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RESTAURANT MANAGER SETS BAD CUSTOMER SERVICE EXAMPLE Restaurant Manager Sets Bad Customer Service Example. The other night I had dinner at a favorite restaurant. Unfortunately, a bad customer service experience tainted the evening. The good news is that this event created a learning opportunity. By the way, you don’t have to be in the restaurant business to appreciate and learn from this story. GUEST BLOG: TOP 10 BENEFITS OF A STRONG CUSTOMER-CENTRIC Elaine Fogel is a marketing and branding thought leader, professional speaker, and writer. This post is excerpted from her new book, Beyond Your Logo: 7 Brand Ideas That Matter Most For Small Business Success, available worldwide in paperback or e-book formats.For a list of booksellers, visit this site. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. THE THREE WORDS THAT DESCRIBE YOUR COMPANY Other words might be quick, as in quick to respond, empathetic, caring, fun, edgy, high-end, conservative – You get the idea. The list can go on and on. There are many, many words you can use to describe a business or someone in a business. You might ask some of your happier customers to come up with three words. See if they matchyours.
HOW TO MANAGE HOLD TIMES DURING THE CUSTOMER EXPERIENCE While they still place the customer on hold, they help manage the experience and mitigate, if not even eliminate, the angst and anger. Here are a few: Let the customer know how long they will have to hold. Technology has the capability of letting the customer know how long the wait will be. Give the customer an option to be called back. MY BEST EXAMPLES OF CUSTOMER EXPERIENCE STORIES Let me share a story with you as an example. Recently I took my sister to our local credit union branch office to take care of three different transactions: getting a credit card reactivated, depositing coins, and ordering checks. The coins required a visit, but the othertwo
CUSTOMER SERVICE SPEAKER Meet Shep Hyken, CSP, CPAE is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service and experience expert and keynote speaker, Shep works with companies who want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the THE CUSTOMER SERVICE RITUAL THAT TAKES PLACE AT EVERY MEETING Practice this ritual at every meeting. It brings consistent meaning to your meeting, keeps everyone aligned with what’s important and helps shape and sustain the culture at your organization. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information, contact 314-692-2200. 5 TOP CUSTOMER SERVICE ARTICLES FOR THE WEEK OF MARCH 8, 2021 5 Top Customer Service Articles For the Week of March 8, 2021. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. HEART OF CUSTOMER SERVICE IS RESPECT Excellence comes out of respect, which is at the heart of customer service. It starts with internal service; treating the employees with the same respect and attitude as you would want the customer treated. You can’t expect the customer to experience excellence if you don’t first create excellence internally. FIVE WAYS TO CREATE A CUSTOMER SERVICE CULTURE The reason an organization can deliver good or bad customer service comes down to one thing; what is happening on the inside of that organization. To sum it up in one word: culture. The culture inside of the organization is impacting your customer service. It’s more thanjust hiring the
RESTAURANT MANAGER SETS BAD CUSTOMER SERVICE EXAMPLE Restaurant Manager Sets Bad Customer Service Example. The other night I had dinner at a favorite restaurant. Unfortunately, a bad customer service experience tainted the evening. The good news is that this event created a learning opportunity. By the way, you don’t have to be in the restaurant business to appreciate and learn from this story. GUEST BLOG: TOP 10 BENEFITS OF A STRONG CUSTOMER-CENTRIC Elaine Fogel is a marketing and branding thought leader, professional speaker, and writer. This post is excerpted from her new book, Beyond Your Logo: 7 Brand Ideas That Matter Most For Small Business Success, available worldwide in paperback or e-book formats.For a list of booksellers, visit this site. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. THE THREE WORDS THAT DESCRIBE YOUR COMPANY Other words might be quick, as in quick to respond, empathetic, caring, fun, edgy, high-end, conservative – You get the idea. The list can go on and on. There are many, many words you can use to describe a business or someone in a business. You might ask some of your happier customers to come up with three words. See if they matchyours.
HOW TO MANAGE HOLD TIMES DURING THE CUSTOMER EXPERIENCE While they still place the customer on hold, they help manage the experience and mitigate, if not even eliminate, the angst and anger. Here are a few: Let the customer know how long they will have to hold. Technology has the capability of letting the customer know how long the wait will be. Give the customer an option to be called back. MY BEST EXAMPLES OF CUSTOMER EXPERIENCE STORIES Let me share a story with you as an example. Recently I took my sister to our local credit union branch office to take care of three different transactions: getting a credit card reactivated, depositing coins, and ordering checks. The coins required a visit, but the othertwo
5 TOP CUSTOMER SERVICE ARTICLES OF THE WEEK 5-17-2021 My Comment: Let’s start this week’s TOP FIVE roundup with an important topic that I’ve written on many times in the past, and that is how to handle customer complaints. The first five tips could actually be seen as a process; respond quickly, acknowledge, apologize, resolve the problem and follow-up. The sixth tip, whichfeatures specific
5 TOP CUSTOMER SERVICE ARTICLES OF THE WEEK 5-31-2021 4 Ways To Improve Your Customer Effort Score by Scott Clark. (CMSWire) The Customer Effort Score (CES) is seen as a business-critical metric that is a key indicator of customer loyalty and directly correlates to whether a customer will continue to do business with a brand. This article looks at the ways that the CES can be improved. 5 TOP CUSTOMER SERVICE ARTICLES FOR THE WEEK OF MARCH 8, 2021 5 Top Customer Service Articles For the Week of March 8, 2021. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. VIRTUAL CUSTOMER SERVICE AND EXPERIENCE PRESENTATIONS FROM Shep is known for his high-energy presentations—a live-stream serves as the true virtual replacement. • Pre-Recorded Presentation. A keynote-style speech recorded in Shep’s studio and edited to perfection with graphics and B-Roll. • Fireside Chat. A more informal offering during which Shep discusses a topic of theclient’s choosing
