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Customer Service Hangout

Where Customer Service Experts Share Tips, Strategies and More!

Welcome to the Customer Service Hangout.  New York Times and Wall Street Journal bestselling business author and customer service expert Shep Hyken interviews other customer service and experience experts from around the world using the Google+ Hangout platform.

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Shep Hyken Hangs Out With Randi Busse and Talks About Turning Rants Into Raves

Welcome to the Customer Service Hangout where Shep Hyken hangs out with Randi Busse, the founder and President of Workforce Development Group, Inc. Randi challenges business leaders and employees to think in innovative ways when it comes to taking care of their customers.

During this hangout Randi discusses the 4 R’s and how they relate to customer service: Revenue, Retention, Reputation and Referrals.

We also talk about Randi’s book Turning Rants Into Raves. In the book Randi features five principles to improve business and customer relationships:

1. Think Like an Owner
2. Relationship Building
3. Building Report
4. Walk In Your Customers Shoes
5. Capture Customers Heart

Click here to learn more about Randi’s book, Turning Rants Into Raves: Turn Your Customers On Before They Turn On You.

Click here to learn more about Workforce Development Group, Inc.

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Shep Hyken Hangs Out With Mason Duchatschek and Discusses Internet Reputation

Welcome to the Customer Service Hangout where Shep Hyken interviews Mason Duchatschek, business consultant, speaker and entrepreneur who helps business owners attract, capture, and convert more of their ideal prospects into customers and ideal job applicants into employees.

During this hangout Mason discusses his newest book, “Defeat An Internet Boogeyman,” revealing the secrets business owners and public figures need to repair and protect their online reputations.

As a gift, Mason offered us free access to the audio book version of “Track Capture & Convert.”  All you have to do is go to http://buildatribe.com/.

Learn more about Defeating an Internet Boogeyman at Amazon.com.

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Shep Hyken Hangs Out With Michel Falcon (Again!) and Discusses How to Make Your Customers Successful

Welcome to the Customer Service Hangout where Shep Hyken hangs out with Michel Falcon (Again!).  Michel is a millennial customer and employee experience coach and speaker. During this hangout Shep and Michel discuss how companies are making their customers smarter, more efficient and more successful. Does your company help make your customers smarter, more efficient and more successful? Watch this hangout and find out how.

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Shep Hyken Hangs Out With Elad Hoffman from NICE

Welcome to the Customer Service Hangout where Shep Hyken hangs out with Elad Hoffman, Fraud and Authentication Senior Solution Manager at Nice Solutions.

During this hangout Shep and Elad discuss Real Time Authentication which is about being able to identify a customer by his or her voice vs. by asking questions such as what is your name, the last 4 of your Social Security number, your mother’s maiden name and more. The technology is based on voice biometrics. Sometimes it’s as simple as saying, “My name is blank and I am calling about this.” Within 6 – 10 seconds, a customer’s voice is verified and the support center agent can immediately start to help the customer rather than ask many unnecessary questions.  Pretty cool technology – totally focused on creating a better customer experience!

Learn more about NICE Systems at http://www.nice.com.

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Shep Hyken Hangs Out With John Seeds

Welcome to the Customer Service Hangout where Shep Hyken hangs out with John Seeds, Marketing Director of Parature.com, a leading customer service software provider serving more than 3,000 notable brands around the globe. John is responsible for Parature’s marketing efforts and overall brand strategy, and serves as an industry thought leader in customer service best practices.

During this hangout Shep and John discuss a major trend in customer service that companies should be concerned about in 2014, and what companies should do to improve their customer support. They also talk about how customers are defining a good support experience.  It’s all about the customer.

Connect with John Seeds on Twitter @ParaSeeds or on LinkedIn at www.linkedin.com/in/johnseeds.

Learn more about Parafest 2014 at www.Parafest.com.

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Shep Hyken Hangs Out With Dennis Snow

Welcome to the Customer Service Hangout where Shep Hyken hangs out with Dennis Snow, full-time speaker, trainer and consultant who helps organizations achieve goals related to customer service, employee development and leadership. His customer service abilities were honed over 20 years with the Walt Disney World Company, managing various operating areas throughout the park, learning and applying the skills it takes to run a world-class, service-driven organization.

