Beyond Philosophy

NOVEMBER 30, 2016

This is, of course, a terrible customer experience. In one case, a Payless customer returned a car and found she had been charged for personal liability insurance that she had repeatedly declined. To learn more about understanding your customers and improving your Customer Experience join one of our training courses.

Consulting 419

Consulting Consulting Customer centricity Customer Experience 419

Beyond Philosophy

APRIL 5, 2017

Of course, we all make mistakes. By offering to resolve any issues, you’re putting the ball in the other person’s court. In a business environment it is clearly preferable to meet in person. In addition, make sure the person you’re apologizing to understands what went wrong. Some of us make mistakes multiple times a day.

Journey mapping 334

Journey mapping Accountability Banking Consulting 334

Toister Performance Solutions

NOVEMBER 14, 2024

It guides you through the Phone-Based Customer Service course on LinkedIn Learning. Phone-Based Customer Service focuses on essential phone skills: Building rapport Exceeding expectations Solving problems The course is ideal for anyone who serves customers over the phone. via LinkedIn Learning) The exercise files from the course.

Customer Service 92

Customer Service Coaching Best practices Contact Center 92

Myra Golden Media

APRIL 23, 2020

If you don’t have a LinkedIn Learning subscription, it’s super easy to get started training your team with my 7-course customer service boot camp. Here are the 7 courses in my Linkedin Learning Bootcamp. This course outlines a simple four-step approach that can be used in variety of customer service settings.

Customer Service 303

Customer Service Upselling Personalization Customer Support 303

ChurnZero

NOVEMBER 11, 2024

When 2023’s Customer Success Leadership Study suggested that 77% of CS teams meet with their customers in person, the finding was met with some skepticism. Yet, 2024’s results reiterate the trend, indicating that in-person customer meetings are here to stay, and that they make a difference. appeared first on ChurnZero.

Personalization 52

Personalization Metrics 52

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. There are many ways to do this — you can send them a personalized email thanking them for their business, or better yet, send a handwritten thank-you letter.

Enterprise 420

Enterprise B2B Feedback Marketing 420

ChurnZero

NOVEMBER 11, 2024

When 2023’s Customer Success Leadership Study suggested that 77% of CS teams meet with their customers in person, the finding was met with some skepticism. Yet, 2024’s results reiterate the trend, indicating that in-person customer meetings are here to stay, and that they make a difference. appeared first on ChurnZero.

Personalization 52

Personalization Metrics 52

Toister Performance Solutions

OCTOBER 10, 2024

For example: Free weekly tips: Customer Service Tip of the Week Training videos: LinkedIn Learning courses Books: Check out some of my favs Step 2: Build informal training skills Most trainers start informally. I sought out every opportunity to train over the course of several years in various jobs. Take a train-the-trainer course.

Customer Service 102

Customer Service Coaching Feedback Personalization 102

ShepHyken

JULY 7, 2021

Some smart person was trying to give a facelift to the term customer service. Of course, their customer service skills must be at the highest level when dealing with unhappy customers and solving problems. That’s a great – and even fun – experience, but there is much more to it than that. First, a little history.

Customer Experience 395

Customer Experience Customer Service Gamification Chatbots 395

Beyond Philosophy

JULY 14, 2022

Of course, it must be appropriate and provided at the proper time. Here’s a great example of this type of humor from Studio C featuring Scott Sterling’s face : A lot of sarcasm, especially barbed sarcasm where the other person doesn’t pick up on it, would be an example of humor inspired by the Superiority Theory.

Coaching 413

Coaching Consulting Consulting Personalization 413

Beyond Philosophy

NOVEMBER 29, 2018

Of course, Patagonia wants to sell jackets, so this was really an ad designed to get the message out that environmentalism is essential to their organization. They include: Connect with shoppers: In-person is different than online for obvious reasons. You know that personal connections between people happen with emotions.

