ShepHyken

APRIL 2, 2018

Sales & Happy People, Guaranteed: Customer Support That Works by Lightricks. Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. My Comment: Do you want more sales?

Customer Service 137

Customer Service Self service Surveys Scripts 137

ShepHyken

MARCH 20, 2017

Here are three tips for writing a heartfelt apology to a customer. My Comment: I hate when I’m calling a customer support center for help and the apology for my “inconvenience” is scripted and insincere. As Social Media Evolves, Travellers Demand Joined-up Customer Service by Nick Vivion . It’s simple.

Customer Service 189

Customer Service Scripts Customer Care Sales 189

ShepHyken

JUNE 8, 2018

Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. Stay away from scripts. Meet Mor and Yoni, two of the Lightricks support team all-stars.

Customer Support 197

Customer Support Brand ambassadors Scripts Customer Care 197

Call Experts

APRIL 1, 2021

A Contact center depends on outstanding scripts, team-members, automations, training, and protocols. . What is a contact center script? A script’s goal is to manage the customer experience via detailed, consistent, and productive conversations. Often months beforehand, the directors send a script to their actors.

Scripts 59

Scripts Contact Center Call Center Best practices 59

Global Response

MARCH 27, 2024

An effective call center script balances consistent service quality with personalized customer interactions. The script should serve as a guide rather than a rigid framework. While customer service scripts are incredibly useful and beneficial, they can also be challenging to create.

Scripts 62

Scripts Call Center Customer Service Coaching 62

ShepHyken

MARCH 6, 2020

Read Shep’s latest Forbes article: A PSA For Sales Leaders: Ditch Your Sales Scripts. The post Guest Post: Good Customer Service Is More Than Good PR appeared first on Shep Hyken. Patricia is now virtually everywhere with FrippVT , her interactive, learn-at-your-own-pace, virtual presentation skills training. .

Customer Service 245

Customer Service Coaching Advertising Scripts 245

Callminer

JANUARY 18, 2021

Besides nurturing an omnichannel approach to customer care, organisations should carefully consider the operational aspects of their call centres to ensure it is satisfying as many callers as possible, including adequately addressing customer vulnerability. .” Minimise language barriers with better hires.

Best practices 226

Best practices Call Center Contact Center Scripts 226

ShepHyken

DECEMBER 28, 2018

Some customer support teams are almost 100% dedicated to triage and answers can take days to materialize. This group is also flipping the script when it comes to the preferred communication channel. This is totally unacceptable for this group and is driving automation more aggressively than the Industrial Age! Yes, really.

Customer Service 261

Customer Service Self service Customer Support Scripts 261

CX Global Media

FEBRUARY 8, 2018

But on the outside, the customer cares about the end and is uninterested in the alphabet soup. As a customer with high expectations for excellence, here is my contact center wish list: Conversation, not checklist. I can spot a script a mile away.

Contact Center 189

Contact Center Call Center Coaching Scripts 189

Fonolo

MARCH 16, 2023

Dennis Wakabayashi, CX Expert, Team Wakabayashi: “I see new kinds of data that we’ve never seen before plugging into customer care; digital footprint metrics like number of chats, or number of clicks to the website, or other additional steps in the customer journey. I think that’s where the insight and the wins can be.”

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

AWS Machine Learning

DECEMBER 21, 2023

Despite contact centers being under constant pressure to do more with less while improving customer experiences, 80% of companies plan to increase their level of investment in Customer Experience (CX) to provide a differentiated customer experience.

Contact Center 119

Contact Center Scripts Interactive Voice Response contact center solutions 119

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. be clear about your expectations, communicate regularly and sincerely (scripted messages are over) and embrace transparency and accessibility. Thanks, Dad.

Government 52

Government Customer Care Transportation Benchmark 52

Calabrio

MARCH 5, 2025

A McKinsey survey revealed customer care leaders top growth priorities included customer experience improvement, technology implementation, and identifying revenue growth opportunities. Quality monitoring helps standardize interactions, ensuring adherence to scripts, compliance with regulations, and consistent brand messaging.

