ShepHyken

APRIL 22, 2025

It may not be your fault, but now you own taking care of the customer. Is the item the customer wants temporarily out of stock? If so, when will it be in, and when can the customer expect to receive it? Giving customers information gives them a sense of control. Act with urgency. So, back to #3, the resolution.

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Workshop Customer Service Training Sales Customers 62

Comm100

JULY 28, 2016

But now you can stop guessing, as we’re presenting you with some of the best customer service training advice in the industry from a seasoned professional, Ray Miller , who is the CEO of e-learning solution company The Training Bank and author of the book That Customer Focus. Download Now.

Customer Service Training 58

Customer Service Training Customer Service Download Definition 58

Peter Lavers

FEBRUARY 27, 2018

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront.

Customer Service Training 99

Customer Service Training Customer Service Competitive Advantage Customers 99

ShepHyken

DECEMBER 22, 2024

My Comment: An automated customer service experience can be a good one. Customers find information quickly, and it is generally accepted as a good experience that meets the customers expectations. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Article 78

Article 2024 2025 Customer Service 78

ShepHyken

DECEMBER 29, 2024

BONUS Customer Experience Predictions for 2025: Expert Insights on AI, Leadership, and Human Connection by Dan Gingiss (Dan Gingiss) Our customer experience predictions for 2025 reveal a transformative shift in how businesses will connect with their customers. Connect with Shep on LinkedIn.

Article 75

Article 2025 Customer Service 2024 75

ShepHyken

JANUARY 21, 2025

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Workshop 82

Workshop Travel Customer Service Training Reference 82

ShepHyken

MAY 6, 2020

Not just your competition, but the best companies in the world that are creating new levels of customer expectations. How can you compare yourself to Amazon, Apple, Ritz-Carlton, and other iconic service-focused brands? How can you compare yourself to Amazon, Apple, Ritz-Carlton, and other iconic service-focused brands?

Customer Expectations 135

Customer Expectations Customer Service Training Leadership Article 135

ShepHyken

APRIL 23, 2024

Assuming you have a good product, you want to create processes that are customer- and employee-friendly. The experience must, at a minimum, meet your customers’ expectations. That creates confidence and increases overall customer satisfaction. Connect with Shep on LinkedIn.

Customer Experience 141

Customer Experience Customer Service Training Workshop Advertising 141

ShepHyken

MARCH 30, 2025

The benefit to getting the feedback allows you to understand customers expectations, improve products/services, identify friction, and more. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

2025 71

2025 Article Customer Service Magazine 71

ShepHyken

FEBRUARY 3, 2025

The 2025 Customer Service Transformation Report by Intercom (Intercom) For years, weve tracked gradual changes staffing struggles, rising customer expectations, the shift to digital-first. But AI has turned customer service upside down, forcing every team to rethink how they operate, scale, and deliver.

2025 75

2025 Article Customer Service Loyalty Programs 75

ShepHyken

SEPTEMBER 15, 2021

Our service would be impeccable. . If you think about these answers, they are exactly what customers expect anyway. What would make your customers say, “Wow!” And maybe that idea is so good that customers would pay you for the privilege of doing business with you, even if they don’t have to.? .

Hotels 171

Hotels Customer Service Training Customers Financial 171

ShepHyken

MAY 27, 2020

I recently wrote about the expected experiences gap , where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 134

Customer Service Training Customer Service Information Customer Expectations 134

ShepHyken

MAY 5, 2021

The effort a customer makes to get the problem resolved – hopefully, it’s minimal effort – is ideally rewarded with an acceptable and expected resolution. In other words, if there is a problem, customers expect it to be handled appropriately, and when it is, they are usually happy to continue doing business with you.

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Customer Service Training Customer Service Customer Expectations Information 161

ShepHyken

DECEMBER 16, 2024

Loyalty Programs Are GrowingSo Are Customer Expectations by Ed Crouch, Ben Eppler, Lauren Taylor, Christina Mhlenbein, and Elizabeth Hearne (Boston Consulting Group) This article explains that the incentives companies offer in a loyalty program must go beyond points, perks, and cash. Connect with Shep on LinkedIn.

Article 62

Article Customer Service Loyalty Programs 2024 62

Bill Quiseng

DECEMBER 6, 2021

Highlight your culture by introducing your core values, describing the empowerment processes that employees can use to exceed customer expectations and offering specific stories when employees went above and beyond for your customers. Don’t bore your employees with rote customer service training.

Customer Centricity 195

Customer Centricity Exceptional Customer Service Culture Customer Service Training 195

ShepHyken

MAY 10, 2021

(Fast Company) As the adoption of digital channels skyrockets, the businesses able to thrive are the ones that understand their customers’ needs and struggles. My Comment: I love the way this article starts: “The last 12 months have been a crash course in customer experience for business leaders.” That’s where empathy comes in.

2021 161

2021 Article Customer Service Net Promoter Score 161

ShepHyken

AUGUST 23, 2021

Reducing friction creates efficiencies, not only for the customer but also the business. Customers expect an easy and convenient experience with anyone they do business with. A great product delivered with a great customer experience that is also easy is a winning combination. It’s about customer service training.

Article 19

Article 2021 Customer Service Customer Service Training 19

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Brad Cleveland is a global expert in customer strategy and managemen t.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ShepHyken

JUNE 27, 2018

This is all part of the digital revolution, and the modern customer expects to have a consistent experience regardless of the channel. Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. Then along came emails, then chat, then chatbots.

