ShepHyken

MAY 21, 2021

She shares 5 strategies to build a happy and high-performing remote customer service team. Remote working has many benefits for customer service teams but also comes with some challenges. It also has an important role to play in the morale and motivation of team members. Get Communication Right .

Customer Service 351

Customer Service Morale Management Customer Support 351

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. What’s happening on the inside of your organization is felt on the outside by customers. by By Team Survaider.

Journey mapping 274

Journey mapping Customer Service Employee engagement Morale 274

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. Prioritize VIP customers or repeat callers to reduce wait times. Use positive and reassuring language.

Call Center 62

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

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. What is brand advocacy?

Customer Service 403

Customer Service Morale Sales Coaching 403

ShepHyken

DECEMBER 24, 2018

Each week I read a number of customer service and customer experience articles from various resources. How to Provide Proactive Customer Service by Leveraging Customer Data by Michael. This short article has some great suggestions on how and why data is important to the customer experience.

Customer Service 236

Customer Service Morale Coaching Customer Experience 236

Steve DiGioia

MAY 2, 2022

I have many fond memories as a kid watching some of the greats like Bruno Sammartino, Pedro Morales, Andre the Giant, Chief Jay Strongbow, George the Animal Steele, and many more. So, what can pro wrestling teach us about customer service? The Keys to Great Customer Service. Focusing on the customer’s safety.

Customer Service 252

Customer Service Entertainment Morale Scripts 252

ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Do customers really want to take your survey? To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Customer Retention Made Easy by Samir Palnitkar.

Airlines 218

Airlines Customer Service Employee engagement Morale 218

ShepHyken

FEBRUARY 7, 2023

Take the team to lunch – An hour away from the office to enjoy a meal with your team can build better relationships and morale. When good people leave, it can negatively impact the morale of other employees, and when people aren’t happy working for a company, the customers can sense it. That can cause customers to leave as well.

Morale 315

Morale Customer Service Employee engagement 315

ShepHyken

JULY 29, 2024

Each week, I read many customer service and customer experience articles from various resources. Your Customer Experience Game Plan: Olympics Edition by Brittany Hodak (Brittany Hodak) In business, fostering a sense of belonging and enthusiasm among employees can lead to remarkable outcomes.

Customer Service 209

Customer Service Chatbots Morale Self service 209

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 30, 2024

Each week, I read many customer service and customer experience articles from various resources. CX Makeover: 11 Ways to Improve Customer Experience by Ken McMahon (Nextiva) Employees interact with customers every day and are a valuable source of CX knowledge. Here are my top five picks from last week.

Customer Service 209

Customer Service Customer retention Morale Customer Experience 209

CSM Magazine

MARCH 28, 2025

Despite the important contributions they make, many customer service managers experience a nagging, internal doubt known as imposter syndrome. The demanding, fast-paced nature of customer service management can amplify these feelings. Why Do Customer Service Managers Experience Imposter Syndrome?

Customer Service 52

Customer Service Management Morale Feedback 52

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument. Here are my top five picks from last week.

Customer Service 184

Customer Service Morale Customer retention Marketing 184

ShepHyken

FEBRUARY 3, 2021

When a patient – as in his customer – complains about something, he listens and then goes back to his employees, and in a knee-jerk reaction, he berates and punishes them by taking away their incentives. You can only imagine what that does to the morale of the team. And what happens next? The employees quit, which is understandable.

Morale 385

Morale Surveys Management Customer Service 385

ShepHyken

NOVEMBER 19, 2023

Each week, I read many customer service and customer experience articles from various resources. While there may not be anything new here, the ideas are valid and will give you some “food for thought” as you think about how your digital strategies can maintain and build trust with your customers.

Morale 161

Morale Customer Service Chatbots Feedback 161

CSM Magazine

OCTOBER 22, 2024

In today’s competitive environment, exceptional customer service is paramount. Personalization in corporate recognition not only boosts employee morale but also enhances the customer experience. Discover the strategies that can transform your customer service operations.

Personalization 52

Personalization Customer Service Morale Surveys 52

ShepHyken

OCTOBER 9, 2017

Each week I read a number of customer service articles from various online resources. They care about their customers. And, from the story in this article, they give their customers a chance to make things right with dignity and respect. My Comment: I’m a big fan of Stella Service and what they do.

Customer Service 104

Customer Service Morale CRM Customer Experience 104

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

CSM Magazine

OCTOBER 31, 2024

Ramping up your customer service game is easy with training videos – they provide the perfect toolbox for your team to consistently impress customers. Customer service training videos offer several advantages: Consistency: Ensure consistent delivery of training material across all team members.

Customer Service 52

Customer Service Scripts Morale Feedback 52

ShepHyken

FEBRUARY 23, 2021

Quotes: “Advertising that you’re an accessible company that wants to open their doors to everybody, is a positive message that will increase your brand reputation and help ensure that every customer has a positive experience shopping with you.”. Web accessibility is not only the law but a moral imperative.”.

