ShepHyken

AUGUST 16, 2019

This week we feature an article by Michelle Jarsen who shares seven ways your support team can learn and practice essential communication skills. Good communication isn’t a skill you’re born with or one that comes naturally. “The more your employees communicate, the faster their communication skills improve” ?. .

Personalization 215

Personalization Customer Service Marketing Sales 215

ShepHyken

MAY 17, 2019

This week we feature an article by Ashwini Dave who writes about how important it is to show your customer’s appreciation in order to retain their loyalty. Organizations are irrelevant without customers. Data from NewVoice Research revealed that 53% of customers switched brands because they felt unappreciated.

CRM 273

CRM Personalization Engineering Enterprise 273

Expivia

MARCH 18, 2021

Incredible customer service is the backbone of any call center. Agents deal with customers every day. So, they need to have the most crucial skills to handle their issues well. What exactly makes a call center agent good at customer service? Top 10 Customer Service Skills of the Best Call Center Agents.

Call Center 98

Call Center Customer Service Education Average Handle Time 98

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing. Shep Hyken.

Customer Service 209

Customer Service Education Customer Support Management 209

ShepHyken

AUGUST 25, 2017

This week we feature an article by Reuben Yonatan who writes about how using chatbots for customer service properly can be a powerful customer service tool. Chatbots can be great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. – Shep Hyken.

Chatbots 367

Chatbots Customer Service Best practices voip 367

ShepHyken

JANUARY 26, 2018

This week we feature an article by Evan Hackel who writes about why it is important to train your frontline with excellent listening skills. Pay attention to what customers are saying. And then have been times when I enjoyed superb service from frontline staff. Great Service Is All about Listening.

Consulting 208

Consulting Consulting Customer Service Sales 208

aircall

MARCH 1, 2021

Why are customer service skills important? Before asking yourself that, you should perhaps ask: what plays the most significant role in your customer’s experience? By asking: What defines good customer service skills? Why Good Customer Service Skills Drives Business Success.

Customer Experience 62

Customer Experience Customer Service Call Center First call resolution 62

ShepHyken

MAY 3, 2019

This week we feature an article by Jaime Bailey who writes about how important convenience has become to the customer experience and how it is a necessity for providing a competitive edge in today’s marketplace. . And the latest area widely touted to provide a competitive edge in the customer experience is convenience.

Chatbots 284

Chatbots Customer Experience Marketing Customer Support 284

JustCall

MARCH 9, 2023

But if your customer service skills are circling down the drain, you will end up losing more customers with every passing day. Patience, empathy, and problem-solving are some of the good skills to have for customer service. What is Customer Service? Let’s find out.

Customer Service 40

Customer Service Construction Feedback Personalization 40

ProProfs Blog

JANUARY 31, 2020

Walmart ’s customer support was questioned when a customer pointed out a discrepancy in online and in-store product pricing. Walmart wasn’t at fault; however, they didn’t understand the importance of customer experience and the magnitude of loss they risked in this case. Must-have Customer Service Skills List.

Customer Service 78

Customer Service Customer Support Surveys Feedback 78

ShepHyken

NOVEMBER 18, 2016

This week on our Friends on Friday guest blog post my colleague, Timi Garai, discusses the power of millennial moms and how to gain their loyalty. Think with Google found that 80% of mothers turn to the Internet to search for answers to specific questions, like what kind of toys can improve certain skills when a child plays with it.

Education 296

Education Marketing Management Customer Service 296

ShepHyken

APRIL 12, 2019

This week we feature an article by Joel Gottesman who shares tips to ensure that seasonal employees provide an excellent customer experience. Many of these employees were tasked with challenging customer-facing positions. However, these employees also present unique challenges to delivering exceptional customer experiences.

Customer Service 268

Customer Service Education Healthcare Customer centricity 268

JivoChat

OCTOBER 25, 2022

Nowadays, there are multiple ways how to monetize a blog. You will need to analyze what are the most effective strategies to implement on your blog and make money with them. It’s necessary to take into consideration what your goals with the blog are, the skills you have, and the actions you would enjoy dedicating yourself to. .

Advertising 75

Advertising Sales Marketing Best practices 75

ShepHyken

AUGUST 12, 2016

This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. It is also important to hire customer service reps that care, and who already have the personality to succeed in a customer service position.

Customer Service 221

Customer Service Scripts Consulting Consulting 221

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. Time to start planning for your 2019 customer experience initiatives. Would you consider that a great customer experience?

Customer Experience 232

Customer Experience Airlines Average Handle Time Contact Center 232

Provide Support

MAY 12, 2015

Today’s customer service involves more than a conversation face-to-face or on the phone. Email, live chat and social media have become important channels for consumers to engage with brands and seek for customer support. Top 20 Customer Service Soft Skills to Master. <img src="[link].

Customer Service 108

Customer Service Customer Support Best practices 108

ShepHyken

JULY 21, 2017

This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. This means that you should know how to hire live chat agents who are going to delight your customers. Writing Skills. Before hiring a person, check the following two skills. – Shep Hyken.