Customer Service 90

Customer Service Loyalty Customer Service Training Customers 90

ShepHyken

OCTOBER 25, 2021

This article emphasizes that customers may not be so quick to want to use an automated or digital system. Our customer service research indicates that 59% of customers prefer to go to the phone or email over digital channels. Read this article and learn more about what customers expect.

Article 153

Article 2021 Customer Service 2026 153

Bill Quiseng

FEBRUARY 15, 2016

Continually remind your team of the importance of customer service. Day One and Done customer service training is simply not enough. After onboarding, continue to reinforce that message with customer service tips and stories via email, screensaver messages, and periodic refresher customer service training.

Customer Service 92

Customer Service Customer Service Training Customer Satisfaction Hotels 92

ShepHyken

SEPTEMBER 12, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

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Workshop Customer Service Training Customer Service Connections 153

ShepHyken

SEPTEMBER 8, 2024

Nine Areas of Focus for Improved Customer Service Training by Rolling Stone Culture Council (Rolling Stone) Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success. Here are my top five picks from last week.

Article 88

Article 2024 Customer Service Magazine 88

ShepHyken

NOVEMBER 21, 2018

People need to know they can count on your product, not just your customer support department. Customer Service and Support: It’s a given that everyone in your organization will deliver a level of customer service that meets, if not exceeds your customers’ expectations. Follow on Twitter: @Hyken.

Loyalty 130

Loyalty Reference Customer Service Training Customers 130

ShepHyken

SEPTEMBER 9, 2020

Never lose sight of what the customer expects. Meeting that expectation may be all you have to do to surprise and delight. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com.

Customer Service Training 140

Customer Service Training Customer Service Customer Expectations Information 140

ShepHyken

JUNE 19, 2019

Proactiveness: With today’s technological capabilities, why should a customer have to reach out for help to begin with? In many instances, companies can know a customer is having problems before the customer does. Predictive support will soon become a customer expectation. Follow on Twitter: @Hyken.

Customer Service 133

Customer Service Reference Customer Service Training Customers 133

ShepHyken

SEPTEMBER 28, 2016

So, a good way to describe what managing the un-Wow is would be to say… Avoid anything that would take away from the usual, hopefully positive, experience that your customers expect from you. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

2016 131

2016 Customer Service Training Customer Service Information 131

ShepHyken

SEPTEMBER 1, 2021

Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. I challenge you to accept that fact and to do business accordingly.? .

B2B 151

B2B Healthcare Customer Service Training Retail 151

ShepHyken

AUGUST 20, 2024

There are rockstar companies that have taught customers what a good CX looks like, but many companies struggle to create a similar experience. So, consider this idea: Delivering a better customer experience is as simple as consistently meeting customers’ expectations – with an emphasis on the word consistently.

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Workshop Customer Service Training Customer Expectations Customer Service 95

ShepHyken

MAY 31, 2021

Traditional e-commerce, mobile commerce (m-commerce), and social commerce (s-commerce) each have their own customer expectations that merchants must meet in order to stay competitive. My Comment: I’ve said for years that customers keep getting smarter when it comes to customer service and experience.

Article 138

Article E Commerce 2021 Customer Service 138

ShepHyken

AUGUST 26, 2019

Are You Meeting & Exceeding Customer Expectations? Teresa Allen) My new customer service keynote, A 2020 Service Strategy to Grow Your Business focuses on 5 specific strategies. These are the ways to keep a competitor from disrupting your business and stealing away your customers. by Teresa Allen.

2019 113

2019 Article Customer Service 2020 113

ShepHyken

OCTOBER 24, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Workshop 149

Workshop Customer Service Training Customer Service Article 149

ShepHyken

DECEMBER 31, 2018

The statistic that Greg Hanover, the author, shares at the beginning of the article is that (according to PwC), consumers are willing to pay up to 16% more for better customer service. An interesting article on how to meet, if not exceed customer expectations. Follow on Twitter: @Hyken.

2018 103

2018 Article Customer Service 2019 103

ShepHyken

NOVEMBER 9, 2016

Ignoring them on Social Media – The customer’s voice can now be heard by many. Be sure to respond – and do it quickly – to all customers’ comments, good and bad. If there is a problem or question, realize the customer expects an answer quickly, not hours or even days from when they posted or messaged you on social media.

Social Media 128

Social Media Customers Customer Service Training Connections 128

ShepHyken

JUNE 17, 2018

The author of this excellent article uses Southwest Airlines as an example of a company that has created such a great relationship with their customers (passengers) that they give the airline the benefit of the doubt and “cut them slack” when things go wrong. If you want to meet those expectations, there are trends that you can’t ignore.

Article 83

Article 2018 Customer Service Airlines 83

CSM Magazine

DECEMBER 8, 2015

Training and retaining good staff, and understanding, setting and managing customer expectations are among the top challenges facing customer service professionals according to a survey by ASQ, a leading authority on quality. Twenty-nine percent surveyed this year said managing customer expectations was their No.

Customer Expectations 40

Customer Expectations 2012 Social Media Measurement 40

ShepHyken

SEPTEMBER 20, 2017

In other words, it is our customers’ perceptions that determine if we’ve provided good or bad customer service. The customer acts as the judge and jury. As a business, we can only hope that our efforts are in line with our customers’ expectations. Take this week to tweak the service. Talk about it.

Customer Service 113

Customer Service Customer Expectations Customer Service Training Customers 113