Shep Hyken's Blog, page 151

Amazing Business Radio: Sam Silverstein

Customer Service Begins with Accountability

How can accountability create Moments of Magic®?

Shep Hyken sits down with Sam Silverstein to discuss the importance of fostering a culture of accountability, which empowers employees to give truly amazing customer service.



Top Takeaways:

Sam says that to have great customer service, you need accountability from all employees – especially leadership.
Accountability isn’t about doing things, it’s a way of thinking – you’re responsible for things and accountable to people. Sam gives an example of a company with customer service in their mission statement, but has notoriously bad customer service. Fixing a problem isn’t accountability, that’s just being responsible. The problems are caused by lack of accountability in the first place.
Some companies can’t migrate into a culture of accountability because they are acclimated to unaccountability.
A perfect example of accountability is Happy State Bank, where Sam once saw a man walk into a bank after closing time at 5:15 p.m. He learned that Happy State Bank, even though they close at 5:00, leaves the doors unlocked until 5:30. Why? Because we all hate that feeling of showing up right at 5:00 and the doors are locked. There’s a huge difference between saying you believe in accountability and showing it.
Organizations need to be willing to fire people who don’t live up to its commitments, even if they’re the top salesperson. Not enough employees are firing their companies fast enough when they don’t believe in the organization’s commitments. Why stay somewhere where they don’t get it?
Disney practices a high level of accountability, so the people want to work there. If you create an environment where people want to be accountable, you attract the best and you employ the best. This reduces turnover, and improves both customer service and productivity.
Many leaders are focused on their bottom line, not their people. Yes, you need to make a profit, but if you’re focused on your people, you create a culture where everyone is focused on the bottom line.
You can’t fake accountability. Care about your people, and create an environment that’s emotionally safe for them. Care for people like they’re your children. When leadership practices accountability, it’s going to show up in the culture.

Quotes:

“We need to first serve customers with purpose, on purpose, for purpose.” – Sam Silverstein

“When it comes to a company’s culture, everything rises and falls on leadership.” – Sam Silverstein

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

How do you improve accountability?
How can you be accountable at work?
Why does accountability matter?
What are examples of accountability?
What is the difference between responsibility and accountability?
What does accountability mean in the workplace?

About:

Sam Silverstein is a leadership keynote speaker and author of seven books including “Making Accountable Decisions” and “Non-Negotiable.” A former executive of manufacturing and distribution companies, Sam writes, speaks, and consults with organizations around the globe to think differently, work with renewed purpose, and achieve record-breaking results

Shep Hyken is a customer service and experience expert, “New York Times” best-selling author, award-winning keynote speaker, and your host of Amazing Business Radio.

The post Amazing Business Radio: Sam Silverstein appeared first on Shep Hyken.

5 Top Customer Service Articles For the Week of March 19, 2018

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.

Infographic: What Marketers Need to Know About Changing Customer Service Expectations by Erik Wander

(Adweek) Consumers are demanding multichannel options that are easier to use.

My Comment: Let’s start this week off with some compelling stats about our customers’ changing expectations. 23% of customers say their expectations of customer service are higher than they were a year ago. Are you and your organization keeping up?

The Three Cs of Customer Satisfaction: Consistency, consistency, Consistency by Alfonso Pulido

(McKinsey&Company) It may not seem sexy, but consistency is the secret ingredient to making customers happy. However, it’s difficult to get right and requires top-leadership attention.

My Comment: It is said that in real estate the three most important words are location, location, and location. This article identified the three “C”s of customer service and satisfaction, which may also be the three most important words in customer service, and they are consistency, consistency, and consistency. Customers want and expect a consistent and predictable experience.

Customer Experience is Everyone’s Job at Volkswagen Australia by Joseph Brookes

(WHICH-50) Turning customers into lifelong advocates requires companies to embrace customer experience throughout the organization.

