Customer Service Training Tip - FAQ #4
What is the Best Way to Get Feedback From Customers?
This is the fourth in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.
How do you suggest we get feedback from customers (or clients, guests, patients, etc.)?
I’m not a big fan of customer satisfaction surveys – the ones that are mailed or emailed to customers. My clients who use these tend to get a small percentage of responses. My favorite way is to just ask. Sometimes you can do it on the spot. Or even on the phone.
One of my favorite clients is Enterprise Rent-a-Car. Their follow-up surveys are an example of the right way to do it. After renting one of their cars, the customer will usually receive a phone call within 24-48 hours. The survey is promised to last less than a minute and consist of three questions. Customers are usually happy to respond to this very short survey. Enterprise gets excellent feedback and from a high percentage of their surveyed customers.
Again, please share with us your answer or comments to the above question. Thank you!
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Wednesday, June 09, 2010
Wednesday, June 02, 2010
Customer Service Training Tip - FAQ #3
Is the Customer Always Right?
Shep Hyken - customer service motivational speaker, author, trainer, and expert - asked readers what questions they had about customer service in his monthly newsletter, The Shepard Letter.
This is the third in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.
Is the customer really always right?
I love this expression, “The customer is always right.” Unfortunately, that is not the case and it is a shame that organizations try and get their employees to believe it. No, the customer is not always right – but they are always the customer. So if they are wrong, let them be wrong with dignity and respect.
Again, please share with us your answer or comments to the above question. Thank you!
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken --http://www.hyken.com-- (314)692-2200
Is the Customer Always Right?
Shep Hyken - customer service motivational speaker, author, trainer, and expert - asked readers what questions they had about customer service in his monthly newsletter, The Shepard Letter.
This is the third in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.
Is the customer really always right?
I love this expression, “The customer is always right.” Unfortunately, that is not the case and it is a shame that organizations try and get their employees to believe it. No, the customer is not always right – but they are always the customer. So if they are wrong, let them be wrong with dignity and respect.
Again, please share with us your answer or comments to the above question. Thank you!
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken --http://www.hyken.com-- (314)692-2200
Friday, May 28, 2010
How To Get Employees Engaged In a Customer Service Program
How do we get our employees to engage in a customer service program?
Recently I asked subscribers to my newsletter (The Shepard Letter) to send in their most important customer service questions. A large percentage of the questions that came in focused on employee engagement. So, how do you get employees engaged in your process, beliefs, mission, vision, etc.? Here is an answer, in the form of a list to this frequently asked question:
1. Hire right. You need the right people in the right jobs.
2. Properly train your employees – both technical and soft skills.
3. Recognize people when they are successful.
4. Celebrate success with the entire organization. Share great stories.
5. Create a learning environment. When employees do well applaud them. When there is a mistake, make it a positive learning experience.
6. Recognize that everyone is involved in customer service, not just the customer service department, and it starts at the very top of the organization. Customer service is not a department, it is a philosophy.
7. Be polite and show respect. Say please, thank you and let your people know you appreciate their hard work.
8. Finally, practice what I call the Employee Golden Rule, which is to treat your employees the way you want your customers treated – maybe even better.
Shep Hyken, CSP CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
How do we get our employees to engage in a customer service program?
Recently I asked subscribers to my newsletter (The Shepard Letter) to send in their most important customer service questions. A large percentage of the questions that came in focused on employee engagement. So, how do you get employees engaged in your process, beliefs, mission, vision, etc.? Here is an answer, in the form of a list to this frequently asked question:
1. Hire right. You need the right people in the right jobs.
2. Properly train your employees – both technical and soft skills.
3. Recognize people when they are successful.
4. Celebrate success with the entire organization. Share great stories.
5. Create a learning environment. When employees do well applaud them. When there is a mistake, make it a positive learning experience.
6. Recognize that everyone is involved in customer service, not just the customer service department, and it starts at the very top of the organization. Customer service is not a department, it is a philosophy.
7. Be polite and show respect. Say please, thank you and let your people know you appreciate their hard work.
8. Finally, practice what I call the Employee Golden Rule, which is to treat your employees the way you want your customers treated – maybe even better.
Shep Hyken, CSP CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Friday, April 23, 2010
The Four Minute Break
This post is a bit off the typical track of customer service. But, please take the time to read it as it is very worthwhile. My friend Ricky Kalmon is a professional hypnotist. He has an amazing show that he does at corporate events all over the world. He made a few comments recently that I think apply to all of us, especially those involved in customer service.
No matter how much we enjoy our jobs, we all need a break now and then. We look forward to those ten or fifteen minutes and the opportunity to step away from the tasks at hand so we can rest, rejuvenate and fuel our minds and bodies. Ricky says, “My experience has taught me, however, that it’s not so much how much time we have, but how we use the time we’re given.” Further to the point, Ricky suggests that in customer service and support, as in any other career, people perform at their best when they’re rested and free from stress and outside pressures. So, he suggests that during your next break you to take a vacation—a vacation of the mind. In four short minutes, his Subconscious Makeover™ technique will take you to a calm place where you can reduce stress and pressure, while gaining focus, confidence and the energy you need to perform at your very best.
