ShepHyken

SEPTEMBER 14, 2022

A bad culture is the problem. The culture of any organization is defined by leadership. Leaders must work on the culture they want employees and customers to experience. It all comes down to the person at the top of the organization deciding to create a culture that drives a positive service experience.

Culture 116

Culture Customer Service Poor Customer Service Leadership 116

Magellan Solutions

MAY 25, 2018

To keep the customers satisfied, you must first create a great corporate culture. 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. How would you this?

Customer Service Training 70

Customer Service Training Customer Engagement Engagement Customer Service 70

Stella Connect

APRIL 17, 2018

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

Customer Service Training 62

Customer Service Training Customer Service Contact Center Customers 62

Integrity Solutions

OCTOBER 5, 2022

In one recent study , among many with similar findings, 78% of respondents said good customer service is fundamental to earning their loyalty and business. And retaining those customers is serious business: Just a 5% increase in customer retention can produce more than a 25% increase in profits.

Culture 88

Culture Customer Service Customer Service Training Contact Center 88

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. 7 Customer – Support Confrontation. Here are the remaining four! #5 5 True or False Quiz. 8 Positive Behaviour Promotion.

Customer Service Training 74

Customer Service Training Customer Service Travel Financial 74

Experience Investigators by 360Connext

JANUARY 28, 2020

Then ensure you understand today’s reality with the right baseline metrics, along with journey maps, ongoing customer feedback mechanisms, and more. Related: How to Improve Customer Service Training with Simple Metrics. Ask them if they need different information to lead their teams better.

2020 250

2020 Net Promoter Score ROI Metrics 250

CSM Magazine

MAY 14, 2024

The saying “the customer is always right” has evolved into recognizing customer service as a crucial aspect of every business. Effective customer service training is a strategic imperative for businesses aiming to foster satisfaction, loyalty, and competitive advantage.

Customer Service Training 52

Customer Service Training Customer Service Customer Service Representative Competitive Advantage 52

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. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Service 151

Customer Service Customer Service Training Culture Presentation 151

ShepHyken

AUGUST 7, 2019

That’s when he dropped the “bomb” on the audience—several thousand customer care professionals, all anxiously awaiting Tony’s comments. He informed them that the customer was no longer the first priority. Culture had replaced the customer as the top priority. The focus on culture is really a focus on people.

Customer Service 132

Customer Service Culture Customer Service Training Leadership 132

ShepHyken

JUNE 16, 2021

I love seeing visible signs of a customer- and employee-focused culture. Something I noticed right away was the customer-centric culture that was part of the atmosphere of the resort. You’re not going to change a culture by adding an employee’s passion under a name on a badge. This is just a small idea.

Culture 152

Culture Customer Centricity Customer Service Training Events 152

Bill Quiseng

DECEMBER 6, 2021

” While that information is important, consider the overall message you are giving new employees at the end of their first day. Don’t bore your employees with rote customer service training. Instead, inspire them with a customer service education. One day of new hire orientation is never enough.

Customer Centricity 195

Customer Centricity Exceptional Customer Service Culture Customer Service Training 195

ShepHyken

SEPTEMBER 19, 2016

My Comment: It’s been a while since I’ve read an article about Zappos and their amazing service. This article is filled with comments about the company’s culture, empowering employees and much more. 10 Tips For Making Customers Feel Welcome by Richard R. Are customer service chatbots full of chit?

2016 0

2016 Article Customer Service Culture 0

ShepHyken

DECEMBER 26, 2018

The culture: This is the kind of organization you want to be affiliated with. At some level, this ties into culture and values, but this is more about giving back and community involvement. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Culture 134

Culture Customer Service Training Books Customers 134

Peter Lavers

FEBRUARY 27, 2018

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront.

Customer Service Training 99

Customer Service Training Customer Service Competitive Advantage Customers 99

LiveChat

FEBRUARY 15, 2016

Other words, every single customer service agent is responsible for how customers perceive your brand. One bad experience can ruin your reputation since angry customers are twice as much likely to inform their friends about it. You’ll learn how The Walt Disney Company hires right people and train them.

Customer Service Training 53

Customer Service Training Customer Service Customers Guest Experience 53

ShepHyken

OCTOBER 28, 2020

It may have been Tim Sanders in his revolutionary book, Love Is the Killer App , who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers. If you truly love your people, love your customers and love what you do, it shows. Some still are.

Culture 162

Culture Social Media Customer Service Training Customers 162

ShepHyken

JANUARY 4, 2017

Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.

Customer Focused 103

Customer Focused Culture Customer Journey Mapping 2017 103

ShepHyken

AUGUST 8, 2022

Start with creating the right culture, in this case, a “customer-first” culture. And you’ll probably notice many of the other ideas tie into employees and culture. It’s no coincidence that if you want to create a customer experience, it starts on the inside with the culture and employees.

Article 24

Article 2022 Customer Service Culture 24

ShepHyken

MARCH 20, 2019

He fosters open dialogue that creates a positive culture for his company. That’s the underlying lesson here – company culture. By nurturing that open workplace communication and positive company culture, Todd sets up his business for success. For information, contact 314-692-2200 or www.hyken.com.

