Thank you for explaining.

I brought CS Week to our government agency. It was awesome!

Happy Customer Service week 🎉

I have a question for both of you: What books do you think are a must be for any business who wants to be better at his customer experience? Thanks for all the advice! Greetings from Mexico.

Love this

Yes lol hogida

This doesn’t work if you’re in the public utility industry.

I love ChatGPT absolutely love it. It’s helping me build something great

Your content is incredible

Best way to lose customers

Thats a good one

This content always delivers great value!

you are the best for me at this job i appreciate a lot your content sir and enjoy how u teach the concept of customer service and customer experience i hope to be one day an expert like you in this field <3

Helpful..thanks for sharing

Very great presentation

Tell them to piss off and come back when you get your mannerse

Recently had an appointment at a medical imaging office and the twenty-something receptionist greeted me with a "What can I do for you my dear?" I said "For a start you can stop calling me dear". As I get older I find more of this in retail settings and medical offices. Look up "Elderspeak"

Why is she not looking at us and she’s only looking at you?

The customer is always right! In matters of taste. 😂

Get ready for Thrifty ice cream to go away: that’s why the shelves are empty. Walgreens and Albertsons have purchased a majority of the Rite Aid stores. They have no plans of keeping the ice cream as they have no interest in the additional labor it takes to serve it. The stores now only get a delivery every two weeks and the distribution center for ice cream is cutting back. That’s why your favorite flavors are always out. PS…be nice to the Rite Aid associate scooping your ice cream, they are at risk if their store closing. I know because I have done research and watch financial news. Why do you think they are selling the famous cylinder scoop now? Because it’s all going to go away soon so they want you to have that memorabilia of the ice cream scoop for $29.99 at the store.

This dude probably never worked behind the counter….he is giving us book knowledge, not personal experience.

Sir, have you ever worked behind the counter with an angry customer? Or did you just go to college to learn this information. We get training videos on how to handle angry customers…apparently, you have never been cussed at, someone jump behind the counter to try and beat you down, or just go bat shit crazy and destroy the store. Come back at us when you actually worked behind the counter and deal with crazy ass customers.

Take off the chicken eating pod

shoudnt the customer think that it was his idear to referr?

i enjoy watching this

Actually number is is abit hard to handle..I will practice from family as I go out

We are interested in strargic programs consultation charges will be applicable next time

This whole video was from your perspective and clearly you haven't worked waiting tables in today's world. Here's one idea, "Just to get you thinking." Take the time to ask for the manager and ask that person why your server didn't seem to have the proper support they needed? Not once did you mention management or leadership accountability...which is all anyone watching this video needs to know. How do you know that this server isn't the best tenured employee in the place and had to endure months or years of terrible supporting teamwork from her co-workers because her leadership hasn't properly addressed the other employees? Did you consider that perhaps she had a number of customers who were less understanding than you that night or that week and she was now primed to play defense? I have meals ruined equally by bad customers as much as bad customer service. Maybe she was simply a complainer but you shot this video 100% from your perspective without referencing a management solution. This leads me to believe you MIGHT either be in a leadership role or, even worse, you are hired to come into companies and give seminars to parrot corporate ideologies with that are one size fits all approach without ever spending a full week or month immersed in the corporate culture. Should she not have complained in front of you? Sure. Is this a symptom of the job environment where 30-40% of the employees do 100% of the effective work that makes a company run because leadership fails them....absolutely. You are addressing the symptom, not the root cause. Personally, I look for excellent customer service all the time and grossly overcompensate for it and I make sure as many of their fellow employees see it. I also never provide feedback (both good and bad) to the server, I ask for the manager and give the feedback. In the scenario you described, I would have took the human approach, probed the server about their day to see if she was a complainer or a critical contributor being pushed to her limit and tipped her accordingly. I believe in actions, not words, lectures, or videos.

Keep up these really useful videos ✨️

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