My Comment: Customer service is everyone’s job. That’s what Jason Bradshaw at Volkswagen Australia lives and breathes. Three years ago he was brought into VW as their director of customer experience. This article gives you a peek behind the curtain of the man who has a relentless and passionate focus on taking care of customers.

Coffee, doughnuts and Big Data: Q+A with Dunkin’ Donuts VP Sherrill Kaplan by Mike O’Brien

(ClickZ) Naturally, loyalty is hugely important to Dunkin’ Donuts, which, despite its name, mostly sells coffee. We spoke with Kaplan about what inspired DD Perks, striking the right balance of communicating with its members, the importance of personalization and what’s to come.

My Comment: If you have ever wondered how effective an app can be for your business, read this short article. Dunkin’ Donuts use their app to create a better experience for their customers, and at the same time capture data that can be used to send relevant and personalized content as well as award points for their customers’ loyalty. This is an excellent case study on how an app can help drive customer loyalty and deliver an easier, more convenient experience.

Customer Experience: There’s a Consumer Trust Crisis, and Smart Firms Will Shape CX to Address It by Ryan Hart

(destinationCRM.com) Being transparent and offering authentic experiences can help companies break through the murk.

My Comment: This article shows the gap between customers who trust companies and those who don’t – and the impact it has on the customer experience. Customers want the brands they do business with to deliver on their promises. When they know what to expect, and they like it, and it happens again and again, they come back.

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken

The post 5 Top Customer Service Articles For the Week of March 19, 2018 appeared first on Shep Hyken.

Guest Blog: You Serve Customers? Is your light on?

This week we feature an article by Marlene Caroseli who shares some great activities and questions to help customer service representatives improve their service and make the customers experience better.  – Shep Hyken

Chip Bell is known for helping organizations create a customer-centric culture. He asserts that customers long to interact with—even relate to—employees “who act like there is still a light on inside.” In time, of course, it’s only natural that the light will dim. That’s why it’s so important to infuse customer service representatives with illumination from time to time. Here is a baker’s dozen of activities/questions that will help do exactly that.

1. Even over the phone, customers can “pick up on” a service representative’s condescension or patronizing tone. Work alone or with others to list both verbal and non-verbal behaviors that may reflect a lack of interest in the customer’s problem. For example, audible breathing that reflects impatience or boredom.

2. Some people in service industries ask why they should bother making the customer-exchange a positive one. The answer, in part, lies in the fact that we can make life easier or more pleasant for others. Not everyone has such an opportunity. Consider these statistics: 16,000 children, worldwide, die of hunger every day. That’s one child every five seconds.

Given this sad statistic, it seems easy enough for each of us to try to do something a bit more than our job calls for. With colleagues or friends, come up with nine additional reasons why we should be providing professionalism/courtesy along with our technical knowledge. Being aware of our blessings often translates into better treatment of others.

3. Miguel Ruiz wrote about the four agreements: Be impeccable with your word. Don’t take anything personally. Don’t make assumptions. Always do your best. Apply these to your work of serving internal customers.

4. Freud famously asked, “What does a woman want?” In relation to the work you do, come up with five answers to this question: “What do customers want?”

5. Despite Kierkegaard’s declaration (“Once you label me, you negate me”), this exercise asks you to label or identify the types of customers with whom you deal. One type, for example, might be the person who has very little technical knowledge. What other types of customers can you identify? If you have time, record what experience has taught you about the best way to deal with each type of customer.

6. In what ways do you typically assure customers they will get the help they need?

7. In what ways do you provide choices for your customers?

13. In what ways do you acknowledge the customer?

12. What “triggers” have you found that cause customers to become angry?

11. What causes conversations to turn into arguments and arguments to turn into serious conflicts?

12. Compile a list of at least five techniques you use to maintain professionalism in the face of a rude or difficult customer.

