ShepHyken

FEBRUARY 12, 2025

I refer to this as Time to Happiness how quickly you can move a customer from frustrated to satisfied. Feedback Is Your Friend: Create processes to continuously gather both customer and employee feedback about AI interactions. If customers are frustrated with certain AI responses, fix them quickly.

Customer Service 86

Customer Service Books Workshop Customer Service Training 86

Integrity Solutions

FEBRUARY 12, 2021

Most companies like to say they provide great customer service and deliver it with integrity, but what does that really mean? Have you created a customer service strategy that defines those expectations? . Implementing A Customer Service Strategy. Get Employee Input To Guide The Strategy.

Customer Service Strategies 75

Customer Service Strategies Customer Service Document Customer Service Training 75

ShepHyken

DECEMBER 10, 2024

Train agents and anyone on the front line dealing with customers when its the right time to end the interaction and how to do so properly. Regardless of how angry the customer is, keep these ideas in mind, and always remember: Youre not trying to win the fight. Youre trying to win the customer!

Workshop 89

Workshop Customer Service Training Customers Customer Service 89

ShepHyken

MARCH 30, 2022

Customers want the basics before anything else. . While, in general, helpful and friendly interactions get customers to come back, here’s another statistic from something more specific, which focuses on complaints. 89% of customers want employees who are kind and helpful. . Let’s approach this from another angle.

Customer Service Strategies 70

Customer Service Strategies Customer Service Customer Service Training Customers 70

ShepHyken

JULY 28, 2021

One of the big concepts we teach in our customer service training programs is the concept of Always. This is the backbone of creating customer amazement. For example, your customers might say: “They are always so helpful.”. Often, they are really just one person the customer is interacting with.

Customer Service Training 167

Customer Service Training Customer Service Customers Customer Focused 167

ShepHyken

APRIL 6, 2025

As that employee looks at the screen, they share knowledge of my prior experience, which enhances this interaction. Smart brands are finding ways to leverage these memories to create experiences that get customers to say, Ill be back! The author then breaks down some key components of the journey and shares some additional ideas.

2025 70

2025 Article Customer Service B2C 70

ShepHyken

JANUARY 20, 2021

What you need is a bullet point list of all the places customers interact with you. Execute: If you take the time to do this right, you’ll have identified a number of interactions. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Now prioritize.

Customer Service 164

Customer Service Customer Service Training Touchpoint Reference 164

Comm100

OCTOBER 11, 2017

This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Give Your Customers More Accurate Help.

Social Media 68

Social Media Customer Service Strategies Customer Service Download 68

ShepHyken

DECEMBER 6, 2023

In a confrontation with a customer, you have a goal: win the customer , not the argument. I’ve written about this before, and it’s worth coming back to this topic from another angle with a different example. First, an interaction with a customer should never result in an argument. Connect with Shep on LinkedIn.

Workshop 155

Workshop Customer Service Training Customers Interaction 155

ShepHyken

MARCH 12, 2024

Manage Every Moment: I have always been a huge fan of Jan Carlson’s Moments of Truth concept, in which every interaction a customer has with a company is an opportunity for them to form an impression. These interactions include advertising, websites, people-to-people, and more. Connect with Shep on LinkedIn.

Workshop 157

Workshop Advertising Customer Service Training Books 157

ShepHyken

FEBRUARY 20, 2024

I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention to.

Metrics 158

Metrics Customer Service Workshop Measurement 158

ShepHyken

SEPTEMBER 19, 2016

Each week I read a number of customer service articles from various online resources. The Customer Service Strategies Behind Zappos’s Success by Sharpen. TCFCR) Here are my ten tips for making customers feel welcome. favorite is the first one, which is to “Give customers hope.”

2016 0

2016 Article Customer Service Culture 0

ShepHyken

OCTOBER 17, 2023

That may be the case for the cat, but it’s not so in the world of customer service. A good customer service rep, salesperson, or anyone interacting with a customer should be curious. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Workshop 150

Workshop Customer Service Training Customer Service Interaction 150

Comm100

AUGUST 29, 2021

Now more than ever, customers are empowered to expect more from businesses and get more in return. Customers expect flexibility across channels and a consistent experience no matter how they reach out. In turn, businesses have adopted omnichannel customer service strategies for engagement. Be customer centric.

Omnichannel 52

Omnichannel Customer Service Strategies Customer Service Social Media 52

ShepHyken

JULY 8, 2024

Everyone must remember their Awesome Responsibility , which is that at any given time, one employee interacting with a customer represents all other employees. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Sports 147

Sports Workshop Customer Service Training Customer Service 147

ShepHyken

AUGUST 12, 2020

When it comes to people interacting with people, that’s probably true. It’s a genuine “thank you” or another comment to share your appreciation for your customer. That’s a great customer service strategy—just be nice! What does it cost to be nice? Some would say, “Nothing.” I’m in the process of writing a new book.

Books 139

Books Customer Service Strategies Customer Service Training Definition 139

ShepHyken

MAY 26, 2021

This is what great salespeople do to prepare for a meeting with a customer or client. This is how anyone delivers a better experience, regardless of whether it’s during the sales process or any other interaction the customer has with people in a company. The lesson: Know who your customer is. He said, “Graphics.”

Sales 150

Sales Customer Service Training Presentation Customer Service 150

ShepHyken

AUGUST 16, 2021

Entrepreneur) The way brands and customers communicate and interact with each other has been changed significantly by social media. My Comment: I’m a big fan of using social media to enhance the customer experience. 3 Projects to Refresh your Customer Service Strategy and Relieve Stress by Laura Krajewski.