Give yourself four minutes today to relax, reduce stress, and create a clear pathway for success. Find a quiet place where you can sit and relax. Close your eyes and imagine a calm, peaceful place—a park, the beach, or any place that invites relaxation. Breathe in, slowly and deeply, envisioning yourself in this place, free from stress, schedules and worries. Exhale fully, cleansing your body of outside chatter and pressures. Continue breathing, relaxing more and more with each breath. Feel yourself fall further and further into a deep, relaxing state. Once you’re fully relaxed, feed your subconscious with new and empowering thoughts and affirmations which are aligned with your goals. I am free of stress…I am confident and committed to my career goals…I am free of distractions and have control of my thoughts. Whatever your goals are, affirm them during this state of deep relaxation. After four minutes, slowly open your eyes, letting your breathing return to normal. You’ll feel relaxed, refreshed and energized. Your subconscious will start to use the suggestions you placed in your mind to create the change you want. You’ll see results the first time, but as you repeat your four-minute vacation of the mind, it will become more effective and so will you.
I’m recommending a set of audio CD’s that Ricky has created to help reduce stress and build energy. Go to http://www.RickyKalmon.com/store/insideSalesP.html.
Shep Hyken, CSP CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
This post is a bit off the typical track of customer service. But, please take the time to read it as it is very worthwhile. My friend Ricky Kalmon is a professional hypnotist. He has an amazing show that he does at corporate events all over the world. He made a few comments recently that I think apply to all of us, especially those involved in customer service.
No matter how much we enjoy our jobs, we all need a break now and then. We look forward to those ten or fifteen minutes and the opportunity to step away from the tasks at hand so we can rest, rejuvenate and fuel our minds and bodies. Ricky says, “My experience has taught me, however, that it’s not so much how much time we have, but how we use the time we’re given.” Further to the point, Ricky suggests that in customer service and support, as in any other career, people perform at their best when they’re rested and free from stress and outside pressures. So, he suggests that during your next break you to take a vacation—a vacation of the mind. In four short minutes, his Subconscious Makeover™ technique will take you to a calm place where you can reduce stress and pressure, while gaining focus, confidence and the energy you need to perform at your very best.
Give yourself four minutes today to relax, reduce stress, and create a clear pathway for success. Find a quiet place where you can sit and relax. Close your eyes and imagine a calm, peaceful place—a park, the beach, or any place that invites relaxation. Breathe in, slowly and deeply, envisioning yourself in this place, free from stress, schedules and worries. Exhale fully, cleansing your body of outside chatter and pressures. Continue breathing, relaxing more and more with each breath. Feel yourself fall further and further into a deep, relaxing state. Once you’re fully relaxed, feed your subconscious with new and empowering thoughts and affirmations which are aligned with your goals. I am free of stress…I am confident and committed to my career goals…I am free of distractions and have control of my thoughts. Whatever your goals are, affirm them during this state of deep relaxation. After four minutes, slowly open your eyes, letting your breathing return to normal. You’ll feel relaxed, refreshed and energized. Your subconscious will start to use the suggestions you placed in your mind to create the change you want. You’ll see results the first time, but as you repeat your four-minute vacation of the mind, it will become more effective and so will you.
I’m recommending a set of audio CD’s that Ricky has created to help reduce stress and build energy. Go to http://www.RickyKalmon.com/store/insideSalesP.html.
Shep Hyken, CSP CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Wednesday, April 21, 2010
Customer Service Training Tip - FAQ #2
The Difference Between Customer Service and Customer Loyalty
Here is the second of ten frequently asked questions about customer service. I’m posting them one at a time and hope that readers of this blog will comment or share their answer to these questions. Here’s question number two…
What’s the difference between customer service and customer loyalty?
Customer service is what you and your organization provide. Customer loyalty is the result of the service. I have a simple customer loyalty formula:
Great customer service (what you provide) + Confidence (which comes from the customer’s predictable experience) = Customer Loyalty (potentially)
Shep Hyken, CSP CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
The Difference Between Customer Service and Customer Loyalty
Here is the second of ten frequently asked questions about customer service. I’m posting them one at a time and hope that readers of this blog will comment or share their answer to these questions. Here’s question number two…
What’s the difference between customer service and customer loyalty?
Customer service is what you and your organization provide. Customer loyalty is the result of the service. I have a simple customer loyalty formula:
Great customer service (what you provide) + Confidence (which comes from the customer’s predictable experience) = Customer Loyalty (potentially)
Shep Hyken, CSP CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Thursday, April 08, 2010
Customer Service Training Tips - FAQ #1
This blog post has the first of ten frequently asked questions about customer service. I’m going to post them one at a time and hope that readers of this blog will comment or share their answer to these questions. Here’s the first one…
What is customer service?
