ShepHyken

SEPTEMBER 14, 2022

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). It’s not like companies purposely provide poor customer service.

Customer Service 280

Customer Service Education Customer Experience Personalization 280

ShepHyken

MAY 7, 2021

He shares how brands can make their customers’ digital experiences more personalized. Are you looking to make your digital customer experience more personalized? Live chat software is a messaging platform that allows customers to communicate with ser vice reps in real-time. Maximize team productivity .

Personalization 231

Personalization Customer Experience Chatbots Metrics 231

ShepHyken

NOVEMBER 2, 2022

If every time you contact the customer, be it in person, over the phone, by email, texting, or any other form of communication, and all you do is sell, sell, sell, the customer will tune you out. If you are showing interest in customers outside of their wallets, you’re nurturing relationships. Provide education.

Education 333

Education Personalization Customer retention Sales 333

Callminer

JULY 30, 2020

No company wants to receive complaints about bad customer service, but even companies that strive to create exceptional customer service will occasionally disappoint a customer. Still, responding to complaints about bad customer service can be difficult, even for your best call center agents.

Call Center 265

Call Center Customer Service Scripts Coaching 265

CSM Magazine

JANUARY 28, 2025

Companies vested in customer success turn to education as a way to engage their audience. By sharing their expertise, they empower customers to make the most of their purchase, maximizing results and minimizing regrets. How Does Customer Education Work? How Can Customer Education Benefit Your Business?

Education 52

Education Upselling SaaS Self service 52

ShepHyken

NOVEMBER 25, 2022

She discusses the difference between transactional and relational customer service. Effective customer service should contribute to a positive relationship between the organization and the customer. Beyond convenience, customer service should develop customers’ sense of belonging and recognition.

Customer Service 209

Customer Service B2C B2B SaaS 209

ShepHyken

AUGUST 30, 2021

Each week I read many customer service and customer experience articles from various resources. 10 Companies That Are Moving The Needle in Customer Experience by Comparably. The Difference Between Personalization and Customization in Retail CX by Angelo Coletta. America’s Great Service Crisis by Shelley E.

Customer Service 43

Customer Service B2B Benchmark Personalization 43

ShepHyken

OCTOBER 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer. Great Customer Experience Means Consistent Customer Service by Glenn Pasch.

Customer Service 232

Customer Service Automotive Feedback Customer centricity 232

Customer Service Life

OCTOBER 13, 2020

Reviewing the customer’s history and notes. Empowering the customer. Leaving complete account notes for the next person who interacts with the customer. I was about 12 years into a career in customer service, still trying to figure out what my career would be. Providing accurate information.

Accountability 185

Accountability Customer Service Coaching Contact Center 185

Comm100

NOVEMBER 28, 2022

Now, as we look to the future of customer service in higher education, we see that institutions are expanding on the progress of remote learning tools with new channels for student services. Read on for the top five higher education customer service trends you’ll want to keep on top of.

Education 98

Education Customer Service Chatbots Personalization 98

Help Scout

JULY 15, 2021

When thinking about education, most of us tend to think only about teachers and other administrative staff — frontline workers, so to speak. It makes sense; frontline educators are incredibly important and often underappreciated. In reality, the education ecosystem is like an iceberg: What you see is just a small fraction of the whole.

Education 116

Education Customer Service outsourcing Self service 116

ShepHyken

MAY 7, 2021

He shares how brands can make their customers’ digital experiences more personalized. Are you looking to make your digital customer experience more personalized? Live chat software is a messaging platform that allows customers to communicate with ser vice reps in real-time. Maximize team productivity .

Personalization 176

Personalization Customer Experience Chatbots Metrics 176

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing. Shep Hyken. Positivity.

Customer Service 209

Customer Service Education Customer Support Management 209

CSM Magazine

NOVEMBER 11, 2024

The demand for skilled customer service professionals has never been higher. For students looking to build a rewarding career, customer service management offers a compelling pathway. However, it also offers: Excellent Growth Potential: According to the U.S.

Customer Service 52

Customer Service Management Education Contact Center 52

CCNG

JANUARY 11, 2023

With some of the frustration I’m hearing, you might assume that customer service is taking a hit – particularly when there are daily reports of inflation, an oncoming recession, and the need to cut costs constantly. These same companies found themselves having slow growth and customer service and customer retention issues.

Customer Service 195

Customer Service CCNG Education Self service 195

CCNG

MAY 10, 2023

Despite what industry experts may profess, customer service isn’t getting any better. While customers expect immediate answers to their inquiries, efficient order processing, and fast shipping, there’s no indication that fulfilling these expectations is improving customer service. But I do have my own experiences.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

Myra Golden Media

MAY 27, 2021

Yesterday I held a live Q & A on YouTube, and it was engaging, educational, and energizing! 14:31: How do we move the call to closure when we can’t give the customer what they’re asking? 17:33: How do we convince upper management that our language needs to be personal and not generic in chat and CS response?

Education 333

Education Personalization Management Customer Service 333

CX Accelerator

MAY 15, 2019

While it’s important to adapt to technological change, it’s important also to be able to look at your customer service function and seek to improve what’s there already. But customer expectations are on the rise, and our agents are rarely in the best place to recommend improvements to the customer experience as a whole.

