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 101

Banking Customer Service Representative Customer Confidence Customer Service Training 101

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 69

Customer Service Representative Books Customer Confidence Advertising 69

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

CSM Magazine

JUNE 19, 2023

Use Positive Language The language used by your customer service representatives has a significant impact on their approachability and relatability. By incorporating positive language into conversations with customers, your team can create a supportive environment that encourages better interactions.

Customer Service 52

Customer Service Social Media Exceptional Customer Service Customer Service Representative 52

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

Helpware

JULY 14, 2017

Take the last 20 or so customer reviews and make it the focus of attention on your customer service page. Not only will this give prospective customers confidence in your company, but it will also reaffirm the belief that you have in your customer service team. Make it front and center.

Customer Service 40

Customer Service E-support 2008 Customer Service Representative 40

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 98

Airlines Customer Service Customer Service Representative Customers 98