SIX WAYS TO HANDLE ANGRY CUSTOMERS They just need to call and ask for help. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information, contact 314-692-2200. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com. Follow on Twitter: @Hyken. GUEST POST: HANG IT ON THE FRIDGE 1 day ago · Shepard Virtual Training: Create a Customer Service Culture! Do you wish you could have Shep Hyken train your employees one-on-one? Shepard Virtual Training makes this wish a reality! Shepard VT is an interactive online training solution that's the next best thing to in-person training with Shep! GUEST POST: 5 RULES FOR A GREAT CUSTOMER EXPERIENCE The 5 Cardinal Rules for a Stellar CX. Drive customers towards self-help. There was a time when driving a “contactless, self-service driven” customer experience was considered innovative; today is a necessity. Consider how universal QR codes have become in restaurants. This self-service-led trend is here to stay. CHARGING MORE FOR A BETTER CUSTOMER SERVICE EXPERIENCE It should be baked into the price of a product, and be part of the total positive experience the customer has with you and your company. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. For information on The Customer Focus MY BEST EXAMPLES OF CUSTOMER EXPERIENCE STORIES Let me share a story with you as an example. Recently I took my sister to our local credit union branch office to take care of three different transactions: getting a credit card reactivated, depositing coins, and ordering checks. The coins required a visit, but the othertwo
HOW TO MANAGE HOLD TIMES DURING THE CUSTOMER EXPERIENCE While they still place the customer on hold, they help manage the experience and mitigate, if not even eliminate, the angst and anger. Here are a few: Let the customer know how long they will have to hold. Technology has the capability of letting the customer know how long the wait will be. Give the customer an option to be called back. CUSTOMER SERVICE SPEAKER Meet Shep Hyken, CSP, CPAE is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service and experience expert and keynote speaker, Shep works with companies who want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the THE CUSTOMER SERVICE RITUAL THAT TAKES PLACE AT EVERY MEETING Practice this ritual at every meeting. It brings consistent meaning to your meeting, keeps everyone aligned with what’s important and helps shape and sustain the culture at your organization. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information, contact 314-692-2200. 5 TOP CUSTOMER SERVICE ARTICLES FOR THE WEEK OF MARCH 8, 2021 5 Top Customer Service Articles For the Week of March 8, 2021. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. HEART OF CUSTOMER SERVICE IS RESPECT Excellence comes out of respect, which is at the heart of customer service. It starts with internal service; treating the employees with the same respect and attitude as you would want the customer treated. You can’t expect the customer to experience excellence if you don’t first create excellence internally. FIVE WAYS TO CREATE A CUSTOMER SERVICE CULTURE The reason an organization can deliver good or bad customer service comes down to one thing; what is happening on the inside of that organization. To sum it up in one word: culture. The culture inside of the organization is impacting your customer service. It’s more thanjust hiring the
RESTAURANT MANAGER SETS BAD CUSTOMER SERVICE EXAMPLE Restaurant Manager Sets Bad Customer Service Example. The other night I had dinner at a favorite restaurant. Unfortunately, a bad customer service experience tainted the evening. The good news is that this event created a learning opportunity. By the way, you don’t have to be in the restaurant business to appreciate and learn from this story. GUEST BLOG: TOP 10 BENEFITS OF A STRONG CUSTOMER-CENTRIC Elaine Fogel is a marketing and branding thought leader, professional speaker, and writer. This post is excerpted from her new book, Beyond Your Logo: 7 Brand Ideas That Matter Most For Small Business Success, available worldwide in paperback or e-book formats.For a list of booksellers, visit this site. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. THE THREE WORDS THAT DESCRIBE YOUR COMPANY Other words might be quick, as in quick to respond, empathetic, caring, fun, edgy, high-end, conservative – You get the idea. The list can go on and on. There are many, many words you can use to describe a business or someone in a business. You might ask some of your happier customers to come up with three words. See if they matchyours.
HOW TO MANAGE HOLD TIMES DURING THE CUSTOMER EXPERIENCE While they still place the customer on hold, they help manage the experience and mitigate, if not even eliminate, the angst and anger. Here are a few: Let the customer know how long they will have to hold. Technology has the capability of letting the customer know how long the wait will be. Give the customer an option to be called back. MY BEST EXAMPLES OF CUSTOMER EXPERIENCE STORIES Let me share a story with you as an example. Recently I took my sister to our local credit union branch office to take care of three different transactions: getting a credit card reactivated, depositing coins, and ordering checks. The coins required a visit, but the othertwo
CUSTOMER SERVICE SPEAKER Meet Shep Hyken, CSP, CPAE is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service and experience expert and keynote speaker, Shep works with companies who want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the THE CUSTOMER SERVICE RITUAL THAT TAKES PLACE AT EVERY MEETING Practice this ritual at every meeting. It brings consistent meaning to your meeting, keeps everyone aligned with what’s important and helps shape and sustain the culture at your organization. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information, contact 314-692-2200. 5 TOP CUSTOMER SERVICE ARTICLES FOR THE WEEK OF MARCH 8, 2021 5 Top Customer Service Articles For the Week of March 8, 2021. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. HEART OF CUSTOMER SERVICE IS RESPECT Excellence comes out of respect, which is at the heart of customer service. It starts with internal service; treating the employees with the same respect and attitude as you would want the customer treated. You can’t expect the customer to experience excellence if you don’t first create excellence internally. FIVE WAYS TO CREATE A CUSTOMER SERVICE CULTURE The reason an organization can deliver good or bad customer service comes down to one thing; what is happening on the inside of that organization. To sum it up in one word: culture. The culture inside of the organization is impacting your customer service. It’s more thanjust hiring the
RESTAURANT MANAGER SETS BAD CUSTOMER SERVICE EXAMPLE Restaurant Manager Sets Bad Customer Service Example. The other night I had dinner at a favorite restaurant. Unfortunately, a bad customer service experience tainted the evening. The good news is that this event created a learning opportunity. By the way, you don’t have to be in the restaurant business to appreciate and learn from this story. GUEST BLOG: TOP 10 BENEFITS OF A STRONG CUSTOMER-CENTRIC Elaine Fogel is a marketing and branding thought leader, professional speaker, and writer. This post is excerpted from her new book, Beyond Your Logo: 7 Brand Ideas That Matter Most For Small Business Success, available worldwide in paperback or e-book formats.For a list of booksellers, visit this site. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. THE THREE WORDS THAT DESCRIBE YOUR COMPANY Other words might be quick, as in quick to respond, empathetic, caring, fun, edgy, high-end, conservative – You get the idea. The list can go on and on. There are many, many words you can use to describe a business or someone in a business. You might ask some of your happier customers to come up with three words. See if they matchyours.
