ShepHyken

MAY 19, 2021

By the way, this is the same exercise we teach in our customer service training programs. We have clients that have been doing this exercise for years. It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. Because it works!

Customer Service 359

Customer Service Coaching 359

Toister Performance Solutions

OCTOBER 18, 2018

They contact me to ask if I know of any good exercises or resources. The ultimate customer service team building exercise is writing a customer service vision. I've heard from quite a few Customer Service Tip of the Week subscribers lately who are trying to create team cohesion and motivate a group of employees.

Customer Service 48

Customer Service Employee engagement Management 48

ShepHyken

JANUARY 20, 2021

The good news is that if you haven’t done it yet, you don’t need to get to the level of detail you normally would for this exercise. This is the type of exercise that is not a “one and done.” Identify: If you haven’t already done a journey map of what your customers experience as they do business with you, it’s time to do it.

Customer Service 403

Customer Service Journey mapping Customer Experience 403

CX Journey

JULY 7, 2015

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. This is key to avoiding that "exercise in futility" mentality or outcome. Today's post is a modified version of a post I originally published on Touchpoint Dashboard on February 4, 2015. You put it on the wall. And nothing changes.

Journey mapping 68

Journey mapping Customer Experience Feedback Coaching 68

ShepHyken

AUGUST 1, 2023

Here is a great example of the power of this exercise and impress your customers. One of the regular assignments for their employees is to share examples of how they created a Moment of Magic® for a customer or colleague. They do short write-ups and share them with their managers.

Customer Service 294

Customer Service Customer Experience Management 294

Myra Golden Media

AUGUST 6, 2021

One of my students typed out the following scenario in an exercise: Situation: The delivery company and the customer feels scammed; they want their money back immediately. I’m reviewing an exercise right now from one of my students in Australia. Look over my shoulder while I grade work!

Customer Service 156

Customer Service Customer Experience 156

Help Scout

AUGUST 22, 2023

Use this guide to train new team members, engage in role-playing exercises, or just refine your own approach to customer service scenarios. Read the full article

Customer Service 81

Customer Service Scripts 81

ShepHyken

JUNE 27, 2023

Go through an exercise in simplification by asking questions like these: Is any part of the process of our customer experience (or employee experience) redundant? Most likely, your business has a few more “moving parts” than a BBQ restaurant. Is there anything in our process that is unnecessary?

Customer Service 312

Customer Service Customer Experience Marketing 312

ShepHyken

OCTOBER 21, 2020

Even though I want you to think beyond your competition, you should still do the exercises in this step and the next. You must be able to keep up with your competition, and this exercise helps. The key is having a diverse group of thinkers. List your competitors and ask two questions: “What are we doing that they don’t do?”

Customer Service 390

Customer Service Real estate B2C Customer Experience 390

ShepHyken

SEPTEMBER 14, 2016

So, as we approach this year’s customer focused holiday, I want you to consider working through an exercise that will help you create a better customer service experience. Now, back to the exercise. Sounds like a simple exercise, and for some it will be. The easiest way to get to it is www.ShepTV.com. If so, you’ve delivered.

Customer Service 323

Customer Service 323

Beyond Philosophy

FEBRUARY 3, 2022

On a recent podcast, Anna called into the I’m In a Pickle feature to use their journey mapping exercise findings effectively. In Anna’s case, I would start with a simple exercise to get the journey map off to a good and practical start. Have you ever tried to change a habit, maybe about diet and exercise?

Journey mapping 195

Journey mapping Customer centricity Customer Experience Contact Center 195

Beyond Philosophy

JUNE 8, 2023

I have plenty of experience with this inefficient exercise in my career, and I thought I might have some things to share with all of you to get those necessary approvals. This exercise is an excellent example of these concepts. It’s a marketing exercise. In our recent podcast, Context is King!,

Finance 195

Finance Personalization Marketing Customer Experience 195

Toister Performance Solutions

AUGUST 10, 2023

Here's an exercise that can help. This exercise will help you identify some of those skills you naturally use. Do you tell your partner that you’ve included them in a customer service training exercise? One exercise that helps is the Thank You Letter challenge. Watch the short video below. Find a partner.

