Відео

Great experience & example))) Kudos to the Crpwn Plaza Lansing Team))))))))))) Very well done)))

hello, I am always watch your videos, I want to contact with you to discuss about a import topic. please give me your any contact info

That would be great if you do didn’t talk over each other like you both think that you have more to say and that you’re more important than the person you’re talking to We are also customers to speak and that is not what we’re looking for

HPU stands above all!

Shep, I don't entirely agree. The approach I would suggest is to remove the initial emotion from the situation by simply providing and online form where customers can file a lost baggage claim. Reassure them that they have been heard by scheduling a follow-up call. Then have a customer associate follow-up with them a short time later when the emotion is more defused. Hopefully by then there will be an identifiable solution or at least a means to compensate them for the lost baggage.

A majority of these annoying contact center behaviours are by design. If you buy shares in any company with a large customer support system, request the share holder's meeting information whenever there is a voting item about customer interactions. You'll get a huge booklet. Scour through it, you'll find that some accountant has emphasized that customer support is a "cost center" for the company. This in itself tells you everything you need to know. Cost center means "bad thing" to any corporate executive. It means, they hate their call centres. If you look deeper, you might find further details of the strategies that the company has employed in the recent quarter (or yearly performance) to address customer service operations. It will be filled with cost cutting and "efficiency improvement" metrics (which is a fancy word for overworking an ever smaller call centre support staff). If such a section exists, it is highly likely you'll find that they do everything they can to keep customers from wanting to call in while simultaneously attempting to reduce the cost of hiring and managing a support call center. There will be positive spins on it like, "attempting to reduce service costs while improving customer satisfaction" but the words "cutting back" and "reducing call center costs to improve shareholder value" will be littered throughout the documents. The tldr is, many companies don't care about their call centres and they don't really care about you. That's why it usually sucks to call in for support these days.

There was an interesting horror video game some guy made. You're a russian official trying to call the president of the US to avert a nuclear incident. You have to navigate one of those automated voice systems. The clock's ticking... Good luck.

Short term gains trump long term plans. Senior managers love to job hop. This is why, "does not affect me" ideology prevails. They teach this in business schools.

they listen

How can you give them a chance when you can't even talk to a human in the first place? In addition, I can tell when someone is talking from a script and it really bugs me. Just talk to me like a human. To me it seems like customer "service" is specifically designed to frustrate the client and get them off the phone. It's not customers that need to change, it's the companies. I try to remain patient with CSRs but it's getting harder and harder as companies prove...they just don't give a damn about their customers. I know some would say "choose another company" but sometimes that's not an option. So no. It's on companies.

You’re here shilling for the companies that caused the problems that pissed the customers off in the first place. Would you like some stories about customer service agents that told incorrect information about lost luggage to people who had AirTags and knew exactly where it was? Perhaps you should direct some of your effort to the companies that pay your salary

Companies hire customer service agents to frustrate customers into giving up. That’s why they get cursed at. They’re literally not allowed to help them solve the problem. Others are told to never tell the customer they can’t help you even if they can’t. I had an issue with my cable TV service. It was simple to solve if you knew how no one would tell me they didn’t know they would just keep putting me on hold I was on hold for hours until I finally got in touch with someone who was able to solve my problem in five minutes.

It's incredibly straightforward. Customers have certain expectations on how their problems should be dealt with. "My product arrived damaged. I want a replacement.", "I have been billed too much. I want a refund.", "I wish to cancel my contract." But customer service is heavily tied to corporate-written scripts, which are deliberately designed to be as frustrating as possible, so that customers give up and don't persist. That's why they curse. The real culprit here are companies, who are not hiring in-house customer service. Instead, they rent it from other companies, give them rigid scripts and essentially pay people to get yelled at.

Great video and you are absolutely right. I've also googled this behavior and found it was inappropriate in business for the very reasons you mentioned. This nonsense has got to stop in the workplace. I'll be saving this video and thanks.

Love it❤

This is an excellent video that seems to have fallen by the wayside. Too many in my industry (hotels) employees and management always want to let emotion get the best of them and end up making the customer even more upset. People skills and de-escalation is lacking in the industry especially post covid.

are you ok? you are comparing 'calculator' with 'world changing massive giant LLM ChatGPT' ?

Multiplying numbers is not problem solving. The answer is an objective and single answer which doesn’t depend on our values or experiences.

thank you

Customer Service # please!!

interesting but true concept

Great example i was way off as to my understanding of omnichannel was .

Ringo and Bob are not a comparison, apples and oranges. The fan base is not even close. Nice try, I guess.

This is brilliant a start up and this is exactly what my model is all about

I’m 60 years old and automatically say honey. It’s a habit that I’ve said for so many years. Employees don’t like it and trying so hard to control it and be aware of it.

Spell check - Still required us to put the work in. Calculators required us to think. Computers and technology will be our downfall. AI just does the work, it is different. If we dont think then are brains start to fail us much like cardio is needed for a strong heart. If we stop thinking or seeing the world around us then lose and never grow.

Not every customer is your customer

One of my friends at work got sued for calling a female honey nothing more than just honey, and she sued and she won so as a man, I will not tolerate any females calling me any other name, other than my name or sir

No im not trying to win back a customer who called me a bitch for no reason

thanks, good video

Thank you for mentioning my sister Valerie Choniuk!!

👌🏿💯 Thx🙏🏿

dealing with angry customer is fine. But when they become rude and aggressive, that's where the customer crosses the line and its time to drop the call.

i listend to this content thanks to mister djedje it hits hard

hhmmmm. Update this for the post-covid reduced resources, highly remote, asynchronous, ever-changing teams of 2024. Up to about five years ago, highly precise customer demands were the challenge. Now the challenge is that customers don't know how to deal with each other internally, let alone run a project. Meetings are bull sessions with almost no defined tasks assigned to anyone, other than, "Gee we aren't getting done." It's getting rare to even see a schedule of tasks, only deadlines that are edited to be later every week. Questions are seen as blame. There is near total reliance on TEAMS and emails. Meeting minutes distributed? HAH HAH HAH! All I can find to do is to repeat what is needed for my personal tasks to progress, AND ONLY IF ASKED!

😍 "Promo sm"

Wonderful message

Shep, once again you have zeroed in on a complaint I have had for years now. And while this isn't unique to the medical field, they are definitely the biggest culprit. While it is great we can finally avoid the dreaded clipboard at every doctor's visit, we constantly have to fill out the same info over and over again even online. I have been retired for a while now but I designed forms years ago (using MS Access) that avoided repetitive entries and that was back in 1999. The technology is certainly there but these "customer serving entities" just don't have a clue about what the customer/patient has to do to be a customer.

Hi, Your customer service videos are so informative. Thank you for sharing the tips. Can you please upload a video how the OMni channel Sonfigured for Call Centre enviroment and how it works

😂😂😂😂😂

✅✅🔑💡💯

Thank you for this video, very helpful

Dear Mr. Shep, I'd like to take this opportunity to thank you for always providing us with amazing videos. I watched and gave likes to all your videos, your insights and strategies are not only insightful but also practical and actionable. Thank you for being a trusted resource and consistently delivering valuable content that has transformed the way I approach customer service in my career. Cheers!

Great information !

Thanks

Happy New Year Shep!

thank you for this great Video

⭐️⭐️⭐️⭐️⭐️👍🏽👍🏽

Thank you Shep for these incredible eye opening podcasts. You are doing an amazing job. Keep up the good work sir.

Excellent thank you