ShepHyken

NOVEMBER 21, 2023

For example, for whatever reason, they can’t reach their manager or peers, they can interact with the AI-enabled knowledge base and get the answers they need. Organizations need to focus on personalization and customer control in self-service experiences. They no longer compare us to other companies in our industry.

Personalization 256

Personalization Self service Chatbots Customer Support 256

Beyond Philosophy

MARCH 10, 2020

Have you ever made a snap judgment about another person only to discover you were wrong? So, for instance, if you see somebody cut somebody else off in traffic, you might conclude that the person is a bad driver. You might even think that “lousy driver” is a core characteristic of them as a person. .

Consulting 448

Consulting Consulting Call Center Personalization 448

ShepHyken

MARCH 10, 2021

If any part of the team isn’t in alignment with the customer service vision, be it an individual or a department – or even an entire region for larger companies – they need to be coached and properly trained. And, when they talk to one person in your organization who is out of alignment, do you know what they think? They must live it.

Coaching 407

Coaching Customer Service Personalization Management 407

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 422

Customer Service Customer Experience Personalization 422

Beyond Philosophy

MAY 14, 2020

So, Ahearn says that persuasion is about changing behavior to something the person probably would not do in the absence of your ask. Ahearn says where people make a mistake is by trying to get the other person to like them. You want them to go in and clean their room. Cialdini’s Six Principles of Influence .

Consulting 419

Consulting Consulting Personalization Coaching 419

ShepHyken

OCTOBER 7, 2020

The delivery person never knocked or rang the doorbell to inform him his delivery was there. Perhaps it’s a lack of training to focus on the details of what a customer really needs. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. This is customer disservice.

Customer Service 423

Customer Service Accountability Sales Personalization 423

Beyond Philosophy

DECEMBER 20, 2019

When I finally got through, the person at the other end greeted me with a cheery, “Oh, hello there, how are you?”. I couldn’t even fathom how this person could not be feeling just as intense of a negative emotion as I was, and she probably had a difficulty understanding how I could come so hot into the situation.

Customer emotions 390

Customer emotions Consulting Consulting Call Center 390

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 424

Personalization Customer Support Sales Customer Service 424

ShepHyken

JULY 22, 2020

This is the person I want on my side. This is exactly the kind of person—in any company—I want to talk to whenever I call for help, have a question or even a complaint. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com. He doesn’t just want to make me happy.

Sales 421

Sales Customer Service Personalization Customer Support 421

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

JANUARY 22, 2020

Words and phrases I would use to describe this type of person include self-starters, willing to take charge, doers, motivated, up for a challenge, willing to step outside their comfort zone and more. Words and phrases to describe that type of person include negative, pessimistic, little initiative, complainers and energy vampires.

Coaching 381

Coaching Personalization Sales Customer Service 381

ShepHyken

JUNE 22, 2022

He agreed that the lesson is about being “socially correct,” but perhaps we should look beyond the name that is used and instead consider the intent of the person using it. He was saying that the server may have intended to create a warm and friendly atmosphere, and calling a person “honey” was her way of doing it.

Customer Service 364

Customer Service Personalization Sales Management 364

ShepHyken

MAY 25, 2021

Shep Hyken interviews Hank Ebeling, founder of H4 Training. You can tell a lot about a person by how they talk to other people that are not from a high-level position within your organization. Service aptitude is a person’s ability to exceed expectations. Should you hire for personality or skill?

Coaching 76

Coaching Personalization Customer Service Customer Experience 76

ShepHyken

NOVEMBER 2, 2022

If every time you contact the customer, be it in person, over the phone, by email, texting, or any other form of communication, and all you do is sell, sell, sell, the customer will tune you out. Make it personal. At least make it appear to be personal. The wrong content destroys the personalization effort. .

Education 347

Education Personalization Customer retention Sales 347

ShepHyken

NOVEMBER 4, 2020

There are many ways customers connect with the companies they do business with, be it in person, on the phone, via text, with email, on social media and more. Train them well. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. They may have a question. Chicken dinner!

Customer Service 385

Customer Service Personalization Management Customer Experience 385

ShepHyken

NOVEMBER 3, 2021

Is there one person (or more) that you know is causing the problem? . Do you consistently train and have daily or weekly huddles where you discuss the service opportunities that were missed in the last day (or week)? . Do you provide ongoing reinforcement or training to keep your employees guest-focused? .

