Toister Performance Solutions

MARCH 29, 2025

This plan will help you train employees to effectively manage customer expectations. This training plan uses a unique approach to training videos. Estimated time needed: 45 minutes per week Group activities: 30 minutes per week Individual learning: 15 minutes per week Preparation Get your team ready for the training.

Management 82

Management Education Coaching Best practices 82

ShepHyken

DECEMBER 17, 2024

You can say it in person, on the phone, via email, or write an old-fashioned handwritten note. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. That promise can be as simple as, Ill call you back in an hour. Dont make promises you cant keep.

Customer Service 296

Customer Service Customer Experience Personalization 296

ShepHyken

JANUARY 12, 2025

Marketing expert Erik Huberman shares his knowledge in this article and shows that more than just personalizing the experience at the moment (from data that AI uses based on past purchases and habits), you can now use AI to predict what customers want and need. Thats the beginning of personalization. It can when its used the right way.

Customer Service 190

Customer Service Customer retention Personalization Sales 190

ShepHyken

APRIL 8, 2025

Technical skills can be trained for, and experience can be earned. But it takes a truly special person to understand real hospitality and connect person to person.” When you understand and cater to the customer’s emotional needs, you can generate repeat business and nurture loyalty within your customer base.

Customer Experience 208

Customer Experience Morale Personalization Customer Service 208

ShepHyken

JANUARY 28, 2025

Only the Front Line Needs Customer Service Training: Everybody in an organization is responsible for their role in customer service. However, todays customers want a personalized experience. Customer Training Is a One-Time Event: Many companies include a customer service training module in their onboarding.

Customer Service 241

Customer Service Customer Support Feedback Technology 241

ShepHyken

OCTOBER 20, 2024

Personalization Done Right by Mark Abraham and David C. Spotify attributes a large part of its success to its personalized recommendations—its user base and revenues have both increased by 1,000% in the past decade to more than 600 million users and $14 billion, respectively. That is the epitome of successful relationship marketing.

Customer Service 200

Customer Service Customer centricity Entertainment Airlines 200

ShepHyken

DECEMBER 10, 2024

Dont take it personally! Train agents and anyone on the front line dealing with customers when its the right time to end the interaction and how to do so properly. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 230

Customer Service Customer Experience Personalization Management 230

ShepHyken

FEBRUARY 18, 2025

Start with the mindset of serving the other person by understanding what it is like to be in their shoes. Training employees to care about customers is important, but true leadership is about setting an example. Train your people to be “the other guy” and see through your customers’ eyes.”

Customer Service 230

Customer Service Construction Metrics Feedback 230

ShepHyken

OCTOBER 29, 2024

Hyper-Personalization – This starts with knowing who your customers are, what they buy, why they buy it and how often they buy. The more you know, the more you can personalize the experience, creating a personal connection that’s hard to break. Why would a customer take a chance on another company that might not do that?

Personalization 223

Personalization Customer Service Customer Experience Management 223

CCNG

APRIL 3, 2025

Todays customers are expecting more than just fast servicethey demand personalized, proactive, and seamless interactions across every touchpoint. Leading companies are leveraging AI to assist, not replace, human agentscreating a more efficient and personalized customer experience.

Contact Center 195

Contact Center Customer Experience outsourcing Analytics 195

ShepHyken

FEBRUARY 12, 2025

The book is filled with practical strategies and tactics to help organizations leverage AI while maintaining the personal touch. This creates efficiency without sacrificing the personal touch customers value. The book isnt about which specific AI tools to use. Many of those will be obsolete in a very short time.

Customer Service 223

Customer Service Chatbots Feedback Personalization 223

ShepHyken

APRIL 13, 2025

Bridging Generations: How Personalization and Proactivity Shape CX by Brian Higgins (TotalRetail) Heres a strategy to please everyone from every generation. It starts with the two Ps: personalization and proactivity. My Comment: Our opening article is about personalization. Not all customers are the same.

Customer Service 168

Customer Service Surveys B2B Self service 168

ShepHyken

DECEMBER 22, 2024

Here are the topics with plenty of commentary: 1) Start with what you have, 2) Automate where you can, 3) Consider outsourcing, 4) Build a self-service hub, 5) Use data to improve, 6) Be proactive, 7) Train on customer support, 8) Personalize, and 10) Build Loyalty. GenAI is transforming the customer experience.

Customer Service 200

Customer Service outsourcing Customer Support Chatbots 200

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. Why Training is Essential for Call Center Agents 1.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

Calabrio

APRIL 11, 2025

Workforce Management From Onboarding to Excellence: Your Contact Center Training Guide for 2025 Jump ahead What is Contact Center Training? In our State of the Contact Center 2025 report , leaders ranked 24/7 availability, more personalized service, and greater demand for speed, efficiency, and trust as customers top rising priorities.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

CCNG

DECEMBER 18, 2024

Most likely it is a natural desire within your personality to serve others. Train yourself to ignore the critics! The good news is that one positive person in the middle of an organization full of negative individuals can make a huge difference. Be that person! Remain positive: Picture a duck swimming on a pond.