HOW TO MANAGE HOLD TIMES DURING THE CUSTOMER EXPERIENCE While they still place the customer on hold, they help manage the experience and mitigate, if not even eliminate, the angst and anger. Here are a few: Let the customer know how long they will have to hold. Technology has the capability of letting the customer know how long the wait will be. Give the customer an option to be called back. MY BEST EXAMPLES OF CUSTOMER EXPERIENCE STORIES Let me share a story with you as an example. Recently I took my sister to our local credit union branch office to take care of three different transactions: getting a credit card reactivated, depositing coins, and ordering checks. The coins required a visit, but the othertwo
5 TOP CUSTOMER SERVICE ARTICLES OF THE WEEK 5-17-2021 My Comment: Let’s start this week’s TOP FIVE roundup with an important topic that I’ve written on many times in the past, and that is how to handle customer complaints. The first five tips could actually be seen as a process; respond quickly, acknowledge, apologize, resolve the problem and follow-up. The sixth tip, whichfeatures specific
5 TOP CUSTOMER SERVICE ARTICLES OF THE WEEK 5-31-2021 4 Ways To Improve Your Customer Effort Score by Scott Clark. (CMSWire) The Customer Effort Score (CES) is seen as a business-critical metric that is a key indicator of customer loyalty and directly correlates to whether a customer will continue to do business with a brand. This article looks at the ways that the CES can be improved. 5 TOP CUSTOMER SERVICE ARTICLES FOR THE WEEK OF MARCH 8, 2021 5 Top Customer Service Articles For the Week of March 8, 2021. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. VIRTUAL CUSTOMER SERVICE AND EXPERIENCE PRESENTATIONS FROM Shep is known for his high-energy presentations—a live-stream serves as the true virtual replacement. • Pre-Recorded Presentation. A keynote-style speech recorded in Shep’s studio and edited to perfection with graphics and B-Roll. • Fireside Chat. A more informal offering during which Shep discusses a topic of theclient’s choosing
SIX WAYS TO HANDLE ANGRY CUSTOMERS They just need to call and ask for help. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information, contact 314-692-2200. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com. Follow on Twitter: @Hyken. GUEST POST: HANG IT ON THE FRIDGE 1 day ago · Shepard Virtual Training: Create a Customer Service Culture! Do you wish you could have Shep Hyken train your employees one-on-one? Shepard Virtual Training makes this wish a reality! Shepard VT is an interactive online training solution that's the next best thing to in-person training with Shep! GUEST POST: 5 RULES FOR A GREAT CUSTOMER EXPERIENCE The 5 Cardinal Rules for a Stellar CX. Drive customers towards self-help. There was a time when driving a “contactless, self-service driven” customer experience was considered innovative; today is a necessity. Consider how universal QR codes have become in restaurants. This self-service-led trend is here to stay. CHARGING MORE FOR A BETTER CUSTOMER SERVICE EXPERIENCE It should be baked into the price of a product, and be part of the total positive experience the customer has with you and your company. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. For information on The Customer Focus MY BEST EXAMPLES OF CUSTOMER EXPERIENCE STORIES Let me share a story with you as an example. Recently I took my sister to our local credit union branch office to take care of three different transactions: getting a credit card reactivated, depositing coins, and ordering checks. The coins required a visit, but the othertwo
HOW TO MANAGE HOLD TIMES DURING THE CUSTOMER EXPERIENCE While they still place the customer on hold, they help manage the experience and mitigate, if not even eliminate, the angst and anger. Here are a few: Let the customer know how long they will have to hold. Technology has the capability of letting the customer know how long the wait will be. Give the customer an option to be called back. 5 TOP CUSTOMER SERVICE ARTICLES OF THE WEEK 5-17-2021 My Comment: Let’s start this week’s TOP FIVE roundup with an important topic that I’ve written on many times in the past, and that is how to handle customer complaints. The first five tips could actually be seen as a process; respond quickly, acknowledge, apologize, resolve the problem and follow-up. The sixth tip, whichfeatures specific
5 TOP CUSTOMER SERVICE ARTICLES OF THE WEEK 5-31-2021 4 Ways To Improve Your Customer Effort Score by Scott Clark. (CMSWire) The Customer Effort Score (CES) is seen as a business-critical metric that is a key indicator of customer loyalty and directly correlates to whether a customer will continue to do business with a brand. This article looks at the ways that the CES can be improved. THE CUSTOMER SERVICE RITUAL THAT TAKES PLACE AT EVERY MEETING Practice this ritual at every meeting. It brings consistent meaning to your meeting, keeps everyone aligned with what’s important and helps shape and sustain the culture at your organization. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information, contact 314-692-2200. 5 TOP CUSTOMER SERVICE ARTICLES FOR THE WEEK OF MARCH 15, 2021 5 Top Customer Service Articles For the Week of March 15, 2021. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about WHY RESILIENCE IS IMPORTANT TO CUSTOMER SERVICE That’s what the best do in customer service, on the athletic field, and for that matter, in life. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs, go to $75 BILLION DOLLARS IS LOST DUE TO POOR CUSTOMER SERVICE Two years ago I reported on NewVoiceMedia’s “serial switchers” report that indicated that $62 billion was lost due to poor customer service. That number, in their new report now has that number pegged at $75 billion! That’s a lot of lost business! Here’s my take onthis.
SOMETIMES IT’S NOT ABOUT THE WOW! IT’S ABOUT THE UN-WOW! QUICK REMINDER: Don’t forget about National Customer Service Week, October 3-7, 2016. For more information about the week check out these resources. Everyone wants to WOW their customers. They think that customer delight comes from going above-and-beyond or delivering an over-the-top customer service experience. I’ve always preached that the most amazing companies will THE CUSTOMER IS ANGRY The companies and employees that succeed are the ones who keep this in mind and treat their customers how they would want and deserve to be treated. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. FOUR WAYS A LIBERAL RETURN POLICY CREATES CUSTOMER The return policy should be easy to find. Be it posted on a sign in a store or easily found on your website, make it obvious for everyone to see or find. A friendly, customer-focused return policy creates trust, which leads to confidence. Confidence turns into sales and even customer loyalty. Just take it THE POWER OF A PERSONAL HANDWRITTEN NOTE The Power of a Personal Handwritten Note. There is a lot of power in a handwritten, personal note. This isn’t just about a thank you note to a customer, although those are important as well. This is also about the note of appreciation to someone who has done a great job orhit their goals.