The simple answer is that customer service is how an organization or individual delivers what they sell to the customer. That said there is much that goes into delivering good customer service. More than just the way a person or organization delivers what they sell, it is really customers that define service, which is the experience and value they receive as a result of doing business with a company. Any definition of the term customer service is almost irrelevant, as it is the customer’s perception that really defines your customer service.
Shep Hyken, CSP CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
This blog post has the first of ten frequently asked questions about customer service. I’m going to post them one at a time and hope that readers of this blog will comment or share their answer to these questions. Here’s the first one…
What is customer service?
The simple answer is that customer service is how an organization or individual delivers what they sell to the customer. That said there is much that goes into delivering good customer service. More than just the way a person or organization delivers what they sell, it is really customers that define service, which is the experience and value they receive as a result of doing business with a company. Any definition of the term customer service is almost irrelevant, as it is the customer’s perception that really defines your customer service.
Shep Hyken, CSP CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Thursday, February 18, 2010
Is the Glass Half-Empty, Half-Full, Or...
A departure from the typical customer service tip, here is a motivational story...
Recently I ran into an old friend, Michael Packman, who I grew up with. We were talking about our kids and he told me a great story about his daughter, Amanda.
When Amanda was younger, Michael had the idea to ask her a question to see if she was an optimist or a pessimist. So, he set a half-filled glass of water in front of her and asked:
“Is the glass half-full or half-empty?”
Her response took him by surprise. Amanda said:
”That depends if you are drinking or pouring.”
Metaphorically speaking, the next time you have a "half-filled glass of water," what will be the answer to the question? Is it half-empty, half-full - or is there another answer? Sometimes the less obvious answer is a better one, or at least another alternative.
Shep Hyken, CSP CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
A departure from the typical customer service tip, here is a motivational story...
Recently I ran into an old friend, Michael Packman, who I grew up with. We were talking about our kids and he told me a great story about his daughter, Amanda.
When Amanda was younger, Michael had the idea to ask her a question to see if she was an optimist or a pessimist. So, he set a half-filled glass of water in front of her and asked:
“Is the glass half-full or half-empty?”
Her response took him by surprise. Amanda said:
”That depends if you are drinking or pouring.”
Metaphorically speaking, the next time you have a "half-filled glass of water," what will be the answer to the question? Is it half-empty, half-full - or is there another answer? Sometimes the less obvious answer is a better one, or at least another alternative.
Shep Hyken, CSP CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Sunday, February 14, 2010
On Hiring Teenagers and Young Adults
A tale of two teenage employees… I walked into a restaurant and was served by a teenage employee who had an indifferent attitude. She didn’t even say, “Thank you.” Later that week I was at a different restaurant and was welcomed by a young employee with a smile and warm greeting. And, as I was leaving she smiled and thanked me for coming in.
When a teenager is hired, I’ll argue that the any positive attitude they have at work didn’t come from an employee training session. No, they had that positive attitude before they ever applied for the job. Bruce Nordstrom claims that at Nordstrom’s Department Stores the employees' original training came from their parents, not the Nordstrom's sales training program.
I’ve been fortunate to have several fabulous high school and college students work their summer internships with me. In the interviewing process it is so easy to spot the positive attitudes. Their enthusiasm is contagious and the pride in their work is to be admired.
This leads me into introducing Eric Chester, the recognized expert in hiring and motivating the young workforce. He has just announced a program called Bring Your “A” Game to work. If you hire teens or are a parent of teens, you must study this website: www.TheAGame.com.
An individual’s work ethic develops when they are young. They are influenced by their parents, friends and their first employers. This program helps kids develop a great work ethic and mindset. It sets them up for their future. As Eric says, “We would never allow a 16 year old to get behind the wheel of a car before they learn how to drive. We must also stop allowing teens into the workplace until after they have learned what is expected of them and how they can succeed. The “A” Game is going to become the driver’s ed for the work place.”
I’m plugging his website because I believe in his program. In most cases, the root of any employee delivering great customer service starts with the jobs they had as a teenager. Check out Eric’s program. Even if you don’t hire teens, the information is relevant to a workforce of any age. Again, the website is www.TheAGame.com.
Shep Hyken, CSP CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com -- (314)692-2200
A tale of two teenage employees… I walked into a restaurant and was served by a teenage employee who had an indifferent attitude. She didn’t even say, “Thank you.” Later that week I was at a different restaurant and was welcomed by a young employee with a smile and warm greeting. And, as I was leaving she smiled and thanked me for coming in.
When a teenager is hired, I’ll argue that the any positive attitude they have at work didn’t come from an employee training session. No, they had that positive attitude before they ever applied for the job. Bruce Nordstrom claims that at Nordstrom’s Department Stores the employees' original training came from their parents, not the Nordstrom's sales training program.
I’ve been fortunate to have several fabulous high school and college students work their summer internships with me. In the interviewing process it is so easy to spot the positive attitudes. Their enthusiasm is contagious and the pride in their work is to be admired.
This leads me into introducing Eric Chester, the recognized expert in hiring and motivating the young workforce. He has just announced a program called Bring Your “A” Game to work. If you hire teens or are a parent of teens, you must study this website: www.TheAGame.com.