Best practices 52

Best practices Coaching Scripts Contact Center 52

Customers That Stick

DECEMBER 15, 2014

The Longest Lasting Emotions in Customer Experience – Research shows when you make your customers sad, they remember for a long time. See what other customer emotions linger. Sell, Sell, Sell in the Contact Center With These Three Customer Care Metrics – Three ways to tactfully sell in the contact center.

Surveys 126

Surveys Customer Care Scripts Contact Center 126

ShepHyken

OCTOBER 23, 2023

Eight Key Communication Lessons That Can Improve Your Customer Relationships by Forbes Councils Member (Forbes) When it comes to communicating with customers, every company has their own way of doing things.

Customer Service 171

Customer Service Construction Contact Center Scripts 171

Kayako

OCTOBER 25, 2017

Our study found consumers are looking for a live chat experience that: Doesn’t keep customers on hold. Non-scripted responses. Businesses still focus on quick response times, even though customers care more about their issues being resolved, even if it means waiting a little longer. Offers high-quality support.

Scripts 84

Scripts Customer Support Wait times Personalization 84

ShepHyken

MARCH 6, 2020

Read Shep’s latest Forbes article: A PSA For Sales Leaders: Ditch Your Sales Scripts. The post Guest Post: Good Customer Service Is More Than Good PR appeared first on Shep Hyken. Patricia is now virtually everywhere with FrippVT , her interactive, learn-at-your-own-pace, virtual presentation skills training. .

Customer Service 156

Customer Service Coaching Advertising Scripts 156

Ansafone

AUGUST 12, 2022

By outsourcing with a Contact Center, property managers are able to take a step back and catch their breath while trained call representatives take the lead in customer care. With professional call agents who have been trained to follow customized scripts, customers are sure to receive the care and respect they deserve.

Answering services 118

Answering services Management outsourcing Contact Center 118

C3Centricity

NOVEMBER 16, 2014

I am sure such behaviour wasn’t specified in his customer service manual; he took the initiative himself. Isn’t it time you let your own customer service people free to best serve your customers? Call Centre Scripts. In most companies interactions with customers are carefully scripted.

Customer Service 89

Customer Service Scripts Customer centricity Airlines 89

Russel Lolacher

JANUARY 25, 2021

I don’t know about you, but I can’t have a trusted relationship with a person or an organization if I don’t feel they care about me, my time, my challenges, my circumstances, etc. Think about any of your personal relationships and how much having someone care about your well-being matters. WHAT TRUST LOOKS LIKE.

Government 119

Government Scripts Personalization Feedback 119

Blueship Call Center

JULY 7, 2023

Whether you like it or not, customers are the heartbeat of your business, therefore providing excellent outsourced customer care services is crucial to its success. We can provide outsourced answering services to assist with your customer service requirements. It is crucial to maintain delighted and happy consumers.

outsourcing 75

outsourcing Customer Service Customer Care Self service 75

Tethr

FEBRUARY 14, 2019

Unlike most companies who try to tighten their control of the frontline (through scripting, “screen pops,” etc.), low-effort companies know that you can’t script your way to victory in this new world. There were also some things that were close enough that the team decided to expand the script to include them in the training set.

Customer Experience 84

Customer Experience Scripts Engineering Customer effort 84

CSM Magazine

NOVEMBER 30, 2016

Customers see progressive companies using multichannel service response systems (e.g. online FAQ, customer care center 24/7/365, access through mobile technology, automated voice response systems, email, and chats) to ensure availability and response to customer needs, wants and expectations.

Customer Service 84

Customer Service Multichannel Scripts Consulting 84

Fonolo

JUNE 30, 2020

Should they be more inclined to customer care? Listing general qualities and aptitudes like “team-player” and “strong communication skills” will make your posting blend in with the rest of the customer service jobs out there. If they’re uncomfortable going off script, they probably won’t last long.

Call Center 136

Call Center Contact Center Construction Scripts 136

TechSee

DECEMBER 5, 2017

This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester. To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customer care processes a boost. .

