On Duty While You Are Off Duty
Shep Hyken – customer service motivational speaker, author, trainer, and expert – shares a few experiences in one of his Shepard Letters, his monthly newsletter, about remembering that even when you are not on the clock, you are still representing your company.
I recently took my family to dinner at a nice restaurant. We had a 6:00 p.m. reservation. We were a few minutes early and were obviously one of the first guests to arrive. The hostess told us to take a seat and she would let us know when our table was ready. As the restaurant was virtually empty, I asked her how long she thought it would be. Her response was this:
“Sir, it is 5:52. Your reservation wasn’t until 6:00. I’ll let you know when the table is ready.”
I was a bit put off by her very direct and less than friendly response. It looked like all of the tables were ready so I asked her why. Then the real reason came out why she didn’t want to seat us. She told me that she was off duty and I would have to wait for the hostess that was supposed to be on duty to arrive. Ah, I see! She could assume the duty of aggravating a customer, but could not, make that would not, assume the duty of taking care of a customer.
Lesson: This story illustrates a very simple, yet important point. At any time that someone can be associated with your company, they are.
That means that even when someone is off duty, as our hostess in the above example described herself to be, they are still on. Think about the truck with the corporate logo on its side that drives recklessly down the highway. The driver of that truck may be off duty, but the truck is still representing the company. Does the driver realize it?
A long time ago I wrote about an incident where I became upset with a ticket agent at the airport. I didn’t realize that audience members from my speech that morning were watching me. I was very embarrassed. At that moment I realized that I was not only representing myself, but my client as well.
At any given time, even when we don’t suspect it, we might be creating an impression about our company, or even ourselves. And whenever it comes to dealing with the customer, we must always be on – even when we are supposed to be off.
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
Showing posts with label customer service program. Show all posts
Showing posts with label customer service program. Show all posts
Wednesday, October 06, 2010
Wednesday, September 29, 2010
Be Good For Your Customer
Shep Hyken – customer service motivational speaker, author, trainer, and expert – explains the difference between being good to your customer and being good for your customer in one of his Shepard Letters, his monthly newsletter.
One of my clients Todd Walker of Network Communications (They publish monthly real estate books that market residential properties.) had a great comment about how he takes care of his customers, the real estate agents and brokers that buy the adds in his books. He asks them, “Do you want me to be good to you, or good for you?”
Think about that question for a moment. Being good “to” the customer means you take care of them, give them great service, etc. But being good “for” the customer is different. It is helping them or enhancing their experience.
Sometimes it is easy to enhance an experience or increase the value of your products or services by just making suggestions or helping the customer. Other times you have to sell more. Up-selling sometimes scares sales people, but it has to be done. It is a disservice not to up-sell the customer when it is appropriate and necessary to the success of the product.
As mentioned above, Todd sells advertising in a book. Being good “for” the customer means the sales person can help design the advertisement for the customer. They may even suggest a larger advertisement, not because it brings more revenue to Network Communications, but because it will truly create better results for the customer. The sales rep is helping the customer receive maximum impact for the advertising dollars.
How about the server at a restaurant that suggests that the guest try the new appetizer? The server could just take the food order, but instead is suggesting something that might add to the enjoyment of the meal. Yes, it adds dollars to the check, but it also enhances the experience.
Recently at a retail golf store I saw the sales person sell some expensive golf clubs. What compelled the customer to buy the clubs on the spot was when the sales person said, “I could sell you these clubs today and I know you would be happy with them. But I won’t sell them to you until I make sure they are the right clubs for your golf swing. So, let’s step over to our practice facility and make sure you are comfortable with these clubs.” Fifteen minutes later the customer felt like they had a golf lesson – with clubs that would help improve the game. Sold!
Let’s take Todd’s question a bit further. The question is really a philosophy. There really isn’t a choice. The customer deserves to have both. We should be good “to” and “for” the customer. That is what Todd intends. Posing it as a question is only for the benefit of the customer.
In conclusion, don’t just take care of the customer. Help the customer. 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.
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
Shep Hyken – customer service motivational speaker, author, trainer, and expert – explains the difference between being good to your customer and being good for your customer in one of his Shepard Letters, his monthly newsletter.
One of my clients Todd Walker of Network Communications (They publish monthly real estate books that market residential properties.) had a great comment about how he takes care of his customers, the real estate agents and brokers that buy the adds in his books. He asks them, “Do you want me to be good to you, or good for you?”
Think about that question for a moment. Being good “to” the customer means you take care of them, give them great service, etc. But being good “for” the customer is different. It is helping them or enhancing their experience.
Sometimes it is easy to enhance an experience or increase the value of your products or services by just making suggestions or helping the customer. Other times you have to sell more. Up-selling sometimes scares sales people, but it has to be done. It is a disservice not to up-sell the customer when it is appropriate and necessary to the success of the product.
As mentioned above, Todd sells advertising in a book. Being good “for” the customer means the sales person can help design the advertisement for the customer. They may even suggest a larger advertisement, not because it brings more revenue to Network Communications, but because it will truly create better results for the customer. The sales rep is helping the customer receive maximum impact for the advertising dollars.
How about the server at a restaurant that suggests that the guest try the new appetizer? The server could just take the food order, but instead is suggesting something that might add to the enjoyment of the meal. Yes, it adds dollars to the check, but it also enhances the experience.
