Shep Hyken's Blog, page 15
December 31, 2024
Proactive Customer Service Using Customer Feedback Featuring Michael Podolsky
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How can business use customer feedback to improve the customer experience?
How do you leverage customer reviews?
What is the best approach to respond to a negative customer review?
How can consumer feedback improve a company’s products or services?
What benefits do businesses gain from analyzing competitors’ customer reviews?
Top Takeaways
Customer reviews are essential for both consumers and businesses. They serve as a platform for consumers to express their opinions about their experiences with a company’s product or service. By leaving reviews, customers can also help other potential customers make informed decisions. Meanwhile, companies can use this customer feedback to improve their services and resolve any issues customers face.
Many of today’s consumers do not trust leaving a review on the company’s website. This skepticism comes from a fear that companies may delete negative reviews to maintain a pristine image. As a result, consumers often turn to third-party review platforms to ensure that their feedback is seen and heard.
A proactive approach in customer service means anticipating problems before they arise and addressing potential issues that customers may face. Businesses can benefit enormously by studying reviews and complaints directed at their competitors. By foreseeing these issues and finding solutions in advance, businesses can prevent customer dissatisfaction and minor issues from escalating.
Not all reviews will be positive, and it’s crucial for businesses to effectively handle negative reviews. Responding promptly and with empathy to criticism shows customers that the company values their feedback and is committed to improvement. Businesses often turn dissatisfied customers into loyal advocates by resolving their issues promptly and efficiently. A well-handled negative review can sometimes enhance a company’s reputation more than a positive review.
Discrepancies between what a product or service promises and what it delivers can lead to customer dissatisfaction. Ensuring that marketing messages, sales pitches, and delivered services align is important in setting customer expectations, helps avoid misunderstandings, and ensures a smoother customer experience.
Plus, Shep and Michael share their stories of when they had to contact the CEO directly to provide feedback and get their problems resolved. Tune in!
Quotes:
“An upset consumer (leaving a negative review) wants other customers not to suffer the same fate.“
“A customer service representative’s role is not just to fix issues but to ensure alignment between customer expectations and what the company can offer. They should also share feedback and collaborate with departments like operations and marketing to elevate service levels and meet their customers’ expectations.”
“Why do you have to learn from your own mistakes when you can learn from the mistakes of your competitors? Start reading your competitors’ issues and ask yourself how you can eliminate those problems for your company before they become issues for your customers.”
About:
Michael Podolsky is the CEO and сo-founder of PissedConsumer.com, a review and reputation management platform. He is an expert in customer service and leadership and advocates for consumers’ free speech rights.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
How can business use customer feedback to improve the customer experience?
How do you leverage customer reviews?
What is the best approach to respond to a negative customer review?
How can consumer feedback improve a company’s products or services?
What benefits do businesses gain from analyzing competitors’ customer reviews?
Top Takeaways
Customer reviews are essential for both consumers and businesses. They serve as a platform for consumers to express their opinions about their experiences with a company’s product or service. By leaving reviews, customers can also help other potential customers make informed decisions. Meanwhile, companies can use this customer feedback to improve their services and resolve any issues customers face.
Many of today’s consumers do not trust leaving a review on the company’s website. This skepticism comes from a fear that companies may delete negative reviews to maintain a pristine image. As a result, consumers often turn to third-party review platforms to ensure that their feedback is seen and heard.
A proactive approach in customer service means anticipating problems before they arise and addressing potential issues that customers may face. Businesses can benefit enormously by studying reviews and complaints directed at their competitors. By foreseeing these issues and finding solutions in advance, businesses can prevent customer dissatisfaction and minor issues from escalating.
Not all reviews will be positive, and it’s crucial for businesses to effectively handle negative reviews. Responding promptly and with empathy to criticism shows customers that the company values their feedback and is committed to improvement. Businesses often turn dissatisfied customers into loyal advocates by resolving their issues promptly and efficiently. A well-handled negative review can sometimes enhance a company’s reputation more than a positive review.
Discrepancies between what a product or service promises and what it delivers can lead to customer dissatisfaction. Ensuring that marketing messages, sales pitches, and delivered services align is important in setting customer expectations, helps avoid misunderstandings, and ensures a smoother customer experience.
Plus, Shep and Michael share their stories of when they had to contact the CEO directly to provide feedback and get their problems resolved. Tune in!
Quotes:
“An upset consumer (leaving a negative review) wants other customers not to suffer the same fate.“
“A customer service representative’s role is not just to fix issues but to ensure alignment between customer expectations and what the company can offer. They should also share feedback and collaborate with departments like operations and marketing to elevate service levels and meet their customers’ expectations.”
“Why do you have to learn from your own mistakes when you can learn from the mistakes of your competitors? Start reading your competitors’ issues and ask yourself how you can eliminate those problems for your company before they become issues for your customers.”
About:
Michael Podolsky is the CEO and сo-founder of PissedConsumer.com, a review and reputation management platform. He is an expert in customer service and leadership and advocates for consumers’ free speech rights.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
December 29, 2024
Top 5 Customer Service & CX Articles for Week of December 30, 2024
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.
17 Key Customer Service Skills + Ways to Develop Them by Nidhi Lohia
(Hiver) In this article, we take a look at 17 essential skills that are relevant for those working in customer service. We will also discuss how to improve customer service skills.
My Comment: We start this week’s Top Five roundup with a list of 17 skills and traits that will make any customer service agent (and any employee for that matter) better at what they do. The list is really a reminder of the type of person we want to engage with our customers. The list starts with “Active Listening” and ends with a more motivational concept, “an Optimistic Mindset.” Some of these are what I refer to as “non-negotiable behaviors” for all employees who must talk to another person, be it a customer or a fellow employee.
