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
Sunday, August 30, 2009
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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