ShepHyken

JULY 12, 2021

(The Observer) Now, in order to submit an application to Fordham, all students are required to take Customer Service Competency, a course soon to be offered in most high schools. Well, Fordham University takes this concept to the next level, requiring the course to be taken before admission. Out of 1,000 consumers, 65% said, “Yes.”

Customer Service 312

Customer Service Entertainment Coaching Self service 312

ShepHyken

DECEMBER 7, 2022

When a client is interested in engaging me to speak at their meeting, I’ll usually ask in our initial call, “Why is hiring a customer service speaker important to you at this time?”  . Of course, there are other answers, but for today I want to focus on the last one, which is about the competition catching up. .

Customer Service 190

Customer Service Surveys Customer Experience Sales 190

ShepHyken

MARCH 31, 2024

Of course, there’s more! According to our customer experience research , only 18% of consumers in the US believe the government delivers great customer service. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. My Comment: Kudos to the government!

Government 201

Government Customer Service B2B B2C 201

CCNG

APRIL 12, 2024

Chances are you have most of the information on your website, training manuals, FAQs, or another source. Why “You Need AI In Your Contact Center” Is Terrible Advice Of course, you do need AI in your contact center, however, that is like saying you need to eat right to be healthy. Let’s take modern chatbots for example.

Contact Center 221

Contact Center Interactive Voice Response CCNG Chatbots 221

The Northridge Group

APRIL 15, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. How Will AI Impact the Employee Experience?

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

ShepHyken

JULY 11, 2023

It’s too bad about all that noise from the road construction.” The front desk employee practically cut me off and curtly stated, “It’s out of our control.” Of course, I knew it wasn’t the hotel’s fault. I responded, “I love this hotel. I didn’t blame them, but she was quick to point that out anyway.

Construction 296

Construction Customer Service Customer Experience Management 296

ShepHyken

JANUARY 15, 2020

One of our Shepard Letter subscribers, Tom Korff, wrote in with an important question: how should customer support agents handle callers who are threatening to harm themselves and/or others? Of course, the follow-through is just as, if not more, important. Train everyone in your organization how to respond using this process.

Customer Support 378

Customer Support Management Customer Service 378

Beyond Philosophy

JANUARY 14, 2023

In sales, it can be tough to know when a customer is no longer deciding but already decided—unless, of course, they tell you that out loud. One of our listeners, Jason Bradley wrote in with a business pickle wanting to know what some of these signs are. So, it is incumbent upon you to read the signs that a customer has decided to buy.

Consulting 243

Consulting Consulting Sales Surveys 243

ShepHyken

OCTOBER 24, 2022

Top 5 Customer Experience Courses and Certifications by Scott Clark. Brands looking to facilitate such growth, as well as CX professionals interested in improving their knowledge, are now turning to numerous online courses available for customer experience. Some training courses are designed for all employees.

Customer Service 128

Customer Service B2C B2B SaaS 128

Myra Golden Media

MARCH 18, 2020

If you and your customer service employees are stuck at home like most of us, it can be a fantastic time to jump into the professional development training you’ve been putting off. If your company already has a LinkedIn Learning subscription, my courses are no additional cost to you. SCORM COURSES FOR YOUR LMS.

Customer Service 177

Customer Service Customer Experience 177

ShepHyken

SEPTEMBER 30, 2020

And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. I also believe it’s a time to think about our customers as well. We surveyed over 1,000 consumers as part of our 2020 Achieving Customer Amazement Survey and asked them just that. The results?

Customer Service 313

Customer Service Surveys Accountability Customer Experience 313

ShepHyken

APRIL 1, 2024

Of course, there’s more! According to our customer experience research , only 18% of consumers in the US believe the government delivers great customer service. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. My Comment: Kudos to the government!

Government 190

Government Customer Service B2B B2C 190

CCNG

JANUARY 25, 2023

That being said, the term Quiet Quitting may have crept into use to help mask the fact that, as a contact centre industry, we’ve not yet cracked how to engage our teams, particularly how to adapt our styles from a ‘bricks and mortar’ leadership approach to leading in a remote and hybrid world. What’s the Problem With Quiet Quitting?

