This week we released part two of our Agent Experience Index survey covering the gig economy and how customer service agents feel about it. Currently, 16% of customer service agents are working in the “gig economy” and we expect that number to continue to rise. MORE
How to Celebrate Customer Service Week All Year. The goal of Customer Service Week, which began in 1984, is to recognize those who deliver great service and value to customers. How easy it is for your customer service reps to offer a discount or gift card? MORE
What qualifies an excellent customer service experience? Customer Service automatic call-backs call center chatbots contact center customer serviceWe are all consumers who need a little help once in a while, so you would think that this is an easy question to answer—that there are some largely apparent and agreed-upon factors. A timely response, a friendly representative, and of course getting the problem solved in the […]. MORE
This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. MORE
The customer you’re speaking to must have missed their cup of coffee today. For many of us in customer service, we tend to be relational people. The post Eating Your Feelings in Customer Service appeared first on Customer Service Life. MORE
Customer Service BlogWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. MORE
I’ve written about the customer service gap before. The second version of the gap focused on narrowing the distance between you and your customers. This also puts your competition further away from your customers. Here are just a few ideas: Survey your customers. MORE
Customer Service Blog customer-service-trainingWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. MORE
139 
This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. In the service niche, customers have come to expect real-time resolutions to their problems. MORE
Every week, I’m asked, “What is changing in customer service?” The expected answer is that I’ll talk about all the new ways customer service and support is conducted – and I do. There’s self-service solutions that include robust frequently asked questions and video. MORE
Some people are just naturally good at providing great customer service. I realized that there was a point in my life that I could look back and say, “That’s when I knew I was passionate about taking care of customers.” That was my “Customer Service DNA.”. MORE
Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! MORE
customer-service-techniquesWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. MORE
166 
Don’t you hate it when you have an urgent customer service matter that requires live assistance? As customers, we should never refuse VIP treatment, right? The post The Score: Good Customer Service 1 Technology 0 appeared first on Aspect Blogs. MORE
Customer Service VideoWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. MORE
167 Customer Service Video customer-service-techniquesWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. MORE
135 
This week we feature an article by Patrick Thuot who shares an infographic about how customer service can help the retail industry. A customer-centric approach can help any type of business succeed. – Shep Hyken. This offers an opportunity to delight the customer. MORE
National Customer Service Week is coming up the first week in October. This is a time to appreciate employees for doing a great job taking care of customers. And, of course, there is showing some love and appreciation to your customers. What makes good customer service?” MORE
Last week’s post offered a brief look back at a couple of social customer care pioneers—two companies that led the industry in 2009 by demonstrating how customer service could be delivered through social channels. MORE
And he had on a customer who was at traveling to his wedding and he had missed his flight. Bruce Eidsvik: We want to surprise the agent and the customer, so I think we’re still good there. You know you hear a lot about bad customer service, type in customer service you’re going to get zillions of bad stories. It’s time you share those amazing examples of heroic customer service. MORE
This week is National Customer Service Week. Happy Customer Service Week! It became a book, officially titled, Be Amazing or Go Home: Seven Customer Service Habits that Create Confidence with Everyone. Delivering good customer service is a habit. MORE
142 
Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0 Social Customer Care call center contact center social customer service user experience MORE
Sometimes it’s what a customer doesn’t do or doesn’t say that gives you the opportunity to create an amazing customer service experience. And, you’ll take advantage of this moment to deliver a better service experience. MORE
With that in mind, I’d like to share five customer service tips every business must do to stay competitive in 2018: Embrace the changing expectations of your customer: This one I’ve touted every year. The customer expects more than ever. MORE
Call Center Contact Center Customer Service Leadership Videos Brad Cleveland Call Center Management On Fast Forward MORE
Customer Service Blog customer-service-trainingWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. MORE
105 
Recently, I was reminded of an article the Institute’s Evergreen Journal published on delivering great customer service. The article, “Great Customer Service on a Shoestring Budget,” is available here. MORE
The way we engage with or provide customer service is no exception to that. Select service industries are traditionally dominated by either male or female service staff. Gender Differences in Customer Perception And Satisfaction. Improving the Customer Experience. MORE
When it comes to creating an exceptional service culture, nothing is more important than a team’s ability to collaborate well. MORE
Consumers say Customer Service is important to them when choosing a brand and forming loyalty with it. 97% of Customers believe that Customer Service is important to them when they choose where they do business. Customers are a demanding lot. MORE
Two years ago I reported on NewVoiceMedia’s “serial switchers” report that indicated that $62 billion was lost due to poor customer service. Customers want and expect more than ever before – because that’s what we have we taught them. MORE