What is your best advice about protocol questions? For example, what if you are working with someone in your office and the phone rings? What if you are working with someone and someone else asks for your help? What if you have to put the person on hold? What if the time you can meet with the person is inconvenient for him/her but is the only time you can fit the meeting into your schedule?

If you have to call the person back, do you need to explain why? Do you ask, when you reach a customer, if it’s a good time to provide assistance? What are your limits—i.e., at what point are you entitled to not tolerate a customer’s bad behavior?

13. List 15 reasons why customers may exit a situation feeling they were not served properly.

To prolong the life of the enthusiasm-bulbs that, ideally, light your workplace, consider sharing the ideas elicited by these suggestions. Devote a few minutes at the beginning of every staff meeting or publish some of the ideas proposed in the company newsletter.  And, if you are brave enough, explore the possibility of having a “secret shopper” come to your office or call your office for help. Have him or her report afterward on the very concerns or goals you and your team may be trying to improve.

Dr. Marlene Caroselli is an author, keynoter, and corporate trainer whose clients include Lockheed Martin, Allied Signal, Department of the Interior, and Navy SEALS. Her first book, The Language of Leadership, was named a main selection by the Executive Book Club. Principled Persuasion, a more recent title, was designated a Director’s Choice by the Doubleday Book Club. Applying Mr. Albert: 365+ Einstein-inspired Brain Boosts, her 62nd book, will be released by HRD Press in 2018.

For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Read Shep’s latest Forbes Article:  The Personalization Revolution: When The World Revolves Around YOU

The post Guest Blog: You Serve Customers? Is your light on? appeared first on Shep Hyken.

“That’s Not My Department” and 10 Other Phrases Customers Hate

You have a problem. You call the phone number listed on the company’s website. You wait on hold for what seems much longer than the ten minutes they said you would be holding. You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” Then you’re transferred to someone else and the “game” of holding and telling your story starts all over again.

This has happened to many, if not all of us. I have good news! Since customer service has become a center of attention for most companies (even though some still don’t get it right), “That’s not my department” is being heard less and less. That said, there are still plenty of other phrases and words we, as customers, hate to hear. Here’s ten more:

“You’re wrong.” Customers hate to be told they’re wrong.
“I wasn’t here when that happened. It’s not my fault.” Customers don’t care whose fault it is, they just want someone to help.
“I’ll get the manager, but he’ll tell you the same thing.” Why don’t we wait and see?
“We’re a little busy now.” What, too busy to take care of your customer?
“The person you need to talk to is on vacation and won’t be back for a week. Call back then.” Customers hate to wait. Why isn’t there someone to cover for a person who everyone probably knew was going to be on vacation?
“We can’t do that.” My dad always said, “Can’t means ‘won’t try.’” Customers want to see you at least make an attempt to help them.
“We won’t do that.” Almost the same as can’t, but more emphatic. Still, make the attempt to find a solution.
“Your call is very important to us. The wait time is 45 minutes.” Apparently, the call is not really that important.
“You’ll have to…” Customers hate being told “you have to…” Find a way to make it easy on them.
“No!” Does anyone like to be told no?

This list is by no means complete. There are plenty of other words and phrases people say that upset customers, cause them to lose confidence, and may ultimately cause them to leave and never come back.

So, here’s a little homework assignment. Share this article with your team, then sit down and talk about which of these phrases might be in your vocabulary – and banish them. Develop better responses. For example, what else could you say instead of “It’s not my department” that won’t upset a customer? True, it may not be your department, but what you say and how you get that customer to the right person will make or break their confidence in you and your company.

Put yourself in the shoes of your customer to determine the best way to respond. A customer-friendly response will comply with a modified Golden Rule: Say unto customers as you would have customer service professionals say unto you.

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

(Copyright © MMXVIII, Shep Hyken)

The post “That’s Not My Department” and 10 Other Phrases Customers Hate appeared first on Shep Hyken.

Amazing Business Radio: Julie Ann Sullivan

Engaged Employees Make Happy Customers

Are your employees engaged?

