ShepHyken

SEPTEMBER 8, 2021

An employee can be good at the technical side of the job – and care about the company – but be terrible when it comes to dealing with the customer. I’ve encountered front-line employees in customer support and sales positions who should never have been put on the front line. A couple of suggestions here.

Personalization 424

Personalization Customer Support Sales Customer Service 424

ShepHyken

JANUARY 1, 2021

Especially at times when personalized customer experience-focused companies win. That’s why improving communication in automated support emails is a big opportunity. In this post, you’ll find tips on how to write personalized, positive, clear, and unique emails your customers will love. Shorten the Copy.

Customer Service 406

Customer Service Customer Support Education Personalization 406

ShepHyken

AUGUST 16, 2019

When trust is lacking, the team won’t be as successful because the blindfolded person might be too suspicious and timid to move. Set aside time at the beginning of the game to discuss what the comic will be about and what each person will draw. Did you change communication methods depending on the person you were talking to?

Personalization 242

Personalization Marketing Customer Service Sales 242

ShepHyken

JANUARY 18, 2023

Recently I wrote my annual Forbes article featuring customer service and CX predictions and trends for 2023. 4 on the list was Personalization Gets More Personal. The best marketers have realized that personalization is a way to get closer to the customer – or at least make it appear to be so.

Personalization 171

Personalization Advertising Surveys Customer Service 171

ShepHyken

JULY 22, 2020

I was on a customer support call with a software company and their rep said, “I’ll need to talk to my manager. This is the customer service rep I want to talk to every time I call the company. This is the person I want on my side. This is the person I want on my side. He doesn’t just want to make me happy.

Sales 421

Sales Customer Service Personalization Customer Support 421

ShepHyken

NOVEMBER 18, 2022

She shares the benefits of having dedicated customer support in B2B organizations. The purpose of such relationships is to produce goods by one business, but not for a private person, but for another business. In the case of such a need, the best option is to turn to another company that can provide customer support soft ware.

B2B 185

B2B Customer Support Best practices Coaching 185

ShepHyken

JANUARY 4, 2019

This week we feature an article by Anand Srinivasan who writes about how important it is to have a properly trained customer service team to ensure business success. – Shep Hyken. Customer service is one of the primary drivers of growth in many organizations. Traits that define a great customer service rep.

Customer Service 219

Customer Service Calibration Feedback Sales 219

ShepHyken

JUNE 12, 2019

Here are three of them: Customer service professionals know their job. There is a reason the people in the customer support department are called professionals. They know they are hired to be on the front line and take the metaphorical punch from the customer. They are properly trained. It’s ongoing.

Customer Service 316

Customer Service Personalization Customer Support 316

ShepHyken

OCTOBER 29, 2021

She shares how companies can choose the call center software that fits their customer support teams. In today’s digital world, whether your customers prefer phone support or traditional customer service, effective call center software is essential for smooth functioning. Call routing . Analytics .

call center software 224

call center software Call Center Customer Support Scripts 224

ShepHyken

AUGUST 25, 2021

I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story. The same goes for when I’m transferred to another person. My friend and fellow customer service and experience expert Jason Bradshaw responded that the same thing happens with online chat. The goal is simple.

Average Handle Time 406

Average Handle Time Metrics Customer Support Customer Service 406

Fonolo

OCTOBER 21, 2021

As contact centers across the world continue to recover and adapt from the aftershock of the COVID-19 pandemic, it’s become clear that empathy isn’t just a trend customer support teams need to embrace – it needs to be part of your operational foundations. Why is empathy so important in customer service?

Call Center 177

Call Center Contact Center Scripts Employee engagement 177

ShepHyken

JANUARY 4, 2023

Our customer service research (sponsored by Amazon) found that year over year, customers’ expectations of these basics increased. Personalization Gets More Personal – Today’s customers are experiencing hyper-personalization. A better word for personalization might be individualization.

Customer Experience 372

Customer Experience Customer Service B2C Self service 372

ShepHyken

JANUARY 27, 2021

I was recently asked what three traits I think are most important for someone in customer service to have. I’d like to broaden the topic to anyone dealing with someone else’s problem or question, be it a customer or another person inside the organization, also known as an inside customer. This isn’t easy.