Call Center 195

Call Center Coaching Employee engagement Benchmark 195

ShepHyken

JUNE 16, 2021

For example, one of our servers had his name at the top of the badge, and underneath it read, “My passion is my family.”. Case in point, our server was so excited to tell us about his family. Of course, we told him about ours. But on this trip, the name badges didn’t state where the team members were from.

Customer centricity 347

Customer centricity Customer Service Customer Experience 347

Beyond Philosophy

DECEMBER 7, 2016

Train them a lot more than you do now. They might train on systems or operational tasks, but there is no additional training beyond the initial new-hire regimen. They might train on systems or operational tasks, but there is no additional training beyond the initial new-hire regimen.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Steve DiGioia

JULY 10, 2023

Imagine this: you work tirelessly for weeks on end to train a new employee, pouring all your knowledge and expertise into them. Was it worth training these employees or was it money down the drain? Employers invest significant time, energy, and resources into training new hires, only to see them leave shortly after.

Technology 130

Technology Personalization Customer Service Management 130

ShepHyken

JUNE 6, 2023

Of course, business is business, and I hope these free offerings lead to someone saying, “I want to book Shep as our customer experience keynote speaker for our next meeting.” Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Advertising 212

Advertising Customer Service Customer Experience Sales 212

CCNG

JANUARY 31, 2024

According to a recent PWC Annual Global CEO survey, 40% of global CEOs think their organization will no longer be economically viable in ten years’ time if it continues its current course. How can we efficiently transfer the evolving knowledge to both our workers and customers? Alignment is necessary for the customer experience.

CCNG 195

CCNG Self service Best practices Chatbots 195

Myra Golden Media

JULY 2, 2019

Tae my 3 0-minute De-escalation Online Training , and you’ll be able to: Handle Any Difficult Customer. Hi Myra, your training yesterday was fantastic. In regards to your eLearning course, your coaching has immensely helped me with a few difficult calls these past three weeks. Are you 100% confident you can handle it?

Coaching 264

Coaching Feedback Customer Support Management 264

Steve DiGioia

JUNE 21, 2021

It was easy for me to get in the frame of mind that these “servers” would do a terrible job and the party’s attendees (our customers) would suffer. After I supplied them with pens (a MUST HAVE for any waiter) they took food orders tableside and served the 4-course meal with enthusiasm. The guest of honor was happy as well as our host.

Morale 299

Morale Customer Service Management 299

Myra Golden Media

MARCH 27, 2018

I just finished recording a fully customized 14-module video course for a new client. One of the strategies I prepared for my client’s customized training is 4 Things You Can Do To Help Your Customers Cut to the Point. Online Training Customized For Your Company! Online training is completely customized to your objectives.

Scripts 189

Scripts Contact Center Management Customer Service 189

Beyond Philosophy

AUGUST 18, 2022

Of course, many teachers are, too. Situational Psychologists agree that we have differences, but those are less significant than how we interact with our environment. When I get a new iPhone, I don’t go to training for it to find out what it does. Most of us do not have clinical training for this type of application.

Personalization 367

Personalization Consulting Consulting Management 367

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. As the industry advances, so do the methods we use to ensure our workforce is performing at its best. A strong call center training program should not just be part of your onboarding process. What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

CCNG

SEPTEMBER 22, 2022

Certainly, our current and former staff members are considering their options -- maybe even quitting -- and that is a sad commentary on us as employers. What does it say about the roles and the work these folks have done in our call and contact centers that leaving seems like a good idea?

CCNG 195

CCNG Contact Center Consulting Consulting 195

ShepHyken

MAY 4, 2022

Of course, I thanked her and I found my seat, just a few rows from the front of the plane. That’s where so much of customer service comes from – what our parents teach us. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. I was wearing a baseball cap with the St.

Airlines 319

Airlines Customer Service Personalization Customer Experience 319

Beyond Philosophy

JANUARY 2, 2019

Contrast this outcome with our clients’ that dedicate resources to improving Customer Experience. They are not the right people to do the job in the first place, they have not had the proper training, or they have no authority and cannot enforce the new way of working. Maersk Line is an excellent example. Measure your results.

