ShepHyken

AUGUST 5, 2020

Diane is president and regional general manager at Univision. This is similar to an exercise that we do in our customer service workshops. Here is something interesting related to the “how often” question in our workshops. What responses you get from Diane’s question or our workshop exercise will vary.

Customer Service 410

Customer Service Customer Experience Management 410

ShepHyken

JANUARY 14, 2025

You cant expect employees to treat customers any differently than they are treated by the management and leadership of the organization. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Customer Service 176

Customer Service Feedback Personalization Customer Experience 176

ShepHyken

OCTOBER 3, 2023

Actually, I believe in the opposite, and it’s one of the concepts we teach in our customer service training workshops. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. It is this: The customer is NOT always right. …

Customer Service 397

Customer Service Customer Experience Management 397

ShepHyken

DECEMBER 9, 2024

He shares an interesting concept about customer asset management, which takes advantage of the link between satisfied customers and brand loyalty, helping to build a stronger relationship with customers that protects them from competitive challenges and more. Connect with Shep on LinkedIn.

Customer Service 185

Customer Service B2B Sales Self service 185

ShepHyken

MARCH 3, 2025

I like this article because it reminds us of the basics of CX and includes compelling information that reminds us why we need to relentlessly focus on managing CX. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

Customer Service 201

Customer Service Customer advocacy Healthcare Consulting 201

ShepHyken

MARCH 24, 2025

BONUS Top Reads to Boost Your Contact Centre Leadership Skills by Stephanie Lennox (Call Centre Helper) As a contact centre leader, youre always managing a fast-paced environment while also ensuring your team delivers exceptional service. Connect with Shep on LinkedIn.

Customer Service 185

Customer Service Healthcare Customer Experience Contact Center 185

ShepHyken

JUNE 9, 2021

In our customer service training workshops , we provide a number of tactics to manage these difficult customer situations. Before I get into the specifics, remember that when angry customers have their problems managed appropriately, they can become your best customers. You’re not trying to win an argument.

Customer Service 389

Customer Service Management Personalization 389

Myra Golden Media

FEBRUARY 24, 2022

I facilitated five live digital De-escalation workshops last week. If employees are now having to take on many unexpected roles—therapists, cop, conflict-resolution negotiator—then workplace managers are acting as security guards and bouncers to protect their employees.” Myra Golden. The New York Times said that.

Personalization 334

Personalization Management Customer Service Customer Experience 334

ShepHyken

JULY 8, 2024

When mistakes occur in the workplace, especially in customer-facing roles, the manner in which employees manage these situations can impact a customer’s perception of the business. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Accountability 368

Accountability Customer Support Customer Service Personalization 368

ShepHyken

MAY 30, 2023

2 to manage the wait time new patients experience. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Slutsky has masterfully used option No. Connect with Shep on LinkedIn.

Wait times 401

Wait times Marketing Customer Experience Customer Service 401

Myra Golden Media

APRIL 1, 2019

You can take the three easy steps I teach in my workshops to keep some customers from escalating. I can certainly understand why you’d want to speak to my manager. Put together, here’s how the 3R works when customers right away ask to talk to a manager. “I Recognize/Acknowledge. But, my job is to fix problems.

Management 226

Management Call Center 226

Myra Golden Media

OCTOBER 20, 2021

People in my workshops ask, “What do I say when a customer threatens suicide?” When in doubt, reach out to your manager. ” Customers in distress are stressful for customer support teams. Understand this. You’re not trained to handle people in crisis. You’re not trained to handle people in crisis.

Customer Support 295

Customer Support Management Customer Experience 295

ShepHyken

SEPTEMBER 12, 2023

I also noticed that the manager thanked him for being the “hero of the moment.” When our server had dried off and returned to our table, I had to ask him, “When you applied to the job, was moving patio furniture in the rain included in the job description?” He came back drenched. Connect with Shep on LinkedIn.

