ShepHyken

MAY 31, 2021

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad I bet you’ll find keeping your existing customers is far less expensive than acquiring new ones.). by Stephanie Falkner.

Customer Service 342

Customer Service Chatbots Customer effort Scripts 342

ShepHyken

AUGUST 12, 2016

This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. It is also important to hire customer service reps that care, and who already have the personality to succeed in a customer service position. Shep Hyken.

Customer Service 221

Customer Service Scripts Consulting Consulting 221

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

TeleDirect

MARCH 7, 2025

Best Practices in Call Script Design: Crafting the Perfect Balance Between Information Gathering and Personalization Best Practices in Call Script Design play a critical role in delivering high-quality customer interactions while maintaining efficiency in a call center. Key Elements of an Effective Call Script 1.

Scripts 62

Scripts Best practices Personalization First call resolution 62

Contact Center Pipeline

FEBRUARY 11, 2020

Having your scripting online is one of the most important things you can do to ensure the success of your sales and/or customer service agents. Here is why: You can prompt them to ask the right questions on every call. They can capture all the required data fields online in the right format with data […].

Scripts 173

Scripts Call Center Sales Customer Service 173

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

Fonolo

SEPTEMBER 7, 2021

When customers call your customer service line, greeting them with a friendly and easy-to-navigate interactive voice response system is a standard in call center software. It’s also a chance to set the bar for overall customer satisfaction. The Contact Center Playbook for Improving Customer Satisfaction.

Interactive Voice Response 158

Interactive Voice Response Scripts Call Center Abandon rate 158

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

AWS Machine Learning

OCTOBER 16, 2024

With up to 20,000 calls per day, the manual auditing process was inefficient and struggled to keep up with increasing call traffic and rising customer service expectations. To address this, Intact turned to AI and speech-to-text technology to unlock insights from calls and improve customer service.

Customer Service 77

Customer Service Scripts Coaching Finance 77

HelpCrunch

OCTOBER 4, 2022

If you typed “How to write chatbot scripts” in your search box, you must have recognized the value and benefits a chatbot is going to bring to your business. The post Chatbot Script Examples and Writing Tips for Customer Service appeared first on HelpCrunch blog. Indeed, chatbots are huge resource savers [ … ].

Scripts 118

Scripts Chatbots Customer Service 118

ShepHyken

MAY 11, 2021

Applying the Velocity Mindset in Customer Service. How Empathy Accelerates Great Customer Experience. They discuss the impact of empathy in delivering customer-focused service. . When we don’t satisfy our customers sooner (or soon enough), they walk. . “Everybody is in customer service.

Scripts 433

Scripts Customer Service Customer Experience 433

HelpCrunch

DECEMBER 17, 2021

How many times have you asked yourself: “Gosh, can’t I just be Bruce Almighty and handle all customers’ requests faster, no fuss, no muss?” The post Quotidian Customer Service Scripts to Ease Your Workflow appeared first on HelpCrunch blog. ” Been there, done that.

Scripts 118

Scripts Customer Service 118

ShepHyken

OCTOBER 27, 2021

It can seem as if you’re working off of a script, which is okay as long as the customer doesn’t get the sense that you’re working off of a script. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Let me know if I can be of further assistance.

Scripts 385

Scripts Customer Service Customer Support Customer Experience 385

Steve DiGioia

MAY 2, 2022

So, what can pro wrestling teach us about customer service? The Keys to Great Customer Service. We are all well aware that great customer service can only be achieved by: Anticipating the customer’s needs. Focusing on the customer’s safety. Focusing on the customer’s safety. It’s an art.

Customer Service 252

Customer Service Entertainment Morale Scripts 252

ShepHyken

MARCH 6, 2020

That waitress wowed me with her service and her attitude, but the manager’s lack of response almost nullified her customer service savvy. 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.

Customer Service 245

Customer Service Coaching Advertising Scripts 245

ShepHyken

DECEMBER 28, 2018

This week we feature an article by Pradeep Rathinam who writes about how we must understand what the large population of millennials expect when it comes to customer service. – Shep Hyken. They are literally changing the rules of customer service on the fly. Yes, really. Live messaging is where it’s at. Get creative!

Customer Service 261

Customer Service Self service Customer Support Scripts 261

Fonolo

SEPTEMBER 28, 2022

You might have a carefully crafted questionnaire or script for your after-call survey. Introduce surveys by using the customer’s name. FACT: 68% of customers expect empathy from customer service agents. They’re proven to improve customer retention and inform customer service strategy.

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

ShepHyken

NOVEMBER 29, 2017

The first thing I thought when I heard this is that they are teaching employees how to engage with customers by acting out a scripted response. However, there is a different form of acting that is very appropriate for anyone who interacts with their customers… and fellow employees. There is no script.

Scripts 254

Scripts Personalization Customer Service Customer Experience 254

Steve DiGioia

SEPTEMBER 30, 2019

In celebration of Customer Service Week (October 7-11, 2019), this post focuses on the customer service professionals who make it all possible. Others, sadly, haven’t a clue and chase away more customers than they help. Others, sadly, haven’t a clue and chase away more customers than they help.