Customer Experience 390

Customer Experience Consulting Consulting Education 390

Callminer

FEBRUARY 4, 2021

Download our white paper, The Vulnerability Blueprint: How to Identify, Support and Retain Vulnerable Customers , to learn more about how your organization can identify and support vulnerable customers. Meet Our Panel of Call Center Experts & Business Leaders: Kevin Lee. Chris Laan. Adrian Travis. Michael Stahl. Jeanine Duval.

Call Center 345

Call Center Contact Center Finance Consulting 345

ShepHyken

MAY 20, 2020

For example, when our clients buy our online customer service courses , we onboard them through a Zoom call. We want our clients to know that we’re always in the background paying attention to them. Our belief is that beginning the renewal process shouldn’t wait until just before it’s time to renew.

Customer Service 346

Customer Service Customer Experience Personalization Customer Care 346

ShepHyken

SEPTEMBER 2, 2020

That brings me to a message I received from Antonia Sismani, one of our faithful subscribers. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. Some people say that the term “client” implies a long-term relationship. Then there is the term “guest.” Follow on Twitter: @Hyken.

Customer emotions 384

Customer emotions Customer Experience Customer Service 384

ShepHyken

MAY 29, 2019

The other day my friend and one of our avid Shepard Letter readers, Doug Schukar, shared this quote he heard over and over from his father growing up. My take on this is that no matter how tough the day is, tomorrow is another day… and of course, the sun will rise. And, of course, the sun will rise. Follow on Twitter: @Hyken.

Customer Service 279

Customer Service Personalization 279

Myra Golden Media

APRIL 1, 2019

You have a responsibility to train employees, coach, and give feedback. I’d misplaced the keys to my rental car on the second day of filming for a training course. Of course, all of this dominoes to make me late for lighting, where the Director, Light Tech, and everybody else would be waiting. ” 3. .”

Morale 276

Morale Coaching Feedback Management 276

Myra Golden Media

NOVEMBER 27, 2017

Years ago, when I managed a small call center, I realized that my team had to ask our customers seven questions. Through call monitoring, I could hear, that our customers were annoyed with our “many” questions before we even started helping them. Our customers liked them too. Seven questions is a lot.

Call Center 360

Call Center Customer Service Customer Experience Management 360

ShepHyken

MARCH 17, 2021

A great example of this comes from Dawn Mushill, one of our Shepard Letter subscribers. Of course, he was joking. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. Sure, they want to make the sale, add more revenue and get higher ratings. What company doesn’t want that?

Sales 429

Sales Customer Service Management Customer Experience 429

ShepHyken

DECEMBER 18, 2019

We often spend a month preparing for a full-day meeting to help our clients create their mantra. For example, ours at Shepard Presentations is “Always Be Amazing.” We want to be amazing to our clients and help them be amazing. Our friends at Ace Hardware have a simple one too: “The Helpful Hardware Place.”

Customer Service 306

Customer Service Customer Experience Marketing 306

TechSee

JUNE 29, 2023

Training an LLM to Know and Write Standing up an LLM-powered chatbot requires training, tuning, testing, and validating the LLM’s knowledge and guidance. Like agents, the LLM must have visibility into system outage statuses and training on the latest agent guidance or best practices. Will AI Replace Humans Entirely?

Chatbots 202

Chatbots Customer Service Wait times APIs 202

ShepHyken

JULY 27, 2022

Sometimes it’s not that our company isn’t a good place to work, but someone has offered an even better place to work. Continual training keeps employees interested and helps build new skills. . If you hire good people and train them well, let them do their job! . And of course, there’s proper compensation and benefits. .

Customer Service 167

Customer Service Employee engagement Customer Experience 167

ShepHyken

APRIL 15, 2020

Rather than give the “fine print” a legal heading, they entitled it, “Covering Our Butts.” Of course, there is a time and a place for this type of humor. Recently, one of our Shepard Letter subscribers shared an example of what they use instead of the traditional music when a customer is put on hold. More people read it.

Entertainment 350

Entertainment Customer Experience Customer Service Employee engagement 350