Using Data, Technology and Creativity for Meaningful Customer Connections by Melanie Mingas
(CX Network) Deloitte’s Perrine Masset explains how to creating meaningful customer connections with data and technology without stifling creativity
My Comment: What happens when CX and marketing collide? Melanie Mingas interviews Perrine Masset, a partner at Deloitte Digital, to get the answer. Masset says, “Marketing has undergone a profound transformation… This shift is directly tied to the increasing emphasis on delivering exceptional CX.” For years, I’ve said that CX is part of marketing—and vice versa. This excellent article/interview will give you even more insight into the importance and power of integrating the two.
New CX Index Report: Data Reveals Personalization and Integrity Are the New Imperatives for Customer Loyalty in Retail, Financial Services, and Telecoms by Fabrizio Trotti
(Technology Reseller News) Today, customer experience (CX) is no longer just a differentiator; it’s the foundation of customer loyalty and long-term business growth. Brands that deliver outstanding CX grow faster than their rivals because expectation-exceeding experiences make a lasting impression.
My Comment: If the word in 2020 (the year of the pandemic) was empathy, then the year of 2025 is personalization and integrity. Okay, that’s two words. For the past few years, our CX research (sponsored by RingCentral) has seen personalization as a top experience customers desire. They want the companies and brands to know them. When you couple that with integrity, another word for trust, you have a combination that’s hard to beat. Make customers feel included and give them confidence (trust) in your brand, and they will say, “I’ll be back!”
4 Ways Content Can Make or Break Your Customer Experience by Colleen Jones
(Entrepreneur) When efforts to modernize customer experience focus too much on technology and not enough on content, your company risks wasting resources, falling behind the competition and losing customers.
My Comment: Content marketing is part of the customer experience. The four ideas included in this article focus on the content that introduces a new customer to your company and products (onboarding), cross-selling other products and features (adopting), keeping customers informed (communication), and easy and frictionless support (self-service). All of these add up to how content can not only add to the customer experience but retain and grow your existing customers.
What Is Social Listening? How to Take Advantage of Word of Mouth by Foundever
(Foundever) Do you know what your customers are saying about you? Online reputation is critical for businesses, and a key part of understanding how to improve CX. Let’s talk about how social listening can help you tap into the conversation.
My Comment: The simple definition or description of social listening is to pay attention to what customers are saying about you anywhere other than directly with you. In other words, any social media or online forum where customers can rate you, review you, and share their story about you, is where you want to pay attention – in the form of social listening.
BONUS
Customer Experience Predictions for 2025: Expert Insights on AI, Leadership, and Human Connection by Dan Gingiss
(Dan Gingiss) Our customer experience predictions for 2025 reveal a transformative shift in how businesses will connect with their customers. Based on insights from leading CX experts, these predictions highlight the critical intersection of artificial intelligence, human connection, and evolving customer expectations that will shape customer experience trends in 2025 and beyond.
My Comment: My buddy and fellow customer experience expert, Dan Gingiss, reached out to a bunch of other buddies and CX experts (myself included) to compile a list of predictions for the new year. The list includes the experts’ opinions of the brands leading the CX revolution and those that need to improve.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
17 Key Customer Service Skills + Ways to Develop Them by Nidhi Lohia
(Hiver) In this article, we take a look at 17 essential skills that are relevant for those working in customer service. We will also discuss how to improve customer service skills.
My Comment: We start this week’s Top Five roundup with a list of 17 skills and traits that will make any customer service agent (and any employee for that matter) better at what they do. The list is really a reminder of the type of person we want to engage with our customers. The list starts with “Active Listening” and ends with a more motivational concept, “an Optimistic Mindset.” Some of these are what I refer to as “non-negotiable behaviors” for all employees who must talk to another person, be it a customer or a fellow employee.
Using Data, Technology and Creativity for Meaningful Customer Connections by Melanie Mingas
(CX Network) Deloitte’s Perrine Masset explains how to creating meaningful customer connections with data and technology without stifling creativity
My Comment: What happens when CX and marketing collide? Melanie Mingas interviews Perrine Masset, a partner at Deloitte Digital, to get the answer. Masset says, “Marketing has undergone a profound transformation… This shift is directly tied to the increasing emphasis on delivering exceptional CX.” For years, I’ve said that CX is part of marketing—and vice versa. This excellent article/interview will give you even more insight into the importance and power of integrating the two.
New CX Index Report: Data Reveals Personalization and Integrity Are the New Imperatives for Customer Loyalty in Retail, Financial Services, and Telecoms by Fabrizio Trotti
(Technology Reseller News) Today, customer experience (CX) is no longer just a differentiator; it’s the foundation of customer loyalty and long-term business growth. Brands that deliver outstanding CX grow faster than their rivals because expectation-exceeding experiences make a lasting impression.
My Comment: If the word in 2020 (the year of the pandemic) was empathy, then the year of 2025 is personalization and integrity. Okay, that’s two words. For the past few years, our CX research (sponsored by RingCentral) has seen personalization as a top experience customers desire. They want the companies and brands to know them. When you couple that with integrity, another word for trust, you have a combination that’s hard to beat. Make customers feel included and give them confidence (trust) in your brand, and they will say, “I’ll be back!”
4 Ways Content Can Make or Break Your Customer Experience by Colleen Jones
(Entrepreneur) When efforts to modernize customer experience focus too much on technology and not enough on content, your company risks wasting resources, falling behind the competition and losing customers.
My Comment: Content marketing is part of the customer experience. The four ideas included in this article focus on the content that introduces a new customer to your company and products (onboarding), cross-selling other products and features (adopting), keeping customers informed (communication), and easy and frictionless support (self-service). All of these add up to how content can not only add to the customer experience but retain and grow your existing customers.
What Is Social Listening? How to Take Advantage of Word of Mouth by Foundever
(Foundever) Do you know what your customers are saying about you? Online reputation is critical for businesses, and a key part of understanding how to improve CX. Let’s talk about how social listening can help you tap into the conversation.
My Comment: The simple definition or description of social listening is to pay attention to what customers are saying about you anywhere other than directly with you. In other words, any social media or online forum where customers can rate you, review you, and share their story about you, is where you want to pay attention – in the form of social listening.