Customer Service 380

Customer Service Customer Experience Management 380

ShepHyken

MARCH 12, 2024

The personality comes from the top and makes its way through the entire organization, eventually being felt by the customers. Manage Every Moment: I have always been a huge fan of Jan Carlson’s Moments of Truth concept, in which every interaction a customer has with a company is an opportunity for them to form an impression.

Personalization 393

Personalization Advertising Feedback Customer Service 393

ShepHyken

SEPTEMBER 19, 2023

That’s where Amazon learned to play great defense, typically managing complaints or issues so well that the company has earned a reputation for amazing customer service. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 362

Customer Service Coaching Customer Experience Management 362

ShepHyken

JUNE 13, 2023

The point of all these ideas – 30 days, one year, or even today – is about managing the moment , whether it be multiple moments over an extended period or the moment you’re experiencing right now. We must be focused and attentive to what’s happening at that moment.

Management 201

Management Customer Service Personalization Customer Experience 201

Beyond Philosophy

OCTOBER 8, 2020

For example, I was running a workshop for a client in the mobile communications market. The VP of customer service was late and came into the workshop after about an hour looking fraught. In another client situation, I spoke with a senior manager at a water utility we were consulting. Second, there is a lost opportunity cost.

Consulting 434

Consulting Consulting Call Center Advertising 434

ShepHyken

NOVEMBER 20, 2020

Consider having on-site training workshops by customer service experts. The workshops are customized to meet the unique needs of your employees. A lack of regular feedback between employees and managers leads to a lack of motivation and subsequent deterioration of service quality. Does your team need to develop a new skill?

Customer Service 375

Customer Service Chatbots Education Feedback 375

ShepHyken

JANUARY 16, 2024

This is an important topic that every CEO, business owner, leader, manager, and supervisor must understand. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. It’s just our perception. Reality isn’t what we think or believe.

Customer Service 374

Customer Service Customer centricity Surveys Customer Support 374

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? ” If you’re a hospital case manager, and you’re telling a 71-year-old spouse that her husband needs to check in to rehab tomorrow, what questions might the wife have?

Transportation 276

Transportation Customer Experience Management Customer Service 276

Myra Golden Media

DECEMBER 17, 2018

In my De-escalation workshops, I show a clip from Jack Nicholson’s Five Easy Pieces. The inflexible ‘no’ started the cycle of escalation, which I talk about in my workshops and eLearning. In the Five Easy Pieces clip, the waitress, frustrated with Nicholson, barked, “Would you like to speak to the manager?”

Coaching 274

Coaching Management Customer Service Call Center 274

ShepHyken

JULY 15, 2022

Step 4: You assign your best client success manager on their account and ensure they’re scheduled for your monthly training workshops as a non-negotiable. Step 7: You plan a trip to visit the client in person for a two-day workshop to ensure success and implementation.

Coaching 342

Coaching Customer centricity Accountability Feedback 342

Beyond Philosophy

DECEMBER 2, 2023

.’ As a result, he has over 294,000 followers and 78,000 subscribers to his LinkedIn newsletter ‘Why Customers Buy’ The Financial Times selected Beyond Philosophy as one of the best management consultancies for four years. Click here to learn more about Professor Ryan Hamilton of Emory University.

Customer Experience 359

Customer Experience Consulting Consulting Education 359

ShepHyken

JULY 19, 2023

Sometimes meeting expectations is a perfect experience.  In my customer service keynote speeches , I talk about Managing the Moment. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Management 156

Management Customer Service Customer Experience Personalization 156

AWS Machine Learning

NOVEMBER 22, 2024

The data mesh is a modern approach to data management that decentralizes data ownership and treats data as a product. Organizations must make sure their data assets are properly managed, secured, and compliant with regulatory requirements, while also enabling seamless access and collaboration among various teams and stakeholders.