An individual’s work ethic develops when they are young. They are influenced by their parents, friends and their first employers. This program helps kids develop a great work ethic and mindset. It sets them up for their future. As Eric says, “We would never allow a 16 year old to get behind the wheel of a car before they learn how to drive. We must also stop allowing teens into the workplace until after they have learned what is expected of them and how they can succeed. The “A” Game is going to become the driver’s ed for the work place.”
I’m plugging his website because I believe in his program. In most cases, the root of any employee delivering great customer service starts with the jobs they had as a teenager. Check out Eric’s program. Even if you don’t hire teens, the information is relevant to a workforce of any age. Again, the website is www.TheAGame.com.
Shep Hyken, CSP CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com -- (314)692-2200
Wednesday, January 06, 2010
Ten Goal Setting Strategies to Help You Achieve Your Goals in the New Year
Happy New Year! As a way to start the New Year, I thought it might be appropriate to take a diversion from my usual writings on customer service and focus on how to reach goals in your business and personal life. Around New Years time many people seem to make the same goals and resolutions every year. This “Top Ten” list addresses some of the basics of setting and more importantly, achieving, goals.
1. Write down goal with a definitive description and clear picture of what you are trying to achieve.
2. Create a plan or procedure. How are you going to achieve it?
3. Acknowledge others that may be involved and make sure they are aware and in agreement with your goal.
4. Determine a length of time.
5. Determine any obstacles and brainstorm how to overcome them.
6. Determine if you need someone to support you – someone who you will be accountable too.
7. Set up a checking system to monitor the goal/project.
8. Start and stay on track. If you stray, don’t give up. Come back and realign your timeline.
9. If you don’t reach your goal on time, don’t go crazy. Celebrate what progress you have made.
10. Finally, if you didn’t reach your goal, after you celebrate, set a new one.
Make 2010 your best year yet!
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Happy New Year! As a way to start the New Year, I thought it might be appropriate to take a diversion from my usual writings on customer service and focus on how to reach goals in your business and personal life. Around New Years time many people seem to make the same goals and resolutions every year. This “Top Ten” list addresses some of the basics of setting and more importantly, achieving, goals.
1. Write down goal with a definitive description and clear picture of what you are trying to achieve.
2. Create a plan or procedure. How are you going to achieve it?
3. Acknowledge others that may be involved and make sure they are aware and in agreement with your goal.
4. Determine a length of time.
5. Determine any obstacles and brainstorm how to overcome them.
6. Determine if you need someone to support you – someone who you will be accountable too.
7. Set up a checking system to monitor the goal/project.
8. Start and stay on track. If you stray, don’t give up. Come back and realign your timeline.
9. If you don’t reach your goal on time, don’t go crazy. Celebrate what progress you have made.
10. Finally, if you didn’t reach your goal, after you celebrate, set a new one.
Make 2010 your best year yet!
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2010, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Monday, December 07, 2009
Shep Hyken To Present Free "Cult of the Customer" Webinar
It is my pleasure to present (at no charge) a Cult of the Customer Webinar sponsored by one of my clients, Parature. The program is this Wednesday, December 9 at 2:00 EST/11:00 PST. Click here to register.
This will feature content from both The Cult of the Customer book as well as the speech. You will learn about the five “Cults” or phases that all companies go through. In addition, you will learn ten specific strategies to help get and keep you in the “Cult of Amazement.” I promise this hour will be a valuable investment of your time.
Feel free to pass information to your friends and colleagues. Thanks to Parature, there is no charge to attend. Just click here and you will be taken to Parature's website to register.
Parature provides on-demand customer service, customer support and help desk software.
Shep Hyken, CSP CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken -- http://www.hyken.com-- (314)692-2200
It is my pleasure to present (at no charge) a Cult of the Customer Webinar sponsored by one of my clients, Parature. The program is this Wednesday, December 9 at 2:00 EST/11:00 PST. Click here to register.
Feel free to pass information to your friends and colleagues. Thanks to Parature, there is no charge to attend. Just click here and you will be taken to Parature's website to register.
Parature provides on-demand customer service, customer support and help desk software.
Shep Hyken, CSP CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken -- http://www.hyken.com-- (314)692-2200
Tuesday, December 01, 2009
The Fear of Cheer
Steve Becker owns restaurants and a catering company in St. Louis, MO. The other night he and I were discussing customer service and he came up with a concept that he calls “The Fear of Cheer.” He believes that companies are afraid to have holiday parties for fear the employees, customers, stakeholders, etc. will look at the company and wonder why they are spending money on a party.
Earlier this year President Obama criticized companies for holding lavish meetings and events, causing a major disruption in the meetings industry. I won’t disagree that some companies went a bit “crazy,” but not all. As a result, even when certain companies had necessary meetings with reasonable budgets that included a decent hotel, food and even reasonably priced speaker, they were scrutinized and often criticized. This is where “The Fear of Cheer” started.
