ShepHyken

AUGUST 20, 2021

Of course, it is vital to make sure that you or other representatives on your team provide excellent help whenever customers email or call with questions about your business offerings. This continual repeat business can be key for catapulting your company into greater levels of success! Build a Referral Program.

Enterprise 424

Enterprise B2B Feedback Marketing 424

ShepHyken

JULY 12, 2021

The Observer) Now, in order to submit an application to Fordham, all students are required to take Customer Service Competency, a course soon to be offered in most high schools. Well, Fordham University takes this concept to the next level, requiring the course to be taken before admission. Out of 1,000 consumers, 65% said, “Yes.”

Customer Service 344

Customer Service Entertainment Coaching Self service 344

Beyond Philosophy

JUNE 22, 2018

Of course, to be fair, many of us get a medium drink at the restaurants I mentioned because it’s part of the ‘value meal deal’ However, you still have the option to go large, and many of you do not because it is too extreme. Of course not. In that case, you might make a different choice! Does this work every time?

Sales 360

Sales Consulting Consulting Customer Experience 360

ShepHyken

JULY 30, 2021

To start providing the service, you may need to pay for online courses or take an exam to get a certification , but it will definitely be worth it! Also, get certified or take an online course that will enable you to start offering a whole new service your clients need. is the founder of CMA Exam Academy.

Finance 405

Finance Enterprise Coaching Consulting 405

Cisco - Contact Center

NOVEMBER 1, 2024

If you’ve ever been to Cisco Live and seen the booth with a display for you to pick locks, then you know about the Cisco Advanced Security Initiatives Group (ASIG). We are chartered with security testing and ethical hacking for all Cisco products and services, whether in the cloud or on-premises. Anything Cisco sells, we […]

98

98

CCNG

JUNE 29, 2022

And of course we talk travel with a heartwarming story of being welcomed into homes across Cuba and how to be a traveler in your own city.

CCNG 369

CCNG Contact Center Surveys Customer Experience 369

ShepHyken

SEPTEMBER 30, 2020

And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. The responses we got were pretty common sense (but of course, common sense isn’t always so common!). This year it’s October 5-9. That goes a long way toward creating a great customer experience.

Customer Service 334

Customer Service Surveys Accountability Customer Experience 334

Beyond Philosophy

JULY 24, 2019

Of course, many people thought that it should have been a lot more. Of course, it makes sense from their perspective. Then there was the Cambridge Analytica scandal and, of course, their practice of collecting data about us without our knowledge of what they accumulate and how they use it. I count myself among them. .

Customer centricity 348

Customer centricity Government Morale Advertising 348

ShepHyken

SEPTEMBER 2, 2020

Some people say that the term “client” implies a long-term relationship. Isn’t that what you want with all of your customers—a long-term relationship in which the customer continues to pay for what you sell? Then there is the term “guest.” I get that you may be a guest of a hotel or a restaurant. Most people would call them customers.

Customer emotions 410

Customer emotions Customer Experience Customer Service 410

ShepHyken

DECEMBER 26, 2023

Of course, you have, and I’ll bet you didn’t like that surprise. Be more transparent – Don’t hide important information in “fine print.” Be open about policies and anything you know the customer might question or simply not like. Have you ever been hit with a surprise fee? You don’t want your customers to say, “I’m disappointed.

Customer Service 413

Customer Service Accountability Customer Experience 413

ShepHyken

SEPTEMBER 29, 2021

Disney Institute teaches the Disney way in the form of courses on customer service and experience, leadership, and more. They became so good that other companies, completely unrelated to the hardware and home improvement industry, wanted to learn their secrets. . Other brands have gone down this path.

Customer Service 410

Customer Service Customer Experience 410

ShepHyken

SEPTEMBER 16, 2020

The focus, of course, was on customer service and experience. I recently wrote an article in Forbes about how to get customers to pay more. Research has irrefutably proven that customers will pay more for a better experience.

Customer Service 427

Customer Service Coaching Technology Customer Care 427

ShepHyken

OCTOBER 10, 2023

Of course, every company, Disney included, has to be somewhat competitive with compensation and benefits. There are companies, like Disney, that have achieved that. The Disney culture is so powerful that people love the company more than a higher paycheck from another employer.

Customer Experience 398

Customer Experience Customer Service Sales 398

ShepHyken

JANUARY 15, 2020

Of course, the follow-through is just as, if not more, important. If you find yourself in this situation, the first step is to inform the customer that such statements are taken seriously and that you will be informing the proper authorities. It’s important to make this statement with as much concern and empathy as possible.

Customer Support 405

Customer Support Customer Service Management 405

ShepHyken

JULY 7, 2021

Of course, their customer service skills must be at the highest level when dealing with unhappy customers and solving problems. It’s a philosophy to be embraced by every employee, from the CEO or owner to the most recently hired. It’s how you interact with people, both your internal and external customers.

Customer Experience 405

Customer Experience Customer Service Gamification Chatbots 405

ShepHyken

MARCH 17, 2021

Of course, he was joking. The manager said, “I thought so, too, but we were able to do a simple repair. Hey, if you want to spend a few hundred dollars on a new tire you don’t need, I guess we can sell one to you.” I was appreciative, and that’s why we keep going back. So, what can we learn from these examples?

