a contact center performance management role, you’ve probably invested a lot of time and energy into your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97

ShepHyken

MARCH 15, 2021

How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. Joseph Michelli) The art of post-pandemic experience creation will be to select relevant technology-aids accompanied by engaging human interactions and assume that COVID-19 has forever changed experience delivery.

Article 131

Article 2021 Customer Service Customer Service Training 131

ShepHyken

MAY 5, 2024

Unlocking the Experience Economy by Roy Arguelles (Quality Digest) Operational efficiency, customer engagement, and overall competitiveness are essential requirements. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

2024 73

2024 Article Customer Service Social Media 73

ShepHyken

FEBRUARY 14, 2022

Don’t miss the opportunity to create customer loyalty through an easy and hassle-free return policy. This article covers several important ways to deliver that return policy experience that fosters goodwill and gets customers to return again and again. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick.

Article 124

Article 2022 Customer Service Customer Service Training 124

ShepHyken

MAY 4, 2022

To share compliments like Bailee, you have to be engaged and present for each and every customer. . I asked Bailee where she learned to engage with her customers at that level. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. No faking it.

Airlines 130

Airlines Customer Service Training Presentation Engagement 130

ShepHyken

MAY 5, 2024

Unlocking the Experience Economy by Roy Arguelles (Quality Digest) Operational efficiency, customer engagement, and overall competitiveness are essential requirements. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

2024 65

2024 Article Customer Service Social Media 65

ShepHyken

MAY 19, 2021

It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. By the way, this is the same exercise we teach in our customer service training programs. Is there something that happens at every meeting to engage the team and align them with what is important to your company?

Customer Service 142

Customer Service Customer Service Training Culture Presentation 142

ShepHyken

MAY 13, 2024

Engaging offers and new products. Heavy adoption by customer base driven by employees actively promoting 4. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Ease of use. Personalization. Data analytics. Seamless integration.

Article 73

Article 2024 Customer Service Loyalty Programs 73

ShepHyken

FEBRUARY 13, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Experience 140

Customer Experience Transportation Hotels Airlines 140

ShepHyken

MAY 19, 2024

Why CMOs Should Own the Customer Onboarding Process by Brad Rosenfeld (Fast Company) The role of the modern chief marketing officer has gone beyond top-of-funnel engagement to now encompass the entire customer experience. My Comment: This is a very interesting idea. Connect with Shep on LinkedIn.

Article 62

Article 2024 Customer Service Government 62

ShepHyken

APRIL 28, 2024

While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. Retail brands know that brick-and-mortar experiences alone just won’t cut it, nor will insufficient digital experiences that fail to account for the evolving customer experience.

2024 71

2024 E Commerce Article Loyalty Programs 71

ShepHyken

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. I booked an international trip for a speaking engagement. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Travel 95

Travel Customer Service Airlines Poor Customer Service 95

ShepHyken

DECEMBER 1, 2021

It has resulted in longer lines, longer hold times, and slower service – basically a lower level of customer service. . So, how can you keep good employees, and keep them not only engaged with their jobs but also engaged with their customers? They also work for the company and the customer.

Healthcare 127

Healthcare Customer Service Training Feedback Leadership 127

Bill Quiseng

MARCH 30, 2022

We don’t offer customer service training. Training is top-down, one-way “I know everything, you know nothing” instruction. Training is the “how” of service. Training is to develop THE BUSINESS. Training is for a job.

Customer Care 78

Customer Care Customer Service Training Interaction Customers 78