Fonolo

OCTOBER 21, 2021

Emotional intelligence has always been a hot topic in the customer service world. Over the lockdown period, the public turned to their phone lines looking for human support, but instead found contact centers overwhelmed and in disarray, with little time to exercise the comfort and care that today’s consumers want.

Call Center 177

Call Center Contact Center Scripts Employee engagement 177

ShepHyken

JULY 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Is Customer Service The Same As Customer Experience? My Comment: What’s the difference between customer service and customer experience? Here are my top five picks from last week.

Journey mapping 316

Journey mapping Customer Service B2C Big data 316

CX Global Media

OCTOBER 1, 2018

Customer Service Week is an international event held the first full week in October. It’s your time to recognize and rally around the people who support and serve customers. Creating strong customer relationships and solving customer problems every day requires that you learn to perform at your best – and it helps when it’s fun.

Customer Service 50

Customer Service Coaching Call Center Contact Center 50

ShepHyken

OCTOBER 17, 2016

Each week I read a number of customer service articles from various online resources. The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres. Drift) When it comes to being customer-driven, there’s a difference between treating people right and doing everything that people ask.

Customer Service 327

Customer Service Journey mapping Customer Experience Feedback 327

ShepHyken

OCTOBER 1, 2024

If you’re reading this article the day it comes out, then next week – the first full week of October – is Customer Service Week. I refer to this vision as a mantra , which is a sentence or less describing what you want your customers to experience. This is like a massive suggestion box exercise.

Customer Service 241

Customer Service Customer Experience Personalization Management 241

ShepHyken

MARCH 10, 2023

She writes about how companies can adopt a remote workforce and enhance customer service delivery. There’s no doubt that there are challenges to providing remote customer services, but with careful planning, they’re easy to overcome.

Customer Service 306

Customer Service Employee engagement Customer Support Management 306

ShepHyken

JANUARY 18, 2017

Recently one of our subscribers asked me, what traits a person must possess to deliver a good customer service experience. I asked if this was for a customer support rep, and he said no. There is an exercise we occasionally do in our workshops. He was hiring for his IT department. All of the above and more.

Customer Service 236

Customer Service Accountability Personalization Customer Support 236

ShepHyken

SEPTEMBER 14, 2016

I’m very excited to share this concept with you, especially as we approach National Customer Service Week. If you’ve been following me for longer than a year, then you know that Customer Service Week is the first full week of October, and this year its October 3-7. Now, back to the exercise.

Customer Service 323

Customer Service 323

ShepHyken

SEPTEMBER 23, 2019

Each week I read a number of customer service and customer experience articles from various resources. How To Tell If A Customer Service Agent Will Help You by Christopher Elliott. After all, the title is “How to Tell if a Customer Service Agent Will Help You.”

Journey mapping 268

Journey mapping Customer Service B2B Analytics 268

ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. SeesionStack) In this blog post, I’ll focus only on the role customer support plays in a successful marketing strategy.

Journey mapping 280

Journey mapping Customer Service Employee engagement Morale 280

ShepHyken

OCTOBER 21, 2020

Even though I want you to think beyond your competition, you should still do the exercises in this step and the next. You must be able to keep up with your competition, and this exercise helps. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Real estate 397

Real estate B2C B2B Customer Service 397

ShepHyken

AUGUST 8, 2018

Some people are just naturally good at providing great customer service. Just a few weeks ago I went through an exercise and one of the questions was about my “entrepreneurial DNA.” I realized that there was a point in my life that I could look back and say, “That’s when I knew I was passionate about taking care of customers.”

Customer Service 218

Customer Service Finance Banking Engineering 218

Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. For more information on improving the customer experience, download our white paper, Leveraging Emotion to Improve CX & Elevate Contact Center Performance.

Customer Service 273

Customer Service Scripts Construction Feedback 273

ShepHyken

APRIL 28, 2021

This is a great customer service training lesson. So, he calls the dealership’s customer service number, which was actually a support center for all of that brand’s dealerships in the U.S. But you knew that, and let’s all assume the customer service agent knew it, too. He bought a new car. One BIG problem.

Scripts 435

Scripts Transportation Customer Support Customer Service 435

ShepHyken

JANUARY 14, 2019

Each week I read a number of customer service and customer experience articles from various resources. Ten top tips for building a customer-driven company in 2019 by cp2experience. My Comment: Here’s a list of ten strong tips to help you and your organization become more customer focused.

Journey mapping 253

Journey mapping Customer Service Customer centricity Customer Experience 253

ShepHyken

JANUARY 15, 2020

For some cases, you may consider repeating these training exercises and drills every six months. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Support 403

Customer Support Customer Service Management 403

ShepHyken

AUGUST 3, 2018

This week we feature an article by Eugene Aronsky who talks about good customer service versus bad customer service and how proper training and proper knowledge are key to answering any question that a customer may have. – Shep Hyken. Good customer service is essential for a successful business.”

Customer Service 225

Customer Service Call Center Sales Marketing 225

Interaction Metrics

NOVEMBER 21, 2024

Improving customer service is more crucial than ever in 2024. Research shows that customers are 2.4 This blog will explore how to improve customer service, common pitfalls to avoid, and metrics that ensure your efforts are on the right track. Repeat this exercise for at least 10 different customers.

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

Customer Service Life

OCTOBER 13, 2020

It’s a fairly simple set of criteria and I believe that if our customer support team consistently does these things, our company will earn high customer satisfaction marks from our customers. This exercise reminded me of the time when we started this blog back in 2012. History lesson.

