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Articles by Shep Hyken

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By Shep HykenRecently published1 topic

Bad Customer Service Example Set by Restaurant Manager

Learning experiences are everywhere, and in customer service, you can learn from the bad experiences as well as the good. I had a bad experience the other night, while having dinner at a favorite restaurant. Even if you are not in the restaurant business, don’t stop reading – bad service can strike anywhere. Just consider the lessons here and think about how they can apply to your own business.

Primary topic: Customer Service

Customer Service

2,919 views

By Shep HykenRecently published1 topic

Internal Customer Service: Do They Really Want What We Think They Want?

You can’t have great customer service without great internal service. As a reminder, the internal customer is anyone within our own organization who is dependent on us for anything. Taking care of this internal customer allows them to do their job, take care of another internal customer or take care of the outside customer.

Primary topic: Customer Service

Customer Service

2,110 views

By Shep HykenRecently published1 topic

Enthusiasm is Contagious!

Would you rather work with people who hate what they are doing, or people who love what they are doing? Obviously, it is more enjoyable to be around those who love what they are doing – their enthusiastic attitude is contagious, which makes the work environment better for everyone.r

Primary topic: Customer Service

Customer Service

1,760 views

By Shep HykenRecently published1 topic

Understanding Your Customer - Think Like the Buyer

I wrote a poem. It goes like this… Think like the buyer, not like the supplier. That is it. That is the title, the poem, the whole thing. I would have written, “Think like the customer, not like the …” But, I couldn’t come up with a word to rhyme with customer! What I mean by this short phrase is that sometimes we think we know what our customers want, but what they want is something completely different. So we need to get inside our customers’ heads and give them what it is that they want versus what it is that we think that they want.

Primary topic: Customer Service

Customer Service

1,650 views

By Shep HykenRecently published1 topic

First Impressions

Some of my clients ask me if there is one simple thing they can share with their employees that will make the biggest impact for better customer service. This is not easy, as there is no quick fix for problem service or some miracle elixir that by magic will transform an organization into a first class customer driven company. It is a combination of many things put together. But there is a simple concept. It falls back on the original concept of managing the Moment of Truth and creating Moments of Magic.

Primary topic: Customer Service

Customer Service

1,485 views

By Shep HykenRecently published1 topic

Up Your Customer Service Game

The customer. Their expectations shape your strategies. Their needs govern your road map. They speak; you listen (or eavesdrop). The quality of their experience is the most important goal of your business. Assistly calls it “Customer Wow.” It’s my call to action – my mantra – which is to “Always Be Amazing.” Either way, it’s all about putting the customer at the center of your business, and we are both in fierce agreement that companies will gain a distinct competitive advantage by doing so.

Primary topic: Customer Service

Customer Service

1,450 views

By Shep HykenRecently published1 topic

A Bad Day is No Excuse

On a recent trip back to St. Louis, I recognized the flight attendant from a previous flight. I recalled her as being very nice, but this day she was not. She did not greet me as I boarded the plane, and similarly ignored, or was even unkind to the other passengers as well. She nearly knocked me over as she was trying to get by. It was apparent that, for whatever reason, she was having a bad day. And even though, according to the airlines, flight attendants are there mainly for passengers’ safety, I believe they are still expected to at least be polite to the passengers.

Primary topic: Customer Service

Customer Service

1,253 views

By Shep HykenRecently published1 topic

Are You An Expert?

One of the main topics in my speeches has been being an expert and having knowledge of your business. I always preach the benefits of expertise – how clients and customers will seek you out as a source of information. The goal is to have knowledge of your products,industry, etc., and to also be perceived as “the Source” of information about anything relating to what you do and sell.

Primary topic: Customer Service

Customer Service

1,242 views

By Shep HykenRecently published1 topic

Laziness and Apathy are Customer Service Killers

I write about amazing customer service experiences that I encounter so others can learn from them. And, bad customer experiences can be learning experiences as well – they are examples of what not to do. Two bad experiences recently highlighted the fact that some people refuse to be flexible because that’s not the easy way out. Such laziness is a customer service killer!