Coaching 381

Coaching Customer Support Customer Service Marketing 381

ShepHyken

JULY 8, 2024

She said a few other words that insulted her coworkers, but I stopped her and said as nicely as I could, “I’m sorry you’re frustrated with the team in the kitchen, but you really shouldn’t complain about them to us.” Customer service is a team sport. There are others who support you and those whom you support.

Accountability 383

Accountability Customer Support Customer Service Personalization 383

ShepHyken

AUGUST 2, 2019

Whether on the phone or in person, it’s important to train your employees the right way to interact with your customers. Customer service is one of the most important parts of doing business. The relationships you create with your customers reflect directly on the success of your business. On the Telephone.

Customer Service 301

Customer Service Customer Support Personalization Management 301

ShepHyken

JULY 7, 2021

I remember the term customer experience being used as a fancy phrase to describe customer service. Some smart person was trying to give a facelift to the term customer service. Not long after that, however, other smart people started using the term customer experience to describe every interaction with a company.

Customer Experience 406

Customer Experience Customer Service Gamification Chatbots 406

ShepHyken

JANUARY 6, 2021

Personalization at a digital level is getting more personal. As sophisticated CRMs (Customer Relationship Management systems) and AI integrate, the data that is generated will help companies create a more personalized experience. Chatbots will do more than just communicate with customers.

Chatbots 431

Chatbots Surveys Self service Personalization 431

ShepHyken

NOVEMBER 10, 2021

Recently I was talking to a customer support rep. She was personable, genuinely cared, and I felt that she understood my problem. Great Customer Service + Confidence = Potential Customer Loyalty . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Support 396

Customer Support Customer Service Personalization 396

ShepHyken

APRIL 26, 2021

My comment: You know I love stats and facts about anything related to customer service and CX. Tricia Morris has compiled a list of nine findings that anyone that has anything to do with a contact center and customer support should be aware of. One of the main points is that customer service is becoming the face of a brand.

Customer Service 369

Customer Service First call resolution Contact Center Best practices 369

Fonolo

NOVEMBER 23, 2021

When you think of the phrase “call center training”, does the word fun come to mind? After all, workplace training has a reputation for being dull with endless PowerPoint presentations and the occasional role-playing exercise. Agent training is more important than ever before. Balancing education and engagement.

Call Center 148

Call Center Abandon rate Gamification Education 148

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Still have questions about call center training? What is Call Center Training? Don’t just pick one.

Call Center 141

Call Center Contact Center Coaching Gamification 141

ShepHyken

AUGUST 21, 2023

To provide exceptional customer service, it is essential to have a dedicated customer support team that is well-trained and equipped with the right tools and technology. Respond quickly and be available through your customers’ preferred channels, such as phone, email, text, and social media.

Customer Experience 156

Customer Experience Marketing Customer centricity Chatbots 156

ShepHyken

OCTOBER 24, 2016

Increasing Sales With Personalized Marketing by Tyler Walton. Clutch) In today’s “show me you know me” marketing world, it’s imperative that brands understand and engage their shoppers on a personal level with personalized marketing. How Nike Is Beating Brands Like Apple and Adidas at Twitter Customer Care by Christopher Heine.

Government 302

Government Customer Service Customer Care Personalization 302

ShepHyken

MARCH 31, 2021

This brings your customers in for a face-to-face discussion, giving you real feedback and the chance to learn your customers’ opinions of your most current offerings. By the way, if you can’t meet in person, you can always do a virtual focus group. The post Get to Know Your Customer Day appeared first on Shep Hyken.

Feedback 406

Feedback Surveys Sales Customer Service 406

AWS Machine Learning

OCTOBER 2, 2024

Personalization can improve the user experience of shopping, entertainment, and news sites by using our past behavior to recommend the products and content that best match our interests. You can also apply personalization to conversational interactions with an AI-powered assistant.