Steve’s creative twist on this “Fear of Cheer” is to stop calling it a holiday party and call it an employee recognition and appreciation event. His suggestion is to have a nice event that doesn’t go overboard. Perhaps a bit conservative and scaled back, it still allows employees to get together, acknowledge one another and have a little fun during the holiday season.
So, don’t abandon the traditional holiday party out of a “Fear of Cheer.” Do something. It may not be needed, but it is hoped for and appreciated. Happy Holidays!
BOOK RECOMMENDATION:
David Avrin’s new book “It’s Not Who You Know, It’s Who Knows You – The Small Business Guide to Raising Your Profits by Raising Your Profile” hit the bookshelves this week. It is filled with clever ideas and real-world examples that will show you how you can stand out and become top-of-mind with your top prospects. This will make a great business gift for the holidays. Available everywhere or direct from the author at www.visibilitycoach.com/bookstore.
A GIFT FOR YOU!
My friends at Parature are sponsoring a “Cult of the Customer” webinar on Wednesday, December 9, 2009 at 2:00 EST. This will be a full hour of information about creating a customer service culture that makes your customers and employees say, “AMAZING!” I’ll be sharing a “Top Ten List” of ways for companies to create this culture of “Amazement.” Thanks to Parature, there is no charge to attend. So, what are you waiting for? Go to: http://tinyurl.com/cult-webinar.
Shep Hyken, CSP CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken -- http://www.hyken.com -- (314)692-2200
Steve Becker owns restaurants and a catering company in St. Louis, MO. The other night he and I were discussing customer service and he came up with a concept that he calls “The Fear of Cheer.” He believes that companies are afraid to have holiday parties for fear the employees, customers, stakeholders, etc. will look at the company and wonder why they are spending money on a party.
Earlier this year President Obama criticized companies for holding lavish meetings and events, causing a major disruption in the meetings industry. I won’t disagree that some companies went a bit “crazy,” but not all. As a result, even when certain companies had necessary meetings with reasonable budgets that included a decent hotel, food and even reasonably priced speaker, they were scrutinized and often criticized. This is where “The Fear of Cheer” started.
Steve’s creative twist on this “Fear of Cheer” is to stop calling it a holiday party and call it an employee recognition and appreciation event. His suggestion is to have a nice event that doesn’t go overboard. Perhaps a bit conservative and scaled back, it still allows employees to get together, acknowledge one another and have a little fun during the holiday season.
So, don’t abandon the traditional holiday party out of a “Fear of Cheer.” Do something. It may not be needed, but it is hoped for and appreciated. Happy Holidays!
BOOK RECOMMENDATION:
David Avrin’s new book “It’s Not Who You Know, It’s Who Knows You – The Small Business Guide to Raising Your Profits by Raising Your Profile” hit the bookshelves this week. It is filled with clever ideas and real-world examples that will show you how you can stand out and become top-of-mind with your top prospects. This will make a great business gift for the holidays. Available everywhere or direct from the author at www.visibilitycoach.com/bookstore.
A GIFT FOR YOU!
My friends at Parature are sponsoring a “Cult of the Customer” webinar on Wednesday, December 9, 2009 at 2:00 EST. This will be a full hour of information about creating a customer service culture that makes your customers and employees say, “AMAZING!” I’ll be sharing a “Top Ten List” of ways for companies to create this culture of “Amazement.” Thanks to Parature, there is no charge to attend. So, what are you waiting for? Go to: http://tinyurl.com/cult-webinar.
Shep Hyken, CSP CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken -- http://www.hyken.com -- (314)692-2200
Tuesday, November 24, 2009
Customer Service Is More than a Department
Recently I had the wonderful opportunity to work with Juan Pablo Armas of Beacon Hill Management Consulting in Santiago, Chile. He brought me to Santiago to work with EuroAmerica, a financial services firm. At a break during the presentation he came up to me and shared the following quote:
“Customer service is too important to leave to just the customer service department.”
Well said Juan Pablo – short and to the point! Customer service is not a department. It must be practiced at all levels of the company. It’s everybody’s job!
Shep Hyken, CSP CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken -- www.hyken.com-- (314)692-2200
Recently I had the wonderful opportunity to work with Juan Pablo Armas of Beacon Hill Management Consulting in Santiago, Chile. He brought me to Santiago to work with EuroAmerica, a financial services firm. At a break during the presentation he came up to me and shared the following quote:
“Customer service is too important to leave to just the customer service department.”
Well said Juan Pablo – short and to the point! Customer service is not a department. It must be practiced at all levels of the company. It’s everybody’s job!
Shep Hyken, CSP CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken -- www.hyken.com-- (314)692-2200
Wednesday, November 04, 2009
Book Recommendations!
On Marketing
“The Complete Idiot’s Guide to Target Marketing” by Susan Friedman is out this month. This new book is part of the well-known and respected “Complete Idiot’s Guide” series. It is packed with clever and practical strategies to help any type of business get their message to the right people. Go to http://bit.ly/JERZ9 (Amazon.com) to buy it today.