Primary topic: Customer Service

Customer Service

1,239 views

By Shep HykenRecently published1 topic

This Ultimate Customer Service Quote Leads to Amazing Customer Service

“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider to our business. He is part of it. We are not doing him a favor by serving him … He is doing us a favor by giving us the opportunity to do it.”

Primary topic: Customer Service

Customer Service

1,234 views

By Shep HykenRecently published1 topic

Core Values Are the Key to Customer Service

What are your company’s core values? If you can’t answer that, it’s worth taking some time to figure it out. One of my clients recently asked about how core values should come into play when hiring and firing, and it got me thinking about the importance of the overall concept. Core values affect the customer service experience – for exte al customers as well as internal customers (employees). They can attract customers to do business with you, and be a motivating factor for employees to enjoy their work and do it well.

Primary topic: Customer Service

Customer Service

1,219 views

By Shep HykenRecently published1 topic

The Difference Between Customer Service and Customer Experience

I occasionally receive the question, “What’s the difference between customer service and customer experience?” The simple answer to that question used to be that customer service formed the basis of the customer experience. A customer’s main interaction with a business was a person-to-person exchange, either by visiting a store or business, or by speaking to an employee of the company on the phone to place an order, voice a complaint, ask a question, etc. The company representative had the opportunity to deliver great customer service, thus providing a great customer experience.r

Primary topic: Customer Service

Customer Service

1,202 views

By Shep HykenRecently published1 topic

Customer Service Debrief Helps Us Learn from Mistakes and Successes

The letter comes and it is a complaint from an unhappy customer. The customer tells the story in clear detail. It’s obvious, we made a mistake. This had nothing to do with an employee’s indifferent attitude. We just messed up. What happens next is that we respond to the customer, hoping to get their business back by fixing what was wrong. Then, we analyze how it happened. We debrief, brainstorm and come up with a solution to minimize, if not completely eliminate this problem in the future. This failure becomes a great learning experience. In short, we learned from our mistake.

Primary topic: Customer Service

Customer Service

1,083 views

By Shep HykenRecently published1 topic

Partial Customer Satisfaction

Customers want choice. For many businesses, an important aspect of keeping customers satisfied is giving them options to tailor the product or service to their liking. Recently I went to a pizza restaurant where you can customize your pizza by choosing from a list of many toppings. And the Chinese restaurant that I frequent is happy to substitute broccoli for mushrooms in my favorite chicken dish. When I order a Philly cheese steak for lunch, I ask for tomatoes to be added – no problem. The slogan for Outback Steakhouse puts it into simple terms: “No rules – Just right!”

Primary topic: Customer Service

Customer Service

1,065 views

By Shep HykenRecently published1 topic

Five Customer Service Tips to Prepare for the Holiday Rush

Ah, Black Friday … the day after Thanksgiving, quite possibly the busiest shopping day of the year. I ventured out to a very busy shopping mall on Black Friday this year and watched the salespeople and the customers. Here are my observations. Even if you’re not a retailer, read on. There are lessons here that can be applied to any business that experiences a “busy season.” It may not be a holiday rush – perhaps a special sale or trade show. But now, it’s time to take on Black Friday.

Primary topic: Customer Service

Customer Service

1,063 views

By Shep HykenRecently published1 topic

The Customer Believes You Are the Company

“Customers don’t distinguish between you and the company you work for. To the customer’s way of thinking, you are the company.” – Ron Zemke, Author, Service America

Primary topic: Customer Service

Customer Service

1,061 views

By Shep HykenRecently published1 topic

Three Customer Service Strategies to Take You into the Future

To be the most effective, customer service must constantly evolve and keep up with changing trends. Here are three strategies for successful customer service today: No. 1: Connect through Social Media

Primary topic: Customer Service

Customer Service

1,050 views

By Shep HykenRecently published1 topic

Outstanding Internal Service Attracts and Keeps Good Employees Who Will Help Carry Attitude Forward

As a professional speaker, I have had the opportunity to address hundreds of clients in many different types of audiences about customer service. Most clients understand that customer service has evolved and is an important philosophy for a business. It is not simply the “complaint department,” but an important mindset for employees and management. There are still those who believe that customer service training only applies to front line personnel. They would relegate training to sales people and the ubiquitous “customer service department.”

