Beyond Philosophy

NOVEMBER 6, 2021

The 5 Rules to Dramatically Improve The Way you Deal with Customer Complaints. Does your organization like to pretend that complaints never happen? Many organizations have the wrong approach to customer complaints. However, complaints can be a great way to get real-time feedback on moments in your Customer Experience.

Consulting 244

Consulting Consulting Customer Experience Surveys 244

ShepHyken

JUNE 18, 2021

While most of their interactions will be pleasant, others will be for trouble-shooting or handling complaints. While most of their interactions will be pleasant, others will be for trouble-shooting or handling complaints. Sometimes a customer will have issues with how your company handled the complaint, even if the matter was settled.

Scripts 367

Scripts Customer Service Personalization 367

ShepHyken

AUGUST 5, 2020

As she moved into this role, she realized the opportunities that would come from providing a better customer experience. Her team came back with their answers and consolidated them into 26 areas of opportunity. We ask participants to identify the problems and complaints they hear most from both internal and external customers.

Customer Service 396

Customer Service Customer Experience Management 396

Beyond Philosophy

MARCH 2, 2020

That said, I appreciate how this article introduces the discussion about the opportunity that lies within customer complaints. . We have all been in line or on hold for customer service , waiting for a company to get back to us. We tap our toes and roll our eyes as we wait. Or are they? Because it’s Profitable.”

Customer Service 470

Customer Service Consulting Consulting Wait times 470

ShepHyken

JANUARY 7, 2022

He shares the four reasons why businesses should not shy away from customer complaints. Complaint resolution and service recovery must be a critical aspect of your customer experience strategy. This requires training and ongoing development of your team to resolve any complaint that comes their way.

Complaint resolution 200

Complaint resolution Entertainment Feedback Customer Experience 200

Nicereply

JANUARY 17, 2024

In today’s hyper-connected world, where customers wield more power than ever before, businesses face an unrelenting challenge: customer complaints. Handling customer complaints effectively is not merely customer service; it’s the foundation of building lasting customer relationships and fostering brand loyalty.

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

Bill Quiseng

JULY 5, 2023

QUI QUOTE: A customer complaint is a gift. Angry or frustrated customers generally will not listen to or accept your apology until they have an opportunity to voice their frustrations. And listen to their complaints with the intent to take action, not to give an explanation. A customer may not always be right.

Personalization 153

Personalization Customer Service Customer Experience 153

ShepHyken

JUNE 9, 2021

Some customers are angry because they have a complaint. Speaking of waiting for the right opportunity to ask the question, don’t interrupt customers for any reason. Everybody has angry customers. Some are just having a bad day. Whatever the reason, you must know how to handle angry customers. You’re not trying to win an argument.

Customer Service 372

Customer Service Management Personalization 372

ShepHyken

JULY 13, 2022

I had an opportunity to interview Adam Alfia of Realtime Feedback for an episode of Amazing Business Radio. Yet even with that effort, customers would choose to be non-confrontational and ignore the opportunity to complain or mention if something wasn’t right. Online reviews can work in two ways. You are not immune from bad reviews.

Feedback 313

Feedback Personalization Customer Experience Customer Service 313

ShepHyken

MAY 22, 2019

Typically, when a customer is upset , it is a problem or complaint caused by the company. You may have heard this line from me before, but it is truer than ever in these circumstances: It may not be your fault, but it is your opportunity. Imagine this. The customer on the phone – or in person – is raging mad. You brace yourself.

Personalization 334

Personalization Customer Service Sales 334

ShepHyken

DECEMBER 5, 2022

Your employees want a culture that includes flexibility, learning (training), and opportunities for advancement. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. My Comment: Regardless of the type of business you are in, I believe it’s important to have a “hospitality mentality.”

Customer Service 175

Customer Service Gamification Customer Support Customer centricity 175

ShepHyken

SEPTEMBER 5, 2023

I was asked the same question three times in the last week: “What is the biggest opportunity in customer service?” I’ve preached most of my career that resolving issues and managing complaints isn’t just about fixing problems. But today’s answer is not just timely, but also timeless.

Customer Service 211

Customer Service Customer Support Management Customer Experience 211

ShepHyken

JUNE 13, 2023

Every interaction with a customer becomes your CX judgment day, especially when there is a problem or complaint. He calls it the Moment of Truth , and this is how he defines it: Anytime a customer comes into contact with any aspect of a business, however remote, they have an opportunity to form an impression. Manage every moment!