On Sales and Relationships
“The Connectors: How the World’s Most Successful Businesspeople Build Relationships and Win Clients For Life” by Maribeth Kuzmeski is about… Just read the subtitle! Maribeth interviewed hundreds of successful businesspeople, CEO’s, etc. The book is filled with valuable ideas and strategies to create better business relationships. Go to www.TheConnectorsBook.com to buy your copy.
On Leadership
“Uncommon Sense: One CEO’s Tale of Getting in Sync” by Andy Kanefield and Mark Powers is a quick read that will give you a unique perspective on getting your organization aligned. It is the fictional story of Jack, CEO of Horizon bank, and walks you through the critical aspects you need to be in sync for maximum effectiveness. If you have read my book, “The Cult of the Customer,” you know the importance of getting your organization in alignment. Learn more at www.dialect.com.
Another One On Leadership
“On My Honor, I Will,” by Randy Pennington has a new edition that is coming out this week. Our mutual success is in question unless leaders at every level of every organization, community, and family get the integrity question correct. Randy shows why integrity is crucial to every leader’s success and how anyone who aspires to a position of leadership can accomplish that goal. Buy it at www.Amazon.com.
On Customer Service (GET THIS ONE!)
Can’t miss the opportunity to plug my book, “The Cult of the Customer.” It just came out six months ago and immediately hit the Wall Street Journal and USA Today best-seller lists. If you are reading this blog, you probably already know about it, but just in case, find out more at www.CultOfTheCustomer.com.
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200
On Marketing
“The Complete Idiot’s Guide to Target Marketing” by Susan Friedman is out this month. This new book is part of the well-known and respected “Complete Idiot’s Guide” series. It is packed with clever and practical strategies to help any type of business get their message to the right people. Go to http://bit.ly/JERZ9 (Amazon.com) to buy it today.
On Sales and Relationships
“The Connectors: How the World’s Most Successful Businesspeople Build Relationships and Win Clients For Life” by Maribeth Kuzmeski is about… Just read the subtitle! Maribeth interviewed hundreds of successful businesspeople, CEO’s, etc. The book is filled with valuable ideas and strategies to create better business relationships. Go to www.TheConnectorsBook.com to buy your copy.
On Leadership
“Uncommon Sense: One CEO’s Tale of Getting in Sync” by Andy Kanefield and Mark Powers is a quick read that will give you a unique perspective on getting your organization aligned. It is the fictional story of Jack, CEO of Horizon bank, and walks you through the critical aspects you need to be in sync for maximum effectiveness. If you have read my book, “The Cult of the Customer,” you know the importance of getting your organization in alignment. Learn more at www.dialect.com.
Another One On Leadership
“On My Honor, I Will,” by Randy Pennington has a new edition that is coming out this week. Our mutual success is in question unless leaders at every level of every organization, community, and family get the integrity question correct. Randy shows why integrity is crucial to every leader’s success and how anyone who aspires to a position of leadership can accomplish that goal. Buy it at www.Amazon.com.
On Customer Service (GET THIS ONE!)
Can’t miss the opportunity to plug my book, “The Cult of the Customer.” It just came out six months ago and immediately hit the Wall Street Journal and USA Today best-seller lists. If you are reading this blog, you probably already know about it, but just in case, find out more at www.CultOfTheCustomer.com.
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200
Thursday, October 29, 2009
Old Milt Linder
The other night I had dinner with my mother and we were talking about some of my Grandfather’s friends. Somehow we started talking about Milt Linder, who would have probably been, if he was still living, about a hundred by now.
About 30 years ago Milt was selling magazine subscriptions, working on commission. I remember that Milt could get me any magazine or newspaper; Golf Digest, Runners World, NY Times, etc. One day I asked him if he could get the St. Louis Business Journal. He hesitated and then told me that he could.
Several years later, I somehow found out that he didn’t make a penny on the Business Journal, yet he still took care of taking my money and arranging for the subscription. I thought, “Why would he do that? He’s not making any money. Wow, that’s really nice of him.”
Milt was a great salesman who knew how to service his customers. A kind gentleman, he would rather a customer be happy than make any money off of him or her.
If he had a good customer, he would do whatever it took to keep him or her happy – even if it meant selling a subscription that he didn’t make money on.
LESSON: Sometimes you have to take of customers, even when it doesn’t make money. It's just the right - and nice - thing to do!
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – For information on The Customer Focus™ customer service training programs go to www.TheCustomerFocus.com.
Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200
The other night I had dinner with my mother and we were talking about some of my Grandfather’s friends. Somehow we started talking about Milt Linder, who would have probably been, if he was still living, about a hundred by now.
About 30 years ago Milt was selling magazine subscriptions, working on commission. I remember that Milt could get me any magazine or newspaper; Golf Digest, Runners World, NY Times, etc. One day I asked him if he could get the St. Louis Business Journal. He hesitated and then told me that he could.
