Twenty-One Percent of Customers Admit to Cursing at Customer Service Agents
Shep Hyken
by shephyken
2d ago
There’s an old story about an airline passenger who walks into the baggage claim office and starts screaming and cursing at the airline employee. The employee, who is calm and collected, responds, “I am sorry about your lost luggage. At this point in time, there are only two people in the entire world who care about your luggage, and you’re starting to make one of them upset.”  Unfortunately, some customers, like the passenger in the story, are angry. If 21% of customers admit they curse at customer service agents, does that mean that 79% are lying? I’m just kidding, of course, but with c ..read more
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Embracing the Four Phases of the Contact Center with Joseph Walsh
Shep Hyken
by shephyken
4d ago
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What are the four phases of a customer service center’s life cycle?  Why is it important to understand customer demands in the context of social media and other communication channels?  Why is it essential for companies to balance their technology, people, and processes?  How can organizations evaluate and improve customer service to increase revenue and better serve customers?  What potential risk do organizations face when they fail to focus on improving customer expe ..read more
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Top 5 Customer Service & CX Articles for Week of May 20, 2024
Shep Hyken
by shephyken
4d ago
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. 99% of Consumers Rely on Online Reviews Before Making Purchases by Jon McDonald (CardRates) Reviews offer insight that an online description can’t and provide feedback from customers who have used or previously purchased the product of interest. Good reviews can increase sales, while negative reviews may dissuade a customer. My Comment: Ratings and reviews are very impor ..read more
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Show Me Some Respect – One of the Pillars of Customer Service
Shep Hyken
by shephyken
1w ago
Some of you will not recognize the name Rodney Dangerfield, who was one of the funniest comedians of his time, if not all time. He passed away in 2004. (For those who aren’t familiar with Dangerfield, go to YouTube and search for his name, but only if you want to smile and laugh. And just a warning, some of his comedy club material is R-rated.)   Dangerfield had a signature line: I don’t get no respect. For example, “I don’t get no respect …   … When I was a kid, I played hide-and-seek. They wouldn’t even look for me.  … When I was a kid, my parents moved a lot, but I ..read more
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Empowered Leadership in Times of Crisis with Brian P. Kruzelnick
Shep Hyken
by shephyken
1w ago
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can effective crisis management contribute to a company’s success and customer experience?  How can leaders effectively prepare for and navigate crises in their organizations?  What lessons can leaders learn from military training to enhance their organization’s readiness for challenging times?  How can leaders effectively build trust within their organizations?  What role do empathy and humanity play in customer service and crisis management? Top Takeaways In tim ..read more
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Top 5 Customer Service & CX Articles for Week of May 13, 2024
Shep Hyken
by shephyken
1w ago
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. Magazine) With the advent of the internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have changed. They expect you to be there, to know their history as a customer, and to treat them with priority ..read more
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The Tension Between Leadership and Customer Service
Shep Hyken
by shephyken
2w ago
My friend Sterling Hawkins just wrote a great article about the tension between the leadership of a company and the salesforce. Hawkins reports the president of a Fortune 500 company told him, “Tension between the salesforce and leadership is normal. One is always bargaining with the other for more. The sales team wants more time and budget, and the leadership wants more sales.” That made me think of the tension that is sometimes created between leadership and the customer service team. In the end, it’s mostly because of unrealistic expectations.   It reminds me of an episode of Amaz ..read more
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How AI Innovation Drives a Better Customer Experience with Alan Masarek
Shep Hyken
by shephyken
2w ago
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How is customer experience being transformed using AI?  What are the evolving communication channels and customer support preferences in today’s digital landscape?  What impact does AI have on job roles in the customer service industry?  How can businesses use AI to allow human agents to focus on more complex and empathetic customer interactions?  What role does AI play in balancing human and AI-driven customer support?  Top Takeaways The customer experience mark ..read more
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Top 5 Customer Service & CX Articles for Week of May 6, 2024
Shep Hyken
by shephyken
2w ago
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. 8 customer service trends to know in 2024 by Martha Kendall (SproutSocial) Customer service trends in 2024 are all about meeting your customers where they are, personalizing your interactions and reaching a resolution as efficiently as possible. My Comment: Let’s kick off this week’s Top Five roundup with 2024 customer service trends. What caught my eye was the first tre ..read more
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Top 5 Customer Service & CX Articles for Week of May 6, 2024
Shep Hyken
by shephyken
2w ago
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. 8 customer service trends to know in 2024 by Martha Kendall (SproutSocial) Customer service trends in 2024 are all about meeting your customers where they are, personalizing your interactions and reaching a resolution as efficiently as possible. My Comment: Let’s kick off this week’s Top Five roundup with 2024 customer service trends. What caught my eye was the first tre ..read more
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