Customer service is what I’m all about. It is my life’s mission to help companies create a customer service experience that customers think is amazing. But, surely some company that is totally focused on their customers would already own it. MORE
This week we feature an article by Eugene Aronsky who talks about good customer service versus bad customer service and how proper training and proper knowledge are key to answering any question that a customer may have. – Shep Hyken. What is Good Customer Service? MORE
As an executive in any organization that provides customer service, the worst possible message that you can receive is that “suddenly” a customer is leaving due to poor customer service, or that they’re dissatisfied to the point that they’re going to explore their options with your competitors. MORE
It would seem the interpersonal, rich human experiences we have come to expect in our daily lives, as customers and as people, where our baser needs are met (to be seen, heard, understood, and cared for), are scarce. More specifically, they are the Humans of Customer Service. MORE
I heard more of the same when I called customer service and the rep tried to convince me tiny car was a mid-sized SUV. Frustrated by the difficulty, I promptly returned the car and found another company that had both a larger vehicle and better service. MORE
Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com ’s tagline is Powered by Service. Three words that exhibit a commitment to the customer. MORE
138 
Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. It can be the traditional customer service team who fields questions and complaints. MORE
Customer Service BlogWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. MORE
Two years ago, I would have been in the same state of mind—but before you do your best Judge Judy eye roll and surf on, I challenge you to give the Customer […]. Customer Service call center contact center customer service customer service vision vision statementI know what you may be thinking. Yet another meaningless corporate rah-rah statement that will be forgotten in a week!? I’m with you. MORE
It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department? MORE
Here’s what our current customers tell us are the three most fantastic things about our customer service eLearning. Custom website and branding. Operations Manager, Shared Services Training & Development. MORE
If you’re on a call with a customer, and more than three, or four seconds go by, and you haven’t said a word, that’s called dead air space. But for the customer, dead air space feels awkward. Inform the customer, or …upsell. MORE
Customer Service Related Topics Contact Center Pipeline
DECEMBER 7, 2017
Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0 Social Customer Care call center contact center social customer service user experience
ShepHyken
AUGUST 8, 2018
Some people are just naturally good at providing great customer service. I realized that there was a point in my life that I could look back and say, “That’s when I knew I was passionate about taking care of customers.” That was my “Customer Service DNA.”.
Peter Lavers
FEBRUARY 27, 2018
Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now!
ShepHyken
JANUARY 31, 2018
I’ve written about the customer service gap before. The second version of the gap focused on narrowing the distance between you and your customers. This also puts your competition further away from your customers. Here are just a few ideas: Survey your customers.
Aspect
JULY 20, 2018
This week we released part two of our Agent Experience Index survey covering the gig economy and how customer service agents feel about it. Currently, 16% of customer service agents are working in the “gig economy” and we expect that number to continue to rise.
ShepHyken
SEPTEMBER 20, 2017
National Customer Service Week is coming up the first week in October. This is a time to appreciate employees for doing a great job taking care of customers. And, of course, there is showing some love and appreciation to your customers. What makes good customer service?”
ShepHyken
OCTOBER 4, 2017
This week is National Customer Service Week. Happy Customer Service Week! It became a book, officially titled, Be Amazing or Go Home: Seven Customer Service Habits that Create Confidence with Everyone. Delivering good customer service is a habit.
Customers That Stick
MAY 4, 2017
Customer Service Video customer-service-techniquesWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
ShepHyken
MARCH 8, 2017
Customer service is what I’m all about. It is my life’s mission to help companies create a customer service experience that customers think is amazing. But, surely some company that is totally focused on their customers would already own it.
Customers That Stick
OCTOBER 15, 2016
Customer Service VideoWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
ShepHyken
DECEMBER 7, 2016
Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com ’s tagline is Powered by Service. Three words that exhibit a commitment to the customer.
Brad Cleveland
AUGUST 25, 2017
Call Center Contact Center Customer Service Leadership Videos Brad Cleveland Call Center Management On Fast Forward
Beyond Philosophy
OCTOBER 15, 2015
Consumers say Customer Service is important to them when choosing a brand and forming loyalty with it. 97% of Customers believe that Customer Service is important to them when they choose where they do business. Customers are a demanding lot.
Contact Center Pipeline
DECEMBER 14, 2017
Last week’s post offered a brief look back at a couple of social customer care pioneers—two companies that led the industry in 2009 by demonstrating how customer service could be delivered through social channels.
ShepHyken
NOVEMBER 8, 2017
It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department?
Fonolo
AUGUST 16, 2018
It would seem the interpersonal, rich human experiences we have come to expect in our daily lives, as customers and as people, where our baser needs are met (to be seen, heard, understood, and cared for), are scarce. More specifically, they are the Humans of Customer Service.
