Author Archive | Shep Hyken

Sometimes, one employee does something special that makes him or her stand out. Often, customers start asking for that employee by name. Companies need to be aware and observant of situations like this and find out what that employee is doing right and make it part of their standard practice.

A sure way to lose customers is to deliver a bad customer service experience. Even a lack of concern or an attitude of indifference can make customers question whether they want to continue doing business with you. This article shares five things that drive customers away.

In a world where people have become extremely value conscious, one of the only ways to compete, outside of price, is with customer service. Create a better experience and you create better value.

Some might find statistics to be boring. Yet sometimes they tell a story, one that is so compelling, that everyone in an organization, from the CEO to the newest employee, must embrace.

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™. […]

For years I’ve been preaching that a lot of customer service is common sense that, unfortunately, isn’t so common. It is the great companies that consistently deliver an experience that meets, if not exceeds, expectations. And, much of this experience is common sense.

Always remember that service recovery isn’t just about fixing a problem. It is also about the renewal of customer confidence.

Want a simple strategy that will help build stronger relationships with anyone you work or do business with? It really is simple. You already know it, but it is worth reminding you of it. It is… using names.

Business is kind of like dating. The first time you do business with someone is like a date. You hope they want to go out – or do business with you – again.

Don’t just be good to the customer. Be good for the customer. Show value, create an experience and always strive to exceed their expectations.