Customer Experience 424

Customer Experience Feedback Customer Service Personalization 424

Steve DiGioia

MAY 17, 2021

According to several employees and training manuals, Apple Inc’s sales associates are taught an unusual sales philosophy: not to sell, but rather to help customers solve problems. “Your job is to understand all of your customers’ needs—some of which they may not even realize they have,” one training manual says.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

ShepHyken

MAY 26, 2021

I told him, “I’m customer service speaker and we provide customer service training.” And second, be sure to follow through on any promise you make, such as his offer to connect us with the right person. For information on The Customer Focus™ customer service training programs , go to www.thecustomerfocus.com.

Sales 388

Sales Enterprise Customer Service Personalization 388

Toister Performance Solutions

NOVEMBER 14, 2024

This plan will help you train employees who serve customers over the phone. This training plan uses a unique approach to training videos. Step 1: Create a training plan. Tell your team about the training and what to expect. Tell your team about the training and what to expect. Why is it important?

Customer Service 92

Customer Service Coaching Best practices Contact Center 92

ShepHyken

OCTOBER 26, 2022

In that moment, one person in the company represents everything about the company. That person was responsible for delivering the experience that represents the company. That is why hiring the right people and properly training them is so important. . Let’s talk about training for a moment. They must be properly trained.

Brand ambassadors 316

Brand ambassadors Customer Service Personalization 316

ShepHyken

OCTOBER 28, 2020

It turns out that I’m not the first person to come up with this. TV Personality, Steve Harvey , has given himself the title of CLO. is the person who makes sure others in the company express gratitude toward customers (and employees). …in We have a social media and marketing person whose title is Director of Reputation.

Real estate 406

Real estate Personalization Marketing Customer Service 406

ShepHyken

DECEMBER 28, 2022

Make the customer feel like a person. Be the person everyone admires and wants to emulate. . Train and empower your employees. If you have good people and train them well, let them do their job. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. Be proactive.

Customer Service 357

Customer Service Personalization Accountability Sales 357

Toister Performance Solutions

DECEMBER 12, 2024

Imagine a customer service training program for your team. Employees don't get any training at all if they're out sick, on vacation, or hired after the annual program. The advantages of weekly training The 5-5-5 training approach uses a weekly cadence to develop your team one skill at a time. Low retention. Bad timing.

Customer Service 104

Customer Service Coaching Contact Center Management 104

ShepHyken

JULY 1, 2020

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. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com. This is where it gets tricky.

Self service 419

Self service Consulting Consulting Surveys 419

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. Not every company will go 100% remote, but the option is there if they want to go to that level.

Chatbots 431

Chatbots Surveys Self service Personalization 431

ShepHyken

JUNE 9, 2021

In our customer service training workshops , we provide a number of tactics to manage these difficult customer situations. You want your customer to feel like they have the support of the person who’s going to help them solve their problem. Some customers are angry because they have a complaint. Some are just having a bad day.

Customer Service 400

Customer Service Management Personalization 400

ShepHyken

DECEMBER 16, 2020

He was professional and personable. It makes them feel unappreciated—and in some cases, more like a number than a person. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. I LOVED that the office called me this morning to tell me that Mark was on his way. Build trust.

Customer Service 403

Customer Service Personalization 403

ShepHyken

JULY 15, 2020

Whenever we do business with a person or company, we expect to be treated well. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com. You must not only hear what customers say, but you must also listen and take action. If all goes the way it should, it’s easy.

Customer Service 396

Customer Service Personalization 396

ShepHyken

SEPTEMBER 7, 2023

He writes about designing a compelling customer experience process and training your team to implement it. You’ll primarily need: Time for training new CX processes. Regularly update training materials based on customer feedback. What does a “well-designed customer success program” even look like?

B2C 365

B2C Customer centricity Feedback Upselling 365

ShepHyken

AUGUST 25, 2021

The same goes for when I’m transferred to another person. One time doesn’t always mean the customer won’t be transferred to someone else, however, when they are transferred, the next person should know why the customer is calling. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Average Handle Time 406

Average Handle Time Metrics Customer Support Customer Service 406

ShepHyken

JANUARY 27, 2021

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. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.

Coaching 381

Coaching Customer Support Customer Service Marketing 381