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 348

Customer Service Coaching 348

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 393

Customer Service Journey mapping Customer Experience 393

Toister Performance Solutions

JANUARY 11, 2024

Visual communication works well for email and chat in two situations: Quickly explain simple concepts No other visuals are easily available Customers often contact me for help downloading the exercise files that come with my LinkedIn Learning courses. I try to guide them with visual words since I can't share visuals.

Technical Support 113

Technical Support Customer Service 113

Contact Center Pipeline

JUNE 8, 2021

It isn’t easy to develop training programs, implement exercises to keep your audience entertained, and make sure all the correct […]. Trainers are responsible for helping the onboarding process run smoothly for new agents by delivering the best possible training program tailored to the training class and industry.

Contact Center 264

Contact Center Entertainment Personalization Call Center 264

Beyond Philosophy

FEBRUARY 8, 2024

I wanted to start this week’s issue with this exercise because it denotes the importance of language and the words we use. However, the greater effect might be how these exercises remind employees to connect with people rather than jump right into processes. How did you do?

Scripts 195

Scripts Consulting Consulting Personalization 195

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?”

Real estate 381

Real estate B2C B2B Customer Service 381

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 Management Customer Experience 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

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 302

Customer Service Marketing Customer Experience 302

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 Consulting Consulting 195

Toister Performance Solutions

APRIL 11, 2024

The exercise files from the course. Many of the videos have downloadable exercise files that go with them. Access to Customer Service Foundations for all participants. Jeff's workshop planning tool ( free download ). Contact LinkedIn Learning for pricing and subscription options if you don't already have access.

Customer Service 95

Customer Service Feedback Customer emotions Management 95

Beyond Philosophy

MARCH 7, 2024

You might be surprised to learn that often, in this exercise, we learn that companies do not always know what they value. Moreover, this result is typical for us in the Emotional Signature exercise. It begins by asking the client what the organization values. Do you mean market share? Do you mean advocacy? Repeat business?

Customer emotions 195

Customer emotions Construction Surveys Finance 195

CSM Magazine

JANUARY 16, 2024

In this guide, we will delve into the benefits of integrating workouts into your team’s routine and provide exercises that can be completed in just a few minutes. Boosting Productivity Though it may seem counterintuitive to take breaks from work for exercise, research shows that it actually improves productivity in the long term.

Morale 52

Morale Employee engagement 52

ShepHyken

JANUARY 15, 2024

” His books, Getting Physical: How to Stick With Your Exercise Program , Invent Business Opportunities No One Else Can Imagine , and Competent is Not an Option: Build an Elite Leadership Team Following the Talent Development Game Plan of Sports Champions , are available on Amazon.

Accountability 198

Accountability Coaching Best practices Customer Service 198

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 Marketing Personalization Accountability 195

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

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 Management Customer Service 276

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 Transportation Customer Support Customer Service 435

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.

Personalization 274

Personalization Customer Service Management 274

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?

Consulting 171

Consulting Consulting Finance Healthcare 171

Cisco - Contact Center

NOVEMBER 9, 2023

Five years ago, I found myself sailing across the Arctic Circle to participate in the North Atlantic Treaty Organization’s largest exercise since the Cold War. Walking down the maze-like passageway,… Read more on Cisco Blogs

Sales 83

Sales 83

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 Sales Customer effort 124

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.

Journey mapping 300

Journey mapping Customer Service B2C Big data 300

LiveVox

DECEMBER 14, 2023

However, it’s crucial to exercise caution when implementing changes that may compromise service quality, such as reducing staff numbers when they […] The post Contact Center Operations: A Cost Management Balancing Act appeared first on LiveVox. Every decision you make directly influences the customer experience.

Contact Center 71

Contact Center Management Customer Experience 71

Beyond Philosophy

APRIL 11, 2024

Perhaps more specifically, where does the exercise to uncover a customer’s hidden motivation stop? Ultimately, the tool helps companies form a strategy for a shared purpose based on data that matters and helps customers make progress on the job to be done. However, carrying around the credit cards wasn’t really the job of the Gucci wallet.

Customer emotions 195

Customer emotions Marketing Personalization Sales 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 294

Customer Service Employee engagement Customer Support Management 294

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

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

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 356

Customer centricity Consulting Consulting Customer Experience 356

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.

Consulting 222

Consulting Consulting Sales Surveys 222

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

NOVEMBER 9, 2023

Exercising your creativity and problem-solving skills is essential to developing the confidence to handle different situations. Strategic Thinking As a customer service manager, it is part of your job to come up with strategies to help your team and your brand stand out from the crowd, such as deciding to register an AI domain.

Customer Service 138

Customer Service Management Feedback Chatbots 138

Beyond Philosophy

APRIL 7, 2022

I use an exercise when I am a speaker that demonstrates how this spontaneous formulation works. Bear in mind that almost nobody I have ever done this exercise with has been to the Congo, but they all have expectations. For example, in my Congo exercise, I often hear people tell me that it’s going to be hot when they get there.

Journey mapping 195

Journey mapping Sales Consulting Consulting 195

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 Support 381

Customer Support Management Customer Service 381

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 302

Customer centricity Consulting Consulting Healthcare 302

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

Scripts 80

Scripts Customer Service 80

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 Experience 270

Customer Experience Customer Service 270