5 TOP CUSTOMER SERVICE ARTICLES OF THE WEEK 5-17-2021 My Comment: Let’s start this week’s TOP FIVE roundup with an important topic that I’ve written on many times in the past, and that is how to handle customer complaints. The first five tips could actually be seen as a process; respond quickly, acknowledge, apologize, resolve the problem and follow-up. The sixth tip, whichfeatures specific
5 TOP CUSTOMER SERVICE ARTICLES OF THE WEEK 5-31-2021 4 Ways To Improve Your Customer Effort Score by Scott Clark. (CMSWire) The Customer Effort Score (CES) is seen as a business-critical metric that is a key indicator of customer loyalty and directly correlates to whether a customer will continue to do business with a brand. This article looks at the ways that the CES can be improved. THE CUSTOMER SERVICE RITUAL THAT TAKES PLACE AT EVERY MEETING Practice this ritual at every meeting. It brings consistent meaning to your meeting, keeps everyone aligned with what’s important and helps shape and sustain the culture at your organization. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information, contact 314-692-2200. 5 TOP CUSTOMER SERVICE ARTICLES FOR THE WEEK OF MARCH 15, 2021 5 Top Customer Service Articles For the Week of March 15, 2021. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about WHY RESILIENCE IS IMPORTANT TO CUSTOMER SERVICE That’s what the best do in customer service, on the athletic field, and for that matter, in life. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs, go to $75 BILLION DOLLARS IS LOST DUE TO POOR CUSTOMER SERVICE Two years ago I reported on NewVoiceMedia’s “serial switchers” report that indicated that $62 billion was lost due to poor customer service. That number, in their new report now has that number pegged at $75 billion! That’s a lot of lost business! Here’s my take onthis.
SOMETIMES IT’S NOT ABOUT THE WOW! IT’S ABOUT THE UN-WOW! QUICK REMINDER: Don’t forget about National Customer Service Week, October 3-7, 2016. For more information about the week check out these resources. Everyone wants to WOW their customers. They think that customer delight comes from going above-and-beyond or delivering an over-the-top customer service experience. I’ve always preached that the most amazing companies will THE CUSTOMER IS ANGRY The companies and employees that succeed are the ones who keep this in mind and treat their customers how they would want and deserve to be treated. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. FOUR WAYS A LIBERAL RETURN POLICY CREATES CUSTOMER The return policy should be easy to find. Be it posted on a sign in a store or easily found on your website, make it obvious for everyone to see or find. A friendly, customer-focused return policy creates trust, which leads to confidence. Confidence turns into sales and even customer loyalty. Just take it THE POWER OF A PERSONAL HANDWRITTEN NOTE The Power of a Personal Handwritten Note. There is a lot of power in a handwritten, personal note. This isn’t just about a thank you note to a customer, although those are important as well. This is also about the note of appreciation to someone who has done a great job orhit their goals.
CUSTOMER SERVICE SPEAKER Meet Shep Hyken, CSP, CPAE is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service and experience expert and keynote speaker, Shep works with companies who want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the 5 TOP CUSTOMER SERVICE ARTICLES OF THE WEEK 6-7-2021 Shepard Virtual Training: Create a Customer Service Culture! Do you wish you could have Shep Hyken train your employees one-on-one? Shepard Virtual Training makes this wish a reality! Shepard VT is an interactive online training solution that's the next best thing to in-person training with Shep! SIX WAYS TO HANDLE ANGRY CUSTOMERS Everybody has angry customers. Some customers are angry because they have a complaint. Some are just having a bad day. 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.Before I get into the specifics, remember that when angry customers have their GUEST POST: HANG IT ON THE FRIDGE 11 hours ago · Shepard Virtual Training: Create a Customer Service Culture! Do you wish you could have Shep Hyken train your employees one-on-one? Shepard Virtual Training makes this wish a reality! Shepard VT is an interactive online training solution that's the next best thing to in-person training with Shep! 5 TOP CUSTOMER SERVICE ARTICLES OF THE WEEK 5-17-2021 My Comment: Let’s start this week’s TOP FIVE roundup with an important topic that I’ve written on many times in the past, and that is how to handle customer complaints. The first five tips could actually be seen as a process; respond quickly, acknowledge, apologize, resolve the problem and follow-up. The sixth tip, whichfeatures specific
5 TOP CUSTOMER SERVICE ARTICLES OF THE WEEK 5-31-2021 4 Ways To Improve Your Customer Effort Score by Scott Clark. (CMSWire) The Customer Effort Score (CES) is seen as a business-critical metric that is a key indicator of customer loyalty and directly correlates to whether a customer will continue to do business with a brand. This article looks at the ways that the CES can be improved. VIRTUAL CUSTOMER SERVICE AND EXPERIENCE PRESENTATIONS FROM Shep is known for his high-energy presentations—a live-stream serves as the true virtual replacement. • Pre-Recorded Presentation. A keynote-style speech recorded in Shep’s studio and edited to perfection with graphics and B-Roll. • Fireside Chat. A more informal offering during which Shep discusses a topic of theclient’s choosing
STRESS TEST YOUR BUSINESS TO PREPARE FOR THE BAD TIMES Stress Test Your Business to Prepare for the Bad Times. How to Identify Market Opportunities that Your Competitors Miss. Shep Hyken interviews Dr. Jeffrey Magee, one of today’s leading LeadershipStrategists.