BONUS
Customer Experience Predictions for 2025: Expert Insights on AI, Leadership, and Human Connection by Dan Gingiss
(Dan Gingiss) Our customer experience predictions for 2025 reveal a transformative shift in how businesses will connect with their customers. Based on insights from leading CX experts, these predictions highlight the critical intersection of artificial intelligence, human connection, and evolving customer expectations that will shape customer experience trends in 2025 and beyond.
My Comment: My buddy and fellow customer experience expert, Dan Gingiss, reached out to a bunch of other buddies and CX experts (myself included) to compile a list of predictions for the new year. The list includes the experts’ opinions of the brands leading the CX revolution and those that need to improve.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
December 24, 2024
Let’s Play 20 Customer Experience (CX) Questions – Part One
Let’s play 20 Questions. Luke Jamieson, a customer experience (CX) thought leader in Australia, asked me to answer 20 customer experience questions in a “lightning round” style for one of his projects. As I considered my answers, I realized that the subscribers to my newsletter and videos would also enjoy them. There is a lot here, so I’m breaking it into two parts. So, let’s get right into it: In five words or less, what does CX mean to you? EVERY interaction your customers experience. (Five words are not easy!)
What is your CX prediction in 2025? Based on the experiences customers have with the best customer-focused brands, they continue to get smarter about CX and will demand more from you. So be ready.
What CX lesson did you learn from a TV show? I love the Seinfeld episode where Jerry tells the rental car employee, “You can take the reservation. You just can’t hold the reservation. And that’s really the most important part of the reservation.” The lesson is to honor your promises to customers – or else they may make fun of you on national TV.
What is the most innovative thing you’ve done or seen in CX? AI is the obvious answer, so here’s a different one. I love the life-size holograms of people who greet and help airport customers. It’s a little bit of Disney-style magic in our daily lives.
How do you know when a CX strategy is working? Low churn, repeat customers, referrals from happy customers, and more spending per interaction.
If you could take a CX apprentice under your wing, who would it be? Anybody in high school. Teach them young, and they will have this powerful skill and mindset for the rest of their lives.
What’s the weirdest complaint you’ve ever heard? I’ve heard a lot, but let’s go with the complaint that is often attributed to baseball legend Yogi Berra, who once said about a restaurant, “Nobody goes there anymore. It’s too crowded.”
What is your CX secret ingredient? Convenience! All things being equal, the company with the easiest experience will win.
What’s the first thing you think about when designing a new CX strategy? The customer. Start with the end in mind! Ask, “What do we want the customer to experience?” and work backward from there.
If CX were a sport, what position would you play and why? I’d play center on a hockey team. The center’s job is to play offense and score and then get back and help on defense. That’s sales and service combined!
There you go. The first 10 answers to some important and sometimes fun questions. Tune in next week for the next 10 questions.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. 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 .
December 23, 2024
Customer Experience Sells with Arun Shastri
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
Why is including sales important in the overall plan for customer experience?
How can sales and customer service teams work together to make customers happier?
Why is digital technology key for a smooth customer experience?
What role does human interaction have in today’s changing customer experience world?
How can companies create a customer-focused experience from before a purchase to after?
Top Takeaways
Customer experience is the overall perception customers have based on their interactions with a brand, from the first web search to after the purchase. Ensuring a positive customer experience means simplifying and enriching every aspect of the customer’s journey, product, and service.
Salespeople play a crucial role in shaping the customer experience. They help customers discover what they need, educate them about solutions, and build trust.
In both B2B (business-to-business) and B2C (business-to-consumer) industries, customers expect seamless and convenient experiences. Since we are all customers, B2C interactions often serve as a benchmark for B2B expectations. Customers are not only comparing you to your competitors. They are comparing you to the best customer experiences they have had from brands in every industry.
Digital technology serves as a valuable ally in improving customer experience. While digital channels can provide quick answers, they can’t fully replace the need for human touch in more complex situations.
Brands should prioritize making every interaction efficient to respect and save the customer’s time. Businesses that can reduce or eliminate time-wasting steps in a customer’s journey will enhance their overall experience.
As customers evolve, so should businesses. Companies need to be attuned to the changing expectations and preferences of their customers so they can meet them effectively.
Plus, Shep and Arun share how salespeople and customer support teams can become trusted advisors to customers. Tune in!
Quotes:
“Customer Experience is about the overall perception through every interaction between a customer and all aspects of the brand before, during, and after a purchase.”
“Customer experience is not just a single moment. It’s about the entire journey that the customer might go through.”
“The fundamentals of customer experience really haven’t evolved. It has always been about the relentless focus on making sure that we are solving the key pain points for the customer.”
“Time is the most valuable commodity that drives customer experience. If you can reduce or eliminate one more mundane thing that the customer has to do, you’re already winning.”
“Customers are looking at your brand versus all the other brands that they engage with. If you want to differentiate yourself, think about how your customers are evolving and running to grab it and meet it.”
“There’s 20% of the companies who are leaders. If you find yourself in that 80%, don’t consider yourself a laggard. We are in a digital and AI-driven world where we can leapfrog.”
About:
Arun Shastri is a principal at ZS and the author of The Harvard Business Review Sales Management Handbook: How to Lead High-Performing Sales Teams. He is the cohost of Reinventing Customer Experience podcast and a teacher for sales executives at Kellogg.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
Why is including sales important in the overall plan for customer experience?
How can sales and customer service teams work together to make customers happier?
Why is digital technology key for a smooth customer experience?
What role does human interaction have in today’s changing customer experience world?
How can companies create a customer-focused experience from before a purchase to after?
Top Takeaways
Customer experience is the overall perception customers have based on their interactions with a brand, from the first web search to after the purchase. Ensuring a positive customer experience means simplifying and enriching every aspect of the customer’s journey, product, and service.
Salespeople play a crucial role in shaping the customer experience. They help customers discover what they need, educate them about solutions, and build trust.
In both B2B (business-to-business) and B2C (business-to-consumer) industries, customers expect seamless and convenient experiences. Since we are all customers, B2C interactions often serve as a benchmark for B2B expectations. Customers are not only comparing you to your competitors. They are comparing you to the best customer experiences they have had from brands in every industry.