Customer Service 95

Customer Service Scripts Personalization Feedback 95

Myra Golden Media

MAY 7, 2019

I have my workshop participants go through this exercise for at least ten issues. Do this exercise in your company, and you’ll instantly improve customer interactions. What do you think would be helpful for your customer to know at this point? Is there some detail or tip you can offer that will make your customer’s life easier?

Transportation 276

Transportation Customer Experience Customer Service Management 276

Nicereply

NOVEMBER 9, 2021

An excellent way to illustrate assumptions and how their impact is the Peanut Butter and Jelly Sandwich exercise. In this exercise, the leader will follow the instructions from the trainees precisely as they say them. Keep in mind that even this exercise has assumptions in it. More proof that assumptions are everywhere!

Customer Experience 124

Customer Experience SaaS Customer effort Sales 124

Beyond Philosophy

SEPTEMBER 10, 2022

Did you take up a hobby or a new exercise program? We undertake this exercise by asking a lot of questions. What did you do during the lockdown? Did you watch hours of news coverage hoping for some good news? Were you in the kitchen working with your sourdough starter? Or were you on the couch watching the entirety of Netflix?

Customer Experience 170

Customer Experience Consulting Consulting Healthcare 170

ShepHyken

JANUARY 1, 2020

I have a little two-part exercise for you to do. The second part of the exercise is to create a plan to repeat them. The first part is to answer the following question: “What ten things happened in the past year that you are most proud of or grateful for?”. Here are a few of mine: In business, I did 47 speeches for amazing clients.

Customer Service 274

Customer Service Personalization Management 274

Fonolo

AUGUST 29, 2023

Create engaging workshops that combine theoretical knowledge with practical exercises. It’s also a great idea to incorporate empathy-building exercises that encourage agents to step into customers’ shoes. These exercises could involve discussing challenging scenarios, brainstorming solutions, and sharing personal experiences.

Contact Center 67

Contact Center Call Center Customer Service Abandon Call 67

ShepHyken

APRIL 28, 2021

She was probably just going through the motions with the troubleshooting exercise, not really paying attention to her customer. The customer service rep would never have suggested taking the car to the dealership had she truly heard the customer say, “It won’t start.” Show some empathy. This ties back to listening.

Scripts 435

Scripts Customer Service Customer Support Transportation 435

Myra Golden Media

APRIL 26, 2018

Within seconds, the group learned that this exercise was anything but simple. We spent the rest of the workshop discussing the exercise. We jumped into the exercise without asking Myra questions, and we didn’t try to strategize together. My client’s group is not unique in how they responded to my pole exercise.

Customer Service 189

Customer Service Personalization Customer Experience 189

Toister Performance Solutions

APRIL 14, 2022

Here are a few of my favorite exercises for building rapport, listening, and problem-solving skills. Here are three exercises you can use to practice your rapport skills while you are a customer. Here are three exercises you can use to practice your rapport skills while you are a customer. This exercise is called Make Their Day.

Customer Service 62

Customer Service Personalization Accountability 62

CCNG

AUGUST 16, 2023

Surveying shouldn’t be a feel-good exercise in your company – it needs to be taken seriously by every person to truly make the voice of the customer alive in your organization. One of the best transaction surveys I’ve encountered is from Delta Airlines.

Surveys 195

Surveys CCNG Airlines Customer Service 195

ShepHyken

JULY 1, 2019

My Comment: Journey mapping is a powerful exercise that all companies should practice. This excellent article breaks down the process with six steps that it takes to work through this important exercise. A Mile in Their Shoes: How to create a visual representation of your customer’s experience with your brand.

Customer Service 307

Customer Service Journey mapping Customer Experience B2C 307

Contact Center Pipeline

OCTOBER 17, 2018

Not dentist-root-canal painful, more like exercising-again-after-taking-a-longer-break-than-you-should-have painful. Fair warning: Reading this article could be painful for you. But it may also give you a punch in the stomach, because I’m going to say things to you that may make you feel foolish for not seeing them before now.

Contact Center 190

Contact Center Call Center Management 190

CCNG

JUNE 29, 2021

Not only is the adherence to procedures, controls, and regulations evaluated, but “good business practices” are celebrated and socialized, relationships are built and developed, and the collaborative exercise serves as a career development and learning opportunity for associates.