Contact Center Pipeline
NOVEMBER 22, 2017
As an executive in any organization that provides customer service, the worst possible message that you can receive is that “suddenly” a customer is leaving due to poor customer service, or that they’re dissatisfied to the point that they’re going to explore their options with your competitors.
Call Center Weekly
SEPTEMBER 6, 2017
I heard more of the same when I called customer service and the rep tried to convince me tiny car was a mid-sized SUV. Frustrated by the difficulty, I promptly returned the car and found another company that had both a larger vehicle and better service.
ShepHyken
JUNE 7, 2017
Every week, I’m asked, “What is changing in customer service?” The expected answer is that I’ll talk about all the new ways customer service and support is conducted – and I do. There’s self-service solutions that include robust frequently asked questions and video.
ShepHyken
OCTOBER 18, 2017
Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. It can be the traditional customer service team who fields questions and complaints.
Myra Golden Media
JANUARY 8, 2018
Here’s what our current customers tell us are the three most fantastic things about our customer service eLearning. Custom website and branding. Operations Manager, Shared Services Training & Development.
Contact Center Pipeline
FEBRUARY 1, 2018
When it comes to creating an exceptional service culture, nothing is more important than a team’s ability to collaborate well.
Myra Golden Media
MARCH 15, 2018
If you’re on a call with a customer, and more than three, or four seconds go by, and you haven’t said a word, that’s called dead air space. But for the customer, dead air space feels awkward. Inform the customer, or …upsell.
ShepHyken
MAY 11, 2018
This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. In the service niche, customers have come to expect real-time resolutions to their problems.
Customer Service Life
MAY 14, 2018
The customer you’re speaking to must have missed their cup of coffee today. For many of us in customer service, we tend to be relational people. The post Eating Your Feelings in Customer Service appeared first on Customer Service Life.
Customers That Stick
OCTOBER 17, 2016
customer-service-techniquesWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
ShepHyken
OCTOBER 25, 2017
Sometimes it’s what a customer doesn’t do or doesn’t say that gives you the opportunity to create an amazing customer service experience. And, you’ll take advantage of this moment to deliver a better service experience.
ShepHyken
DECEMBER 29, 2017
This week we feature an article by Patrick Thuot who shares an infographic about how customer service can help the retail industry. A customer-centric approach can help any type of business succeed. – Shep Hyken. This offers an opportunity to delight the customer.
Customers That Stick
APRIL 10, 2017
Customer Service BlogWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
Aspect
NOVEMBER 8, 2017
Don’t you hate it when you have an urgent customer service matter that requires live assistance? As customers, we should never refuse VIP treatment, right? The post The Score: Good Customer Service 1 Technology 0 appeared first on Aspect Blogs.
Fonolo
AUGUST 15, 2018
The way we engage with or provide customer service is no exception to that. Select service industries are traditionally dominated by either male or female service staff. Gender Differences in Customer Perception And Satisfaction. Improving the Customer Experience.
Ansafone
OCTOBER 6, 2017
How to Celebrate Customer Service Week All Year. The goal of Customer Service Week, which began in 1984, is to recognize those who deliver great service and value to customers. How easy it is for your customer service reps to offer a discount or gift card?
Customers That Stick
AUGUST 14, 2017
Customer Service Blog customer-service-trainingWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
ShepHyken
FEBRUARY 9, 2018
This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken.
Call Center Coach
JUNE 25, 2018
And he had on a customer who was at traveling to his wedding and he had missed his flight. Bruce Eidsvik: We want to surprise the agent and the customer, so I think we’re still good there. You know you hear a lot about bad customer service, type in customer service you’re going to get zillions of bad stories. It’s time you share those amazing examples of heroic customer service.
Customers That Stick
JULY 10, 2018
Customer Service BlogWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
ShepHyken
AUGUST 3, 2018
This week we feature an article by Eugene Aronsky who talks about good customer service versus bad customer service and how proper training and proper knowledge are key to answering any question that a customer may have. – Shep Hyken. What is Good Customer Service?
Contact Center Pipeline
APRIL 19, 2018
What qualifies an excellent customer service experience? Customer Service automatic call-backs call center chatbots contact center customer serviceWe are all consumers who need a little help once in a while, so you would think that this is an easy question to answer—that there are some largely apparent and agreed-upon factors. A timely response, a friendly representative, and of course getting the problem solved in the […].
ShepHyken
MAY 23, 2018
Two years ago I reported on NewVoiceMedia’s “serial switchers” report that indicated that $62 billion was lost due to poor customer service. Customers want and expect more than ever before – because that’s what we have we taught them.
ShepHyken
JANUARY 3, 2018
With that in mind, I’d like to share five customer service tips every business must do to stay competitive in 2018: Embrace the changing expectations of your customer: This one I’ve touted every year. The customer expects more than ever.
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