Customer Service 222

Customer Service Scripts Self service Personalization 222

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

Myra Golden Media

NOVEMBER 30, 2018

This week has been dedicated to customized customer service eLearning for some of my favorite clients. Read on to see how we create custom video training. After the Discovery Discussion, my Content Development team scripts out the training. Well, all of my clients are my “favorite.” Wardrobe is easy.

Customer Service 166

Customer Service Scripts Customer Experience 166

ShepHyken

MARCH 26, 2021

Your audience can perfectly distinguish a real interview from an actor reading scripted answers. The hiring process involves casting the right actors, rehearsing the script, and paying for their services. After reading so many praises about honesty, it may surprise you that I’m about to talk about your video’s script.

Scripts 375

Scripts Sales Marketing Customer Service 375

CSM Magazine

JANUARY 29, 2025

Companies in various industries are using AI to improve efficiency, reduce costs, and provide better service. AI-powered tools, such as virtual receptionists and automated scripts with AI voices, are becoming common. These technologies help businesses handle customer queries quickly and accurately, improving customer satisfaction.

Customer Service 52

Customer Service Scripts Chatbots Wait times 52

CSM Magazine

OCTOBER 15, 2024

To excel in customer service, it’s essential to understand what works and what doesn’t. Here’s a comprehensive list of 21 customer service do’s and don’ts that can transform your interactions and create memorable experiences.

Customer Service 52

Customer Service Scripts Feedback Wait times 52

ShepHyken

APRIL 2, 2018

Each week I read a number of customer service and customer experience articles from various resources. Three Important Considerations for Customer Service Surveys by Paul Selby. CustomerThink) A lot has been written on performing customer service or customer satisfaction surveys.

Customer Service 137

Customer Service Self service Surveys Scripts 137

ShepHyken

JUNE 18, 2021

7 Keys to Successful Customer Service. He writes about the 7 customer service elements that ensure your shoppers stay happy and included. Businesses wouldn’t be anything without their customers’ continuous support. Hire and Train Experienced Customer Service Staff.

Scripts 385

Scripts Customer Service Personalization 385

ShepHyken

NOVEMBER 2, 2017

For example, customers may complain that your competitor ties them into a lengthy cancellation process. Ensure your company makes the termination procedure as easy as possible and short enough to give the consumer enough time to action any bits they need to do, e.g. take a script off their website but still comply with data protection.

Customer Service 192

Customer Service Advertising Scripts Feedback 192

Quality Contact Solutions

JULY 26, 2022

After writing over one thousand call center scripts, we know that there isn’t a single stand-alone ingredient we’d consider the ‘secret sauce’ for creating the perfect script. Instead, scripts are purposeful and serve as a guide to accomplish the objective of the call. No, it doesn’t.

Scripts 98

Scripts Call Center Telemarketing Best practices 98

CX Global Media

SEPTEMBER 11, 2018

Top Customer Service Influencers Give Top Customer Service Tips. Recently Fit Small Business asked a group of the top customer service influencers about their top customer service tips. What was my top customer service tip? What is your top customer service tip?

Customer Service 168

Customer Service Coaching Customer centricity Scripts 168

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. What would you do? You’re all set.

Customer Service 200

Customer Service Scripts Best practices Metrics 200

ShepHyken

DECEMBER 16, 2016

But when the VOC results come in, there’s still a gap between employee performance and customer satisfaction. A satisfying customer service experience hinges on the interaction between the customer and your business. These elements make up the basic checklist of Customer Service Do’s and Don’ts. The result?

Customer Service 204

Customer Service Scripts Feedback Personalization 204

Beyond Philosophy

OCTOBER 28, 2014

Transactional companies might also have a motive to improve the productivity, by tracking stats like how many calls are answered and the average call time per Customer. In many cases, they will also use a Call Center script. Then, no matter how personable and cheerful your people are, or your strategy was, the experience is still bad.

Customer Experience 341

Customer Experience Scripts Customer centricity Consulting 341

Beyond Philosophy

OCTOBER 28, 2014

Transactional companies might also have a motive to improve the productivity, by tracking stats like how many calls are answered and the average call time per Customer. In many cases, they will also use a Call Center script. 4 Ways to Gain Customers’ Trust in Data Security. Why Most Customer Experience Programs Fail.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

ShepHyken

JUNE 21, 2019

Choosing between chatbots and live chat for your customer experience goals means evaluating your customer service and your brand’s values against the expectations of the on-demand consumer. Chatbots are becoming every customer experience professional and marketer’s most prized possession for automated customer interactions.

Chatbots 308

Chatbots Customer Experience Scripts outsourcing 308

ShepHyken

AUGUST 19, 2022

She shares how organizations can improve employee engagement and customer satisfaction. In their recent survey of over 560 agents, they found that agents who stray from their prescribed call scripts are happier in their jobs overall. Agents are the people most familiar with common customer concerns.

Scripts 216

Scripts Customer Experience Employee engagement Best practices 216

ShepHyken

FEBRUARY 23, 2018

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. Otherwise, we lack integrity, employees lose interest, and customer service suffers.

Scripts 233

Scripts Employee engagement Customer Service Customer Experience 233