Contact Center 51

Contact Center Customer Service Coaching Education 51

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. QUI CUSTOMER SERVICE LEADERSHIP STRATEGY.

Customer Service 167

Customer Service Education Self service Advertising 167

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization. Here are my top five picks from last week.

Customer Service 216

Customer Service B2B B2C Advertising 216

ShepHyken

MAY 6, 2022

He shares how you can improve your customer service strategy and team to take advantage of the benefits an exceptional customer service function has to offer. Before customer service outsourcing , there was once a time when customer service was largely limited to one-on-one phone calls.

Customer Service 185

Customer Service outsourcing Construction Feedback 185

CSM Magazine

NOVEMBER 12, 2024

Customer service is something you need to get right regardless of the industry you work in, but it’s especially important for lenders. For customers to trust you to provide financial solutions, you need to demonstrate that you’ll provide excellent customer service throughout the lending process.

Customer Service 52

Customer Service Education Feedback Customer emotions 52

CSM Magazine

MARCH 28, 2025

With blockchain technology transforming digital services, Solana is emerging as a new infrastructure for supporting scalable and fast services. While blockchain has consistently been growing, Solana price analysis shows throughout time; its the practical use of this blockchain that aids customer service managers the most.

Customer Service 52

Customer Service Education CRM Healthcare 52

CSM Magazine

DECEMBER 10, 2024

As the market becomes increasingly competitive, offering exceptional customer service has never been more crucial for cryptocurrency companies. Effective customer support helps build trust, ensure smooth transactions, and foster customer loyalty, making it a key differentiator in the crowded marketplace.

Customer Service 52

Customer Service Self service Chatbots Morale 52

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Management 207

Management Customer Service Consulting Consulting 207

Callminer

OCTOBER 11, 2018

In an omnichannel/multichannel environment, many organizations struggle with consistency across channels, so leveraging FCR across channels provides a great metric to ensure that customers are getting real resolutions, regardless of channel. Educating on self-service results in a better customer experience.

Call Center 561

Call Center Metrics Contact Center Wait times 561

CSM Magazine

NOVEMBER 14, 2024

In financial services, customer service isn’t just about addressing concerns; it’s about building lasting relationships. These apps provide a new edge in customer service, enhancing both interaction and satisfaction. Training is critical—not just for customers, but for staff who support them.

Customer Service 52

Customer Service Banking Chatbots Finance 52

TeleDirect

MARCH 9, 2025

In this blog, we will explore why PCI compliance is essential for call centers , how to achieve it, and best practices for maintaining compliance while providing secure and efficient customer service. Building Customer Trust and Brand Reputation Customers expect their personal and financial information to be secure.

Call Center 118

Call Center Best practices Education Engineering 118

CSM Magazine

NOVEMBER 5, 2024

Therefore, let’s see what customer service is doing to recover the wallet and some best practices for avoiding accessibility loss from the wallet. Customer Service is key to Wallet Recovery Bitcoin wallet providers, exchanges and platforms have in most cases set up customer support teams to assist with wallet related issues.

Customer Service 52

Customer Service Education Finance Banking 52

ShepHyken

MAY 1, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: Another one of my favorite topics is customer loyalty. This article covers seven “carryovers” from what helped drive customer loyalty for many companies and brands.

Customer Service 35

Customer Service Customer retention Education Surveys 35

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

CSM Magazine

DECEMBER 5, 2024

In the modern business landscape, creating a diverse customer service team is both a moral imperative and a strategic advantage. In fact, diversity, equity, and inclusion (DEI) are some of the key trends shaping modern recruitment and hiring practices — signaling a vital need for customer service teams to reflect these values.

Customer Service 52

Customer Service Morale Education Enterprise 52

Bill Quiseng

JUNE 19, 2024

Educate with CARE. Serving customers because you HAVE TO is a job. Serving customers because you WANT TO is a passion. Then … Educate with CARE. RECOGNIZE and offer accolades for team and individual accomplishments and acts of service. QUI TAKEAWAY: Don’t hire employees and train them on good customer service.

Education 109

Education Customer Care Marketing Customer Service 109

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Management 182

Management Customer Service Consulting Consulting 182

ShepHyken

MARCH 26, 2024

And in business, Steve Jobs of Apple said, “It takes a lot of hard work to make something look simple.” There is some very practical wisdom in these motivational and inspiring quotes that we can apply to the customer service and CX world. Think of the best customer experiences you have had.

Entertainment 234

Entertainment Education Personalization Customer Service 234

ShepHyken

NOVEMBER 28, 2023

The truth is that as easy as it looks, it’s not easy. The lesson we take from this is that what’s easy for one person is not always easy for another. Someone’s education, training, and experience can make something seem normal or easy for them, but it can still be difficult for someone without the same background.

Technical Support 234

Technical Support Education Advertising Customer Service 234

Bill Quiseng

MAY 2, 2021

While this reactive analysis is critical, it is just as important to embrace a proactive approach, taking as much time examining the positive comments for clues in the experiences that customers raved about in their surveys. Here are three steps you can take to move from reactive to proactive customer service.

Customer Service 136

Customer Service Surveys Feedback Education 136