Customer Experience 419

Customer Experience Benchmark Advertising Personalization 419

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 323

Customer Service Surveys Accountability Customer Experience 323

Beyond Philosophy

SEPTEMBER 11, 2017

Effective communication is the lifeblood of any relationship, whether it’s between individuals, informal groups, within companies, between leaders and the people they govern, and, of course, between companies and their customers. Talk to them about what they want to discuss, not what you want to foist on them.

Advertising 384

Advertising Consulting Consulting Government 384

ShepHyken

FEBRUARY 13, 2019

Of course, you can consider an email or text message. A thank you video: If you send a short, personalized video – even something as simple as from your mobile phone – you’ll make the point. The key is that it must be personalized. Send a thoughtful gift: By a thoughtful gift, I mean one that is very personalized.

Personalization 319

Personalization Customer Service 319

ShepHyken

OCTOBER 9, 2019

Before I get to the story and the lesson, let me give you some insight into my personality. 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.

Personalization 293

Personalization Customer Service 293

Beyond Philosophy

OCTOBER 29, 2020

I was with a big corporate telecom at the time, and we went on a training course for Total Quality Management. It should come as no surprise that when it was time to go live, their sector wasn’t ready because that senior person convinced everybody that it wouldn’t work. I would j sit out on the floor with everybody else.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Beyond Philosophy

SEPTEMBER 20, 2018

If you don’t have a long-time mate that you have had this exchange with personally, then you at least know how to answer this query from TV and movies. Your employee gives it to them, of course, but leaves out the fact that they can’t have it by the time they specified or that it costs more. However, we all know the right answer here.

Construction 341

Construction Consulting Consulting Customer Experience 341

Beyond Philosophy

MAY 22, 2017

On the other hand, a good social media management strategy can enhance the public’s perception of the business – again, even when they have no personal engagement experience with your brand – and improve the Customer Experience. Getting Personal.

Consulting 360

Consulting Consulting Feedback Personalization 360

ShepHyken

APRIL 2, 2019

The Interview with Jeff Toister: It’s difficult to not take angry customers personally. He has also created video-based training courses for LinkedIn Learning (a.k.a. How can I not take angry customers personally? The instinct is either fight or flight, neither of which is helpful in a customer service situation. Lynda.com).

Customer Service 323

Customer Service Personalization 323

ShepHyken

OCTOBER 24, 2023

First, you have to be the kind of person who innately knows you should do something right, even if it isn’t expected. The answer, of course, was the same guy who fixed everything around the office. I jokingly asked him, “Was moving patio furniture included in your job description?” By the end of the day, it was fixed.

Customer Service 366

Customer Service Personalization Customer Experience 366

ShepHyken

MAY 20, 2020

My friend Stacy Sherman , head of customer experience at Schindler Elevator Corporation , is personally dedicated to “humanizing business.”. For example, when our clients buy our online customer service courses , we onboard them through a Zoom call. She recently responded to one of my tweets, which was the creative spark for this post.

Customer Service 365

Customer Service Customer Experience Personalization Customer Care 365

ShepHyken

MAY 29, 2019

My take on this is that no matter how tough the day is, tomorrow is another day… and of course, the sun will rise. And, of course, the sun will rise. It applies to us in our personal lives, but also in the business world, especially in customer service. I’ve written and spoken about how bad days only last 24 hours.

Customer Service 293

Customer Service Personalization 293

Beyond Philosophy

NOVEMBER 2, 2016

Someone traveling on the company dime may not care about a resort fee, but a person who was already over budget is going to feel cheated. When it comes to hotel fees, unexpected expenses can mean different things to different guests. Share your reaction in the comment box below.

Advertising 419

Advertising Consulting Consulting Customer Experience 419

TechSee

NOVEMBER 27, 2024

Let’s dive into the four key ways to improve customer experience, with 19 specific suggestions across the three: Key Concept 1: Enhance Service Interaction Providing personalized and efficient service interactions is pivotal in enhancing customer satisfaction and building enduring relationships with clients.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

ShepHyken

DECEMBER 27, 2019

A person’s name is to him or her the sweetest and most important sound in any language.”- You’ll read a lot about using the customer’s name in articles written about how to provide a personalized experience. If a person is disingenuous when trying to make a connection. Use their name. “A Dale Carnage.