Primary topic: Customer Service

Customer Service

1,046 views

By Shep HykenRecently published1 topic

Quick Response Provides Customer Service Advantage

Among all the strategies for delivering amazing customer service, one of the most powerful is quick response. Customers want it, and they want it now – no matter what “it” is. Over time, customers have become programmed to expect things fast, and now they become impatient if they have to wait. Quick response is essential to survival in today’s business world.r

Primary topic: Customer Service

Customer Service

1,038 views

By Shep HykenRecently published1 topic

Customer Service Can De-Commoditize Your Business

The American Express Global Customer Service Barometer stated that 70% of Americans are willing to spend an average of 13% more with companies they believe provide excellent customer service. A recent Harris Interactive survey of more than 2,200 consumers indicated that 10% of consumers are willing to spend 25% more for good customer service. What’s the point?

Primary topic: Customer Service

Customer Service

1,029 views

By Shep HykenRecently published1 topic

Even Off Duty, You Are Still Responsible for Customer Service

There are customer service lessons going on all around us. Many times all you have to do is watch and learn.r

Primary topic: Customer Service

Customer Service

1,003 views

By Shep HykenRecently published1 topic

Real Time Relevance Creates Amazing Customer Service

Have you ever had an extended hotel stay that you would describe as flawless, from beginning to end? I have. I stayed at the JW Marriott in Indianapolis for eight days while attending the National Speakers Association’s annual convention, and the stay exceeded my expectations in every way – the staff, the food, everything, was perfect.r

Primary topic: Customer Service

Customer Service

959 views

By Shep HykenRecently published1 topic

Creative Problem Solving Can Lead to Amazing Customer Service

The story you’re about to read is a five-star, scale of one to ten – give them an eleven – amazing customer service story.

Primary topic: Customer Service

Customer Service

890 views

By Shep HykenRecently published1 topic

Amazing Customer Service Shouldn’t Be a Surprise

Often, what surprises me is that so many people seem to be surprised when they encounter good customer service. People call or email me to rave about the service they received from a particular store, restaurant or other business. Sometimes I understand their surprise – stories of truly over-the-top customer service stories occasionally cross my desk. But most of the examples I hear about are simply instances of the good, solid customer service that people or companies should offer on a regular basis.

Primary topic: Customer Service

Customer Service

870 views

By Shep HykenRecently published1 topic

Customer Recovery: Guarantees and Communication

I recently received a glimpse into one company’s amazing handling of a customer complaint. Jeff Frank of Simplicity Sofas, an online furniture retailer, shared with me an email exchange that occurred when a customer had a problem with her sofa. A bit of background first – Simplicity Sofas uses its website as a showroom, and its customers are, as a rule, so pleased that they act as evangelists for the company, giving it some of the best word-of-mouth advertising ever. Read the following letter and you’ll understand why: Hi Mary,

Primary topic: Customer Service

Customer Service

870 views

By Shep HykenRecently published1 topic

Top Ten Customer Service Strategies

1. Experience your own customer service. If possible, personally mystery shop your own company. Find out how easy you are to do business with through your own experience. Sure, you can hire a company to do surveys and mystery shopping, but learning through your own experience can be an eye opening experience.

Primary topic: Customer Service

Customer Service

850 views

By Shep HykenRecently published1 topic

Sometimes You Can’t Say Yes

In a perfect customer service world, we would never have to tell a customer “no.” But in real life, there are situations in which it is unavoidable. No one likes to be told “no,” and it can create a negative environment that has to be overcome. Karen Leland and Keith Bailey address some reasons you might have to say no in their excellent book, Customer Service for Dummies. Let’s discuss some of the main situations and how we can handle them. To uphold the lawr

Primary topic: Customer Service

Customer Service

825 views

By Shep HykenRecently published1 topic

Work Environment Affects Company Culture

How would you picture the ideal work space for the Professional Association of Diving Instructors (PADI)? I recently had the opportunity to work with this organization that supports its members (customers) who run dive centers and resorts around the world, and its offices were perfectly suited for its function in addition to the well-being of its employees. As I toured the offices in Southern Califo ia after presenting a customer service speech, I noted that the walls were painted blue, like the ocean, and decorated with large pictures of its members SCUBA diving.