2021 98

2021 Article Customer Service Social Media 98

Customers That Stick

AUGUST 11, 2015

So, is Twitter really THE channel for social customer service? In its post, Twitter cites a statistic from Social Bakers which says that 80% of all social customer service interactions occur via the platform. Still, can it be THE channel for customer service? Download it for free here.

Customer Service 138

Customer Service Multi-Channel Omnichannel Customer Service Strategies 138

ShepHyken

MAY 16, 2023

The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. This can include follow-up from the salesperson, dealing with customer service for a problem, or any interaction you have with the company or brand after the sale is made.

Customer Service 122

Customer Service Advertising Workshop 2022 122

ShepHyken

JUNE 28, 2021

Well, that’s exactly what you might experience when you interact with the employees in Arlington, TX. Are You Using these Customer Experience Power Phrases? Linkedin Pulse) Last month, Joseph Michelli shared “5 Things Service Professionals Should NEVER Say.”. by Joseph Michelli, Ph.D. Follow on Twitter: @Hyken.

2021 150

2021 Article Customer Service Government 150

ShepHyken

DECEMBER 1, 2021

If the employee is interacting with a customer, they want to know they are helping to make a difference. . 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.

Healthcare 130

Healthcare Customer Service Training Leadership Feedback 130

ShepHyken

MAY 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.

Sports 136

Sports Hospitality Workshop Reference 136

ShepHyken

JULY 10, 2019

By the way, Carlzon’s definition of a Moment of Truth in business is, “Any time a customer comes into contact with any aspect of your business, however remote, they have an opportunity to form an impression.” That’s every contact and interaction with the company. How does that affect the customer’s opinion of the rest of the plane?

Hotels 131

Hotels Books Document Customer Service Training 131

CSM Magazine

DECEMBER 2, 2024

The COVID-19 pandemic accelerated the adoption of telehealth, with a significant increase in telehealth services under Medicare, illustrating its potential to handle large volumes of patient interactions effectively. Appointment Scheduling Appointment scheduling is a critical aspect of healthcare customer service.

Healthcare 52

Healthcare Customer Service Communication Insurance 52

ShepHyken

SEPTEMBER 26, 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.

Customer Service 142

Customer Service Social Media Workshop Customer Service Training 142

ShepHyken

AUGUST 17, 2022

He had plenty of examples of how various interactions passengers had with the airline’s employees created an experience that made them want to return and do business again. He also discussed how Moments of Truth went beyond employee interactions, such as the impressions from advertising, cleanliness of the planes and more. .

Airlines 136

Airlines Books Advertising Customer Service Training 136

ShepHyken

AUGUST 8, 2023

What experience do your customers have with your website? This is what customers experience when they interact with your company online. We must manage the DX if we want our customers to have a good CX.  These got my imagination going, and I decided to share a few others that I’ve come up with: NX is for the nap experience.

Workshop 117

Workshop Customer Service Training User Experience Presentation 117

ShepHyken

DECEMBER 12, 2016

These are just a few of the ways consumers describe interactions they consider to be “Moments o f Wow” with their favorite brands. You’ll find good information, some stats and facts and insights from some of the top customer service and experience experts in the industry. TeleTech) Memorable. Surprising.

2016 109

2016 Article Social Media Customer Service 109

ShepHyken

MAY 3, 2017

To begin, there are two main ways the phone call could be answered: live or by an Interactive Voice Response system, also known as IVR. Not all Interactive Voice Response systems are created equal. Any friction or extra effort the customer goes through to reach their party starts the call at a deficit. One was great.

Interaction 94

Interaction Customer Service Training Connections Customer Service 94

ShepHyken

FEBRUARY 27, 2017

How Positive Customer Interactions Drive Positive Results by Courtney Simpson. Each party wants to gain value from the interaction. Customer experience (CX) industry leaders understand this — and must create this value for customers as well as their employees. Learn what they are doing right.

2017 75

2017 Article Customer Service Retail 75

ShepHyken

SEPTEMBER 5, 2023

I’m talking about a result that does three things: The customer’s problem, issue or question is resolved or answered. How the interaction is managed ideally leads to the third result, which is the ultimate level of happiness in problem-solving. Connect with Shep on LinkedIn.

Customer Service 91

Customer Service Workshop Customer Service Training Definition 91

ShepHyken

OCTOBER 1, 2023

Speed Doesn’t Equal Success: The Limitations of AHT as a KPI by Othmar Mueller Von Blumencron (VIPdesk Connect) While top-notch products and services remain vital, the spotlight in recent years has undeniably shifted to the customer experience as a pivotal factor distinguishing one brand from another. Connect with Shep on LinkedIn.

Article 70

Article Customer Service 2023 Contact Center 70

ShepHyken

JUNE 13, 2023

My version of this is what I refer to as the Loyalty Question : What am I doing right now that will make this customer want to do business with us again the next time they need what we sell? Every interaction with a customer becomes your CX judgment day, especially when there is a problem or complaint.

Management 80

Management Workshop Customer Service Training Interaction 80

ShepHyken

JUNE 28, 2017

And when that “just a little above average” interaction is something that happens again and again, as in it being consistent, then the customer says, “You are amazing !”. Break down every interaction, or touch point, that you and your organization have with the customer. For information contact or www.hyken.com.

Customer Service Training 103

Customer Service Training Customer Service Interaction Customer Experience 103

ShepHyken

NOVEMBER 15, 2021

Ace Hardware Goes Thanksgrilling in Customer Service Strategy by Judy Mottl. Retail Customer Experience) Ace Hardware is going all out in stores this Thanksgiving to help customers not only find the right grill equipment but also chef tips on making the feast a success. They want proof in the form of ROI.

Article 77

Article 2021 Customer Service Metrics 77

ShepHyken

DECEMBER 12, 2023

It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Sales 99

Sales Customer Experience Workshop Customer Service Training 99