CCNG 195

CCNG Consulting Consulting Customer Service 195

ShepHyken

FEBRUARY 4, 2025

Its the person at the front desk checking with me to make sure the room is as expected. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. About five or ten minutes after Im in my room, the phone rings. Connect with Shep on LinkedIn.

Feedback 236

Feedback Government Customer Service Customer Experience 236

ShepHyken

NOVEMBER 5, 2024

Businesses should prioritize strategies that directly impact customer satisfaction, such as reducing wait times, creating personalized experiences, and anticipating customer needs. Personalization is crucial in creating amazing customer experiences. Customers now expect companies to recognize their preferences and past interactions.

Customer Service 190

Customer Service Wait times Self service Technology 190

ShepHyken

APRIL 29, 2025

How can employees’ personal and professional growth impact the overall customer service experience? Opportunities for growth: How does the organization help employees grow personally and professionally? How can an organization create a workplace culture focused on providing an amazing customer experience?

Employee engagement 180

Employee engagement Feedback Enterprise Customer Service 180

ShepHyken

JULY 28, 2021

One of the big concepts we teach in our customer service training programs is the concept of Always. Often, they are really just one person the customer is interacting with. Beyond understanding, it takes training – and not just one time. Training can be just a few minutes each week at a weekly team meeting.

Customer Service 421

Customer Service Customer Experience Personalization 421

ShepHyken

DECEMBER 29, 2024

The list is really a reminder of the type of person we want to engage with our customers. Some of these are what I refer to as non-negotiable behaviors for all employees who must talk to another person, be it a customer or a fellow employee. For years, Ive said that CX is part of marketingand vice versa. Okay, thats two words.

Customer Service 190

Customer Service Self service Customer Experience Personalization 190

ShepHyken

DECEMBER 9, 2024

With customers expecting consistent personalization across channels, proactive engagement and the flexibility to control their own narrative, brands must respond by leveraging AI-driven insights and omnichannel capabilities that offer deeper connections. Here are ten with an emphasis on AI, customer control, and hyper-personalization. (My

Customer Service 190

Customer Service B2B Sales Self service 190

ShepHyken

JANUARY 5, 2025

The study shows a key shift toward more personalized, empathetic, and transparent customer interactions, offering valuable insights for businesses looking to enhance their CX strategies in 2025. What I like about this list is the first trend, personalization. Each year, our CX research finds personalization to be a top expectation.

Customer Service 180

Customer Service Automotive B2B SaaS 180

ShepHyken

FEBRUARY 16, 2025

The author has taken the romantic holiday for personal relationships and shared how it can work in the business world for customers. While the article gets into some technical (and technology) aspects of the program, one part of the article stands out, and thats the focus on personalization. How do I love my customers?

Customer Service 208

Customer Service Journey mapping Customer Support Customer Experience 208

ShepHyken

FEBRUARY 3, 2025

Sharing personal stories that resonate with customers and supporting social causes that are important to them makes customers love doing business with a company. It begins with marketing, preparation, and training. Plus, Vance shares examples of fundamental business transformation through amazing customer experience.

Marketing 208

Marketing Customer Experience Sales Customer Service 208

Vistio

MARCH 24, 2025

Yet, many companies still rely on traditional training methods that fail to engage or prepare employees for real-world challenges. However, when trained the right way, Gen Z could be the most adaptable, tech-savvy, and effective customer service generation yet. The result?

Employee engagement 52

Employee engagement Feedback Technology Personalization 52

TeleDirect

JANUARY 15, 2025

Empathy is the ability to understand and share the feelings of another person. Personalization: Adapting communication to suit the individuals preferences and circumstances. Strategies for Fostering Empathy in Call Centers Comprehensive Agent Training: Include empathy as a core component of training programs.

Call Center 126

Call Center Customer Service Healthcare CRM 126

ShepHyken

MARCH 3, 2025

And the businesses that prioritize CXdelivering seamless interactions, personalized service, and reliable experiencesare the ones that lead the way. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops. My Comment: What is CX? Connect with Shep on LinkedIn.

Customer Service 208

Customer Service Customer advocacy Healthcare Consulting 208

ShepHyken

SEPTEMBER 8, 2021

And sometimes, even when they have the information, they find it difficult to find the right person to talk to. Second, if the customer reaches the wrong person on the first attempt, be sure that the employee knows who the right person is. A couple of suggestions here. Follow on Twitter: @Hyken. Copyright © MMXXI, Shep Hyken).

Personalization 423

Personalization Customer Support Sales Customer Service 423

ShepHyken

NOVEMBER 11, 2024

Transforming Service into Experience: The Power of Personal Connection by Joseph Michelli (CustomerThink) Customer service is often defined by transactions that fulfill a stated need. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 180

Customer Service Surveys Feedback Chatbots 180

ShepHyken

OCTOBER 27, 2024

Topics include automation, personalization, 24/7 support, and more. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. As technology is changing faster than ever, the trends are changing as well. Engage, Delete, Ignore or Snub?

Customer Service 208

Customer Service B2B Chatbots Education 208