ShepHyken

MAY 18, 2022

Sometimes a customer asks a question, and then either doesn’t understand or like the answer. Maybe it’s because the employee doesn’t want to take the time to answer the question correctly. 1 question guests asked the cast members – which is what employees are called at Disney – was, “Where is the bathroom?”

Customer Service 300

Customer Service 300

Beyond Philosophy

JANUARY 26, 2024

Customer research has some big problems. You might think the big problem with customer research is not asking the right questions. Then, surely it’s asking the wrong people the wrong way, right? The biggest mistake people make in customer research is not doing it often enough. Click here.

Surveys 221

Surveys Marketing 221

ShepHyken

AUGUST 29, 2023

When I showed the salesperson my broken hinge, he asked if I was open to a suggestion. I had no idea that years later, I would write about this example in one of my books, Amaze Every Customer Every Time. The woman helping me asked me several questions and made some suggestions. Who could argue with that?

Sales 307

Sales Customer Service Customer Support Customer Experience 307

Myra Golden Media

DECEMBER 17, 2020

When customers are venting, they’re stuck in the right side of the brain. We’ve talked about the right emotional brain and the Communication Chain. Ask your customer three closed-ended questions back-to-back. Closed-ended questions are questions that can be answered in one word: “Do you like Italian food?”

Analytics 348

Analytics Call Center Management Customer Experience 348

ShepHyken

JUNE 30, 2021

Not long ago I covered six ways to handle angry customers. Often an angry customer and a difficult customer are the same. Sometimes difficult customers aren’t angry. This is a follow-up with another half dozen techniques to manage angry and/or difficult customers. That will never make a customer happy.

Management 429

Management Customer Service 429

ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. What is Automated Customer Service? .

Customer Service 391

Customer Service Chatbots Interactive Voice Response Customer Support 391

ShepHyken

DECEMBER 19, 2023

If I asked 10 people who they thought could be planet Earth’s most customer-centric company, I bet a majority would have the same answer. For now, you can guess. Cindy, from my office, had a customer service issue. She answered a few questions, and once the technology identified her problem, a chatbot popped up.

Customer centricity 212

Customer centricity Chatbots Self service Feedback 212

Beyond Philosophy

DECEMBER 28, 2023

We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. For example, I asked him about the short-term implications of AI, meaning in the next one to five years.

Airlines 221

Airlines Self service Call Center Personalization 221

ShepHyken

MAY 11, 2021

Applying the Velocity Mindset in Customer Service. How Empathy Accelerates Great Customer Experience. They discuss the impact of empathy in delivering customer-focused service. . When we don’t satisfy our customers sooner (or soon enough), they walk. . Customer service is not just about responding to a complaint.

Scripts 429

Scripts Customer Service Customer Experience 429

ShepHyken

JUNE 9, 2021

Everybody has angry customers. Some customers are angry because they have a complaint. Whatever the reason, you must know how to handle angry customers. In our customer service training workshops , we provide a number of tactics to manage these difficult customer situations. You’re trying to win the customer.

Customer Service 367

Customer Service Management Personalization 367

ShepHyken

JUNE 13, 2023

He talked about visiting a marriage counselor with his wife, where they were asked to consider the question: Looking back over the last 30 days, if you asked your spouse to marry you again, would they say yes? He then spun that question to business and specifically talked about employment.

Management 184

Management Customer Service Personalization Customer Experience 184

CCNG

APRIL 12, 2024

However, what the goal should be is determining how you can elevate the customer experience in your contact center utilizing automation, AI, and all resources available to you. These systems can still offer significant benefits, such as reducing wait times and ensuring customers are directed to the appropriate department.

Contact Center 221

Contact Center Interactive Voice Response CCNG Chatbots 221

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. by Janelle Estes.

Customer Service 307

Customer Service Surveys Customer Experience Accountability 307

ShepHyken

JULY 26, 2022

Using AI to Enable and Empower Customer Service Agents. Shep Hyken interviews Deon Nicholas, CEO and Co-Founder of Forethought , a company that builds human-centered AI to transform the customer service experience. He shares how companies can use AI and technology to help customer support agents and customers find the best resolution.

Real estate 347

Real estate Self service Customer Service Technology 347

ShepHyken

AUGUST 5, 2020

What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? Is it people who aren’t properly trained or don’t have the right people skills? We add one extra question: “How often does this happen?”

Customer Service 391

Customer Service Customer Experience Management 391

Myra Golden Media

JANUARY 27, 2021

Don’t assume you understand what the customer is saying. Just ask the customer what they mean. Like this: “You’re asking me how your employees can add an avatar to their eLearning profile, correct? ” “You want to de-activate a license because an employee is on medical leave, right?”

