ShepHyken

SEPTEMBER 30, 2020

Customers also want the customer service representatives they speak with to demonstrate knowledge and expertise—both about the products and services the company provides, and also about the customers themselves. That goes a long way toward creating a great customer experience. Again, common sense.

Customer Service 130

Customer Service Poor Customer Service Customer Service Representative Customers 130

ShepHyken

SEPTEMBER 14, 2022

Even several years before the pandemic began, The American Customer Satisfaction Index found the overall ratings slipping, even with brands most recognized for high levels of customer service. . It’s not like companies purposely provide poor customer service. So, let’s consider what could be behind this.

Culture 112

Culture Customer Service Poor Customer Service Leadership 112

InMoment XI

MARCH 11, 2024

An organization can act on these insights by fixing the existing product or service, and then making sure similar issues don’t appear in the future. As an example, let’s imagine the same financial services firm from earlier experiences a prolonged period of poor customer service due to understaffing or inadequate training.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

ShepHyken

JUNE 24, 2019

The customer service you provide would be… Amazing! Poor customer service can impact more than just those who experience it by Kristen Dalli. Consumer Affairs) Most consumers can relate to either seeing or experiencing poor customer service, whether it’s at a restaurant, hotel, or the grocery store.

Article 118

Article 2019 Customer Service Poor Customer Service 118

Stella Connect

NOVEMBER 29, 2021

The power of capturing and adapting your customer service strategies based on the voice of the customer is undeniable, especially when you consider the immediate impact of just one poor customer experience. 40% of US and UK consumers say they will post about a poor customer service experience online.

Poor Customer Service 84

Poor Customer Service 2021 2022 Consumers 84

ShepHyken

JULY 9, 2018

I enjoyed the author’s sarcastic approach to what companies do to fail their customers. (I I especially like the first one, which is to treat new customers better than your loyal customers.). Poor Customer Service Costs UK Businesses £37 Billion by Stephanie Liais. That’s almost $50 billion USD.)

Article 85

Article 2018 Customer Service Poor Customer Service 85

ShepHyken

JULY 26, 2021

Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR times more likely to say they do not provide excellent customer service and twice as likely to say they do not deliver quality outcomes. 15 Ways To Leverage AI In Customer Service by Forbes Business Council.

Article 108

Article 2021 Customer Service Contact Center 108

Happy or Not

NOVEMBER 13, 2024

Using customer service tools to capture customer feedback at key touchpoints, they collected valuable customer data that provided insight into customer expectations and identified patterns of poor customer service. Read the full case study here 7.

Customer Service 36

Customer Service Hospitality Customer Centricity Sports 36

Integrity Solutions

OCTOBER 5, 2022

But assuming that they are, there’s no information about when the new update will be released, how it will solve the problem or what you should do in the meantime. But even when an issue can’t be resolved, the best reps leave their customers feeling heard, appreciated and more loyal to the company as a result.

Culture 89

Culture Customer Service Customer Service Training Contact Center 89

Lumoa

NOVEMBER 17, 2022

Collecting customer feedback. Below are some more CX trends you can expect in the coming year besides using chatbots and providing information transparency. . Customers can become frustrated with businesses that do not retain their information to aid their customer service efforts.

E Commerce 78

E Commerce 2023 E-support Customer Experience 78

ShepHyken

APRIL 8, 2019

This comes as no surprise, especially if we take into account the rise in today’s customer-centric culture. My Comment: If you want to ruin your customer’s experience, here are five ways to do it. It’s gated, so you’ll have to provide your information (name, email address, etc.), but it’s worth it.

Article 107

Article 2019 Customer Service Hotels 107

ShepHyken

MAY 12, 2019

My Comment: Just as it takes more than just good customer service to keep a customer coming back, a bad customer experience may not cause you to lose customers, either. Counter-intuitive as that may seem, the author is making the case that companies who deliver poor customer service are “most profitable.”

2019 97

2019 Article Loyalty Programs Customer Service 97

ShepHyken

SEPTEMBER 28, 2020

(The Next Web) No matter what kind of business you run, a huge part of your business’ success ties back to your customer service strategy; according to a 2017 Microsoft report, more than half of consumers have stopped doing business with a company due to poor customer service.

2020 80

2020 Article Customer Service Culture 80

ShepHyken

SEPTEMBER 9, 2019

New York Post) Having to stay on hold for too long, being transferred multiple times and dealing with grumpy employees are just some of the poor customer service experiences Americans deal with, according to new research. Here are some strong facts surrounding the good and bad of customer service.

Article 99

Article 2019 Customer Service Loyalty Programs 99

ShepHyken

NOVEMBER 5, 2018

Here’s Why Airlines DON’T Care About Customer Service by Kindra Cooper. CCW Digital) Airlines seem to be above reproach when it comes to poor customer service, and the average air traveler knows it. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Article 85

Article 2018 Customer Service Airlines 85

CSM Magazine

FEBRUARY 12, 2020

Customers can go to various businesses, including online, to buy the same items you sell. If your company provides a better customer experience, consumers will stay. Customer service training is as crucial as learning job requirements and product information. Know Your Customer Needs. Call Recordings.

Customer Experience 52

Customer Experience Call Recording Poor Customer Service Omnichannel 52

Oracle

DECEMBER 19, 2019

We asked CX professionals for their biggest gripes and pet peeves when it comes to service, and here are 10 they listed as most likely to make customers cringe in 2020. Inconsistent information. “It might be day 1 of customer service training but it’s regularly something people get wrong — don’t be rude.

2020 64

2020 Customer Service E-support Poor Customer Service 64

ProProfs Chat

MAY 21, 2020

According to a study by Microsoft, 56% of people around the world have stopped doing business with a company because of poor customer service experience. However, it also indicates that a lot depends on the kind of customer service operators you hire for your business. What is a Customer Service Job?

Customer Service Representative 111

Customer Service Representative Customer Service Communication Leadership 111

ShepHyken

SEPTEMBER 10, 2018

This interview shares some of Mikhail’s most recent observations about how chatbots, AI and digital technology is changing the world of customer service. How to train your agents to avoid these 5 customer service fails by Rhiân Davies. Good information for your support center! Follow on Twitter: @Hyken.

Article 14

Article 2018 Customer Service Social Media 14

ShepHyken

DECEMBER 4, 2017

My Comment: Let’s kick off this week’s Top Five with an interesting concept: That the United States government could provide excellent customer service. The government admits to delivering poor customer service. For information contact or www.hyken.com. Now, that’s an interesting concept!

2017 0

2017 Article Customer Service Government 0