ShepHyken

APRIL 25, 2018

For those that haven’t been following, the five-steps are: 1) Acknowledge the problem and thank the customer for bringing it to your attention. 2) Apologize for the problem. 3) Fix it or discuss the resolution. 4) Have an attitude of ownership. 5) Act with urgency.

Customer Confidence 66

Customer Confidence Customer Service Training Customer Service Customer Focused 66

ChurnZero

SEPTEMBER 7, 2023

Alignment is understanding why the customer cares. Invite customers to influence the conversation. If you use them to talk about all the work you have done for the customer and the data you want to present and the upsell opportunity you want to promote, then yeah, they will be an hour-long drag.

Presentation 52

Presentation Customers Engagement Customer Success 52

ShepHyken

DECEMBER 19, 2018

As I started to perform more and more for money, I could afford to be a regular customer of Al’s. Some of you may or may not know that I perform magic. Not real magic. When I was a kid I did birthday party magic shows, and in high-school and college worked in comedy clubs doing comedy and magic. I still practice card tricks. .

Customer Service Training 123

Customer Service Training Reference Customers Books 123

ShepHyken

DECEMBER 14, 2018

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust. Cyber security is no longer something that just IT teams need to worry about.

Blog 107

Blog Customer Experience Government Article 107

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Blog 100

Blog Omnichannel Average Handle Time Contact Center 100

SurveySparrow

JANUARY 20, 2020

3 Provide information: After the purchase, there might be areas where the customer doesn’t know how to handle a situation. Do not make them call the customer care number although that should be an option. 16 Make customers confident about their purchase: There was a time when customers were wary about buying products online.

Measurement 52

Measurement Loyalty Programs Social Media Loyalty 52

Myra Golden

JULY 29, 2016

How to Deliver a Wow Customer Experience: 20 Ideas to Help You WOW customers. Complaint Handling: Learn to handle problems in such a way that you completely restore customer confidence after a service mishap. This means the customer service professional must develop a response plan. You will not be sorry.”

Customer Service 40

Customer Service Seminar Customer Service Training Customers 40

ShepHyken

FEBRUARY 1, 2017

Keep in mind, this wasn’t a single unhappy customer complaining to a gate agent at the airport. Last week United Airlines had a computer outage that lasted two and a half hours and caused 200 flight delays and six cancellations. This situation involved thousands of people who were inconvenienced.

Airlines 98

Airlines Customer Service Customer Service Representative Customers 98

ShepHyken

MARCH 14, 2018

You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” You have a problem. You call the phone number listed on the company’s website. You wait on hold for what seems much longer than the ten minutes they said you would be holding.

Customer Service Training 114

Customer Service Training Customer Service Customers Article 114

ShepHyken

SEPTEMBER 7, 2016

Customer Opportunity. 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.

Customer Service Representative 85

Customer Service Representative Customer Service Training Customers Article 85

Myra Golden

JULY 29, 2016

How to Deliver a Wow Customer Experience: 20 Ideas to Help You WOW customers. Complaint Handling: Learn to handle problems in such a way that you completely restore customer confidence after a service mishap. This means the customer service professional must develop a response plan.

Customer Service 53

Customer Service Download Customer Service Training Customers 53

ShepHyken

JANUARY 25, 2017

The Dollar Shave Club continues to impress me with their amazing customer service. I have used them as an example of how to create a membership experience , but now I want to focus on their ability to deliver amazing customer service. In 2012, they rolled out a promotional video on YouTube that was hilarious and went viral.

Customer Service 93

Customer Service 2011 2012 Customer Focused 93

Qualtrics

MAY 26, 2020

Giving customers confidence. Encouragingly, feedback showed customers placed a high level of trust in Green Spot. But more importantly, the findings highlighted the issues customers cared most about, which are essential in driving the overall Green Spot messaging. “In

Brands 26

Brands Social Media Consumers Insights 26