ShepHyken

SEPTEMBER 8, 2024

Each week, I read many customer service and customer experience articles from various resources. Quality customer service will not only impress new customers but will also be a key motivator in their decision to stick around for the long term. Part of this finding is dependent on the customer’s age.

Article 88

Article 2024 Customer Service Magazine 88

ShepHyken

FEBRUARY 16, 2022

When you make a customer smarter, at least two things are happening. One, you’re showing off your knowledge in such a way that is all about the customer, and not just about how much you know. And second, you’re eliminating confusion, which creates clarity and confidence. . Just make your customers smarter. .

Customer Service Training 138

Customer Service Training Customers Information Loyalty 138

ShepHyken

MARCH 22, 2017

Congratulations to Squaremouth , who just won a Gold Stevie Award for Customer Service Department of the Year – for the fourth time! For those that don’t know, the Stevie is an international business award that recognizes top performing organizations in several categories including customer service.)

Customer Service 88

Customer Service Insurance Customer Confidence Travel 88

ShepHyken

JULY 29, 2020

Call me boring, but I want the same thing every time—at least when it comes to customer experience. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us. It is, but this is good monotony—the kind of monotony our customers like.

Customer Service 269

Customer Service Hospitality Customer Service Training Customers 269

ShepHyken

JUNE 8, 2022

Even if they don’t matter to the customer, they should still matter to you. As it applies to customer experience (including customer service), it is often the little details that move the experience from average to amazing. They are also important to our customers, whether they know it or not.

Customer Confidence 134

Customer Confidence Customer Service Training Customer Service Customer Focused 134

ShepHyken

APRIL 12, 2017

Once the customer service representative came on the call, Cindy briefly described the problem. What do you think happened when the new customer service rep came on? Shattered customer confidence. Even though our last customer service rep got the job done, the other two couldn’t.

Banking 103

Banking Customer Service Representative Customer Confidence Customer Service Training 103

ShepHyken

JUNE 27, 2018

I have a similar take on the customer service and customer service world. The three keys to customer experience success are consistency, consistency and consistency. The moment there is inconsistency, you start to lose the customer’s confidence, and ultimately you might lose the customer.

Customer Service 90

Customer Service Loyalty Customer Service Training Customers 90

ShepHyken

SEPTEMBER 26, 2023

Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. And if you really think you are 100% right and the customer support agent is wrong, consider ending the call and calling back to speak with a different agent who may respond differently. So that’s my advice for the customer.

Customer Service 144

Customer Service Social Media Workshop Customer Service Training 144

ShepHyken

OCTOBER 18, 2017

Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. It can be the traditional customer service team who fields questions and complaints. The best customer support does several things.

Customer Service 169

Customer Service Metrics Customers Interaction 169

ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. My Comment: Privacy and identity issues are at the top of our customers’ minds with whom they do business.

Article 110

Article 2019 Customer Journey Mapping Customer Service 110

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. Earning your customers’ trust typically takes time. Your customers know what to expect, and you deliver every time. So, how much do your customers trust you? The post Do Your Customers Trust You This Much?

Customer Service Training 124

Customer Service Training Reference Customers Books 124

ShepHyken

DECEMBER 26, 2018

This quote makes me think about the different reasons behind why a customer chooses to do business with a company. Those companies that get customers because of low price will lose those customers when someone else has a lower price. Customer service: You love the way they treat you. Follow on Twitter: @Hyken.

Culture 134

Culture Customer Service Training Books Customers 134

ShepHyken

JUNE 24, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. My Comment: Here is a great testimonial to the combination of a great customer experience and product. I never knew I wanted that.”

Article 119

Article 2019 Customer Service Poor Customer Service 119

ShepHyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. My Comment: Customer service starts on the inside, starting with employees. My concept of The Employee Golden Rule is about treating employees the same way you treat customers, if not even better.

Article 21

Article 2021 Customer Service E Commerce 21

ShepHyken

JULY 19, 2017

He shared an excellent customer service example that can be summed up this way: Trust your customers and they will trust you. The quick version of the story is this: A farmer owns a fruit and vegetable stand where his customers pay on the honor system. He trusts his customers to do what’s right, and it pays off.

2017 115

2017 Customer Service Training Customers Customer Service 115

ShepHyken

OCTOBER 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer. Great Customer Experience Means Consistent Customer Service by Glenn Pasch.

2018 93

2018 Article Customer Service Automotive 93

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.