Management 188

Management Customer Service Personalization Customer Experience 188

ShepHyken

NOVEMBER 11, 2020

They help solve problems and resolve complaints. The opportunity to serve is fulfilling. The next time you have an opportunity to do something extra for your customer, with no real agenda other than you want to do something nice for them, recognize that this is why people love doing business with you. Mike is a hero of sorts.

Customer Service 399

Customer Service 399

ShepHyken

NOVEMBER 3, 2021

Is there a common complaint you’re hearing over and over? Is there a common complaint you’re hearing over and over? . 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)? . One of our faithful subscribers sent in a question.

Customer Experience 415

Customer Experience Feedback Customer Service Personalization 415

ShepHyken

JANUARY 13, 2023

As a business, there are always ways to improve the experience for your customers, so learning where any gaps lie gives you an opportunity to fix them. As a business, there are always ways to improve the experience for your customers, so learning where any gaps lie gives you an opportunity to fix them. Resolve complaints effectively.

Feedback 181

Feedback Surveys Metrics Personalization 181

ShepHyken

MARCH 2, 2021

Negative reviews or comments on social media are a good way to showcase to the public (which includes current and potential customers) how your business handles customer complaints. Social media is a great opportunity to engage with your customers and marketing efforts on a personal level. The Perks of Influencer Marketing.

B2B 238

B2B Advertising Marketing Feedback 238

ShepHyken

DECEMBER 27, 2021

CustomerThink) While some churn is inevitable, companies can minimize the churn rate by creating an effective winback strategy to drive loyalty, revenue and cost-effectiveness and leverage this as an opportunity to enhance their product and services. Embrace Customer Complaints To Up Your Customer Experience to Excellent by Ken Sterling.

Customer Service 181

Customer Service Coaching Marketing Call Center 181

Beyond Philosophy

JUNE 16, 2022

Christine writes, “Our organization does not take complaints or our Voice of the Customer program seriously. Christine writes, “Our organization does not take complaints or our Voice of the Customer program seriously. I wanted to share this one with all of you because I realize many of you might have the same pickle.

Customer centricity 195

Customer centricity Education Consulting Consulting 195

ShepHyken

NOVEMBER 29, 2016

He also shares his opinion about how customer complaints are a gold mine, filled with opportunity. Nate shares an excellent example of how (and why) all complaints really need to be listened to. Customer complaints are a gold mine of process improvements.” – Nate Spears. What questions will this episode answer?

outsourcing 316

outsourcing Banking Customer Support Customer Service 316

ShepHyken

NOVEMBER 23, 2022

It might be a complaint or problem that gives you the chance to step up and do something special. It might be a complaint or problem that gives you the chance to step up and do something special. Or it’s an opportunity to surprise a customer. Over the Top – This is about delivering an “above and beyond” experience.

Customer Service 181

Customer Service Customer Experience 181

ShepHyken

OCTOBER 18, 2017

It can be the traditional customer service team who fields questions and complaints. So here is the big question to ponder: Does your company just answer questions and manage complaints, or do they validate the customer’s decision to do business with you? Many people think of customer service as a department.

Customer Service 398

Customer Service Metrics Customer Support Customer Experience 398

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Complaints are opportunities to show how good you can be. The customers making a complaint are actually expecting a solution. Shep Hyken. Disappointments can be delightful!

Advertising 274

Advertising B2B Employee engagement CRM 274

Beyond Philosophy

JUNE 12, 2017

Chronic complainers think about their problems in a never-ending tape loop in their head, voicing the same complaints again and again. Your friends, family and co-workers want to be helpful and supportive but listening to the same complaints over and over grows old. When we’re in the UK, I complain about the chilly, dreary weather.

Morale 377

Morale Consulting Consulting Engineering 377

Beyond Philosophy

NOVEMBER 27, 2017

They view complaints as opportunities. When a customer-focused company hears a complaint, they recognize a chance to surprise and delight the customer. When a customer-focused company hears a complaint, they recognize a chance to surprise and delight the customer. They include: People. Customer Strategy. Measurement.