Several years later, I somehow found out that he didn’t make a penny on the Business Journal, yet he still took care of taking my money and arranging for the subscription. I thought, “Why would he do that? He’s not making any money. Wow, that’s really nice of him.”
Milt was a great salesman who knew how to service his customers. A kind gentleman, he would rather a customer be happy than make any money off of him or her.
If he had a good customer, he would do whatever it took to keep him or her happy – even if it meant selling a subscription that he didn’t make money on.
LESSON: Sometimes you have to take of customers, even when it doesn’t make money. It's just the right - and nice - thing to do!
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – For information on The Customer Focus™ customer service training programs go to www.TheCustomerFocus.com.
Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200
Sunday, October 04, 2009
Celebrate Customer Service Week
This week is Customer Service Week. It shouldn’t be a week. It should be all the time. None the less, it has become recognized as a week to celebrate and promote customer service. Take the time to do something special for your customers or employees. Here are some ideas:
- Take the time to write or call your customers to show some (extra) appreciation.
- Have a short customer service training session (or two) for your employees.
- Each day have employees record an example of when they provide a great customer service experience.
- And, my favorite idea: Buy a copy of “The Cult of the Customer” for your favorite customers and employees.
-- New Iphone apps! Did you download your customer service iPhone apps? Three apps: “Cult of the Customer,” “Moments of Magic” and the “Shep Hyken App” Go to the app store and download them (no charge) and you will have access to tips and strategies from the books along with my favorite customer service articles, videos, photos, speaking schedule and more. In the app store, search for them by their names.
No iPhone? No worries! Just go to www.Hyken.com/app and you will have access to some of the same content – just not on your phone.
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200
This week is Customer Service Week. It shouldn’t be a week. It should be all the time. None the less, it has become recognized as a week to celebrate and promote customer service. Take the time to do something special for your customers or employees. Here are some ideas:
- Take the time to write or call your customers to show some (extra) appreciation.
- Have a short customer service training session (or two) for your employees.
- Each day have employees record an example of when they provide a great customer service experience.
- And, my favorite idea: Buy a copy of “The Cult of the Customer” for your favorite customers and employees.
-- New Iphone apps! Did you download your customer service iPhone apps? Three apps: “Cult of the Customer,” “Moments of Magic” and the “Shep Hyken App” Go to the app store and download them (no charge) and you will have access to tips and strategies from the books along with my favorite customer service articles, videos, photos, speaking schedule and more. In the app store, search for them by their names.
No iPhone? No worries! Just go to www.Hyken.com/app and you will have access to some of the same content – just not on your phone.
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200
Tuesday, September 15, 2009
Two Book Recommendations and New iPhone Apps
“Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan,” by my friends Marilyn Suttle and Lori Jo Vest is fantastic. Constant feedback pays off with big results. If you ask them the right way, your customers will tell you what they want and need. Client comments can help you create a company that attracts customers like bears to honey. The book has been getting rave reviews. When you order “Who’s Your Gladys?” today, you get a special package of 40+ electronic bonus gifts in customer service, sales, marketing and professional development. Buy your copy today at www.whosyourgladys.com.
“Illuminate: Harnessing The Positive Power of Negative Thinking” by David Corbin falls into the motivational category. I like this book. The premise is to accentuate the positive and ILLUMINATE the negative. The book reminds us that we can’t solve all that we face, unless we face it. The 3 Step Illuminate Process is Face It, Follow It and Fix It. Order it at www.Amazon.com.
-- New Iphone apps!
In the past few months I’ve touted my “Cult of the Customer” iPhone app. I now have two new apps; the “Shep Hyken App” and the “Moment of Magic App.” Go to the app store and download them (no charge) and you will have access to my favorite customer service articles, videos, photos, speaking schedule and more. In the app store, search on “Hyken” and “Moments of Magic.” And, if you don’t yet have the “Cult of the Customer App,” get that one too!
You don’t have an iPhone? No worries! Just go to www.Hyken.com/app and you will have access to some of the same content – just not on your phone.
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken
“Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan,” by my friends Marilyn Suttle and Lori Jo Vest is fantastic. Constant feedback pays off with big results. If you ask them the right way, your customers will tell you what they want and need. Client comments can help you create a company that attracts customers like bears to honey. The book has been getting rave reviews. When you order “Who’s Your Gladys?” today, you get a special package of 40+ electronic bonus gifts in customer service, sales, marketing and professional development. Buy your copy today at www.whosyourgladys.com.
“Illuminate: Harnessing The Positive Power of Negative Thinking” by David Corbin falls into the motivational category. I like this book. The premise is to accentuate the positive and ILLUMINATE the negative. The book reminds us that we can’t solve all that we face, unless we face it. The 3 Step Illuminate Process is Face It, Follow It and Fix It. Order it at www.Amazon.com.
-- New Iphone apps!
In the past few months I’ve touted my “Cult of the Customer” iPhone app. I now have two new apps; the “Shep Hyken App” and the “Moment of Magic App.” Go to the app store and download them (no charge) and you will have access to my favorite customer service articles, videos, photos, speaking schedule and more. In the app store, search on “Hyken” and “Moments of Magic.” And, if you don’t yet have the “Cult of the Customer App,” get that one too!