Customer Experience 317

Customer Experience 317

Myra Golden Media

FEBRUARY 24, 2022

A student in one of my sessions spoke up during Q & A: “I have a question for Ms. ” Learners in my De-escalation Academy ask this question a lot. The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right.

Personalization 334

Personalization Management Customer Service Customer Experience 334

delighted

APRIL 12, 2024

Once you discover the power of surveying customers and implementing their feedback, it’s easy to want to scale your feedback program to send more surveys, more frequently. But if you see response rates drop and a lack of customer engagement with your surveys, your audience might be experiencing survey fatigue. What is survey fatigue?

Surveys 81

Surveys Feedback B2B SaaS 81

Beyond Philosophy

JULY 13, 2023

From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. For example, a large telecom company designed an AI system to identify customer churn. It all happens beneath the surface.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

ShepHyken

NOVEMBER 10, 2021

Recently I was talking to a customer support rep. She said, “I know you want to get this resolved right away. I can give you a fast answer or I can give you the right answer.”. So, when she said that she could give me a fast answer or the right answer, she wasn’t really offering me a choice. She was amazing.

Customer Support 362

Customer Support Customer Service Personalization 362

ShepHyken

OCTOBER 20, 2021

She looked at it with amazement and asked, “Dad, what’s this?” She asked if she could play with it. I was recently answering a question from a young customer service agent. One thing I suggested was that he follow up his conversation with a customer with a thank-you note. The questions I asked were: .

Technology 376

Technology Customer Service 376

ShepHyken

JUNE 22, 2022

Not long ago, I wrote about calling your customer or an employee “honey.” It wasn’t to disrespect, belittle or embarrass the customer. However, if you upset a customer by referring to them the wrong way or say something that is socially or politically incorrect, having the best intentions doesn’t make it right.

Customer Service 330

Customer Service Personalization Sales Management 330

TELUS International

APRIL 8, 2019

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Customer Experience 72

Customer Experience 72

ShepHyken

JULY 14, 2021

How do you say Yes to every customer request ? Is this customer service utopia? What is the Question ? Both know the value of their customers hearing yes for an answer. If you dig a little deeper into the concept, it’s not so much about saying, “Yes” to every customer. I tried them on, they fit, and he was right.

Transportation 420

Transportation Customer Service Management 420

Lumoa

JANUARY 8, 2024

So, you’re eyeing growth and a healthy ROI for your business, right? AI tools are changing the way we analyze customer feedback. This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. I’m guessing that’s a big ‘yes.’

Feedback 157

Feedback Analytics Multichannel Surveys 157

Lumoa

FEBRUARY 29, 2024

Getting Started with Ask Lumoa Ask Lumoa is our new way to get a deeper understanding of your customer voice. Essentially, you can select any type of data you want (such as from a certain timeframe or touchpoint) and then “Ask Lumoa” what you want to know about this data. to learn more!

Feedback 83

Feedback Management 83

ShepHyken

SEPTEMBER 18, 2023

Top Takeaways: In today’s fast-paced world, customers expect timely responses across various communication channels. Whether it’s email, phone calls, or social media, consistent and efficient interaction is essential to meet customer expectations. Consistency is crucial in providing an outstanding customer experience.

B2B 184

B2B Analytics Customer Experience Management 184

ShepHyken

JULY 12, 2022

Building Confidence with Your Customers. Empowering Your Team to Deliver a Great Customer Experience. He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations. Ask the right questions.

Sales 291

Sales Marketing Customer Service Technology 291

BlueOcean

APRIL 24, 2024

This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values. Though there are many official guidelines and metrics that can help you assess your outsourcer’s ESG efforts , the first step is simply to start asking questions.

Contact Center 71

Contact Center outsourcing Government Customer Care 71

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Customer Service 156

Customer Service Chatbots Customer Experience Contact Center 156

TELUS International

APRIL 7, 2019

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Customer Experience 60

Customer Experience 60

Bill Quiseng

MARCH 20, 2024

A veteran of over 40 years in hospitality leadership, I was, until several years ago, a customer service/customer experience speaker. So, I have slightly slurred speech and a dead right side. Today, I want to tell you my real-life customer experience story. Today, I want to tell you my real-life customer experience story.

Personalization 97

Personalization Customer Experience Customer Service Employee engagement 97

AWS Machine Learning

APRIL 9, 2024

In this post, we discuss two new features of Knowledge Bases for Amazon Bedrock specific to the RetrieveAndGenerate API: configuring the maximum number of results and creating custom prompts with a knowledge base prompt template. Additionally, you can add custom instructions and examples tailored to your specific workflows.

APIs 112

APIs Engineering Healthcare Education 112