Digital technology serves as a valuable ally in improving customer experience. While digital channels can provide quick answers, they can’t fully replace the need for human touch in more complex situations.
Brands should prioritize making every interaction efficient to respect and save the customer’s time. Businesses that can reduce or eliminate time-wasting steps in a customer’s journey will enhance their overall experience.
As customers evolve, so should businesses. Companies need to be attuned to the changing expectations and preferences of their customers so they can meet them effectively.
Plus, Shep and Arun share how salespeople and customer support teams can become trusted advisors to customers. Tune in!
Quotes:
“Customer Experience is about the overall perception through every interaction between a customer and all aspects of the brand before, during, and after a purchase.”
“Customer experience is not just a single moment. It’s about the entire journey that the customer might go through.”
“The fundamentals of customer experience really haven’t evolved. It has always been about the relentless focus on making sure that we are solving the key pain points for the customer.”
“Time is the most valuable commodity that drives customer experience. If you can reduce or eliminate one more mundane thing that the customer has to do, you’re already winning.”
“Customers are looking at your brand versus all the other brands that they engage with. If you want to differentiate yourself, think about how your customers are evolving and running to grab it and meet it.”
“There’s 20% of the companies who are leaders. If you find yourself in that 80%, don’t consider yourself a laggard. We are in a digital and AI-driven world where we can leapfrog.”
About:
Arun Shastri is a principal at ZS and the author of The Harvard Business Review Sales Management Handbook: How to Lead High-Performing Sales Teams. He is the cohost of Reinventing Customer Experience podcast and a teacher for sales executives at Kellogg.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
December 22, 2024
Top 5 Customer Service & CX Articles for Week of December 23, 2024
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.
5 Questions Every Business Owner MUST Answer Before 2025 by Brittany Hodak
(Brittany Hodak) The New Year is always the best time to work on your business, instead of in your business. Set yourself up for a successful 2025 by answering these questions. Cheers to an incredible year ahead!
My Comment: We’re winding down the year, and I can’t think of a better article to read to prepare for 2025. My friend and fellow CX expert, Brittany Hodak, shares five questions that every business owner (and leader) must answer before the end of the year. Your answers to these questions will set you up for, as Brittany says, “Wild success in 2025 and beyond.” Also, Brittany and I have announced season two of The Super Amazing Show, where we share a weekly tip – every week – for a year! Check it out, but for now, answer those questions!
How to Improve Customer Support on a Budget by Tycoonstory
(Tycoonstory) Whether you’re a startup starting to gain traction, or an established business, you need to run a lean operation. You also need to provide outstanding Customer support on a budget, and this can seem challenging on a small budget.
My Comment: For those who want to deliver a great customer service experience but are constrained to a lower budget, then this article is for you. Here are the topics with plenty of commentary: 1) Start with what you have, 2) Automate where you can, 3) Consider outsourcing, 4) Build a self-service hub, 5) Use data to improve, 6) Be proactive, 7) Train on customer support, 8) Personalize, and 10) Build Loyalty.
A Complete Guide to Customer Service Automation by Najam Ahmed
(Comm100) Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before.
My Comment: An automated customer service experience can be a good one. Customers find information quickly, and it is generally accepted as a good experience that meets the customer’s expectations. While this isn’t a replacement for a good customer service rep, it can get the customer answers to basic questions and handle certain requests without having to call the company. More and more, customers seem to be attracted to getting answers quickly, even if they have to do it on their own. This article includes much information about the benefits of setting up automation for some, not all, of your customer service/CX needs.
How to Leverage GenAI for Enhanced Customer Engagement by John Dubois
(EY) GenAI is transforming content creation, distribution and consumption, driving consistent and engaging customer interactions.
My Comment: The short description of this article is to have authentic customer engagement, use generative AI (GenAI) to create a hyper-personalized experience, and break down silos. GenAI is transforming the customer experience. Take advantage of it, or you may find you are playing catch-up and keeping up with your competition.
Customer Service Statistics By Interaction, Experiences, Channels, Quality Control, Representative, Industries, Social Media And Investments by Saisuman Revankar
(Coolest Gadgets) Customer Service Statistics: Customer service plays a big role in making a business successful. All elaborated Statistics below show that happy customers are more likely to return and recommend a company to others. On the other hand, poor service can cause customers to leave, which can hurt a company’s reputation and sales.
My Comment: Let’s wrap up this week’s roundup (other than the bonus article) with a group of customer service and CX stats and findings from our friends at Coolest Gadgets. Here you’ll find more than 60 stats that will compel you to deliver a great experience – or scare you if you’re not currently doing so. (If you love this kind of information, be sure to check out my annual CX research.)
BONUS
Our Top Stories of 2024 by Rachael Trickey
(Call Centre Helper) All year round, our team have worked with industry experts across the world to bring you articles filled with the latest insights into Customer Experience, Employee Experience and Technology – but what’s been your favourite so far?
My Comment: It’s an honor to be named one of the Top Ten Consultants/Experts from CallCentreHelper.com. Their editor, Megan Jones, interviews me about once every couple of months about various topics related to customer service and the contact center. One of the interviews, The Five Pillars of Customer Experience (CX), made it to their Top Ten Articles for 2025 list.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
5 Questions Every Business Owner MUST Answer Before 2025 by Brittany Hodak
(Brittany Hodak) The New Year is always the best time to work on your business, instead of in your business. Set yourself up for a successful 2025 by answering these questions. Cheers to an incredible year ahead!
My Comment: We’re winding down the year, and I can’t think of a better article to read to prepare for 2025. My friend and fellow CX expert, Brittany Hodak, shares five questions that every business owner (and leader) must answer before the end of the year. Your answers to these questions will set you up for, as Brittany says, “Wild success in 2025 and beyond.” Also, Brittany and I have announced season two of The Super Amazing Show, where we share a weekly tip – every week – for a year! Check it out, but for now, answer those questions!