Shep Hyken sits down with Julie Ann Sullivan, author of “Blueprint for Employee Engagement: 37 Essential Elements to Influence, Innovate & Inspire,” to discuss the impact that engaged employees can make on customers.

 

Top Takeaways:

When employees feel like they are contributing to the company, they become problem-solvers and idea-makers.
When employees feel acknowledged and valued, that’s reflected to customers. This leads to listening to the customer and showing them that they have value.
A few of the Essential Elements to Influence, Innovate & Inspire:

Communication – Even just one word can change the whole meaning of a sentence.
Service – When your job is customer service, it truly isn’t about you – it’s about the customer. The motive behind service should never be because you have to. The motive should be that you love the company and you want the customer to love it too.
Patience – You may never fully get rid of your impatience. But if you are aware of when you are impatient and can catch yourself, then you can change.
Purpose – When people know the purpose behind what they are doing, they can do it much better.
Relationships – Relationships grow over time. You don’t meet someone and immediately know them and care for them. Relationships must be nurtured; it’s the same with customers and clients.
Leadership – Employees need to feel that they can ask questions without fear. If you have a corporate culture where people are too afraid to approach leadership about problems, more mistakes get made. Leaders must be able to let go. They must trust their people and give them the power to do what is right.
Respect – You must give it to get it. You can’t just demand it.
Gratitude – A little bit goes a long way. The more grateful you are, the more things you find to be grateful for.

Quotes:

“Customer service is people to people. If the people who are giving out customer service are not happy, that’s what they’re going to portray to the customer.” – Julie Ann Sullivan

“When you have a good workplace culture, people are more productive, and they’re more careful in what they do, so they make fewer errors.” – Julie Ann Sullivan

“Customer service is easy when everything is going well. I only know how good a company is when things don’t go well.” – Julie Ann Sullivan

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

How do you empower your employees?
How do you motivate employees that are underperforming?
How do you motivate your employees?
How do you engage your employees?
How do you keep your employees engaged and involved?
How do you increase productivity in the workplace?
How can we improve productivity?
How do I make myself more approachable?
What qualities make a good manager?

About:

Julie Ann Sullivan is the author of “Blueprint for Employee Engagement: 37 Essential Elements to Influence, Innovate & Inspire.” Julie Ann works with organizations that want to create a workplace environment where people are productive, engaged, and appreciated.

Shep Hyken is a customer service and experience expert, “New York Times” best-selling author, award-winning keynote speaker, and your host of Amazing Business Radio.

The post Amazing Business Radio: Julie Ann Sullivan appeared first on Shep Hyken.

5 Top Customer Service Articles For the Week of March 12, 2018

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.

How to Design a Stellar Customer Experience by Michal Maimaran and John Schroeder

(KelloggInsight) The Zappos of the world are redefining expectations. Whatever your industry, you need to keep up.

My Comment: The message of this article is simple. When it comes to customer service and CX, you no longer compete against your direct competitor. You compete against anyone that has provided your customer a great experience. That’s who you are compared to. Your customers’ expectations are higher than ever.

New Report: Which Brands Deliver the Best Customer Experience? by Alex Jones

(Brandwatch) As a reflection of both a brand’s promise and a commitment to customer service, social media is every company’s main channel for showcasing customer experience.

My Comment: Here is a list of the top brands focused on customer experience with a focus on social media. You’ll see the partial list and have to download the entire report, but you’ll find it interesting when you see what companies are at the top of the list. There will be the ones you expect along with some big surprises.

Five Organizations that Are Using Big Data to Power Digital Transformation by Conner Forrest

(ZDnet) Big data can be a great asset in achieving digital transformation. Here are five organizations that have used data science to boost their business.