Customer Support 229

Customer Support Chatbots Personalization Education 229

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Jeanne Bliss.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Nextiva

MAY 28, 2019

The post 25 (Basic + Advanced) Customer Service Skills for 2019 appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.

voip 65

voip Customer Service Sales Marketing 65

Toister Performance Solutions

OCTOBER 29, 2020

I've mentored trainers for over 20 years, and there are six skills that are absolutely essential. And while my focus is on customer service training, these skills are universal. This post highlights each of the skills. Skill #1: Customer service skills Too obvious? I'm happy to help!

Customer Service 64

Customer Service Contact Center Sales Personalization 64

CX Journey

OCTOBER 29, 2015

Today's post is a guest blog by Matthew Olszewski. Strong customer service skills are a key element in the operation of every serious and successful business. Even small businesses that see an opportunity for additional earnings increasingly care about their customers and the level of service they receive.

Customer Service 78

Customer Service 78

ChurnZero

DECEMBER 9, 2020

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. You can see this is the case by taking a look at the Google search trends for “Customer Success” and “Customer Experience” over time.

Consulting 98

Consulting Consulting Best practices Upselling 98

ShepHyken

JUNE 16, 2017

This week we feature an article by Felix Winstone who says that while technology has impacted our approach to customer service, the oldest channel of communication, voice, is the most important. Approaches to customer service are continually shifting to keep up with how people adopt new technology. Shep Hyken.

Customer Service 211

Customer Service Self service Personalization Technology 211

ShepHyken

JUNE 3, 2016

This week on our Friends on Friday guest blog post my friend and colleague, Patricia Fripp shares a story that demonstrates why everyone in any business can make a difference. Please join Patricia and me June 8 when we discuss how good customer service drives sales. Shep Hyken. Everyone makes a difference.

Customer Service 204

Customer Service Advertising Coaching Self service 204

JivoChat

AUGUST 22, 2023

Learning how to start a travel blog will help you share your passion for visiting different places and getting to know cultures from other countries all around the world. Step by Step How to Start a Travel Blog How to start a travel blog is simpler than you might believe. Will you make videos for your blog too?

Engineering 75

Engineering Analytics Best practices Customer Support 75

ShepHyken

APRIL 14, 2017

This week on our Friends on Friday guest blog post my colleague, Jaime Scott, writes about how engagement is crucial to delivering an excellent customer service experience. Jaime Scott is CEO of EvaluAgent and leads the team in delivering people-focused software and services to its growing client list.

Contact Center 206

Contact Center Employee engagement Technology Metrics 206

ShepHyken

JUNE 29, 2018

This week we feature an article by Laura Bourne who shares four important factors that can help you achieve success and avoid customer service problems. – Shep Hyken. Your most unhappy customers are your greatest source of learning. There is no denying that loyal customers are the bread and butter of an organization.

Customer Service 206

Customer Service Feedback Coaching Management 206

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. Chatbots for Customers (31.0% Back office support. Subject matter experts.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

NICE inContact

AUGUST 7, 2019

If delivering extraordinary digital customer service were as simple as following a formula, everyone would be doing it. In fact, 89% of tweets from customers to businesses still go unanswered, and poor customer service is one of the main reasons for customer churn. But not everyone is.

Customer Service 62

Customer Service Chatbots CRM call center software 62

ShepHyken

MARCH 23, 2018

What professional skill is highly overlooked, underrated, often treated as an afterthought, yet is as vital as fuel for any vehicle on a company’s road to success? They had greater employee engagement and more loyal customers. Negative customer reviews or feedback. Clear, consistent, authentic communication.

Airlines 204

Airlines Morale Benchmark Marketing 204

Kayako

MARCH 9, 2017

For a customer support rep, you can become better at your job in ways you never expected by developing the right skills. We asked our customer support advocates at Kayako about new activities and skills that helped to further their careers. Train customers through webinars. Here are their great insights.

Customer Service 71

Customer Service Engineering Coaching Self service 71

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. The 8 skills required by any CX team are: Strategy. Customer Insights/Measurement/Analytics.

Journey mapping 307

Journey mapping Analytics Customer centricity Government 307

ShepHyken

SEPTEMBER 2, 2016

This week on our Friends on Friday guest blog post my colleague, John Smart, explains the leadership term VUCA and how it can relate to customer service. In a previous article I described the difference between customer management and customer leadership. Shep Hyken.

Customer Service 174

Customer Service Consulting Consulting Marketing 174

NICE inContact

AUGUST 7, 2019

If delivering extraordinary digital customer service were as simple as following a formula, everyone would be doing it. In fact, 89% of tweets from customers to businesses still go unanswered, and poor customer service is one of the main reasons for customer churn. But not everyone is.

Customer Service 54

Customer Service Chatbots CRM call center software 54

Toister Performance Solutions

MAY 28, 2019

There's a special customer service skill-building workout that I like to do. The best part is you can do the workout while you are the customer. It's convenient and it often leads to better service, like my experience on the flight. So my intention to be a good customer is a way to practice having a vision.

Customer Service 62

Customer Service Airlines Contact Center Personalization 62

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Addressing Customer Needs.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Toister Performance Solutions

JULY 13, 2017

The term "soft skills" is typically used to refer to a wide range of interpersonal skills. This includes leadership, emotional intelligence, and customer service. There's no doubt these skills are important, but calling them soft skills creates a problem. He asked 17 customer service leaders to weigh in.

Customer Service 51

Customer Service Coaching Personalization Contact Center 51