Personalization 353

Personalization Customer Experience Customer Service Marketing 353

Beyond Philosophy

MAY 14, 2020

So, Ahearn says that persuasion is about changing behavior to something the person probably would not do in the absence of your ask. Ahearn says where people make a mistake is by trying to get the other person to like them. Of course, we don’t always meet the people we are interacting with face-to-face.

Consulting 419

Consulting Consulting Personalization Accountability 419

ShepHyken

MARCH 3, 2021

The anger and hostility toward the airline – and unfortunately toward the person working the counter for the airline – can be felt in the air. Of course, they sent me a final message confirming the luggage was delivered. None of us in that office are happy to be there. Apparently, those were the old days.

Airlines 382

Airlines Customer Service Personalization Management 382

Myra Golden Media

DECEMBER 13, 2018

When a retail employee merely hears a customer—instead of actively listening to them—they’re less able to determine precisely what that person needs. Take a look at the course introduction here. Poor listening often leads to customer frustration. Duration: 18m 47s.

Sales 266

Sales Upselling Personalization Customer Experience 266

Steve DiGioia

JUNE 25, 2020

Of course, we must apologize, show empathy, and be sincere, but here are 5 additional ways… Get all the facts, make sure you left nothing out. Inform the customer that you are the person that will assist them – and see it through to the end.

Personalization 290

Personalization 290

TechSee

NOVEMBER 4, 2024

For example, face identification can be used to confirm that a person matches their photo ID. Generic Classification: Categorizes images into broad categories, such as identifying whether an image contains a person, a car, or a landscape. Large Visual Models: Utilize generative AI to understand or interpret an image.

Telecommunications 109

Telecommunications Personalization Customer Experience Technology 109

ShepHyken

AUGUST 3, 2021

And then, of course, are you focusing on delivering an excellent customer experience? – Mass personalization happens in places all around us. What is mass personalization? It’s like they’ve left the other companies in the dust. – Do you have a digital business model? And do you have digital monetization?

Customer centricity 296

Customer centricity CRM Enterprise Personalization 296

ShepHyken

JANUARY 19, 2022

It could be something small – just something that proves the other person was thinking about you. . And of course, I love surprising others. It doesn’t even have to be a big surprise. Has this ever happened to you in business? I receive surprise appreciation gifts from clients.

Transportation 331

Transportation Customer Service Personalization Customer Experience 331

Beyond Philosophy

JANUARY 23, 2017

Each passenger will receive a personalized token that can be worn around your neck, on your wrist or carried in your pocket. The sensors interact with 4000 high res screens throughout the ship to provide personalized recommendations. And it uses that information to predict what you’d like to do next. Share your thoughts below.

Technology 344

Technology Big data Customer emotions Consulting 344

ShepHyken

APRIL 30, 2021

Modern customers want real-time interactions that are personalized and consistent. For instance, Betterment, an online investment advisor, uses proactive chat invitations to provide personalized financial services to new clients, helping them invest with confidence. . Customer Service Trends For 2021 .

Customer Service 371

Customer Service Chatbots Analytics Upselling 371

Myra Golden Media

DECEMBER 30, 2019

One person shared, “You have to sound confident and solid. At one point in the conversation, someone said – and every single person agreed with this – “Don’t be a doormat. In my De-escalating Intense Interactions course for LinkedIn Learning , I’ll show you how to choose words that create calm with an upset customer.

Personalization 246

Personalization Call Center 246

ShepHyken

AUGUST 16, 2023

I wasn’t sure what, but the amount of time he spent talking to the person on the other end of the intercom took much longer than it should have. I waited for the person to welcome me and ask what I wanted. After several minutes, I realized something else was going on. Eventually, he pulled around to get his food. It was now my turn.

Customer Service 296

Customer Service Personalization Customer Experience Management 296