Accountability 185

Accountability Customer Service Coaching Contact Center 185

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

ShepHyken

SEPTEMBER 23, 2020

We’re just out there to get some exercise and have fun. What does this have to do with customer service and business? Let’s say you have a customer that is upset. You use your best customer service techniques to calm them down and resolve their problem. That rebound gives you another shot at making a goal.

Customer Service 349

Customer Service Sales Customer Experience Personalization 349

TeleDirect

MARCH 20, 2025

How to Improve Call Center Customer Service How to Improve Call Center Customer Service is a critical consideration for businesses striving to enhance customer satisfaction and build brand loyalty. Use role-playing exercises to simulate challenging interactions. Use positive and reassuring language.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

TeleDirect

MARCH 20, 2025

18 Call Center Tips for Delivering Exceptional Customer Service Delivering exceptional customer service is crucial for maintaining a strong brand reputation and ensuring customer loyalty. Prioritize Active Listening Active listening is crucial for understanding customer concerns.

Call Center 62

Call Center Abandon rate Customer Service First call resolution 62

ShepHyken

JUNE 27, 2023

My comment: This is customer service 101. And when you combine friendly service with a great product, price becomes even less relevant. That doesn’t mean you can’t find ways to simplify the customer experience, your internal processes, and more. Sell it at a fair price. Be nice to everyone. It’s the basics.

Customer Service 328

Customer Service Marketing Customer Experience 328

TeleDirect

JANUARY 17, 2025

Customer Service Skills: How to Handle Difficult Calls from Customers When working at the top call centers in the US , handling difficult calls from customers effectively is one of the most critical skills an agent can master. Key Customer Service Skills for Handling Difficult Calls 1.

Customer Service 71

Customer Service Call Center Average Handle Time Customer emotions 71

Steve DiGioia

JANUARY 6, 2020

Imagine if you could build the ideal customer service agent. What personal characteristics are so important to you, and your customers, that each new hire is required to possess? Go ahead and pick your top 5 traits that you’d choose to build the ideal customer service agent. Do the exercise again.

Customer Service 200

Customer Service Scripts Best practices Metrics 200

Beyond Philosophy

MAY 14, 2015

Parature is a research and advisory firm specializing in communicating service-centric best practices. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance.

Self service 402

Self service Best practices Customer Experience Call Center 402

Myra Golden Media

MAY 7, 2019

In my customer service workshops, I improve the customer experience by challenging employees to consider, “ What else does my customer need to know? ” And then meeting that need without the customer having to wonder, fret, or even ask. What do you think would be helpful for your customer to know at this point?

Transportation 276

Transportation Customer Experience Management Customer Service 276

ShepHyken

SEPTEMBER 19, 2018

We do an exercise in our customer service workshops. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Customer Service 61

Customer Service Customer Care 61

ShepHyken

JANUARY 1, 2020

I’m going to break away from my typical articles about customer service and experience and get personal. I have a little two-part exercise for you to do. The second part of the exercise is to create a plan to repeat them. Personal goals about working out and losing weight seem to be the most popular.

Personalization 274

Personalization Customer Service Management 274

TeleDirect

FEBRUARY 3, 2025

10 Tips for Delivering Exceptional Customer Service in Call Centers Providing high-quality customer service is the foundation of a successful call center. 10 Tips for Delivering Exceptional Customer Service in Call Centers will help agents improve interactions, boost customer satisfaction, and enhance brand loyalty.

Call Center 62

Call Center Customer Service First call resolution outsourcing 62

ShepHyken

MARCH 14, 2022

Each week I read many customer service and customer experience articles from various resources. Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience by Tobias Komischke. If you haven’t done this exercise before, it’s time. Here are my top five picks from last week.

Journey mapping 190

Journey mapping Customer Service Entertainment Call Center 190

TeleDirect

MARCH 13, 2025

Best Practices for Training Call Center Agents for Exceptional Customer Service Best Practices for Training Call Center Agents for Exceptional Customer Service play a crucial role in ensuring customer satisfaction, boosting efficiency, and maintaining a positive brand reputation.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

Myra Golden Media

SEPTEMBER 28, 2017

I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used. If you’d like an excellent training activity that helps employees convey empathy , print off this exercise and facilitate a short discussion with your team.

Customer Service 159

Customer Service Accountability Feedback Customer Experience 159

Peter Lavers

DECEMBER 8, 2017

They continuously invest a large amount in improving customer service by training employees. In this article, we are showing you some of the best customer service training ideas that should refresh your support service and take it to a higher level. #1 2 Role Play Exercise. 1 Active Listening Practice.

Customer Service 171

Customer Service Education Customer Support Personalization 171

ShepHyken

FEBRUARY 6, 2019

My job is to talk to them about customer service. It was Tony Hsieh’s book that inspired Hopkins to write his own culture book, which is a great exercise for an organization to consider. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Accountability 297

Accountability Customer Service 297

CX Accelerator

FEBRUARY 2, 2020

Customer journey mapping, a key exercise in the field of CX, is all about developing customer personas and mapping their experience with your company from start to finish. Key to this exercise is understanding customer thinking, motivation, and behavior. Eric Engwall. The field of psychology is perfect for this.

Customer Experience 320

Customer Experience Journey mapping Entertainment Engineering 320