My Comment: Here’s a case-study on a major iconic brand, McDonald’s, who has always been known for the “system” that is all about consistency. McDonald’s continues to improve the system, this time with more technology, to create not just a better customer experience, but also one for employees. The end result is that the technology allows employees to spend more time taking care of the customer.

8 Reasons Why Customer Experience Transformations Fail by Graham Kingma

(LinkedIn) The challenge is what organizations can do to go about improving the customer experience.

My Comment: At first, I thought this article was taking a contrarian approach to customer experience. But, what the author has written is about some of the mistakes companies make when approaching this very important, and often expensive, strategy. Done right, the investment into CX pays big.

Seven Ways Tech Will Change Customer Experience in 2018 by Luke Williams

(Inside Small Business) There are seven ways technology will aid companies in creating and taking advantage of compelling experiences for their customers in 2018.

My Comment: This short article has seven ideas worth considering. The one that jumped out at me was number two. It’s about how customers expect instant service and delivery. Customers have a new expectation about how quick companies respond or can deliver. Can we rise to the occasion? If not, the competition surely will.

BONUS

101 Helpful Customer Service Quotes from the Pros by Mia Brigette 

(Fit Small Business) If you are looking for inspirational lines and phrases that you can use to motivate yourself and your employees, you have come to the right place. We have pooled together 101 of the best customer service quotes from the pros.

My Comment: Here’s an extra article for you to enjoy – 101 customer service quotes from some of the leading experts in the world of customer service. (I’m honored to be included.) Read these and I’m sure you’ll be inspired to deliver an even better experience to your customers.

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken

The post 5 Top Customer Service Articles For the Week of March 12, 2018 appeared first on Shep Hyken.

Guest Blog: Digitalizing Customer Service for 2018

This week we feature an article by Gemma Baker who writes about how the customer service world has changed with the development of digital communication channels.  – Shep Hyken

It is no secret that customers are turning towards digital communication channels when contacting organizations. This is expected to grow, as over the next 5 years it has been predicted by Gartner that phone interactions will drop from 41% to 12% as consumers keep going digital. Businesses that already have a strong digital customer service strategy in place are steps ahead of the competition, however here’s how you can catch up in 2018.

Provide a Quicker Answer

For customers that have questions and need an answer from an organization, it used to be a quicker method for them to phone a company and risk being placed in a queue or on hold, rather than wait for a response via email.

Nowadays, companies can provide the answers in more cost-effective and productive ways. Firstly, an organization’s website should provide the main and vital bits of information that visitors will want to know, including exactly what the business provides. Next, a company should offer a knowledge base or access to frequently asked questions. Supplying these answers on the website, can decrease the organization’s representatives’ involvement and therefore save resources. Encouraging self-help can also increase visitor satisfaction as they receive the information they required quickly and easily.

For inquiries that cannot be fully answered via the website, visitors will then look for a contact method. It is advisable to have multiple details displayed as visitors will have a preferred method, and this allows them to choose. However, businesses should ensure that web chat is one of the communication channels offered, as it instantly connects a visitor to a representative in real-time. Web chat software allows visitors to continue browsing the website whilst receiving a quick response.

Human vs Bot

Gartner also reported that by 2020, 72% of customer interactions will involve an emerging technology such as machine-learning applications, chatbots or mobile messaging, up from 11% in 2017.

This type of technology is still very juvenile and even the top tech giants such as Facebook were receiving high failure rates during 2017. Even by 2020, a human agent will still be involved in 44% of all interactions, as visitors will not only have a preferred communication channel, but many will still prefer to speak directly with a human representative. There will also be cases where chatbots and automated knowledge bases will not have the relevant answer and someone will need to step in to further the inquiry.

Therefore it is advisable that businesses do not fully switch to AI controlled customer service, but look at areas that they can begin to automate in 2018. This can be anything from automatic emails being sent after a visitor has made a purchase; replies being suggested to a live chat representative to use based on the visitor’s message or signposting visitors throughout the website by automatically suggesting pages they may want to take a look at, depending on what page they are viewing.