5 TOP CUSTOMER SERVICE ARTICLES FOR THE WEEK OF MARCH 15, 2021 5 Top Customer Service Articles For the Week of March 15, 2021. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about GUEST BLOG: TOP 10 BENEFITS OF A STRONG CUSTOMER-CENTRIC Elaine Fogel is a marketing and branding thought leader, professional speaker, and writer. This post is excerpted from her new book, Beyond Your Logo: 7 Brand Ideas That Matter Most For Small Business Success, available worldwide in paperback or e-book formats.For a list of booksellers, visit this site. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. CUSTOMER SERVICE SPEAKER Meet Shep Hyken, CSP, CPAE is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service and experience expert and keynote speaker, Shep works with companies who want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the SIX WAYS TO HANDLE ANGRY CUSTOMERS 1 day ago · Everybody has angry customers. Some customers are angry because they have a complaint. Some are just having a bad day. 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.Before I get into the specifics, remember that when angry customers have their 5 TOP CUSTOMER SERVICE ARTICLES OF THE WEEK 5-17-2021 My Comment: Let’s start this week’s TOP FIVE roundup with an important topic that I’ve written on many times in the past, and that is how to handle customer complaints. The first five tips could actually be seen as a process; respond quickly, acknowledge, apologize, resolve the problem and follow-up. The sixth tip, whichfeatures specific
5 TOP CUSTOMER SERVICE ARTICLES OF THE WEEK 5-31-2021 4 Ways To Improve Your Customer Effort Score by Scott Clark. (CMSWire) The Customer Effort Score (CES) is seen as a business-critical metric that is a key indicator of customer loyalty and directly correlates to whether a customer will continue to do business with a brand. This article looks at the ways that the CES can be improved. THE CUSTOMER SERVICE RITUAL THAT TAKES PLACE AT EVERY MEETING Practice this ritual at every meeting. It brings consistent meaning to your meeting, keeps everyone aligned with what’s important and helps shape and sustain the culture at your organization. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information, contact 314-692-2200.MEET SHEP HYKEN
Meet Shep Hyken Customer Service and Experience Expert—Hall of Fame Speaker—New York Times and Wall Street Journal Bestselling Author Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for 5 TOP CUSTOMER SERVICE ARTICLES FOR THE WEEK OF MARCH 8, 2021 5 Top Customer Service Articles For the Week of March 8, 2021. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. SOMETIMES IT’S NOT ABOUT THE WOW! IT’S ABOUT THE UN-WOW! QUICK REMINDER: Don’t forget about National Customer Service Week, October 3-7, 2016. For more information about the week check out these resources. Everyone wants to WOW their customers. They think that customer delight comes from going above-and-beyond or delivering an over-the-top customer service experience. I’ve always preached that the most amazing companies will THE POWER OF A PERSONAL HANDWRITTEN NOTE The Power of a Personal Handwritten Note. There is a lot of power in a handwritten, personal note. This isn’t just about a thank you note to a customer, although those are important as well. This is also about the note of appreciation to someone who has done a great job orhit their goals.
RESTAURANT MANAGER SETS BAD CUSTOMER SERVICE EXAMPLE Restaurant Manager Sets Bad Customer Service Example. The other night I had dinner at a favorite restaurant. Unfortunately, a bad customer service experience tainted the evening. The good news is that this event created a learning opportunity. By the way, you don’t have to be in the restaurant business to appreciate and learn from this story. CUSTOMER SERVICE SPEAKER Meet Shep Hyken, CSP, CPAE is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service and experience expert and keynote speaker, Shep works with companies who want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the SIX WAYS TO HANDLE ANGRY CUSTOMERS 1 day ago · Everybody has angry customers. Some customers are angry because they have a complaint. Some are just having a bad day. 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.Before I get into the specifics, remember that when angry customers have their 5 TOP CUSTOMER SERVICE ARTICLES OF THE WEEK 5-17-2021 My Comment: Let’s start this week’s TOP FIVE roundup with an important topic that I’ve written on many times in the past, and that is how to handle customer complaints. The first five tips could actually be seen as a process; respond quickly, acknowledge, apologize, resolve the problem and follow-up. The sixth tip, whichfeatures specific
5 TOP CUSTOMER SERVICE ARTICLES OF THE WEEK 5-31-2021 4 Ways To Improve Your Customer Effort Score by Scott Clark. (CMSWire) The Customer Effort Score (CES) is seen as a business-critical metric that is a key indicator of customer loyalty and directly correlates to whether a customer will continue to do business with a brand. This article looks at the ways that the CES can be improved. THE CUSTOMER SERVICE RITUAL THAT TAKES PLACE AT EVERY MEETING Practice this ritual at every meeting. It brings consistent meaning to your meeting, keeps everyone aligned with what’s important and helps shape and sustain the culture at your organization. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information, contact 314-692-2200.MEET SHEP HYKEN
Meet Shep Hyken Customer Service and Experience Expert—Hall of Fame Speaker—New York Times and Wall Street Journal Bestselling Author Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for 5 TOP CUSTOMER SERVICE ARTICLES FOR THE WEEK OF MARCH 8, 2021 5 Top Customer Service Articles For the Week of March 8, 2021. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. SOMETIMES IT’S NOT ABOUT THE WOW! IT’S ABOUT THE UN-WOW! QUICK REMINDER: Don’t forget about National Customer Service Week, October 3-7, 2016. For more information about the week check out these resources. Everyone wants to WOW their customers. They think that customer delight comes from going above-and-beyond or delivering an over-the-top customer service experience. I’ve always preached that the most amazing companies will THE POWER OF A PERSONAL HANDWRITTEN NOTE The Power of a Personal Handwritten Note. There is a lot of power in a handwritten, personal note. This isn’t just about a thank you note to a customer, although those are important as well. This is also about the note of appreciation to someone who has done a great job orhit their goals.
RESTAURANT MANAGER SETS BAD CUSTOMER SERVICE EXAMPLE Restaurant Manager Sets Bad Customer Service Example. The other night I had dinner at a favorite restaurant. Unfortunately, a bad customer service experience tainted the evening. The good news is that this event created a learning opportunity. By the way, you don’t have to be in the restaurant business to appreciate and learn from this story. 5 TOP CUSTOMER SERVICE ARTICLES OF THE WEEK 5-31-2021 Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus™ to learn more about our customer service training programs.Follow onTwitter: @Hyken
5 TOP CUSTOMER SERVICE ARTICLES OF THE WEEK 6-7-2021 Shepard Virtual Training: Create a Customer Service Culture! Do you wish you could have Shep Hyken train your employees one-on-one? Shepard Virtual Training makes this wish a reality! Shepard VT is an interactive online training solution that's the next best thing to in-person training with Shep! CUSTOMER SERVICE ARTICLES It has to do with preparation, knowing your customer, understanding what they want, and more. This is what great salespeople do to prepare for a meeting with a customer or client. This is how anyone delivers a better experience, regardless of whether it’s during the sales process or any other interaction the customer has with people in acompany.
