Comm100

APRIL 24, 2018

I’ve created this blog post to share some customer service training videos I’ve used to create “wow” learning moments. I’ve also avoided using the same customer service training videos that are shared by a ton of other blogs, and have used just videos from my experience that I have found personally effective.

Customer Service Training 48

Customer Service Training Customer Service Communication Download 48

ShepHyken

AUGUST 2, 2021

(Forbes) Customer experience encompasses far more than your products, customer service, technologies, processes, and culture. But it’s also the latest, even seemingly insignificant interaction you had with a customer. Why Messaging is the Gateway to Great Customer Experiences by Tristan Gadsby.

Article 92

Article 2021 Customer Service Hospitality 92

ShepHyken

NOVEMBER 8, 2021

Bob Phibbs The Retail Doctor) While much has been made of the Great Resignation in retail, hospitality, and other service jobs – and it is serious – retail frontline workers often get some of the oddest and funniest requests. Here are 100 of the strangest things retailers have been asked by customers. by Bob Phibbs.

Article 90

Article 2021 Customer Service Retail 90

ShepHyken

DECEMBER 5, 2022

Hospitality Net) We are officially on the eve of a new year, already moving through the holiday season at the signature blink-and-you-might-miss-it pace that is seemingly synonymous with this time of year. My Comment: Regardless of the type of business you are in, I believe it’s important to have a “hospitality mentality.”

Article 70

Article 2022 Customer Service Hospitality 70

Bill Quiseng

OCTOBER 26, 2020

Hearing about hospitalizations, the struggling economy, and massive layoffs every day, your associates are still anxious and concerned about their jobs. Serve your associates by asking at the end of each interaction, “What can I do for you? Do they remember the forbidden phrases that distract in customer conversations?

Exceptional Customer Service 183

Exceptional Customer Service Hospitality Leadership Customers 183

ShepHyken

AUGUST 31, 2022

I recently presented a customer service keynote speech for a company event at Gershman Investment Corp. As in most of my speeches, I talked about the concept of creating a Moment of Magic® , which is an above-average interaction or experience. He said that he was working with a hospital that was building an addition.

Hospitality 67

Hospitality Books Customer Service Training Presentation 67

ShepHyken

DECEMBER 24, 2023

This rebranding was a deliberate effort to differentiate the company from its competitors by focusing on exceptional service and human interactions, rooted in a deep understanding of the golf industry. On top of that, it also brings the idea of a hospitality mentality that any business (B2C and B2B) can adopt.

Article 63

Article 2024 Customer Service 2023 63

ShepHyken

NOVEMBER 19, 2018

(UJET) When done right, a conversation with the customer over the phone can be helpful, engaging, and even fun. The problem with voice support is that it can also go terribly wrong, and those are the types of interactions that people hear about. How Human-Centric Design Thinking Can Improve the Customer Experience by Kindra Cooper.

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Article 2018 Customer Service Customer Centricity 87

CSM Magazine

AUGUST 29, 2022

This can give you a more in-depth understanding of customer service principles and how to apply them in a real-world setting. Another option is to get some on-the-job training from a company that specializes in customer service training. Jobs that need customer service.

Customer Service 52

Customer Service Hospitality Communication Customers 52

Kayako

APRIL 15, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. “A customer’s experience with a business starts with the first touch.

Customer Experience 67

Customer Experience E Commerce Hospitality E-support 67

ViiBE Blog

APRIL 19, 2021

Revise: Follow-up with the customer to ensure their satisfaction with the solution. Look into past customer interactions and see if you can identify a pattern with the same issue. Have a system in place to record feedback every time customers complain. Service recovery can turn a frustrated customer into a satisfied one.

Healthcare 52

Healthcare Hospitality Customer Service Representative 2017 52

Customer Bliss

MARCH 28, 2017

Customer Service Training Program. She began one in Atlanta that trained 11,000 employees in two years. The focus was on consistent messaging across all customer touchpoints. Assess everything and get feedback around voice of the customer. The 60-day goal was setting up training initiatives.

Customer Experience 183

Customer Experience Travel Touchpoint Hospitality 183

Steve DiGioia

MAY 17, 2021

So, what can companies do to improve customer service? These are 5 things that companies need to design into their customer service interactions. R esponsiveness – Don’t make the customer wait for your communication or a solution. He says, “Create an emotional connection with the customer.