Customer centricity 400

Customer centricity Consulting Consulting Customer Experience 400

ShepHyken

OCTOBER 31, 2017

Josh Liebman Encourages Running Toward Complaints, Not Away From Them. When it comes to receiving complaints, there are many people who would view this as a negative occurrence. Without complaints, you never know what needs improving. Shep speaks with Josh Liebman, an expert in handling complaints. Don’t get defensive.

Entertainment 265

Entertainment Construction Consulting Consulting 265

Steve DiGioia

AUGUST 6, 2020

If an employee has a better idea of how to do things, and management is NOT open to the viewpoint of their staff, then it is very hard to get the best performance out of your employees and yes, the complaints will come. After all, we’re management, and our ideas are always better. But that’s not the case. Click To Tweet. TipsOnThursday.

Benchmark 241

Benchmark Management 241

Steve DiGioia

MAY 17, 2021

Parent company of KFC, Taco Bell, Pizza Hut, A&W, and Long John Silvers) for training their employees in the basics of handling customer complaints. L isten – Stop and listen to your customer’s complaint. From your customers’ perspective, they have a legitimate complaint, and they expect an apology.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

ShepHyken

JANUARY 12, 2023

As a business, there are always ways to improve the experience for your customers, so learning where any gaps lie gives you an opportunity to fix them. As a business, there are always ways to improve the experience for your customers, so learning where any gaps lie gives you an opportunity to fix them.

Feedback 134

Feedback Surveys Metrics Personalization 134

CCNG

JUNE 29, 2021

It is essentially a “deep-dive” into the procedural documentation, order management, reporting, corrective transactions, complaint handling, records retention, and training documentation for a specific sub-team in the Customer Service department. One might view the rigor and structure of a health authority inspection (i.e.

CCNG 195

CCNG Contact Center Customer Service Management 195

ShepHyken

SEPTEMBER 18, 2019

Any request or complaint that is met with a negative response may only add fuel to the fire. What made me want to write about Cameron Mitchell’s concept now is that I recently had the opportunity to interview Cameron and learn directly from the “Master of YES” himself. Customers don’t like to be told no. What is the Question?

Customer Service 329

Customer Service Customer Care 329

CSM Magazine

APRIL 18, 2024

However, they also provide unparalleled opportunities to showcase the quality of your customer service and to build loyalty. Respond to complaints with empathy and a commitment to resolve any issues. Utilize Feedback Use feedback from high-maintenance customers to improve: Consider their complaints or suggestions seriously.

Feedback 52

Feedback Personalization Customer Service Management 52

ShepHyken

AUGUST 13, 2021

In the digital era where customer experience is defined by a customer’s first impression of a website, interaction with a chatbot, or response to a social media remarketing advert, the opportunity stands to deliver an omnichannel customer experience. The poster was first printed in British newspapers, Metro and The Sun. .

Customer Experience 357

Customer Experience Management Chatbots Accountability 357

ShepHyken

JUNE 12, 2019

More than just being able to answer questions and resolve complaints, they are also trained on how to deescalate a customer’s anger. The personalities they were hired for, along with proper training on how to handle complaints and irate customers, allow them to turn an angry customer into an advocate. They get used it. It’s ongoing.

Customer Service 299

Customer Service Personalization Customer Support 299

ShepHyken

NOVEMBER 29, 2019

This allows support teams seamless access to customer information and complaints on the same platform. Brands like Starbucks use their parent Twitter account to address complaints and generally talk to customers. People will forget what you said, people will forget what you did, but people will never forget how you made them feel.

Technology 330

Technology Customer Experience Complaint resolution Gamification 330

CSM Magazine

NOVEMBER 7, 2018

Figures from Ofgem have revealed that the average number of complaints received by the leading utility companies per 100,000 customer accounts had decreased from 3,510 in Q1 2013 to 2,233 in Q1 2018, but the average number of complaints resolved by the suppliers by end of the next working day dropped from 81 percent to 60 percent in the same period.

Telecommunications 221

Telecommunications Customer advocacy Chatbots Accountability 221

ShepHyken

MARCH 13, 2023

Consider a complaint or problem an opportunity to create an even better experience. Top Takeaways: In this episode of Amazing Business Radio, Katie Mares shares the five steps to executing a 5-star experience. Understand that what you say and how you say it matters. Choose words that elevate the experience. Show your genuine interest.

Customer Experience 156

Customer Experience Personalization Customer Service 156