ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen.

2016 127

2016 Article Customer Service 2017 127

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

ShepHyken

APRIL 25, 2018

There are many great customer service stories that can serve as a template for how to handle a problem. I always fall back on my five-step service recovery process to handle all complaints and problems. Moment of Magic #2: The manager acknowledges the mistake and apologizes, and then offers up a solution.

Customer Confidence 64

Customer Confidence Customer Service Training Customer Service Customer Focused 64

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.” Since customer service has become a center of attention for most companies (even though some still don’t get it right), “That’s not my department” is being heard less and less.

Customer Service Training 110

Customer Service Training Customer Service Customers Article 110

ShepHyken

DECEMBER 14, 2018

An incorrect email address or a missing point of contact could be the difference between ruining a customer relationship forever and rebuilding customer trust and driving retention following a breach.”. As such, it is not just about defending against cyber attacks; CX teams should aim to be pro-active, not reactive.

Blog 104

Blog Customer Experience Government Article 104

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Email Writing: 3 elements of a great email customer experience. Training Features.

Customer Service 53

Customer Service Download Customer Service Training Customers 53

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Email Writing: 3 elements of a great email customer experience. Training Features.

Customer Service 40

Customer Service Seminar Customer Service Training Customers 40