GUEST POST: 5 RULES FOR A GREAT CUSTOMER EXPERIENCE The 5 Cardinal Rules for a Stellar CX. Drive customers towards self-help. There was a time when driving a “contactless, self-service driven” customer experience was considered innovative; today is a necessity. Consider how universal QR codes have become in restaurants. This self-service-led trend is here to stay. HOW TO TRANSFORM THE CUSTOMER EXPERIENCE Above all, make them feel like an individual, not a number or an account. That is the way to truly transform the customer experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. For information on The CustomerFocus™ customer
YOUR BRAND IS DEFINED BY THE SUM OF ALL YOUR CUSTOMER Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com . For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com. Follow on Twitter: @Hyken. GET OVER IT AND MOVE ON Whether you have to deal with a difficult customer or another negative situation, you must realize that when it’s over, it’s over. Time to move on. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. GUEST BLOG: TOP 10 BENEFITS OF A STRONG CUSTOMER-CENTRIC Elaine Fogel is a marketing and branding thought leader, professional speaker, and writer. This post is excerpted from her new book, Beyond Your Logo: 7 Brand Ideas That Matter Most For Small Business Success, available worldwide in paperback or e-book formats.For a list of booksellers, visit this site. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. FIVE WAYS TO CREATE A CUSTOMER SERVICE CULTURE The reason an organization can deliver good or bad customer service comes down to one thing; what is happening on the inside of that organization. To sum it up in one word: culture. The culture inside of the organization is impacting your customer service. It’s more thanjust hiring the
THE THREE WORDS THAT DESCRIBE YOUR COMPANY Other words might be quick, as in quick to respond, empathetic, caring, fun, edgy, high-end, conservative – You get the idea. The list can go on and on. There are many, many words you can use to describe a business or someone in a business. You might ask some of your happier customers to come up with three words. See if they matchyours.
CUSTOMER SERVICE SPEAKER Meet Shep Hyken, CSP, CPAE is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service and experience expert and keynote speaker, Shep works with companies who want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the SIX WAYS TO HANDLE ANGRY CUSTOMERS 1 day ago · Everybody has angry customers. Some customers are angry because they have a complaint. Some are just having a bad day. 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.Before I get into the specifics, remember that when angry customers have their 5 TOP CUSTOMER SERVICE ARTICLES OF THE WEEK 5-17-2021 My Comment: Let’s start this week’s TOP FIVE roundup with an important topic that I’ve written on many times in the past, and that is how to handle customer complaints. The first five tips could actually be seen as a process; respond quickly, acknowledge, apologize, resolve the problem and follow-up. The sixth tip, whichfeatures specific
5 TOP CUSTOMER SERVICE ARTICLES OF THE WEEK 5-31-2021 4 Ways To Improve Your Customer Effort Score by Scott Clark. (CMSWire) The Customer Effort Score (CES) is seen as a business-critical metric that is a key indicator of customer loyalty and directly correlates to whether a customer will continue to do business with a brand. This article looks at the ways that the CES can be improved. THE CUSTOMER SERVICE RITUAL THAT TAKES PLACE AT EVERY MEETING Practice this ritual at every meeting. It brings consistent meaning to your meeting, keeps everyone aligned with what’s important and helps shape and sustain the culture at your organization. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information, contact 314-692-2200.MEET SHEP HYKEN
Meet Shep Hyken Customer Service and Experience Expert—Hall of Fame Speaker—New York Times and Wall Street Journal Bestselling Author Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for 5 TOP CUSTOMER SERVICE ARTICLES FOR THE WEEK OF MARCH 8, 2021 5 Top Customer Service Articles For the Week of March 8, 2021. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. SOMETIMES IT’S NOT ABOUT THE WOW! IT’S ABOUT THE UN-WOW! QUICK REMINDER: Don’t forget about National Customer Service Week, October 3-7, 2016. For more information about the week check out these resources. Everyone wants to WOW their customers. They think that customer delight comes from going above-and-beyond or delivering an over-the-top customer service experience. I’ve always preached that the most amazing companies will THE POWER OF A PERSONAL HANDWRITTEN NOTE The Power of a Personal Handwritten Note. There is a lot of power in a handwritten, personal note. This isn’t just about a thank you note to a customer, although those are important as well. This is also about the note of appreciation to someone who has done a great job orhit their goals.
RESTAURANT MANAGER SETS BAD CUSTOMER SERVICE EXAMPLE Restaurant Manager Sets Bad Customer Service Example. The other night I had dinner at a favorite restaurant. Unfortunately, a bad customer service experience tainted the evening. The good news is that this event created a learning opportunity. By the way, you don’t have to be in the restaurant business to appreciate and learn from this story. CUSTOMER SERVICE SPEAKER Meet Shep Hyken, CSP, CPAE is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service and experience expert and keynote speaker, Shep works with companies who want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the SIX WAYS TO HANDLE ANGRY CUSTOMERS 1 day ago · Everybody has angry customers. Some customers are angry because they have a complaint. Some are just having a bad day. 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.Before I get into the specifics, remember that when angry customers have their 5 TOP CUSTOMER SERVICE ARTICLES OF THE WEEK 5-17-2021 My Comment: Let’s start this week’s TOP FIVE roundup with an important topic that I’ve written on many times in the past, and that is how to handle customer complaints. The first five tips could actually be seen as a process; respond quickly, acknowledge, apologize, resolve the problem and follow-up. The sixth tip, whichfeatures specific
5 TOP CUSTOMER SERVICE ARTICLES OF THE WEEK 5-31-2021 4 Ways To Improve Your Customer Effort Score by Scott Clark. (CMSWire) The Customer Effort Score (CES) is seen as a business-critical metric that is a key indicator of customer loyalty and directly correlates to whether a customer will continue to do business with a brand. This article looks at the ways that the CES can be improved. THE CUSTOMER SERVICE RITUAL THAT TAKES PLACE AT EVERY MEETING Practice this ritual at every meeting. It brings consistent meaning to your meeting, keeps everyone aligned with what’s important and helps shape and sustain the culture at your organization. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information, contact 314-692-2200.MEET SHEP HYKEN
Meet Shep Hyken Customer Service and Experience Expert—Hall of Fame Speaker—New York Times and Wall Street Journal Bestselling Author Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for 5 TOP CUSTOMER SERVICE ARTICLES FOR THE WEEK OF MARCH 8, 2021 5 Top Customer Service Articles For the Week of March 8, 2021. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. SOMETIMES IT’S NOT ABOUT THE WOW! IT’S ABOUT THE UN-WOW! QUICK REMINDER: Don’t forget about National Customer Service Week, October 3-7, 2016. For more information about the week check out these resources. Everyone wants to WOW their customers. They think that customer delight comes from going above-and-beyond or delivering an over-the-top customer service experience. I’ve always preached that the most amazing companies will THE POWER OF A PERSONAL HANDWRITTEN NOTE The Power of a Personal Handwritten Note. There is a lot of power in a handwritten, personal note. This isn’t just about a thank you note to a customer, although those are important as well. This is also about the note of appreciation to someone who has done a great job orhit their goals.