How to Improve Customer Support on a Budget by Tycoonstory
(Tycoonstory) Whether you’re a startup starting to gain traction, or an established business, you need to run a lean operation. You also need to provide outstanding Customer support on a budget, and this can seem challenging on a small budget.
My Comment: For those who want to deliver a great customer service experience but are constrained to a lower budget, then this article is for you. Here are the topics with plenty of commentary: 1) Start with what you have, 2) Automate where you can, 3) Consider outsourcing, 4) Build a self-service hub, 5) Use data to improve, 6) Be proactive, 7) Train on customer support, 8) Personalize, and 10) Build Loyalty.
A Complete Guide to Customer Service Automation by Najam Ahmed
(Comm100) Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before.
My Comment: An automated customer service experience can be a good one. Customers find information quickly, and it is generally accepted as a good experience that meets the customer’s expectations. While this isn’t a replacement for a good customer service rep, it can get the customer answers to basic questions and handle certain requests without having to call the company. More and more, customers seem to be attracted to getting answers quickly, even if they have to do it on their own. This article includes much information about the benefits of setting up automation for some, not all, of your customer service/CX needs.
How to Leverage GenAI for Enhanced Customer Engagement by John Dubois
(EY) GenAI is transforming content creation, distribution and consumption, driving consistent and engaging customer interactions.
My Comment: The short description of this article is to have authentic customer engagement, use generative AI (GenAI) to create a hyper-personalized experience, and break down silos. GenAI is transforming the customer experience. Take advantage of it, or you may find you are playing catch-up and keeping up with your competition.
Customer Service Statistics By Interaction, Experiences, Channels, Quality Control, Representative, Industries, Social Media And Investments by Saisuman Revankar
(Coolest Gadgets) Customer Service Statistics: Customer service plays a big role in making a business successful. All elaborated Statistics below show that happy customers are more likely to return and recommend a company to others. On the other hand, poor service can cause customers to leave, which can hurt a company’s reputation and sales.
My Comment: Let’s wrap up this week’s roundup (other than the bonus article) with a group of customer service and CX stats and findings from our friends at Coolest Gadgets. Here you’ll find more than 60 stats that will compel you to deliver a great experience – or scare you if you’re not currently doing so. (If you love this kind of information, be sure to check out my annual CX research.)
BONUS
Our Top Stories of 2024 by Rachael Trickey
(Call Centre Helper) All year round, our team have worked with industry experts across the world to bring you articles filled with the latest insights into Customer Experience, Employee Experience and Technology – but what’s been your favourite so far?
My Comment: It’s an honor to be named one of the Top Ten Consultants/Experts from CallCentreHelper.com. Their editor, Megan Jones, interviews me about once every couple of months about various topics related to customer service and the contact center. One of the interviews, The Five Pillars of Customer Experience (CX), made it to their Top Ten Articles for 2025 list.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
December 17, 2024
The Five Easiest Customer Service Tactics Anyone Can Do
It’s the holiday season, and whatever holiday you choose to celebrate – or choose not to celebrate – gifting is the norm. So, I have a gift for you: the five easiest customer service tactics that anyone and everyone can do – and they won’t cost a thing! I was recently asked in an interview, “What are the easiest and least expensive customer service or experience tactics a company can implement?” Great question, and I want to take it a step further and include employees in my answers. So, keep in mind my answers can apply to employees as well. Not just customers.
Sometimes, the best strategies or tactics don’t have to be hard or expensive to be effective. I call these customer service basics, and they are 100% common sense, but as you’ve heard me write and say in the past, common sense is often not so common. So, don’t expect anything new here, but realize these five ideas are powerful. Anyone can do them. And they don’t cost a thing.
Just be nice! The number one reason customers will leave you is the opposite of nice: rudeness and/or apathy. Whether they know it or not, customers want to feel like you’re engaged and care about them. A smile and a positive attitude go a long way.
Show Respect! Part of being respectful is being nice. Also, honor your customers’ time, value their opinions, use their names appropriately, actively listen to them, show sincere interest in them, be courteous, and be professional. I could go on with a few more, but you get the idea.
Be helpful! Even if you can’t help, have a helpful attitude. It shows you care. And if you add to that a smile – as in being nice – it’s a wonderful combination that will make customers appreciate you.
Do what you say you’ll do! The fastest way to lose your customer’s confidence and trust is to not follow through on a promise. That promise can be as simple as, “I’ll call you back in an hour.” Don’t make promises you can’t keep.
Say thank you! Don’t forget to show appreciation to your customers. You can say it in person, on the phone, via email, or write an old-fashioned handwritten note. Maybe even send a holiday card. Never miss the opportunity to say, “Thank you!”
The holiday season is a time of giving and gratitude. I share these simple ideas to remind us that sometimes the best gifts aren’t always expensive. Sometimes, they are even free. These simple customer service tactics are my gift to you, designed to enhance every interaction and spread joy. Okay, maybe I’m going a little over the top with the holiday theme. Still, I hope you, your customers, and your employees enjoy these “gifts,” and may you have a wonderful holiday!
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. 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 .
How to Execute the Optimal Customer Experience with John Durocher
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How can companies integrate their sales and support teams to enhance customer interactions?
How can small businesses enhance customer support after a sale?
What are the benefits of a customer advisory board?
Why is it important for companies to proactively communicate when there are problems, service outages, or maintenance periods?
How can businesses create an emotional connection with their customers through community involvement?
Top Takeaways
Companies can improve their service and product offerings by listening to customers. Engaging customers through surveys and advisory boards (made up of customers) allows companies to understand their customers’ needs and generate new ideas.
Customer surveys should be a two-way communication. Customers spend time answering customer feedback. So, companies should respond to the feedback by showing appreciation for their customers’ input and making them feel heard by letting them know what actions are taken.
Customer experience doesn’t stop after a sale. It encompasses every interaction the customer has with the company. Each touchpoint should be designed to delight the customer, from when a product is purchased to when they receive any follow-up service or support.
