ShepHyken

APRIL 12, 2017

Once the customer service representative came on the call, Cindy briefly described the problem. Shattered customer confidence. Even though our last customer service rep got the job done, the other two couldn’t. The frustration began with fifteen minutes of hold time. But what is the big cost?

Banking 106

Banking Customer Service Representative Customer Confidence Customer Service Training 106

ShepHyken

DECEMBER 21, 2021

Customers want to feel like they are moving towards progress when they are calling about a problem. When they don’t feel that they are progressing to a solution, customers will feel anger towards customer service representatives and ultimately, the brand.

Customer Service Representative 74

Customer Service Representative Books Customer Confidence Advertising 74

ShepHyken

FEBRUARY 1, 2017

I can’t speak to what happened at the airport when passengers approached gate agents for help, or what happened on the phone lines as passengers tried to reach a customer service representative. I’m sure there were long lines and hold times.

Airlines 103

Airlines Customer Service Customer Service Representative Customers 103

CSM Magazine

APRIL 27, 2017

Following a poor customer service experience with his bank, Shep Hyken discusses the importance of customer confidence. Once the customer service representative came on the call, Cindy briefly described the problem. Shattered customer confidence. But what is the big cost?

Banking 63

Banking Customer Confidence Poor Customer Service Customer Service Representative 63

Answer Dash

NOVEMBER 21, 2018

Frictionless A ‘frictionless’ experience means an effortless one and for a customer today, effortless means being able to interact with a business whenever and however they would like. But in today’s fast-paced world, a customer journey includes an increasing number of touch-points.

User Experience 75

User Experience Social Media 2025 2010 75

ShepHyken

SEPTEMBER 7, 2016

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

CSM Magazine

DECEMBER 13, 2023

Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions. Here’s how you can bridge this gap: Provide comprehensive training for customer service representatives that focus on cross-selling and upselling.

Customer Service 52

Customer Service Call Center Customer Satisfaction Poor Customer Service 52