The Best Feedback Question

ShepHyken

It may be one of the best feedback questions I’ve ever heard. In one quick question, the customer gets to grade the support rep that took the call. It sums up if the customer was happy and if the agent did their job.

Charging More for a Better Customer Service Experience

ShepHyken

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?

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What Makes Good Customer Service

ShepHyken

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?”

5 Top Customer Service Articles for the Week of June 17, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. 7 Powerful Customer Service Phrases You Need to Use by Josh Carlyle. 3 Tactics CEOs Use to Improve Customer Experience Culture by Oisin Ryan.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Customer. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. said self-service availability. customers to order their favorite.

Guest Blog: Improving Customer Experience Using Employee Feedback Data

ShepHyken

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. That element is employee feedback. Employee Feedback – Pure Gold!

How to integrate customer feedback into customer service training

UJET

Your team hears more direct customer feedback than anyone else in the company—their interactions make up the bulk of the customer experience. customer service Customer Experience

5 Top Customer Service Articles for the Week of August 26, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. 37 Customer Experience Statistics You Need to Know for 2019 by Toma Kulbyt?. 5 Strategies On How To Stay Ahead Of Customer-Driven Disruption by NJ Goldston.

Call Center Agent Feedback: Tips & Best Practices for Providing Effective Agent Feedback

Callminer

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. However, knowing how to deliver feedback can be tricky. Unfortunately, there are a number of pitfalls that can derail the process of delivering effective feedback.

Guest Blog: Customer Service Training Ideas to Help Build Brand Advocacy

ShepHyken

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.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and. quickly act to meet new customer expectations. percent) and direct feedback from customers (39. feedback from.

5 Top Customer Service Articles for the Week of October 15, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer. So, how do you get feedback?

Video Games versus Customer Service

Taylor Reach Group

Box for comments and feedback. Most major video game companies are shifting to a “games as a service” model where you purchase a game with the expectation of playing it months, even years, down the line. With no reassuring statements from Bethesda, unhappy customers only got louder.

Customer Feedback is a Gift Your Business Can’t Live Without

Steve DiGioia

Why Are You Losing Customers? The fact is, most customers don’t tell you why they left, they simply go away and find someone else to do business with. I’m going to give you 8 simple questions you can ask any customer that will give you some of the best feedback you’ll ever get. But first, here is a statistic that I’ve shared before: 91% of customers who are unhappy with a brand will just leave without complaining – Esteban Kolsky, founder and principle of Thinkjar.

Guest Blog: Customer Service Role … Avoid these Myths on Customer Service

ShepHyken

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. Customer service designs that are remarkable get talked about. Your customers will thank you.

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.

5 Top Customer Service Articles for the Week of December 17, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Why Customer Experience Has Never Been More Vital by Samantha Paxson. These 3 Steps Will Turn Occasional Customers Into Loyal Ones by Rhett Power.

5 Top Customer Service Articles for the Week of September 23, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. How To Tell If A Customer Service Agent Will Help You by Christopher Elliott. After all, the title is “How to Tell if a Customer Service Agent Will Help You.”

The need for excellent customer service training

Peter Lavers

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!

What’s the difference between customer service and customer experience?

Call Center Coach

While I knew our time together would be full of sharing and insight, I especially loved the way he was able to answer the nagging question, “What’s the difference between customer service and customer experience?”. And my passion is all about service.

Moving Customer Service to Customer Experience and How It Benefits Your Business

Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders

This webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience. The psychology behind consumer behavior and experiences will be addressed as a foundation leading to the methods to build connection with customers to drive loyalty.

Guest Blog: 4 Clear Links Between Customer Service and Online Reviews

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Ben Roberts, writes about the link between customer service and online reviews. I also think customer service is an integral aspect of any business, and that by improving service, you build customers for life.

Customer Service Principles ALWAYS Apply

Call Center Weekly

To the agents, this may create pushback, anger and frustration that may unexpectedly be directed at customers. Fortunately for me, I was quite keen to offering exceptional service. It feels natural to apply the principals I learned while working in customer support.

5 Top Customer Service Articles For the Week of March 6, 2017

ShepHyken

Each week I read a number of customer service articles from various online resources. How Artificial Intelligence is Transforming Enterprise Customer Service by Adelyn Zhou. Listen to Your Employees, Value Your Customers – an interview with influencer Ricardo S.

5 Brand Websites Doing Customer Service Right

Fonolo

Whatever your business or its size, the first place your customers go when seeking help is your website. You don’t have to be reachable by phone 24/7, but you do have to give your customers a way to solve their problems or get in touch when they can’t help themselves.

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.

5 Top Customer Service Articles for the Week of June 3, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. 10 Ways to Improve Your Customer Experience (CX) by Diana Kaemingk. Qualtrics) If you’re ready to improve your customer experience, check out these 10 tips.

Guest Blog: Is Your Contact Center Using the Right Customer Feedback Tool?

ShepHyken

This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken.

5 Top Customer Service Articles For the Week of October 17, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres. 80% of Customer Loyalty is Driven by These 3 Service Attributes by Adam Ramshaw.

5 Top Customer Service Articles for the Week of May 6, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. 4 Reasons Customer Service Ratings Matter More Thank You Think by Team Support. Team Support) Feedback matters in the customer-centric era of business we work in.

3 Ideas to Help Customer Service Employees Work Through Burnout

Myra Golden Media

Don’t allow customer service employees to spend more than 80% of their time on the phones. Imagine spending your entire day in conference calls, escalated calls with customers and returning calls! I created a task force of 4 customer service agents.

100+ Customer Service Statistics & Facts of 2019

ProProfs Blog

Do you know how to keep your customers satisfied? Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure. Latest Customer Experience Trends.

5 Top Customer Service Articles for the Week of June 10, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner.

Top 20 Customer Service Blogs You Have to Read in 2020

Fonolo

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.

Guest Blog: Creating a Great Remote Customer Service Team

ShepHyken

This week we feature an article by Wayne Turmel who writes about how to be successful with a remote customer service team. When you’re trying to serve your customers, your reps must be self-starting, relatively autonomous, and focused on their jobs.

Stop Drama from Poisoning Your Customer Service Team

Contact Center Pipeline

It usually starts with increased attrition and distracted and disengaged employees, and ends with poor performance and spiraling customer satisfaction. Agent Morale call center contact center employee engagement employee feedback employee morale voice of the agent workplace culture

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20+ Important Strategic Customer Service Objectives

ProProfs Blog

Do you follow specific customer service objectives as parameters to gauge the performance and efficiency of your support team? . If not, then how do you measure customer success? In this blog post, you can discover service objectives examples ideal for all types of organizations.

Customer Service Innovation — How Chatbots are Evolving

TechSee

One of the biggest changes happening in customer service right now is in automating the customer experience. Now that so much of the customer experience is self-service, businesses need to make every part of a customer’s interaction fast, easy, and intuitive.

Guest Blog: What Hospitality Industry Has Taught Us About Customer Service Best Practices

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. At the beginning we did lots of interviews with other customer experience experts to learn more.

New Research: Customer Service Trends and Best Practices

GetFeedback

Customer service is undoubtedly a key player in any company’s customer experience (CX) program. It’s the necessary companion to a great product or service —in fact, 80% of customers say that the experience a company provides is as important as its products or services.