Personalization 130

Personalization APIs Enterprise Entertainment 130

ShepHyken

NOVEMBER 1, 2020

It is the scary reality of what happens when you don’t properly manage your customer service reps – and how to right what is wrong. Poor training and abusive customers – both very scary when mismanaged – are just two of the five topics covered in this short article. You may have been trained on many of them.

Customer Service 286

Customer Service Customer Support Self service Customer Experience 286

ShepHyken

FEBRUARY 10, 2021

The point he was making was that the customer experience begins the moment the customer connects with you, not when they see you on stage or in person. That first time the customer lands on your website or makes a phone call – that’s the opening act. There’s the follow-up, customer support and repeat business.

B2C 348

B2C Entertainment B2B Sales 348

ShepHyken

FEBRUARY 14, 2022

MarTech Series) Redpoint Global, a leading software provider that helps brands deliver revenue-generating, personalized customer experiences, today announced new research revealing trends in brand loyalty and implications around customer experience management. Not just the front line!) Follow on Twitter: @Hyken.

Customer Service 325

Customer Service Surveys Customer Experience Accountability 325

Toister Performance Solutions

NOVEMBER 14, 2024

This plan will help you train employees who serve customers over the phone. It guides you through the Phone-Based Customer Service course on LinkedIn Learning. This includes contact center agents, customer support representatives, and office receptionists. Step 1: Create a training plan. Why is it important?

Customer Service 92

Customer Service Coaching Best practices Contact Center 92

ShepHyken

JULY 1, 2020

If it’s good for the customer, then it’s worth considering. Just be careful you don’t lose the personality of your company. The best companies have figured out the balance between a digital or automated experience and an in-person experience. Many customers want and need to have an interaction with employees.

Self service 419

Self service Consulting Consulting Surveys 419

ShepHyken

JUNE 19, 2019

Our discussion was all about eliminating friction, especially in the customer support world. Simply put, to stay competitive, we must make things easier for the customer. So, here is a list of areas with opportunities to eliminate friction and displeasure for the customer: Duration: How long do we make customers wait?

Customer Service 333

Customer Service Self service CRM Customer Support 333

ShepHyken

MARCH 25, 2019

Retail Customer Experience) Here are three examples of what caring looks like up close and personal. My Comment: My fellow customer service expert and colleague, Chip Bell, shares several excellent examples about taking personalization to a higher level. Human-Centered Customer Support by HubSpot & HelpScout.

Customer Service 293

Customer Service Surveys Customer Experience Customer Support 293

Myra Golden Media

APRIL 23, 2020

And if you have a LinkedIn Learning subscription, this training is already paid for, and your team can get soft skills training right now. If you don’t have a LinkedIn Learning subscription, it’s super easy to get started training your team with my 7-course customer service boot camp. Call Control Strategies.

Customer Service 303

Customer Service Upselling Personalization Customer Support 303

ShepHyken

JUNE 10, 2019

The categories are communication, technical competence, range of services, customer focus and accessibility. I always enjoy learning how rock-star companies amaze their customers. How to train employees to provide customers with memorable experiences by Tara. Follow on Twitter: @Hyken.

Customer Service 301

Customer Service Surveys Customer Experience Feedback 301

Callminer

FEBRUARY 19, 2020

There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. Effectively screening for the best available recruits and nurturing their development into top-notch agents involves considering numerous factors, such as the following: Personality.

Call Center 287

Call Center Accountability Technology Customer Support 287

ShepHyken

JULY 4, 2023

Instead, I focused on how to use the information to efficiently get the correct answer. So, how does this apply to customer service? Many people think that AI will be used to replace customer support agents – and even salespeople. They believe all customer questions can be answered digitally with AI-infused technology.

Customer Service 348

Customer Service Customer Support Technology Personalization 348

ShepHyken

MAY 23, 2018

Customers are grading the companies and brands they choose to do business with, and it’s simply a pass/fail grade, where failure means the customer moves on. The main reasons customers switch are obvious. They are not able to speak to a person who can provide answers. They feel underappreciated.

Customer Service 259

Customer Service B2B B2C Surveys 259