Morale 71

Morale Advertising Surveys Technology 71

Steve DiGioia

JANUARY 7, 2021

I like to call it “ landscaper customer service ”. Whether I’m home or not their service is the same. How Can You Get Landscaper Customer Service? Great Teams = Great Service. What was their morale like? RELATED POST > Bigfoot Customer Service. They come with 3 men.

Customer Service 147

Customer Service Morale Personalization 147

Playvox

MARCH 21, 2024

When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale. The well-being, satisfaction, and motivation of your frontline staff play a pivotal role in shaping the customer experience. All of this leads to better agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

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

Myra Golden Media

JULY 29, 2019

These are all signs that we’re burned out or morale is very low. Listen to some calls from your customer service team and choose the best two or three, and play a portion of these extraordinary calls in your next employee meeting. Look for ways to bring your team together outside of work. Highlight What They Do Well.

Customer Service 184

Customer Service Morale Call Center Management 184

ShepHyken

SEPTEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. Decoding CSAT: What It is and How to Calculate Your Score by Dorcas Adisa (Sprout Social) In this article, we answer everything you need to know about customer satisfaction score (CSAT). Do Your Customers Feel Honored?

Customer Service 188

Customer Service Morale Surveys Consulting 188

ShepHyken

JUNE 14, 2016

John DiJulius on Secret Service & The Customer Service Revolution. John shares ideas from his latest book, “The Customer Service Revolution.” They discuss the radical overthrow of conventional business mentality which is transforming the employee and customer experience.

Morale 212

Morale Consulting Consulting Sales 212

ShepHyken

OCTOBER 11, 2022

Creating Employee Morale Through Gifting. How Happy Employees Translate Into Happier Customers. He shares how companies can use gifts to create employee morale, nurture team connections, and ensure employee retention. The more I invested in my employees, the better my customer service becomes.”

Morale 193

Morale SaaS Personalization Sales 193

ShepHyken

NOVEMBER 25, 2016

This week on our Friends on Friday guest blog post my colleague, Ricky Nowak, shares a customer experience she had recently with a hotel that didn’t exactly go well. It’s a great example of how not to give excellent customer service! So what’s the moral of this story? Shep Hyken .

Morale 284

Morale Coaching Customer Service Customer Experience 284

Steve DiGioia

JUNE 21, 2021

RELATED POST: Where Does the Next Customer Service Superstar Come From? The moral of this story…. The post Please Don’t Discount the Inexperienced appeared first on Steve DiGioia Customer Service Blog. The guest of honor was happy as well as our host. In time, this will improve with more confidence and training.

Morale 299

Morale Customer Service Management 299

Steve DiGioia

OCTOBER 3, 2021

Going Above and Beyond For The Customer. Customer service gurus, trainers, and authors always talk about going above and beyond for the customer and finding ways to create an “experience”. RELATED POST: 3 Things I Learned About Customer Service by Being a Plumber First. The moral of the story is….

Morale 288

Morale Customer Service 288

ShepHyken

APRIL 21, 2020

Hiring the Right Employees to Deliver Exceptional Customer Service. Even a single bad employee can dramatically impact the morale of other employees. But customer service ultimately suffers the most at the hands of a bad employee. Start by Being a Great Place to Work. Shep Hyken interviews Eric Chester.

Morale 283

Morale Surveys Marketing Customer Service 283

ShepHyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter.

Customer Service 166

Customer Service Airlines Metrics Journey mapping 166

CSM Magazine

FEBRUARY 6, 2025

If you lead a customer service team, understanding the nuances of quiet quitting and its implications is essential. Here’s an insightful look into the concept, how it affects customer service, and actionable strategies to combat its effects effectively. How Quiet Quitting Affects Customer Service 1.

Customer Service 52

Customer Service Morale Coaching Surveys 52

CX Global Media

OCTOBER 22, 2018

For many, managing morale and employee engagement in a contact center is a complete mystery. Regardless of how lost you feel now, join Joachim “Joe” Rogers, Senior Director of Customer Care Center for Coca-Cola Bottling Co. His area provided investment guidance and customer service to customers worldwide.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

ShepHyken

AUGUST 29, 2018

My friend and fellow customer experience expert, James Dodkins, has a great way of saying it: If you want to put your customers first, you need to put your employees first, first. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Employee engagement 243

Employee engagement Morale Personalization Customer Experience 243

Steve DiGioia

JULY 27, 2015

We all have read, or written, about the lack of quality customer service in today’s marketplace. Whether it’s because of lack of staff training, poor morale, changing work ethics or a multitude of other reasons, it is a fact that service has changed. This original article was written by Steve DiGioia.

Morale 211

Morale Customer Service 211

Call Center Weekly

SEPTEMBER 6, 2017

I heard more of the same when I called customer service and the rep tried to convince me tiny car was a mid-sized SUV. The golden rule isn’t going to give all the answers, and it’s not a concrete moral guide. Apparently, it was a mid-sized SUV per their system. Try it and see what happens.

Customer Service 327

Customer Service Airlines Morale Contact Center 327