You don’t have an iPhone? No worries! Just go to www.Hyken.com/app and you will have access to some of the same content – just not on your phone.
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken
Sunday, August 30, 2009
Customer Service Is a Team Effort
This is considered to be a joke… A guy walks into a diner and sits down at a table. After sitting for a half an hour and watching all of the guests who came in behind him get served, he asked a server if someone was ever going to come to take his order. She responded by saying, “You’re in Suzie’s station and she’s not here tonight.
As ridiculous as the above scenario sounds, it is has truth to it. The opposite of the above happened at the Bristol restaurant in St. Louis. We were sitting for a few minutes when a server came over and explained that our regular server was busy and she would help by taking our order. That’s customer service teamwork!
LESSON: Working as a team is a big part of customer service. The best people and companies won’t say, “It’s not my department.” Instead, they work together to take care of their customers.
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200
This is considered to be a joke… A guy walks into a diner and sits down at a table. After sitting for a half an hour and watching all of the guests who came in behind him get served, he asked a server if someone was ever going to come to take his order. She responded by saying, “You’re in Suzie’s station and she’s not here tonight.
As ridiculous as the above scenario sounds, it is has truth to it. The opposite of the above happened at the Bristol restaurant in St. Louis. We were sitting for a few minutes when a server came over and explained that our regular server was busy and she would help by taking our order. That’s customer service teamwork!
LESSON: Working as a team is a big part of customer service. The best people and companies won’t say, “It’s not my department.” Instead, they work together to take care of their customers.
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200
Friday, August 21, 2009
Social Media and Customer Service
by Shep Hyken
I’ve read dozens and dozens of articles about how important social media is to customer service. It seems the main places people will sing your praises or condemn you for bad service is on Twitter and personal blogs. Set up alerts. This is especially easy to do on Google. Any news story or blog that mentions your name will be emailed to you on a daily basis. Comcast, who was being criticized for their customer service, was one of the first to start calling customers who complained about them via Twitter.
Lesson: Watch the Internet for your name to pop up on Twitter, blogs, news stories, etc. If a customer writes about you, respond quickly. Thank the person for praise. Resolve the problem if it is complaint. Social media has given us another way to find out what others are saying about us – so embrace it!
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200
by Shep Hyken
I’ve read dozens and dozens of articles about how important social media is to customer service. It seems the main places people will sing your praises or condemn you for bad service is on Twitter and personal blogs. Set up alerts. This is especially easy to do on Google. Any news story or blog that mentions your name will be emailed to you on a daily basis. Comcast, who was being criticized for their customer service, was one of the first to start calling customers who complained about them via Twitter.
Lesson: Watch the Internet for your name to pop up on Twitter, blogs, news stories, etc. If a customer writes about you, respond quickly. Thank the person for praise. Resolve the problem if it is complaint. Social media has given us another way to find out what others are saying about us – so embrace it!
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Copyright © 2009, Shep Hyken -- www.hyken.com -- (314)692-2200
Monday, August 10, 2009
"Cult of the Customer" iPhone App Now Available – FREE!
If you have an iPhone, “The Cult of the Customer” is available as a free app. (It used to cost $1.99.) Just go to the apps section and type in the book title or my last name (Hyken). It’s like an extreme “Cliff Notes” version of the book. And, it won’t cost you a thing. If you already have the book, it is filled with reminders. If you don’t have the book, it’s a great introduction. And did I mention – It’s free! So, what do you have to lose? Do it now!
Go to www.CultOfTheCustomer.com.
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs and knowledge products please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Wednesday, August 05, 2009
Customer Service on the Internet
(Another Lesson From "The Cult of the Customer")
My friends Bob and Joanne Lieberman bought a book from Better World Books. A few days later they received an email that contained the following message:
“If your order hasn't blessed your mailbox just yet, heads are gonna roll in the Mishawaka warehouse! Seriously though, if you haven't received your order or are less than 108.8% satisfied, please reply to this message. Let us know what we can do to flabbergast you with service. Humbly Yours, Indaba (our super-cool email robot)”
LESSON: The above email is an example of proactive on-line service – even though it is an automated response. It gives the customer easy access to the company for any problems there might be. Even on the Internet you can provide good service – and with a sense of humor.
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
(Another Lesson From "The Cult of the Customer")
My friends Bob and Joanne Lieberman bought a book from Better World Books. A few days later they received an email that contained the following message:
“If your order hasn't blessed your mailbox just yet, heads are gonna roll in the Mishawaka warehouse! Seriously though, if you haven't received your order or are less than 108.8% satisfied, please reply to this message. Let us know what we can do to flabbergast you with service. Humbly Yours, Indaba (our super-cool email robot)”
LESSON: The above email is an example of proactive on-line service – even though it is an automated response. It gives the customer easy access to the company for any problems there might be. Even on the Internet you can provide good service – and with a sense of humor.
Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
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