CCNG 195

CCNG Contact Center Customer Service Management 195

ShepHyken

MARCH 10, 2023

Creating opportunities for remote socials and team-building exercises will make it easier for team members to reach out to one another for support. A great way to resolve this is to encourage regular calls between agents so that they can get to know each other and share their experiences and knowledge.

Customer Service 298

Customer Service Employee engagement Customer Support Customer Experience 298

Beyond Philosophy

JANUARY 28, 2023

14:25 Colin poses the next question about the data used to segment customers and whether it is meaningful for this exercise (spoiler alert: if it involves small, medium, and large, then it isn’t). 11:42 We lead into the first question about segmentation and how it should serve your organization.

Customer Experience 221

Customer Experience Sales Surveys Consulting 221

Beyond Philosophy

JANUARY 2, 2021

In this episode, we discuss this exercise’s critical question to present a new experience for your customers. 18:32 Colin and Ryan emphasize what the goal should be for this exercise over the next couple of months. Key Ideas to Improve Your Customer Experience.

Customer Experience 170

Customer Experience Consulting Consulting Education 170

Beyond Philosophy

NOVEMBER 29, 2019

This exercise requires self-analysis and answering critical questions about the priority placed on Customer Experience. In our global Customer Experience consultancy, we use the Naïve to Natural model to help organizations realize where they are with their present Customer Experience regarding Customer Centricity.

Customer centricity 355

Customer centricity Customer Experience Consulting Consulting 355

Myra Golden Media

DECEMBER 13, 2018

I do an exercise in my workshops using a 12-foot pole. People find this exercise hard. It’s Bigger Than You. I instruct attendees to lower the pole to the ground. I make things interesting by explaining that the pole can’t lose contact with people’s index fingers and that they can’t use gravity to pull the pole down.

Customer Service 270

Customer Service Customer Experience 270

ShepHyken

AUGUST 28, 2023

Customer loyalty doesn’t happen by accident, so this idea, a variation of a journey map exercise, will help you understand the customer’s behavior on their way to loyalty. This short article emphasizes that with several strategies, one of which is worth highlighting, which is to understand the journey your customer takes to loyalty.

Customer Service 156

Customer Service Customer Experience Feedback Journey mapping 156

ShepHyken

JANUARY 15, 2020

For some cases, you may consider repeating these training exercises and drills every six months. Repeat training is the only way to ensure everyone is ready to react. Fire drills and other role play should be done regularly to reinforce how to handle extreme issues. So, make your list. Write out what needs to happen.

Customer Service 391

Customer Service Customer Support Management 391

ProProfs Blog

JULY 20, 2021

Questions that ask for a socially desirable response like exercising, meditating, going to church regularly, etc. Explain the reason for the whole survey exercise. You can assure your respondents that the survey is conducted as a group exercise for better research and policymaking purposes. How often do you exercise?

Surveys 145

Surveys Feedback Personalization Government 145

ShepHyken

DECEMBER 6, 2022

Plus, Shep and Diane share exercises you can do with your team to figure out what you are doing that prevents your customers from having a frictionless experience. Quotes:   .

Customer centricity 304

Customer centricity Customer Experience Customer Service Consulting 304

ShepHyken

OCTOBER 26, 2016

One of the most popular exercises we share with our clients is something called the Moments of Magic Card®. However, for the purpose of this exercise, only one example is needed. A customer service book, written by your employees, featuring great customer service experiences, for both internal customers and external customers.

Customer Service 328

Customer Service 328

Injixo

AUGUST 14, 2023

And, not to forget, Excel’s formula arsenal, from simple arithmetic to complex lookups, which forms the backbone of any planning exercise. Conditional formatting visually highlights specific trends or outliers in your data, making discrepancies or peaks immediately recognizable.

Management 52

Management Consulting Consulting 52

ShepHyken

JANUARY 17, 2023

Get to know your company’s customer experience through a journey mapping exercise. If you lead the customer down the path of self-service and there are problems, make it easy for them to find a number and transition from the digital channel to the human channel.

Self service 156

Self service Customer Service Customer Experience Journey mapping 156