Communication and collaboration between teams ensure that there are no gaps in service delivery. When a customer interacts with one team, they expect the entire company to be aware of their history and needs. They do not want to repeat themselves. Effective communication ensures a consistent and convenient customer journey.
Proactive communication alleviates customer frustration. When there is a problem, businesses must proactively notify their customers using all appropriate channels, including text, emails, and social media, that their customers are using. This keeps customers informed about what’s happening, how long a problem might last, and reassures them that it is being addressed.
Businesses that engage with the communities they serve often stand out. Customers like doing business with companies who value the same things as them.
Plus, John shares examples of how local broadband providers have gone above and beyond for their community during crucial moments. These are lessons for any type of business. Tune in!
Quotes:
“It’s important not to have gaps in the customer experience. You have to work and communicate as one team. Customers expect that what they have heard from the sales team will be consistent throughout your organization.”
“Customers can surprise us by using our products in ways we never imagined. By truly listening and engaging with them, we uncover new ideas to enhance and tailor our offerings to meet their needs better.”
“To prevent survey fatigue, it’s crucial to be smart about when and what we ask our customers. When feedback is less than stellar, proactively reach out to understand how to improve. Customers want to trust you to deliver a great experience.”
About:
John Durocher is the Chief Customer Officer at Calix. He is widely acknowledged as an expert in customer relationship management (CRM) and has contributed numerous articles and papers to industry and academic publications.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
How can companies integrate their sales and support teams to enhance customer interactions?
How can small businesses enhance customer support after a sale?
What are the benefits of a customer advisory board?
Why is it important for companies to proactively communicate when there are problems, service outages, or maintenance periods?
How can businesses create an emotional connection with their customers through community involvement?
Top Takeaways
Companies can improve their service and product offerings by listening to customers. Engaging customers through surveys and advisory boards (made up of customers) allows companies to understand their customers’ needs and generate new ideas.
Customer surveys should be a two-way communication. Customers spend time answering customer feedback. So, companies should respond to the feedback by showing appreciation for their customers’ input and making them feel heard by letting them know what actions are taken.
Customer experience doesn’t stop after a sale. It encompasses every interaction the customer has with the company. Each touchpoint should be designed to delight the customer, from when a product is purchased to when they receive any follow-up service or support.
Communication and collaboration between teams ensure that there are no gaps in service delivery. When a customer interacts with one team, they expect the entire company to be aware of their history and needs. They do not want to repeat themselves. Effective communication ensures a consistent and convenient customer journey.
Proactive communication alleviates customer frustration. When there is a problem, businesses must proactively notify their customers using all appropriate channels, including text, emails, and social media, that their customers are using. This keeps customers informed about what’s happening, how long a problem might last, and reassures them that it is being addressed.
Businesses that engage with the communities they serve often stand out. Customers like doing business with companies who value the same things as them.
Plus, John shares examples of how local broadband providers have gone above and beyond for their community during crucial moments. These are lessons for any type of business. Tune in!
Quotes:
“It’s important not to have gaps in the customer experience. You have to work and communicate as one team. Customers expect that what they have heard from the sales team will be consistent throughout your organization.”
“Customers can surprise us by using our products in ways we never imagined. By truly listening and engaging with them, we uncover new ideas to enhance and tailor our offerings to meet their needs better.”
“To prevent survey fatigue, it’s crucial to be smart about when and what we ask our customers. When feedback is less than stellar, proactively reach out to understand how to improve. Customers want to trust you to deliver a great experience.”
About:
John Durocher is the Chief Customer Officer at Calix. He is widely acknowledged as an expert in customer relationship management (CRM) and has contributed numerous articles and papers to industry and academic publications.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
The Gift of Customer Feedback with Isabelle Zdatny Copy
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
What is survey fatigue?
How can negative feedback act as a valuable tool in preventing customer churn?
Why should companies prioritize genuine feedback over high survey scores?
What are the best practices for creating effective and concise customer surveys?
How many chances do customers typically give companies after a poor experience?
Top Takeaways
Customer feedback is a gift. Negative feedback uncovers areas for improvement, potentially saving businesses from losing customers to competitors.
Customer loyalty is fragile. High customer expectations and the ability to switch to competitors easily mean companies must work even harder to keep their consumers happy. “Nice to have” industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers.
Customer service is increasingly becoming more important than price. More and more customers are willing to pay extra for convenient, hassle-free experiences.
Companies need to look beyond the Voice of the Customer. Other sources, such as customer history, support interactions, and social media, can help companies understand the full scope of their customers’ experiences.
Isabelle shares stats from the 2025 Consumer Trends Report by Qualtrics . Here are some highlights:
61% of consumers shared that trust in the information that companies provide to them is a top priority.
53% of bad customer experiences result in a decrease in spending.
Customers are less willing to give feedback than they were a few years ago. Compared to 4 years ago, customer feedback after a bad experience has dropped by 8%. The number of customers who do not tell anyone about their experience has increased by over 6%
Plus, Shep and Isabelle discuss why getting honest feedback is more important than getting high metric scores. Tune in!
Quotes:
“The overall quality of customer experiences has improved. What’s changing is customer expectations. Consumers are less tolerant of bad experiences, so when they happen, they are more likely to either decrease or stop spending money on a business.”
“Customers are experiencing survey fatigue. They are bombarded with long, irrelevant surveys about their experiences, and they don’t see the companies taking action based on the insights they provide.”
“If customers take the time and effort to fill out a survey, it says that they care about you getting better and about the future of your company. If the company doesn’t thank them or acknowledge their feedback, it creates an erosion of trust.”
“All feedback is a gift. If customers are telling you about a pain point, you should cherish that because they could churn without ever letting you know why.”
About:
Isabelle Zdatny is the Head of Thought Leadership with Qualtrics Experience Management Institute. She produces industry-leading content on experience management trends and best practices, including the 2025 Consumer Trends Report.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
What is survey fatigue?
How can negative feedback act as a valuable tool in preventing customer churn?
Why should companies prioritize genuine feedback over high survey scores?