Customer Service 136

Customer Service E-support Customers Sales 136

ShepHyken

APRIL 2, 2018

For a certain number of hours a day, customer service agents are expected to let other people’s needs supersede their own. It’s a level of hospitality that, outside of the workplace, might lead one to be labeled “codependent” or “a doormat.”. My Comment: The concept of mirroring your customer is interesting.

Article 54

Article 2018 Customer Service Hospitality 54

Provide Support

APRIL 21, 2018

It also helps to avoid frustration on the part of the customer if he has to explain his issue over and over. It is important to explain the information to the customer clearly so that he can understand it. When it’s not a face-to-face interaction, it is quite easy to misunderstand each other. Clarity of language. Confidence.

Customer Service 45

Customer Service 2003 Hospitality 2017 45

ShepHyken

AUGUST 8, 2022

My Comment: I love the idea of WOWING the customer. I believe it’s impossible to create an over-the-top or above-and-beyond experience every time the customer interacts with you. Customer retention statistics show that 65% of a company’s business comes from its existing customer base.

Article 23

Article 2022 Customer Service Culture 23

Kustomer

FEBRUARY 25, 2021

When shaping a company culture, two of the most important things customer experience leaders can do is to align their CX reps with the company values and to help reps find a purpose in their roles. That comes through in their every interaction. Suzzanna Rowold: (19:09). Gabe Larsen: (20:37).

Customer Engagement 69

Customer Engagement Engagement Culture Customers 69

Bill Quiseng

APRIL 18, 2021

Or be sure to read “ Delivering Effective Social Customer Service ” by Carolyn Blunt and Martin Hill-Wilson. Yet this incoming generation can only deliver to the level of service that they themselves have experienced. And their experience has mainly been without in-person interaction. Likeability is perceived by a smile.

Social Media 167

Social Media Customer Service 2025 Customers 167

Michel Falcon Experience

APRIL 7, 2020

The employee walking you over to the produce section of the store and possibly asking you how your day is going is delivering customer service to you. Often, customer service is micro-interaction within the customer journey that we neglect to continuously refine. Customer Experience. Yes, you do!

Customer Service 88

Customer Service Customer Experience Net Promoter Score Hospitality 88

Storyminers

JULY 6, 2020

In 2008, Eliason, as part of the team selected to address the issues, created the Twitter account @ComcastCares and began directly responding to customer complaints. Thousands of customer service professionals from around the world subscribe to Jeff’s Customer Service Tip of the Week email. Kate Nasser.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

In 2008, Eliason, as part of the team selected to address the issues, created the Twitter account @ComcastCares and began directly responding to customer complaints. Thousands of customer service professionals from around the world subscribe to Jeff’s Customer Service Tip of the Week email. Kate Nasser.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ShepHyken

JULY 8, 2019

(Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. These firms do many things poorly, but a bizarre interaction with my current internet provider uncovered a brand new customer experience failure.

2019 116

2019 Article Customer Service Social Media 116

Michel Falcon Experience

JANUARY 3, 2020

The answer I expect is, “Everyone who interacts with our brand is a customer.”. Being in hospitality, it’s easy for our team to consider the guest who orders the $300.00 Here are some individuals who interact with our brands, that sometimes are neglected: Your future employees when you’re interviewing them.

2020 99

2020 Customer Service Culture Call Center 99

Micah Solomon

OCTOBER 23, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Managers who hide in their offices miss their chance to lend their much-needed support to a budding service culture.

Culture 49

Culture Customer Service Hospitality Customer Service Training 49

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

2020 132

2020 Customer Experience Magazine Consulting 132

Michel Falcon Experience

JANUARY 10, 2019

It’s likely that you clicked through to read this post because you want new customer service ideas, not the same old run of the mill concepts that have been suggested by everyone else online…am I right? Question : what customer service skill do you believe you can implement within the next 90 days?

Customer Service 151

Customer Service 2019 Workshop Wireless 151

Michel Falcon Experience

OCTOBER 21, 2019

Customer journey mapping is an extraordinary exercise that hasn’t gone mainstream yet. In short, it’s when your team comes together to identify each interaction your customer experiences when doing business with you from beginning to end. Take my industry, hospitality, as an example.

Customer Service 111

Customer Service Customer Journey Mapping Customer Centricity Advertising 111

LiveChat

AUGUST 26, 2016

This means that you should approach every customer equipped with tools and methods that will allow you to diffuse the situation and find a solution without giving PTSD to the customer. It’s as if someone with a broken leg came to an ER room only to find a card stating “we’re in the hospital on the other side of town.”

Definition 52

Definition Customer Service Multi-Channel Customer Satisfaction 52