E Commerce 75

E Commerce Article 2024 Loyalty Programs 75

ShepHyken

JULY 13, 2016

Customer Experience. There is a big lesson here, and it’s very simple: Don’t lie to the customer. You lose credibility and trust with the customer. And finally, the customer may leave and never come back. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

Customer Service Training 90

Customer Service Training Customers Customer Service Information 90

ShepHyken

MAY 7, 2018

Each week I read a number of customer service and customer experience articles from various resources. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. Digiday) Overstock.com knows the days are long gone when people would call or email about problems with its products or service.

Article 79

Article 2018 Customer Service Magazine 79

ShepHyken

SEPTEMBER 5, 2023

I was asked the same question three times in the last week: “What is the biggest opportunity in customer service?” If a customer has a problem, issue or question, the speed in which you move them from concerned or upset to happy could be the difference between the customer coming back or not.

Customer Service 93

Customer Service Workshop Customer Service Training Definition 93

ShepHyken

OCTOBER 5, 2016

After a number of comments from our readers, I want to discuss how, when and where you can WOW your customers. I’ve always been concerned with a company that tells me that they want to consistently WOW their customers. Without that, there is no predictability, and that leads to a lack of confidence. The key is consistency.

Hotels 133

Hotels Customer Service Training Leadership Customer Service 133

ShepHyken

FEBRUARY 14, 2018

What if your customers said they would be willing to pay you twice what you normally charge? All they want in return is an amazing customer service experience. We already give great customer service. The point is that great customer service makes price less relevant. That’s all they want?

Exceptional Customer Service 95

Exceptional Customer Service Customer Service Training Customer Service Customers 95

ShepHyken

OCTOBER 10, 2018

And then there are guarantees, promotions and contests that have “fine print” that is focused more on the company than the customer. I get that a company has to protect itself, but be careful not to offend or disappoint your customers. That’s what builds confidence, trust and loyalty. Follow on Twitter: @Hyken.

Customer Service Training 124

Customer Service Training Loyalty Article Information 124

ShepHyken

MAY 25, 2016

I recently interviewed Nate Skinner, the VP of Customer Care for Campaign Monitor, a company that helps businesses use email to market their businesses. It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience. Jordan knew that his customer didn’t send email spam.

Customer Care 90

Customer Care Customer Service Training Customers Customer Service 90

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 116

Customer Service Training Customer Service Customers Article 116

Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. I began thinking about and conceptualizing this training during a drive home from Arkansas where I had just delivered a presentation to a group of 60 new managers in a corporate mentoring program for the world headquarters of Sam’s Club.

Customer Service 53

Customer Service Customer Service Training Customer Confidence Customers 53

Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. I began thinking about and conceptualizing this training during a drive home from Arkansas where I had just delivered a presentation to a group of 60 new managers in a corporate mentoring program for the world headquarters of Sam’s Club.

Customer Service 53

Customer Service Customer Service Training Customer Confidence Customers 53

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. And, they didn’t get there by disappointing their customers. The customer tells other people.

Customer Confidence 67

Customer Confidence Customer Service Training Customer Service Customer Focused 67

Myra Golden

JULY 28, 2016

We created our customer experience eLearning portal to fully prepare frontline employees to deliver friendly, empathic and personable interactions over the phone, email and chat. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Call centers.

Customer Service 40

Customer Service Customer Service Training Call Center Contact Center 40

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. So, the customer calls and they are upset.

Customer Service Representative 85

Customer Service Representative Customer Service Training Customers Article 85

ShepHyken

JUNE 28, 2017

This was their Customer Experience Summit, and the theme for the meeting was “Think Small: Big Differences Come from SMALL Details.”. Jason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service. Follow on Twitter: @Hyken.

Customer Service Training 104

Customer Service Training Customer Service Interaction Customer Experience 104

ShepHyken

MAY 4, 2018

This week we feature an article by Meyer Baron who writes about the essential stages of a winning customer experience. Smart companies promise a positive customer service experience, and they deliver. – Shep Hyken. Customer experience” means different things to different people. Improved customer service training.

Blog 84

Blog Customer Experience Advertising Sales 84

ShepHyken

SEPTEMBER 13, 2017

The words you say, the way you act, and your attitude toward your job and your customer are sometimes the difference between satisfactory and amazing. implies you want to do more for your customer. It’s the difference between taking an order and serving a customer. Most servers would ask, “How is everything?”

Customer Service Training 97

Customer Service Training Reference Communication Customer Service 97

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

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

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. That’s what great customer-focused companies do! Great value with great service.

Customer Service 93

Customer Service 2011 2012 Customer Focused 93

ShepHyken

OCTOBER 23, 2017

Each week I read a number of customer service articles from various online resources. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. Impulse service on steroids by Chip Bell. My Comment: Part of an amazing customer experience can be driven by technology.

2017 74

2017 Article Customer Service Retail 74