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Meeting Expectations Versus Managing Hope?????

ShepHyken

Sometimes meeting expectations is a perfect experience.  In my customer service keynote speeches , I talk about Managing the Moment. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

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How to convince managers to reinforce customer service training

Toister Performance Solutions

It bothers you when employees' managers aren’t nearly as invested. These managers take a "fix my people" approach. The manager delegates customer service training to you and expects you to do all the work. It's a simple worksheet that you use to complete an action plan with the employees' manager before training.

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Manage the Moment Right Now to Get the Customer to Come Back Tomorrow

ShepHyken

The point of all these ideas – 30 days, one year, or even today – is about managing the moment , whether it be multiple moments over an extended period or the moment you’re experiencing right now. We must be focused and attentive to what’s happening at that moment.

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The Customer Is NOT Always Right – Again!

ShepHyken

Actually, I believe in the opposite, and it’s one of the concepts we teach in our customer service training workshops. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. It is this: The customer is NOT always right. …

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Six Ways to Create Your Brand’s Experience Personality

ShepHyken

The personality comes from the top and makes its way through the entire organization, eventually being felt by the customers. Manage Every Moment: I have always been a huge fan of Jan Carlson’s Moments of Truth concept, in which every interaction a customer has with a company is an opportunity for them to form an impression.

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Novare with Teleopti: The Next Generation Workforce Management Workshop

teleopti

Last April 10, 2012, Novare Technologies organized and facilitated a workshop with partner, Teleopti, entitled Teleopti: The Next Generation Workforce Management Workshop, held at the Makati Shangri-La Hotel.

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“We Deliver Amazing Customer Service”: The Difference Between Perception and Reality

ShepHyken

This is an important topic that every CEO, business owner, leader, manager, and supervisor must understand. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. It’s just our perception. Reality isn’t what we think or believe.