Communication 118

Communication Culture Customer Service Training Article 118

ShepHyken

NOVEMBER 25, 2020

The Right Culture : This is where it starts. Leadership defines the customer service and CX vision for everyone to follow. Good People: The people on the inside of the organization create the experience for the customers on the outside. For information, contact 314-692-2200 or www.hyken.com. Happy Thanksgiving!

Customer Service 156

Customer Service Leadership Customer Service Training 2020 156

Bill Quiseng

JANUARY 10, 2022

Leaders will COMMUNICATE transparently any information that their people need to know. Whether it’s the turmoil of the pandemic, Skimpflation, or The Great Resignation, businesses will invigorate the New Normal with the “People First” culture. Recognizing “People First”, leaders will CARE for their people.

Leadership 167

Leadership Culture Loyalty Engagement 167

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. Customer service in other cultures.

Customer Service Training 52

Customer Service Training Customer Service Seminar E-support 52

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. Customer service in other cultures.

Customer Service Training 52

Customer Service Training Customer Service Seminar E-support 52

ShepHyken

SEPTEMBER 26, 2016

Make a Mouse: The Power of a Culture of Customer Experience Excellence by Joseph Michelli. The same can be said for great service cultures. Leaders are responsible for “creating the right environment” for world-class customer experiences to occur. Are you serving your customers or smothering them?

2016 123

2016 Article Customer Journey Mapping Customer Service 123

ShepHyken

MARCH 11, 2020

The smartest person in the world may not end up being a good cultural fit for a company. This explained the company culture and expectations of Disney employees, also known as cast members. The point is that Disney establishes upfront that learning about the company culture is a priority for new applicants. There’s a difference.

Employee Experience 140

Employee Experience Culture Customer Service Training Books 140

ShepHyken

SEPTEMBER 30, 2020

It’s more than just the front line interacting with customers. 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. That goes a long way toward creating a great customer experience.

Customer Service 133

Customer Service Poor Customer Service Customer Service Representative Customers 133

ShepHyken

AUGUST 19, 2019

My Comment: Another list of mistakes to avoid… This one is focused on live chat and customer service in the retail industry. It’s filled with information that will make you say to yourself, “We had better not be doing that.” Yes, culture is the first step. ” Consider this little factoid.

2019 124

2019 Article Customer Service Leadership 124

ShepHyken

JANUARY 18, 2021

(Diginomica) How do you enrich the customer experience amidst the current turbulence? Unit4’s Michelle MacCarthy has three recommendations for managing customer success through culture, engagement, and technology. My Comment: I enjoy articles that focus on the culture, and that is exactly what this article is about.

2021 137

2021 Article Customer Service B2B 137

ShepHyken

MARCH 8, 2021

(Forbes) 16 members of Forbes Coaches Council shared their best tips for business owners to start improving customer satisfaction with happier employees. My Comment: The beginning of a good customer service and experience strategy starts on the inside with the company’s culture. Follow on Twitter: @Hyken.

2021 149

2021 Article Customer Service Airlines 149

Peter Lavers

DECEMBER 8, 2017

It’s not always about the knowledge and education – sometimes, it’s more about team building and motivation training. In this article, we are showing you some of the best customer service training ideas that should refresh your support service and take it to a higher level. #1 1 Active Listening Practice.

Customer Service Training 68

Customer Service Training Customer Service Travel Blog 68

Experience Investigators by 360Connext

FEBRUARY 18, 2020

You will receive occasional emails with valuable information. We will never sell, share, or abuse your information. For more info, view or Terms of Service & Privacy Policy. You're here because you're looking for a great CX training course, and I've got eight to share with you. Something went wrong.

Customer Experience 35

Customer Experience Customer Journey Mapping Customer Journey Customers 35

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in 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 40

Customer Service Training Customer Service Contact Center Customers 40

ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. Good information here, but it’s just the start. by Chip Bell.

2019 116

2019 Article Customer Service Competitive Advantage 116

ShepHyken

MARCH 4, 2020

If taking care of your customers and making them want to do business with you again and again is important to you, then it’s time to join the cult … The Cult of the Customer. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Books 169

Books Loyalty Customer Service Training Customers 169

Bill Quiseng

JULY 28, 2014

Most customers are concerned with making their purchasing decision, finalizing the transaction, and then moving on. They do not wish to experience a drawn-out service experience, especially if that experience is not getting them to a successful conclusion. Vendors have to develop an integrated approach to customer service training.

Customer Service 143

Customer Service Hotels Social Media 2013 143

Customer Bliss

JULY 3, 2018

There was an urgency around changing the culture within the agency to become a culture of yes. Greg sat in on every hearing and listened to what was said, which gave him an idea of where his responsibilities in impacting the culture would come into play. Develop Your Core Values to Drive Growth and Prove Commitment.

Government 120

Government Customer Experience Management Customer Experience Management 120

ShepHyken

OCTOBER 31, 2016

(Help Scout) How can you tell if that smart and eager customer service candidate will be an engaged and productive team member? My Comment: Leadership defining the customer service vision may be the most important start to creating a customer-focused culture. For information contact or www.hyken.com.

2016 125

2016 Article Customer Service Hotels 125