Primary topic: Customer Service

Customer Service

821 views

By Shep HykenRecently published1 topic

To Have Loyal Customers, First Be Loyal to Them

Like many people, I pay for my cable TV, phone and Internet service through one company. It’s a deal called “bundling” and generally saves the customer money. I signed up for the service when the company offered me an incentive to switch that was quite a bit less than what I was paying elsewhere. Unfortunately, the “special deal” ended after a year, and I started receiving bills at the company’s regular rates.r

Primary topic: Customer Service

Customer Service

816 views

By Shep HykenRecently published1 topic

Being an Expert Leads to Customer Commitment

One of the main topics in my speeches has been being an expert and having knowledge of your business. I always preach the benefits of expertise – how clients and customers will seek you out as a source of information. The goal is to have knowledge of your products, industry, etc., and to also be perceived as “the Source” of information about anything relating to what you do and sell.

Primary topic: Customer Service

Customer Service

809 views

By Shep HykenRecently published1 topic

Creating Value and Confidence Leads to Customer Amazement

Do you truly believe in the product or service that you offer? Do you offer a money-back guarantee? To what lengths will you go to ensure your customer walks away satisfied?r

Primary topic: Customer Service

Customer Service

802 views

By Shep HykenRecently published1 topic

A Customer Service Strategy: Ten Questions to Ask When Something Fails

The cliché goes: “We can learn from our mistakes.” And it is true, especially as it applies to customer service. No matter how good we are, nobody can be perfect, although it is a lofty goal. At anytime there can be issues, problems and complaints. I call these negative customer service issues Moments of Misery™. Whenever something goes wrong, this is the opportunity for your best customer service strategies to kick in. So, I’ve compiled a list of questions to ask when something goes wrong.

Primary topic: Customer Service

Customer Service

783 views

By Shep HykenRecently published1 topic

Would Your Customers Recommend You?

Do your happy customers send more business your way? A successful sales technique is to ask satisfied customers for referrals, but an even better scenario is when the customers recommend your company to others without you even having to ask. Imagine it … your phones ringing constantly with new business as the list of happy customers or clients grows and they spread the word to others. What business owner wouldn’t love that?r

Primary topic: Customer Service

Customer Service

779 views

By Shep HykenRecently published1 topic

Five Levels of Service: Making It to the Top

A recent project of mine involved rating and comparing companies based on their level of customer service. I began with a basic rating scale of 1-5 (with one being bad and five excellent), but then I decided to get a bit more creative. I came up with descriptive names for the levels of service. Five Levels of Service 1. Unacceptable – This may be a kind term for some of the more terrible examples of customer service, but it encompasses any service that is unacceptable for any reason. 2. Basic – Minimum standards and commodity.r

Primary topic: Customer Service

Customer Service

776 views

By Shep HykenRecently published1 topic

How Can You Achieve Customer Loyalty

Customer loyalty may not be what you think it is. Most people or companies claim to have great customer service and customer satisfaction scores, which they think leads to loyalty. However, these scores may be misunderstood. On the contrary, customer service and customer satisfaction may not lead to loyalty. They just mean that your customers, loyal or not, are happy with you. That said, customer service and satisfaction is the price of entry. You won’t get loyalty without it.

Primary topic: Customer Service

Customer Service

766 views

By Shep HykenRecently published1 topic

Create a Customer Service Board of Directors

Have you created a “customer board of directors”? I addressed the concept in my last article. A related strategy is creating a “customer service board of directors.” Adding the word “service” changes the makeup of the board somewhat, although both strategies come down to improving customer service. The board discussed in the last article was aimed at bringing together a community of customers and seeking their feedback on your product, service and performance.