RESTAURANT MANAGER SETS BAD CUSTOMER SERVICE EXAMPLE Restaurant Manager Sets Bad Customer Service Example. The other night I had dinner at a favorite restaurant. Unfortunately, a bad customer service experience tainted the evening. The good news is that this event created a learning opportunity. By the way, you don’t have to be in the restaurant business to appreciate and learn from this story. 5 TOP CUSTOMER SERVICE ARTICLES OF THE WEEK 5-31-2021 Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus™ to learn more about our customer service training programs.Follow onTwitter: @Hyken
5 TOP CUSTOMER SERVICE ARTICLES OF THE WEEK 6-7-2021 Shepard Virtual Training: Create a Customer Service Culture! Do you wish you could have Shep Hyken train your employees one-on-one? Shepard Virtual Training makes this wish a reality! Shepard VT is an interactive online training solution that's the next best thing to in-person training with Shep! CUSTOMER SERVICE ARTICLES It has to do with preparation, knowing your customer, understanding what they want, and more. This is what great salespeople do to prepare for a meeting with a customer or client. This is how anyone delivers a better experience, regardless of whether it’s during the sales process or any other interaction the customer has with people in acompany.
GUEST POST: 5 RULES FOR A GREAT CUSTOMER EXPERIENCE The 5 Cardinal Rules for a Stellar CX. Drive customers towards self-help. There was a time when driving a “contactless, self-service driven” customer experience was considered innovative; today is a necessity. Consider how universal QR codes have become in restaurants. This self-service-led trend is here to stay. HOW TO TRANSFORM THE CUSTOMER EXPERIENCE Above all, make them feel like an individual, not a number or an account. That is the way to truly transform the customer experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. For information on The CustomerFocus™ customer
YOUR BRAND IS DEFINED BY THE SUM OF ALL YOUR CUSTOMER Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com . For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com. Follow on Twitter: @Hyken. GET OVER IT AND MOVE ON Whether you have to deal with a difficult customer or another negative situation, you must realize that when it’s over, it’s over. Time to move on. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. GUEST BLOG: TOP 10 BENEFITS OF A STRONG CUSTOMER-CENTRIC Elaine Fogel is a marketing and branding thought leader, professional speaker, and writer. This post is excerpted from her new book, Beyond Your Logo: 7 Brand Ideas That Matter Most For Small Business Success, available worldwide in paperback or e-book formats.For a list of booksellers, visit this site. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. FIVE WAYS TO CREATE A CUSTOMER SERVICE CULTURE The reason an organization can deliver good or bad customer service comes down to one thing; what is happening on the inside of that organization. To sum it up in one word: culture. The culture inside of the organization is impacting your customer service. It’s more thanjust hiring the
THE THREE WORDS THAT DESCRIBE YOUR COMPANY Other words might be quick, as in quick to respond, empathetic, caring, fun, edgy, high-end, conservative – You get the idea. The list can go on and on. There are many, many words you can use to describe a business or someone in a business. You might ask some of your happier customers to come up with three words. See if they matchyours.
SIX WAYS TO HANDLE ANGRY CUSTOMERS 14 hours ago · Everybody has angry customers. Some customers are angry because they have a complaint. Some are just having a bad day. 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.Before I get into the specifics, remember that when angry customers have 5 TOP CUSTOMER SERVICE ARTICLES OF THE WEEK 5-3-2021 5 Top Customer Service Articles of the Week 5-3-2021. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what youthink too.
5 TOP CUSTOMER SERVICE ARTICLES OF THE WEEK 5-17-2021 My Comment: Let’s start this week’s TOP FIVE roundup with an important topic that I’ve written on many times in the past, and that is how to handle customer complaints. The first five tips could actually be seen as a process; respond quickly, acknowledge, apologize, resolve the problem and follow-up. The sixth tip, whichfeatures specific
5 TOP CUSTOMER SERVICE ARTICLES OF THE WEEK 5-31-2021 4 Ways To Improve Your Customer Effort Score by Scott Clark. (CMSWire) The Customer Effort Score (CES) is seen as a business-critical metric that is a key indicator of customer loyalty and directly correlates to whether a customer will continue to do business with a brand. This article looks at the ways that the CES can be improved. THE CUSTOMER SERVICE RITUAL THAT TAKES PLACE AT EVERY MEETING Practice this ritual at every meeting. It brings consistent meaning to your meeting, keeps everyone aligned with what’s important and helps shape and sustain the culture at your organization. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information, contact 314-692-2200. 5 TOP CUSTOMER SERVICE ARTICLES FOR THE WEEK OF MARCH 15, 2021 5 Top Customer Service Articles For the Week of March 15, 2021. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about WHY RESILIENCE IS IMPORTANT TO CUSTOMER SERVICE That’s what the best do in customer service, on the athletic field, and for that matter, in life. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs, go to THE CUSTOMER IS ANGRY The companies and employees that succeed are the ones who keep this in mind and treat their customers how they would want and deserve to be treated. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. FOUR WAYS A LIBERAL RETURN POLICY CREATES CUSTOMER The return policy should be easy to find. Be it posted on a sign in a store or easily found on your website, make it obvious for everyone to see or find. A friendly, customer-focused return policy creates trust, which leads to confidence. Confidence turns into sales and even customer loyalty. Just take it SOMETIMES IT’S NOT ABOUT THE WOW! IT’S ABOUT THE UN-WOW! QUICK REMINDER: Don’t forget about National Customer Service Week, October 3-7, 2016. For more information about the week check out these resources. Everyone wants to WOW their customers. They think that customer delight comes from going above-and-beyond or delivering an over-the-top customer service experience. I’ve always preached that the most amazing companies will SIX WAYS TO HANDLE ANGRY CUSTOMERS 14 hours ago · Everybody has angry customers. Some customers are angry because they have a complaint. Some are just having a bad day. 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.Before I get into the specifics, remember that when angry customers have 5 TOP CUSTOMER SERVICE ARTICLES OF THE WEEK 5-3-2021 5 Top Customer Service Articles of the Week 5-3-2021. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what youthink too.