Government 92

Government Banking Accountability Engineering 92

ShepHyken

AUGUST 8, 2023

The employee experience is an important experience to manage. We must manage the DX if we want our customers to have a good CX.  These got my imagination going, and I decided to share a few others that I’ve come up with: NX is for the nap experience. What experience do your customers have with your website?

Customer Experience 294

Customer Experience Customer Service Management 294

Myra Golden Media

JULY 2, 2019

I promise, after just 30-minutes with me in this special “3-Step De-escalation Method” on-demand workshop, you will be inspired and thrilled with how much more productive you can be at getting angry customers to back down! All you need to know about what to say when a customer asks for a manager. You have nothing to lose!

Coaching 264

Coaching Feedback Customer Support Management 264

Steve DiGioia

NOVEMBER 5, 2015

Yet so many customer service managers and teams focus on checklists and procedures above listening and adapting to customers. A Hospitality Story… A customer arrived at a well known hotel chain on a Sunday to deliver a workshop on Monday and Tuesday at her client’s site. She checked in and went to the room.

Customer Service 271

Customer Service Coaching Management 271

ShepHyken

AUGUST 1, 2023

They do short write-ups and share them with their managers. His agent, Katie, referred to as a relationship manager, made a hotel reservation for a trip to Europe to work on a very important court case. The Note Is Important – Katie’s note was just three words, but they were the right three words. Connect with Shep on LinkedIn.

Customer Service 294

Customer Service Management Customer Experience 294

Toister Performance Solutions

FEBRUARY 21, 2025

Workshop planning tool Contact LinkedIn Learning for pricing and subscription options if you don't already have access. Use the Workshop Planner to create an action plan. Start by reviewing the overall goal for the training that you identified on the Workshop Planner. How did you manage expectations with an internal customer?

Coaching 83

Coaching Best practices Feedback Customer Service 83

ShepHyken

SEPTEMBER 7, 2023

A customer success platform for managing interactions in a single space. Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Encourage shadowing experienced account managers who can disseminate their best tips and tricks.

B2C 349

B2C Customer centricity Feedback Upselling 349

ShepHyken

AUGUST 16, 2023

It was her manager’s fault.” The explanation was simple. The manager should never have allowed one employee to run a restaurant that takes a team of people. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 296

Customer Service Personalization Customer Experience Management 296

Interaction Metrics

NOVEMBER 21, 2024

” 4: Workshops: Aligning Teams for Immediate Improvements A unified team approach can immediately improve customer service. Workshops are a powerful way to align employees on best practices, hone their skills, and practice scenarios they’ll encounter. “I’m glad we could work together to get this resolved.

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

Beyond Philosophy

JUNE 20, 2016

One client in the UK who wanted to conduct a one day workshop with their senior team. It took them five months to make a decision about which company should run the workshop and by the time they decided the organization had run out of money in the annual budget and so it didn’t take place! 3 Critical Change Management Steps.

Consulting 283

Consulting Consulting Customer Experience Marketing 283

CSM Magazine

NOVEMBER 5, 2024

The customer experience management market is on track to grow at a 15.4% Another standout feature is case management. Finally, knowledge management in Dynamics 365 gives agents quick access to a database of resources. Adjust case management processes based on these insights to improve service where it matters most.

Customer Service 52

Customer Service Management Metrics Consulting 52

Myra Golden Media

APRIL 15, 2019

I end all of my customer service workshops by asking participants to write down three words. By reflecting on the day and successes, and setting goals, my workshop attendees are more likely to adopt and apply their insights, and this makes my training more effective. Start, Stop, Continue for Feedback About Managers.

Feedback 227

Feedback Customer Experience Management Customer Service 227

ShepHyken

MARCH 21, 2017

First Up: In Shep Hyken’s opening comments he relates an experience from the customer service workshops his company conducts for client companies. In these workshops, attendees are asked, “What is a quality that all customer-focused employees possess?” And management at the Ritz-Carlton is fantastic, because they walk the talk.

Consulting 202

Consulting Consulting Employee engagement Customer Service 202