What are the best practices for creating effective and concise customer surveys?
How many chances do customers typically give companies after a poor experience?
Top Takeaways
Customer feedback is a gift. Negative feedback uncovers areas for improvement, potentially saving businesses from losing customers to competitors.
Customer loyalty is fragile. High customer expectations and the ability to switch to competitors easily mean companies must work even harder to keep their consumers happy. “Nice to have” industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers.
Customer service is increasingly becoming more important than price. More and more customers are willing to pay extra for convenient, hassle-free experiences.
Companies need to look beyond the Voice of the Customer. Other sources, such as customer history, support interactions, and social media, can help companies understand the full scope of their customers’ experiences.
Isabelle shares stats from the 2025 Consumer Trends Report by Qualtrics . Here are some highlights:
61% of consumers shared that trust in the information that companies provide to them is a top priority.
53% of bad customer experiences result in a decrease in spending.
Customers are less willing to give feedback than they were a few years ago. Compared to 4 years ago, customer feedback after a bad experience has dropped by 8%. The number of customers who do not tell anyone about their experience has increased by over 6%
Plus, Shep and Isabelle discuss why getting honest feedback is more important than getting high metric scores. Tune in!
Quotes:
“The overall quality of customer experiences has improved. What’s changing is customer expectations. Consumers are less tolerant of bad experiences, so when they happen, they are more likely to either decrease or stop spending money on a business.”
“Customers are experiencing survey fatigue. They are bombarded with long, irrelevant surveys about their experiences, and they don’t see the companies taking action based on the insights they provide.”
“If customers take the time and effort to fill out a survey, it says that they care about you getting better and about the future of your company. If the company doesn’t thank them or acknowledge their feedback, it creates an erosion of trust.”
“All feedback is a gift. If customers are telling you about a pain point, you should cherish that because they could churn without ever letting you know why.”
About:
Isabelle Zdatny is the Head of Thought Leadership with Qualtrics Experience Management Institute. She produces industry-leading content on experience management trends and best practices, including the 2025 Consumer Trends Report.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
December 16, 2024
Top 5 Customer Service & CX Articles for Week of December 16, 2024
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.
The Customer Experience Paradox – and How to Overcome It by MARKETING-INTERACTIVE
(MARKETING-INTERACTIVE) As consumers tighten their spending after poor experiences, brands face mounting pressure to prioritise CX or risk losing market share. Qualtrics’ fourth annual Consumer Experience Trends report reveals the stakes: despite fewer negative interactions, consumers are quicker to cut spending after bad experiences, while trust, loyalty, and satisfaction have all fallen over the last year.
My Comment: Let’s kick off this week with a powerful statement: In 2025, delivering exceptional customer experiences (CX) is the difference between growth and decline. This is the opening line of this excellent article, which is filled with stats and findings from Qualtrics’ fourth annual Consumer Experience Trends report. This information will compel you to make sure you’ve given the attention CX deserves. Not doing so is a risk to the long-term survival of your company!
Loyalty Programs Are Growing—So Are Customer Expectations by Ed Crouch, Ben Eppler, Lauren Taylor, Christina Mühlenbein, and Elizabeth Hearne
(Boston Consulting Group) This article explains that the incentives companies offer in a loyalty program must go beyond points, perks, and cash. In short, to quote the article, “To keep people happy, companies must deliver a differentiated experience with personalized benefits and relevant partnerships.” What does that mean? Go back and read the first sentence of this very short description, and then read the article.
My Comment: This article explains that the incentives companies offer in a loyalty program must go beyond points, perks, and cash. In short, to quote the article, “To keep people happy, companies must deliver a differentiated experience with personalized benefits and relevant partnerships.” What does that mean? Go back and read the first sentence of this very short description, and then read the article.
Building Relationships That Last a Lifetime by Inc. Custom Studio
(Inc. Magazine) A growth-at-all-costs mindset can land a company in hot water, creating misalignment with consumer needs and preventing the development of the long-term customer relationships that are foundational to healthy businesses. In fact, it’s so-called forever customers who remain perennially faithful to a brand that can be key to delivering steady growth year after year. Indeed, driving that kind of sustainable growth is a top priority for 94.8% of midmarket consumer products businesses, according to new research from SAP Insights.
My Comment: What is a Forever Customer? Exactly what it sounds like. They are repeat and loyal customers who are crucial to a company or brand staying in business. They appreciate the value (product and experience) of the brands they love. They aren’t wooed away by a better price or deal. This is the customer you want!
Emotion Is the New Metric: The Rise of Sentiment Analysis in Retail by Scott Clark
(CMSWire) Sentiment analysis — a technique that uses natural language processing (NLP), machine learning (ML) and AI to gauge emotions in customer interactions — has emerged as a powerful tool for uncovering the drivers of customer satisfaction and loyalty. Sentiment analysis enables retailers to go beyond surface-level data, uncovering the emotional trends that shape purchasing behavior and brand loyalty.
My Comment: A new metric? Could emotion or “sentiment” be the next metric that helps predict customer loyalty – or at least a returning customer? This is an interesting new way to look at customer interactions, both in person and digitally. Customer behavior is driven by the experience, which could include an emotional connection to the company or brand. Maybe understanding sentiment analysis is worth considering as you look for ways to track and understand your customers’ buying patterns.
Jet-Lagged but Inspired: Fresh Takes on AI and Customer Experience by Ian Jacobs
(Opus Research) Despite the headlong rush enterprise and contact center leaders are in to automate seemingly every customer interaction, the low-hanging fruit for brands remains in augmenting the employees providing interaction assistance.