During this hangout Shep and Dennis discuss how quality customer service can help price be less relevant. Dennis talks about how important it is to know the three things you want your customer to say about you. This is your brand. Clarity about the customer/guest experience is key to success.

Click here to learn more about Dennis Snow’s books Unleashing Excellence: The Complete Guide to Ultimate Customer Service and Lessons From the Mouse, or you can visit Amazon.com.

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Shep Hyken Hangs Out With Jason Hish

During this hangout Shep Hyken and Jason Hish of Xavier Solutions discuss measurement and how important it is to customer service.  The way your customers and employees feel about you can be valuable in creating a better customer and employee experience.  Jason has a very cool product called Happy Or Not, which is a great tool for virtually any business interested in measuring customer service – with both internal and external customers.

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Shep Hyken Hangs Out With Michael Pace

Welcome to the Customer Service Hangout where Shep Hyken interviews Michael Pace, principal of The Pace of Service, LLC – Consultancy. The Pace of Service helps organizations realize the full benefit of Customer Service, Social Business, Business Process Management, and People Leadership.  During this hangout Shep and Michael discuss service recovery and advocacy and the Four Steps to Customer Service Recovery:

  1. Identify
  2. Solicit feedback
  3. Develop guidelines
  4. Document

Michael also mentioned the charity he is involved with, Movember, which is focused on awareness of men’s health issues.  If you are interested in making a contribution, go to:  http://us.movember.com/mospace/620202

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Shep Hyken Hangs Out With Mel Kleiman

Welcome to the Customer Service Hangout where Shep Hyken hangs out with Mel Kleiman of Humetrics, founder of Humetrics, and talks about how to hire for customer service.  Mel’s expertise is based on his experience as the former owner of three different businesses (including the largest group of Hertz Rent-A-Car franchise locations in the U.S.) as well as his subsequent 30-plus years of research, consulting, systems design, and training work to help employers implement effective and efficient employee recruiting, selection, and retention systems.

During this hangout Shep and Mel have a lively discussion about how to hire for customer service as well as any attitude. Mel shares insightful information for the hiring process as well as some key interview questions.

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Shep Hyken Hangs Out With Bo Holland of AllClear ID

Welcome to the Customer Service Hangout where Shep Hyken interviews Bo Holland, CEO of AllClear ID. AllClear ID’s technology provides identity protection for consumers.  What makes this interesting from the customer service and loyalty perspective is that they created a product that companies can use when they ask their customers for sensitive information; credit card numbers, social security numbers, etc.  The company can guarantee their customer that their identity is safe, thereby boosting customer confidence which leads to consumer higher conversion rates and more repeat customers.

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Shep Hyken Hangs Out With Bruce Temkin

Welcome to the Customer Service Hangout where Shep Hyken hangs out with Bruce Temkin Managing Partner & Customer Experience Transformist of Temkin Group. He is also the Chair and co-founder of the Customer Experience Professionals Association. Shep and Bruce talked about:

• Why customer experience is important.
• Where the customer experience management is in its evolution, and where it is heading.
• Why some industries, like telecom and health plans, continue to score poorly on their customer experience ratings.
• The Customer Experience Professionals Association (CXPA.org).

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Shep Hyken Hangs Out With Lisa Ford

Welcome to the Customer Service Hangout where Shep Hyken hangs out with Lisa Ford, a speaker and author of the #1 Selling Business Series: How to Give Exceptional Customer Service. Shep and Lisa talk about how to get employees to buy into the customer service culture of a company.

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Shep Hyken Hangs Out With Marilyn Suttle and Lori Jo  Vest

Welcome to the Customer Service Hangout where Shep Hyken hangs out with Marilyn Suttle and Lori Jo Vest, co-authors of “Who’s Your Gladys?” Shep, Marilyn and Lori Jo talk about turning a tough (sometimes angry) customer into an advocate for your business. In addition, they talk about how important it is to equip employees with the necessary skills to take care of the customer.