The world is charging towards digital, if companies do not strengthen their digital customer service strategies during 2018, they can be at risk of being stampeded by the competition.  It doesn’t take much to step in the right direction and begin improving the customer journey. Start by organizing questions frequently asked by your visitors to form a foundation for a knowledge base, or take a look at free web chat software trials.

Sources: https://www.gartner.com/doc/3748968/plan-critical-shifts-customer-interaction

Gemma Baker is the Marketing Executive for  UK web chat software provider , Click4Assistance, with a range of digital knowledge within PPC advertising, SEO practices, email campaigns and social media.

For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Read Shep’s latest Forbes Article:  To Infinity And Beyond: What If Disney Ran Your Company?

The post Guest Blog: Digitalizing Customer Service for 2018 appeared first on Shep Hyken.

Upgrade Your Customer Support Rep to a Customer Support Professional

The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization. Yet, it surprised both of us just how low paid some of these support people are.

That made me think about the teller at a bank, the person who is the “face” of the bank for all intents and purposes. They greet the customers, handle their money, and work directly with the customers – more than anyone else in the bank – yet it is typically one of the lower-paid positions.

And that made me think about a receptionist at a company. Many times, this is considered a lower-paying position too, yet the receptionist is often the first person the company’s most important customers talk with first. A talented receptionist is a friendly voice greeting customers who may have questions or concerns about the company, or perhaps a potential customer getting their first impression of the company’s service and culture. The receptionist plays a critical role for the company.

I’m not suggesting that the amount someone is paid is an indicator of their importance. But it does surprise me that the lower-paid positions are often most responsible for interacting with customers. One way to reflect their importance, to show that they are the best of the best in any and all of these positions, regardless of what they are paid, is to bestow the title of professional.

While this can apply to any of these positions, as well as many others, let’s use the customer support representative as an example. These are great people who work in customer support centers and respond to a customer’s questions and complaints with patience, empathy, and efficiency. They answer phones, emails, texts, social media comments, and more. They’re your front line for your customers. And they’re often referred to as CSRs, or customer service representatives. What would happen if you simply changed the word representative to the word professional? How would that make the employee feel? How would it make the customer feel, knowing that he or she is dealing with a professional?

Maybe it’s just a word, but when you call someone a professional, it elevates their stature and instills a greater sense of dignity and pride in their work. It’s a daily reminder that you’re more than just a CSR, you’re a professional. And remember, even if you don’t have the word professional in your job description or title, it doesn’t mean you can’t act like a professional.

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

(Copyright © MMXVIII, Shep Hyken)

The post Upgrade Your Customer Support Rep to a Customer Support Professional appeared first on Shep Hyken.

Amazing Business Radio: Tim David

The “Magic” Behind the Words You Use

What if you knew the “Magic Words” to use with your customers?

Shep Hyken sits down with Tim David to discuss the impact that words have on human connection and customer service.

 

 

Top Takeaways:

TIM’S GENEROUS GIFT: To start with, Tim has offered a free video course on body language. Just click here.
Seven words that motivate, engage, and influence:

Because – Studies show that when this word is used, the answer is changed. When not used, the answer may not be the desired one. However, when you add the word “because,” people’s minds change.
Yes – The more often we say yes to someone, the more we feel like we like them. The brain loves to use shortcuts, so if it associates a person with the word “yes,” then the relationship is strengthened. Starting the conversation with agreement puts the person on the other end at ease right off the bat.
But – When the brain hears this word, everything that came before it is automatically erased as if it were never said. If you’re going to use this word, consider the order in which it comes in a sentence. The meaning is the same, but what’s remembered is different.
If – This word engages imagination and frees people up to say what they really feel. When you use “if” and “like” (e.g., “If I had a magic wand, what would be an ideal outcome for you?”) you force the brain to focus on positive outcomes rather than on problems.
Name – Using someone’s name allows for a connection to take place.
Help – Human connection is a natural reaction. Part of our success as a species comes from working together. But we often have a hard time asking for help. When we do that, we rob people of the opportunity to do what comes naturally. Value the word “help” and create space for it.
Thanks – There is so much power behind gratitude. When it is removed, you feel its absence immediately.
BONUS WORD: Us – When this word is used, the customer feels as though you are in this together, that you empathize with them.