Primary topic: Customer Service

Customer Service

756 views

By Shep HykenRecently published1 topic

Create a Customer Board of Directors

My latest book, “The Amazement Revolution,” describes seven customer service strategies, one of which aims to create a community of loyal customers. Some consider this an aspect of marketing strategy, but it really is a very customer-focused tactic. There are two ways to approach this. The first is to begin with a group of satisfied customers and deliver outstanding customer service to convert them into a community of customer evangelists. The other approach is to form a community of customers specifically tasked with providing a better product and experience for all your customers.r

Primary topic: Customer Service

Customer Service

751 views

By Shep HykenRecently published1 topic

Six Strategies to Compete In Business

In a recent interview I was asked how a small business owner can use customer service to compete when a big company comes to town. The little guy is fearful of being pushed out when a large national competitor known for low pricing sets up shop in his town. How can he survive? The business strategies that I came up with while writing this response go beyond customer service and are actually sound strategies for companies of any size, not just the small local business.r

Primary topic: Customer Service

Customer Service

742 views

By Shep HykenRecently published1 topic

Caring is Crucial to Customer Loyalty

Did you ever wonder why a specific customer stopped doing business with your company? You realize one day that you have not seen a certain familiar face, or heard that customer’s voice for a period of time, and you speculate – did he or she move? Pass away? There are studies to tell you the general reasons that customers defect, and they are helpful in creating customer loyalty strategies to retain customers, but they will not give you a specific answer about a specific customer.r

Primary topic: Customer Service

Customer Service

734 views

By Shep HykenRecently published1 topic

HOW TO CREATE A CUSTOMER SERVICE CULTURE

The start of good customer service does not walk in the door with the customer – it should exist inside the organization before the customer even enters the picture. It should be the foundation of the company culture and form the basis for interaction among all employees. Attaining such a culture in the organization starts at the top and sets the stage for more formal customer service training. It is an environment in which leadership and management set the tone and it permeates throughout the company.

Primary topic: Customer Service

Customer Service

729 views

By Shep HykenRecently published1 topic

Six Reasons People Are Amazing – and Three Reasons They Aren’t

Is customer service something you have to be born to do? Some would say it is a skill that can’t be taught, but, while some people are more naturally inclined to it, as long as the right attitude and desire are there, it is possible to teach customer service.

Primary topic: Customer Service

Customer Service

714 views

By Shep HykenRecently published1 topic

Customer Service Recovery: The Test of How Good You Are

I recently had the opportunity to have lunch with executives from Isle of Capri Casinos, Julia Carcamo (VP of Brand Marketing) and Jim White (VP of Guest Satisfaction). As we discussed customer service, they told me about an incident that occurred at one of their casinos. Their problem, and how the team handled it, presents a great lesson in managing the guest experience.r

Primary topic: Customer Service

Customer Service

712 views

By Shep HykenRecently published1 topic

How to Receive Customer Service

So, you want great customer service? You want to be treated with respect. You want your complaint resolved. You just want what is right – a good customer service experience. For this short article let’s take a different approach. Rather than writing about how to deliver great customer service, I’m going to write about how to get great customer service.

Primary topic: Customer Service

Customer Service

689 views

By Shep HykenRecently published1 topic

Three Powerful “Customer Service” Strategies That Work In a Tough Economy

Recently a woman told me that because her company cut her pay by 30%, she would cut her effort (to the customer) by 30%. This discussion centered around “fear based” issues as a result of the economy, such as how to keep customers loyal, avoid price reductions, manage employee morale during layoffs and more. What follows is my overall response to some of these conversations.

Primary topic: Customer Service

Customer Service

689 views

By Shep HykenRecently published1 topic

Customer Service Systems Start with People

Companies care very much about the system that supports their customer service. This is typically an automated process or software program that helps companies deliver their customer service experience. For example, CRM software (customer relationship management) can help a company personalize their customer’s experience. A well designed website creates a customer friendly experience.

Primary topic: Customer Service

Customer Service

665 views

By Shep HykenRecently published1 topic

Deliver Exceptional Customer Service by Watching and Listening to Customers

Say “amazing” customer service, and what comes to mind? Best of the best? Try thinking of it in a new way – delivering customer service that is consistently above average. You might be thinking, that could mean just a little bit above the average. And you’re right – but the key word here is “consistently.” Deliver above average service all the time so that the customer can count on it, and it becomes the expectation.r

Primary topic: Customer Service

Customer Service

642 views

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