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Shep Hyken Hangs Out With Mark Sanborn

Welcome to the Customer Service Hangout where Shep Hyken hangs out with Mark Sanborn, an international bestselling author and noted authority on leadership, team building, customer service and change. Mark talks about how to turn the ordinary into the extraordinary. Shep and Mark talked about the important lessons from all five of Mark’s books, including his newest book (March 2013) titled Fred 2.0: New Ideas on How to Keep Delivering Extraordinary Results. (Order from Amazon.com.)

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Shep Hyken Hangs Out With Jeanne Bliss

[youtube]http://www.youtube.com/watch?v=k5Au82Lzl4k[/youtube]

Welcome to the Customer Service Hangout where Shep Hyken interviews Jeanne Bliss, Customer Zealot. As the Customer Leadership Executive for five large U.S. market leaders, Jeanne fought valiantly to get the customer on the strategic agenda, redirecting priorities and creating transformational changes to the brands’ customer loyalty. Shep and Jeanne talk about customer service and mapping out every interaction.  In addition, they cover content from her latest book, I Love You More Than My Dog: Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad.

Jeanne talks about how to become a beloved company, covering the five major decisions which include:

1. To decide to believe.
2. To decide with clarity of purpose.
3. To decide to be real.
4. To decide to be there.
5. To decide to say sorry.

You will want to watch with a pad of paper and a pen as the great ideas come one after another.

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Shep Hyken Hangs Out with Scott McKain

Welcome to the Customer Service Hangout where Shep Hyken interviews Scott McKain, bestselling author & Hall of Fame speaker specializing in helping you create distinction and grow your business through the Ultimate Customer Experience®.  Shep and Scott talk for almost 45 minutes about customer service and being different.  Scott covers content from his newest book, Create Distinction: What to Do When Great Isn’t Good Enough to Grow Your Business.

Scott talks about the difference between “distinction” and “differentiation,” and then covers the four cornerstones of distinction which are 1) Clarity, 2) Creativity, 3) Communication and 4) Customer Experience Focus.

You will want to watch with a pad of paper and a pen as the great ideas come one after another.

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Shep Hyken Hangs Out with Kate Nasser

Welcome to the Customer Service Hangout where Shep Hyken interviews Kate Nasser, The People-Skills Coach™ who turns interaction obstacles into interpersonal success in business.  On the Hangout, Shep and Kate talk about customer service, social media and a few other relevant customer service topics.  Kate has incredible energy, enthusiasm and great business insights.

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Shep Hyken Hangs Out with Vala Afshar, CMO and Chief Customer Officer of Enterasys

In this Customer Service Hangout Shep Hyken interviews Vala Afshar, Chief Marketing Officer and Chief Customer Officer at Enterasys Networks. Vala is the co-author of “The Pursuit of Social Business Excellence.” Shep and Vala  discuss customer service and social media. Vala is a guru and has some amazing one-liners you are going to want to write down and keep at your desk.  He is a social media genius and has leveraged the technology to make his organizations one of the most customer and employee centric companies on the planet.

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Shep Hyken Hangs Out with John Ernsberger, Co-founder of STELLAService

In this Customer Service Hangout Shep Hyken interviews John Ernsberger, the co-founder and VP of business development at STELLAService, a company that produces customer service ratings and data. John and his co-founder, Jordy Leiser, launched the company in 2010 after they realized that the service experience was increasingly becoming the most important factor in differentiating online businesses. Today, their thesis is stronger than ever and the company (commonly referred to as “STELLA”) works with nearly 700 Internet retailers, including Zappos, Blue Nile, QVC, Net-A-Porter, and Tory Burch.

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Shep Hyken Hangs Out with Dr. Tony Alessandra

In this Customer Service Hangout, Shep Hyken interviews customer service and behavioral style expert Dr. Tony Alessandra.  In this 30 minute discussion they talk about how to understand your behavioral style and how to adapt to other people’s styles for the purpose of customer service and in other aspects of your business and personal lives.

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Shep Hyken Hangs Out with Marsha Collier and John DiJulius

In our first Customer Service Hangout, Shep Hyken interviewed fellow customer service experts Marsha Collier and John DiJulius. Marsha is a best-selling author, speaker and radio host in the areas of e-commerce, customer service and social media. John is a customer service speaker, author, and consultant.

In this 30 minute discussion they talked about how social media is having a great impact on customer service as well as numerous strategies that everyone who has a customer should know about.