Sales 434

Sales Customer Service Management Customer Experience 434

ShepHyken

FEBRUARY 19, 2021

Of course, there are positives to being in a customer service team; they get to see the many successes of the business and it can feel rewarding when working directly with customers. Obviously, in business we put a lot of time and energy into our customers, they are the ones detrimental to your company of course.

Customer Service 343

Customer Service Employee engagement Morale Feedback 343

Myra Golden Media

OCTOBER 20, 2021

I have a free De-escalation Mini-Course to help you and your team navigate challenging interactions. When in doubt, reach out to your manager. Watch my video to see my complete answer on how to handle customers in distress. Continue the conversation with me? Learn more. .

Customer Support 295

Customer Support Management Customer Experience 295

ShepHyken

DECEMBER 18, 2019

Of course, you should share the best of the best. Here’s to 2020 being your best year yet, filled with revenue, profits and, of course, amazing customer experiences! Have a contest to see who can deliver the best experience to an external or internal customer. Don’t forget that customer experience starts with employee experience.

Customer Service 326

Customer Service Customer Experience Marketing 326

ShepHyken

JUNE 16, 2021

Of course, we told him about ours. Including the employees’ passions makes for even better conversation starters that get team members excited about sharing what is important to them with their customers or guests. After all, passion isn’t small talk. Case in point, our server was so excited to tell us about his family.

Customer centricity 380

Customer centricity Customer Service Customer Experience 380

ShepHyken

OCTOBER 9, 2019

Maybe that’s the reason I’m so focused on creating amazing experiences for my clients and my clients’ customers—and, of course, everyone else. Of course, there can be legitimate reasons for tardiness. I’m a people-pleaser. I like to make everyone happy. It was my father who taught me about being on time.

Personalization 303

Personalization Customer Service 303

ShepHyken

JANUARY 13, 2021

Of course not. She took the very next flight to Hawaii, returned the laptop to the guest and returned on the next flight back to the states. Horst admits that that was, to use his exact word, “Crazy,” but he also said it was what she was taught to do. Did she get in trouble? Was she told what to do next time?

Customer Service 395

Customer Service Customer Experience 395

ShepHyken

AUGUST 31, 2020

The Ultimate Guide to Online Learning Courses For Customer Service by Sunny Dhami. I might add that you have to be good at dealing with problems, which may be one of the reasons that the customers become loyal in the first place. Because they know they can count on you.

Customer Service 288

Customer Service Advertising Customer retention Customer Experience 288

ShepHyken

OCTOBER 24, 2023

The answer, of course, was the same guy who fixed everything around the office. By the end of the day, it was fixed. If I don’t do it, who will? I knew who did it, but I still asked loud enough for others to hear, “Who fixed the weekly quote?” I thanked him and asked him why he handles things like this.

Customer Service 380

Customer Service Personalization Customer Experience 380

Beyond Philosophy

OCTOBER 5, 2023

So, naturally, they are concerned about this course of action, too. Of course, the movies aren’t the only ones charging processing fees; Ticketmaster has taken this to a new level. However, people are not huge fans of additional fees. It’s been a debate for them, so they implored my podcast partner and me to help them.

Airlines 379

Airlines Consulting Consulting Education 379

ShepHyken

APRIL 15, 2020

Of course, there is a time and a place for this type of humor. Rather than give the “fine print” a legal heading, they entitled it, “Covering Our Butts.” That drew attention to it, and guess what? More people read it. The point is, you can take a lighthearted approach to serious issues and get some great results.

Entertainment 377

Entertainment Customer Experience Customer Service Employee engagement 377

ShepHyken

FEBRUARY 5, 2020

Of course, you don’t want to run out of gas in the middle of the desert! Norman Beck—my friend and faithful reader of The Shepard Letter —and I were talking about this idea and he shared another way of looking at it. In his words, “It’s like the last gas station you’ll see for miles as you enter the desert.

Customer Service 377

Customer Service Customer Experience Customer Care 377

ShepHyken

MAY 20, 2020

For example, when our clients buy our online customer service courses , we onboard them through a Zoom call. When you proactively reach out and talk to a customer to check-in, touch base or just let them know you’re there for them, it goes a long way toward creating peace of mind , which is another form of confidence.

Customer Service 374

Customer Service Customer Experience Personalization Customer Care 374

ShepHyken

OCTOBER 13, 2021

Of course, the customer may ask you something related to business, but that’s on them, not you. . Of course, there are many more ways to communicate with your customers. Don’t tell them about the new product you have. Save that for a sales call. This is just a touchpoint with your customer that is all about them.

Real estate 279

Real estate B2B Customer Service Sales 279

ShepHyken

JULY 23, 2021

You can even generate user performance profiles and course performance profiles, and award automated certificates to learners who successfully complete their training. . For example, you can create tests and surveys with automated grading and also see visual reports that are easy to understand. Simplify Employee Skill Development .

Feedback 414

Feedback Surveys Management Employee engagement 414

ShepHyken

MARCH 3, 2021

Of course, they sent me a final message confirming the luggage was delivered. Messaging is apparently the new way to deal with lost luggage. Furthermore, throughout the day I was sent updates from the airline until the luggage finally arrived that day. I realize that sometimes the luggage is really lost.

Airlines 394

Airlines Customer Service Personalization Management 394