Contact Center 116

Contact Center Technology Self service Call Center 116

Nicereply

MARCH 28, 2019

Positive words, like “marvelous,” “excellent,” hold a more informal tone and make your customer responses sound more optimistic and upbeat. They are commonly used in positive scripting – establishing communication with customers in order to guide them toward a certain action or mood.

Customer Service 89

Customer Service Consulting Consulting Scripts 89

Call Experts

NOVEMBER 12, 2021

Also, a well-staffed and trained contact center representative will make all the difference in providing stellar customer service during the most crucial shopping season of the year. Deliver Self-Service Tools For Holiday Customer Service.

Customer Service 98

Customer Service Contact Center outsourcing Scripts 98

Comm100

AUGUST 24, 2016

But it might be largely due to your customer care practices. Here’s how you can tell if your customer service, for lack of a better word, sucks. You rarely—or never—have repeat customers. Your customer care staff is bitter and unmotivated. You have an aggressively sales-obsessed customer care strategy.

Customer Service 81

Customer Service Customer Care Scripts Sales 81

Russel Lolacher

SEPTEMBER 3, 2020

Blog Post – transcribe the entire video or take the existing script and reformat the text into a more conversational blog post with sub-headings. , rip the entire voiceover as a sound file. Add a bit of production value to it and host as either a podcast or in a shareable audio format.

Transportation 123

Transportation Education Scripts Engineering 123

Tethr

JUNE 30, 2020

Customer care teams have been using quality assurance (QA) scorecards to measure agent performance for decades. Typical scorecard metrics—did the agent use the proper greeting, say the customer’s name three times, thank them for their loyalty, follow compliance scripts, etc.—might

Customer effort 65

Customer effort Scripts Coaching Metrics 65

Integrity Solutions

JULY 26, 2019

When call center and customer service teams are trained to recite from a script, they spend more time talking about products than listening for cues, asking the right questions and creating true customer engagement. Instead, it’s a by-product of the transactional approach to customer conversations.

Coaching 64

Coaching Scripts Contact Center Call Center 64

Ansafone

JUNE 22, 2022

On top of that, customized scripts can be followed to ensure agents are perfecting the customer experience time after time. These scripts can be updated as needed because we all know sometimes things change! Most can agree that competent customer service representatives are truly the key to creating happy customers.

Scripts 62

Scripts Contact Center Call Center Customer Care 62

IdeasUnlimited

NOVEMBER 15, 2021

Most contact centers maintain a record of things like what customers disliked the most about a product, how they wished it was different etc. When talking to customers, agents can conduct a scripted line of questions in order to judge what customers liked/disliked in any given product.

Customer Service 75

Customer Service B2C Call Center Scripts 75

SharpenCX

DECEMBER 2, 2020

American businesses risk a staggering $494 billion in revenue from poor customer care, according to the 2020 National Customer Rage Study. . With financial losses of such scale on the line, the stakes have never been higher to deliver good customer service in your call center.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

IdeasUnlimited

NOVEMBER 15, 2021

Most contact centers maintain a record of things like what customers disliked the most about a product, how they wished it was different etc. When talking to customers, agents can conduct a scripted line of questions in order to judge what customers liked/disliked in any given product.

Customer Service 75

Customer Service B2C Call Center Scripts 75

TeleDirect

DECEMBER 14, 2023

Advanced Scripting Tools Advanced scripting tools help agents respond to a prospect or customer, ensuring leads are captured and potential clients are moved along the sales funnel in the most efficient manner. Unlike scripts that agents read verbatim and can have a robotic cadence, our expertly trained U.S.-based

Call Center 62

Call Center Technology Interactive Voice Response Brand ambassadors 62

Comm100

SEPTEMBER 1, 2016

The ultimate double-edged sword of customer care. On the one hand, social media provides businesses with a premier location to engage with customers, address emerging problems, and discuss service improvements. If you keep these three principles in mind, even the nastiest customer reviews won’t crimp your social media style.

Scripts 65

Scripts Customer Care Customer Service Personalization 65