 

Quotes:

“An extension of gratitude has remarkable power.” – Tim David

“The more you say ‘I’ words, the less perceived influence you have.” – Tim David

“One of our best abilities is accountability.” – Tim David

“It’s not what you say. It’s not how you say it. The only thing that matters is what they hear.” – Tim David

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

What words should I be using with my customers?
How do I create better repour with customers?
How do I best communicate with customers?

About:

Tim David is the author of “Magic Words: The Science and Secrets Behind Seven Words That Motivate, Engage, and Influence.” An ex-professional magician, he now teaches salespeople and leaders the magic of prioritizing human connection at work and in life.

Shep Hyken is a customer service and experience expert, “New York Times” best-selling author, award-winning keynote speaker, and your host of Amazing Business Radio.

The post Amazing Business Radio: Tim David appeared first on Shep Hyken.

5 Top Customer Service Articles For the Week of March 5, 2018

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.

What’s the Difference Between Customer Satisfaction and Customer Loyalty? by Jimmy Rodriguez

(HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand. It’s usually measured by a customer satisfaction survey on a numerical scale. Customer loyalty is a set of behaviors and attitudes that a customer exhibits that demonstrate loyalty to a product, service, or brand, such as repeat purchases or choosing the brand over a competitor.

My Comment: A satisfied customer is not a loyal customer. I’ve preached this for years. Satisfactory is a rating and loyalty is an emotion. This excellent article takes a deeper dive into the concept of satisfaction versus loyalty, including different ways to measure both.

The Secret Lives Of Contact Center Agents by Sally Mellinger

(Sharpen) Tucked away in a hidden corner of the internet, exists a forum that exposes what it’s really like to be a contact center agent. And, if you’ve ever wondered what your agents thought or said once the headset is off and their shift is over, this is where you would find it.

My Comment: If you have a customer support center, you will definitely want to read this article and hope that your agents aren’t having the thoughts listed at the beginning of the article. What can cause “misery” for your front line support people? Read on!

Customer Service Chatbots Help Reduce Product Returns by Lisa Kosan

(SearchCRM) In previous years, Azumi Mobile was overwhelmed with customer calls after the holiday season as users attempted to return smartphones. This year, chatbots helped address that issue.

My Comment: Over the past couple of years, chatbots have made incredible progress. This article includes the perfect reasons why chatbots should be used for customer support.

10 Things the DMV Teaches About Quality Customer Service by Melissa Thompson

(CustomerThink) It may sound unintuitive, but we can learn much about customer service by observing how the Department of Motor Vehicles (DMV) treats (or mistreats) its customers.

My Comment: The title of this article grabbed my attention. I have memories of grabbing a number and sitting for an hour before it was called, only to find out when I was being “helped” that I was missing some a document that wasn’t on the list of what I was told to bring. We can learn a lot from good and bad service. Most companies will find a few reminders in the ten tips the author shares with us.

The Six Cs of Loyalty Program Marketing by Rick Boubelik

(Colloquy) For loyalty marketers searching for a way to stay ahead of the competition and keep shoppers happy, the Six Cs of Loyalty are a great way to streamline how you’re thinking about each communication, offer or benefit.

My Comment: Want to know some sure-fire ways to create a successful customer loyalty program? Here are six of them, and they include one of the hottest strategies today (even though it’s been around for a long time), and that is “convenience.”

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken

The post 5 Top Customer Service Articles For the Week of March 5, 2018 appeared first on Shep Hyken.