My Comment: We close out this week’s Top Five with a focus on the role of a contact center. Two lines in this article caught my attention. First: The Contact Center Is More than Just Agents. Second: CX Is More Than Just Customer Service. If you have a contact center, this is an excellent article that will make you realize that the customer support department does much more than answer questions and solve problems. This takes the traditional customer service or support department (and agent) to another level. And while CX is a popular name that, for some companies, is synonymous with customer service, it’s not. It’s much more powerful and important than just service.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
The Customer Experience Paradox – and How to Overcome It by MARKETING-INTERACTIVE
(MARKETING-INTERACTIVE) As consumers tighten their spending after poor experiences, brands face mounting pressure to prioritise CX or risk losing market share. Qualtrics’ fourth annual Consumer Experience Trends report reveals the stakes: despite fewer negative interactions, consumers are quicker to cut spending after bad experiences, while trust, loyalty, and satisfaction have all fallen over the last year.
My Comment: Let’s kick off this week with a powerful statement: In 2025, delivering exceptional customer experiences (CX) is the difference between growth and decline. This is the opening line of this excellent article, which is filled with stats and findings from Qualtrics’ fourth annual Consumer Experience Trends report. This information will compel you to make sure you’ve given the attention CX deserves. Not doing so is a risk to the long-term survival of your company!
Loyalty Programs Are Growing—So Are Customer Expectations by Ed Crouch, Ben Eppler, Lauren Taylor, Christina Mühlenbein, and Elizabeth Hearne
(Boston Consulting Group) This article explains that the incentives companies offer in a loyalty program must go beyond points, perks, and cash. In short, to quote the article, “To keep people happy, companies must deliver a differentiated experience with personalized benefits and relevant partnerships.” What does that mean? Go back and read the first sentence of this very short description, and then read the article.
My Comment: This article explains that the incentives companies offer in a loyalty program must go beyond points, perks, and cash. In short, to quote the article, “To keep people happy, companies must deliver a differentiated experience with personalized benefits and relevant partnerships.” What does that mean? Go back and read the first sentence of this very short description, and then read the article.
Building Relationships That Last a Lifetime by Inc. Custom Studio
(Inc. Magazine) A growth-at-all-costs mindset can land a company in hot water, creating misalignment with consumer needs and preventing the development of the long-term customer relationships that are foundational to healthy businesses. In fact, it’s so-called forever customers who remain perennially faithful to a brand that can be key to delivering steady growth year after year. Indeed, driving that kind of sustainable growth is a top priority for 94.8% of midmarket consumer products businesses, according to new research from SAP Insights.
My Comment: What is a Forever Customer? Exactly what it sounds like. They are repeat and loyal customers who are crucial to a company or brand staying in business. They appreciate the value (product and experience) of the brands they love. They aren’t wooed away by a better price or deal. This is the customer you want!
Emotion Is the New Metric: The Rise of Sentiment Analysis in Retail by Scott Clark
(CMSWire) Sentiment analysis — a technique that uses natural language processing (NLP), machine learning (ML) and AI to gauge emotions in customer interactions — has emerged as a powerful tool for uncovering the drivers of customer satisfaction and loyalty. Sentiment analysis enables retailers to go beyond surface-level data, uncovering the emotional trends that shape purchasing behavior and brand loyalty.
My Comment: A new metric? Could emotion or “sentiment” be the next metric that helps predict customer loyalty – or at least a returning customer? This is an interesting new way to look at customer interactions, both in person and digitally. Customer behavior is driven by the experience, which could include an emotional connection to the company or brand. Maybe understanding sentiment analysis is worth considering as you look for ways to track and understand your customers’ buying patterns.
Jet-Lagged but Inspired: Fresh Takes on AI and Customer Experience by Ian Jacobs
(Opus Research) Despite the headlong rush enterprise and contact center leaders are in to automate seemingly every customer interaction, the low-hanging fruit for brands remains in augmenting the employees providing interaction assistance.
My Comment: We close out this week’s Top Five with a focus on the role of a contact center. Two lines in this article caught my attention. First: The Contact Center Is More than Just Agents. Second: CX Is More Than Just Customer Service. If you have a contact center, this is an excellent article that will make you realize that the customer support department does much more than answer questions and solve problems. This takes the traditional customer service or support department (and agent) to another level. And while CX is a popular name that, for some companies, is synonymous with customer service, it’s not. It’s much more powerful and important than just service.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
December 10, 2024
Three Things You Must Know About Dealing with Angry Customers
How to handle angry customers is a topic I’ve covered in the past. Recently, I was interviewed by three different reporters/authors about this topic within a week. Why, all of a sudden, is there a renewed or greater than usual interest in this topic? I’ve been reading a lot about how the tough economy can cause customer frustration or anxiety. Maybe this is part of why some customers lash out at employees when there’s a problem. Or maybe, as I’ve written about many times, the customer is more demanding. Unfortunately, when some people don’t get what they feel they deserve, they get angry. So, how can we deal with those angry customers? Here are three concepts you must know and understand about how to deal with angry customers: The angry customer is not angry at you. They may be mad because the product didn’t work, they had a bad experience, or maybe it’s a broader anger toward the company. So, when the angry customer comes to you, remember it’s not you. It’s something else that made them angry. Don’t take it personally!
The customer is NOT always right. If you’ve been following my work, you know this is one of my favorite sayings. Too many good employees have been told, “The customer is always right,” but they aren’t. And when they are wrong, and we’re told that we must treat them as if they are right, we become conflicted. We don’t know what to do or how to respond to their issue. So, remember that the customer is NOT always right, but they are always the customer. So, if they are wrong, let them be wrong with dignity and respect.
Some customers will lash out at you, yelling and even cursing. This is a difficult situation. It’s rude, disrespectful and unnecessary. Our customer service research (sponsored by RingCentral) found that 34% of customers admit to yelling at customer service reps, and 21% of customers admit to cursing. How you deal with the angry customer at this point is crucial. Until the customer acts in a somewhat reasonable manner, it is almost impossible to make them happy. Inform them you are there to help, but you can’t until they calm down and you can do your job. For leaders and managers, it’s important for your employees to know you have their backs. Employees need to know you’ll support them in a decision to terminate a call properly. Train agents and anyone on the front line dealing with customers when it’s the right time to end the interaction and how to do so properly.
Regardless of how angry the customer is, keep these ideas in mind, and always remember: You’re not trying to win the fight. You’re trying to win the customer!
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. 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 .