5 TOP CUSTOMER SERVICE ARTICLES OF THE WEEK 5-17-2021 My Comment: Let’s start this week’s TOP FIVE roundup with an important topic that I’ve written on many times in the past, and that is how to handle customer complaints. The first five tips could actually be seen as a process; respond quickly, acknowledge, apologize, resolve the problem and follow-up. The sixth tip, whichfeatures specific
5 TOP CUSTOMER SERVICE ARTICLES OF THE WEEK 5-31-2021 4 Ways To Improve Your Customer Effort Score by Scott Clark. (CMSWire) The Customer Effort Score (CES) is seen as a business-critical metric that is a key indicator of customer loyalty and directly correlates to whether a customer will continue to do business with a brand. This article looks at the ways that the CES can be improved. THE CUSTOMER SERVICE RITUAL THAT TAKES PLACE AT EVERY MEETING Practice this ritual at every meeting. It brings consistent meaning to your meeting, keeps everyone aligned with what’s important and helps shape and sustain the culture at your organization. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information, contact 314-692-2200. 5 TOP CUSTOMER SERVICE ARTICLES FOR THE WEEK OF MARCH 15, 2021 5 Top Customer Service Articles For the Week of March 15, 2021. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about WHY RESILIENCE IS IMPORTANT TO CUSTOMER SERVICE That’s what the best do in customer service, on the athletic field, and for that matter, in life. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs, go to THE CUSTOMER IS ANGRY The companies and employees that succeed are the ones who keep this in mind and treat their customers how they would want and deserve to be treated. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. FOUR WAYS A LIBERAL RETURN POLICY CREATES CUSTOMER The return policy should be easy to find. Be it posted on a sign in a store or easily found on your website, make it obvious for everyone to see or find. A friendly, customer-focused return policy creates trust, which leads to confidence. Confidence turns into sales and even customer loyalty. Just take it SOMETIMES IT’S NOT ABOUT THE WOW! IT’S ABOUT THE UN-WOW! QUICK REMINDER: Don’t forget about National Customer Service Week, October 3-7, 2016. For more information about the week check out these resources. Everyone wants to WOW their customers. They think that customer delight comes from going above-and-beyond or delivering an over-the-top customer service experience. I’ve always preached that the most amazing companies will CUSTOMER SERVICE SPEAKER Meet Shep Hyken, CSP, CPAE is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service and experience expert and keynote speaker, Shep works with companies who want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the SIX WAYS TO HANDLE ANGRY CUSTOMERS 14 hours ago · Everybody has angry customers. Some customers are angry because they have a complaint. Some are just having a bad day. 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.Before I get into the specifics, remember that when angry customers have VIRTUAL CUSTOMER SERVICE AND EXPERIENCE PRESENTATIONS FROM Shep is known for his high-energy presentations—a live-stream serves as the true virtual replacement. • Pre-Recorded Presentation. A keynote-style speech recorded in Shep’s studio and edited to perfection with graphics and B-Roll. • Fireside Chat. A more informal offering during which Shep discusses a topic of theclient’s choosing
5 TOP CUSTOMER SERVICE ARTICLES FOR THE WEEK OF MARCH 15, 2021 5 Top Customer Service Articles For the Week of March 15, 2021. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about STRESS TEST YOUR BUSINESS TO PREPARE FOR THE BAD TIMES 1 day ago · Stress Test Your Business to Prepare for the Bad Times. How to Identify Market Opportunities that Your Competitors Miss. Shep Hyken interviews Dr. Jeffrey Magee, one of today’s leading Leadership Strategists. HOW TO AVOID ROADBLOCKS TO GREAT CUSTOMER SERVICE This translates into a better experience for both employees and your customers. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus GET OVER IT AND MOVE ON Whether you have to deal with a difficult customer or another negative situation, you must realize that when it’s over, it’s over. Time to move on. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. HOW TO MEASURE CUSTOMER RETENTION That’s E minus N. Divide the resulting number by the number of customers at the start of the time period (S). Finally, multiply that number by 100 and you’ll have the percentage of customers who stay. In other words: × 100 = customer retention rate. Obviously, the closer you are to 100% the better. RIDICULOUS INTERPRETATION OF RULES When taught properly, employees will know the difference between what they can and should do—and what they can’t and shouldn’t. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. For information on The CustomerFocus™ customer
THE POWER OF A PERSONAL HANDWRITTEN NOTE The Power of a Personal Handwritten Note. There is a lot of power in a handwritten, personal note. This isn’t just about a thank you note to a customer, although those are important as well. This is also about the note of appreciation to someone who has done a great job orhit their goals.
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* Virtual Presentations CREATE AN AMAZING CUSTOMER SERVICE EXPERIENCE Your customers no longer compare you to your competitor. They compare you to the best service they ever had… from anyone. Speaking Presentations > MEET SHEP HYKEN: CUSTOMER SERVICE AND EXPERIENCE SPEAKER THE ONE STATISTIC THAT MATTERS MOST IS IF THE CUSTOMER COMES BACK. You see, customer loyalty is not about a lifetime. It’s about the next time… Every time! So, what are you doing, at every point of interaction you have with your customers, to ensure that they come back the next time they need what you do or sell? MEET SHEP HYKEN, CSP, CPAE is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service and experience expert and keynote speaker, Shep works with companies who want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the customer experience and creating customer loyalty. He is a hall of fame speaker (National Speakers Association) and a _New York Times_ and _Wall Street Journal_ best-selling author. When you hire Shep to present a customer service or customer experience speech, your audience will leave with tools, ideas and concepts that they can put to use immediately. Shep combines important information with an entertaining and engaging style to create exciting programs for his audiences. Shep promises to deliver one of the most exciting and memorable speeches you and your audience will everexperience!
SHEPARD VIRTUAL TRAINING: CREATE A CUSTOMER SERVICE CULTURE! Do you wish you could have SHEP HYKEN deliver customer service training to your employees… one-on-one? Shepard Virtual Training makes this wish a reality! Shepard VT is an interactive online training solution that’s the next best thing to in-person customer service training with Shep! The program is available 24/7 so you can train on your schedule. COURSES: _The Customer Focus™, Amaze Every Customer Every Time, Five Ways to Create an Amazing Customer Experience, Six Steps to Creating a Customer Focused Culture, and more._ Virtual Training Center *Ask us about corporate license discounts. WANT TO AMAZE YOUR CUSTOMERS? by Shep Hyken, CSP, CPAE Sign up to receive Shep Hyken’s special report on achieving customer amazement! You’ll also receive his weekly newsletter containing customer service tips, exclusive offers and business articles delivered right to your inbox! The ultimate CX resource for anyone from frontline workers to CEOs striving to create customer amazement—at no cost! Enter the above code:__ No Spam
SHEP HYKEN APPS
Available for iPhone and Android Download the FREE Shep Hyken Apps and get Shep’s latest articles, business tips, videos and more. Get the Apps → 200 South Hanley Rd., Suite 509 • St. Louis, MO 63105(314) 692-2200
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