Recently at a retail golf store I saw the sales person sell some expensive golf clubs. What compelled the customer to buy the clubs on the spot was when the sales person said, “I could sell you these clubs today and I know you would be happy with them. But I won’t sell them to you until I make sure they are the right clubs for your golf swing. So, let’s step over to our practice facility and make sure you are comfortable with these clubs.” Fifteen minutes later the customer felt like they had a golf lesson – with clubs that would help improve the game. Sold!
Let’s take Todd’s question a bit further. The question is really a philosophy. There really isn’t a choice. The customer deserves to have both. We should be good “to” and “for” the customer. That is what Todd intends. Posing it as a question is only for the benefit of the customer.
In conclusion, don’t just take care of the customer. Help the customer. 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.
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, September 22, 2010
Loyalty Goes Both Ways
Shep Hyken – customer service motivational speaker, author, trainer, and expert – knows how to create loyal customers. In one of his Shepard Letters, his monthly newsletter, he provides another way in which to create those loyal customers- be loyal to them first!
We all want our customers to be loyal. So here is a thought:
In order to get your customers to be loyal to you, you need to be loyal to your customers.
Are you loyal to your customers? Do they know it? Do they feel it? What are you doing to prove it?
Loyalty is about creating value, building a strong relationship, developing trust, having an understanding of their business, knowing their wants and needs, making them feel special, letting them know you appreciate them – and much more.
While there may be lots of things you can do to prove your loyalty, it really isn’t that difficult. All of the above mentioned – and more – is just common sense. These are the things we should be doing for our customers. So, I have a little exercise/assignment for you to do. It shouldn’t take very long. Here it is:
Write down all of the things you think you are doing, or should be doing, to show your loyalty to your customers. You can start with the list above. Then add more. Be specific and write down how you are (or should be) doing it. Ask a few others what they think and add to the list. Pat yourself on the back for the ones you are doing already, and start doing the ones you aren’t.
That is it. A simple assignment on the surface that will hopefully bring you closer to understanding the value you are giving to your customers – as well as the loyalty you are showing them. After all, why should your customers be loyal to you, if you can’t prove your loyalty to them?
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
Shep Hyken – customer service motivational speaker, author, trainer, and expert – knows how to create loyal customers. In one of his Shepard Letters, his monthly newsletter, he provides another way in which to create those loyal customers- be loyal to them first!
We all want our customers to be loyal. So here is a thought:
In order to get your customers to be loyal to you, you need to be loyal to your customers.
Are you loyal to your customers? Do they know it? Do they feel it? What are you doing to prove it?
Loyalty is about creating value, building a strong relationship, developing trust, having an understanding of their business, knowing their wants and needs, making them feel special, letting them know you appreciate them – and much more.
While there may be lots of things you can do to prove your loyalty, it really isn’t that difficult. All of the above mentioned – and more – is just common sense. These are the things we should be doing for our customers. So, I have a little exercise/assignment for you to do. It shouldn’t take very long. Here it is:
Write down all of the things you think you are doing, or should be doing, to show your loyalty to your customers. You can start with the list above. Then add more. Be specific and write down how you are (or should be) doing it. Ask a few others what they think and add to the list. Pat yourself on the back for the ones you are doing already, and start doing the ones you aren’t.
That is it. A simple assignment on the surface that will hopefully bring you closer to understanding the value you are giving to your customers – as well as the loyalty you are showing them. After all, why should your customers be loyal to you, if you can’t prove your loyalty to them?
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, September 15, 2010
On Being “Real”
Shep Hyken – customer service motivational speaker, author, trainer, and expert – offers some advice to go into your motivational and self-improvement file from one of his Shepard Letters, his monthly newsletter, about being real.
I had just finished a speech. One of the audience members came up to talk to me. He said that his group has been fortunate to get to hear a lot of speakers, but seldom does he get to meet the speaker. He ended our conversation by saying, “Because I met you and shook your hand I’ll always remember your speech. It was real.”
He said it was real. What did that mean? Now, this wasn’t about me being some type of celebrity. I’m just a business speaker. I presented the speech well and had relevant material, but what happened after the speech is what made it “real.” All I did was make myself available after the speech to answer questions and talk to anyone who wanted to. Not a big deal, but it made impact. So, I’ve been thinking about what it is to be “real.”
As I think about my friends and colleagues who are successful, I see some commonalities about them. They are approachable and available. They have a bond with their customers as well as the people they work with. They create positive impact on others. They are “real.”
The secrets to being “real” are common sense. It takes some effort. Care about what you do. Be respectful to others. Make yourself approachable and available. Always be on time, even early. Be enthusiastic about who you are and what you do. Create positive impressions that are memorable and that garner respect, admiration and build confidence.
Most of all, recognize that every interaction you have is an opportunity to make positive impact on others – an opportunity to be and make an experience “real.”
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
Shep Hyken – customer service motivational speaker, author, trainer, and expert – offers some advice to go into your motivational and self-improvement file from one of his Shepard Letters, his monthly newsletter, about being real.
I had just finished a speech. One of the audience members came up to talk to me. He said that his group has been fortunate to get to hear a lot of speakers, but seldom does he get to meet the speaker. He ended our conversation by saying, “Because I met you and shook your hand I’ll always remember your speech. It was real.”
He said it was real. What did that mean? Now, this wasn’t about me being some type of celebrity. I’m just a business speaker. I presented the speech well and had relevant material, but what happened after the speech is what made it “real.” All I did was make myself available after the speech to answer questions and talk to anyone who wanted to. Not a big deal, but it made impact. So, I’ve been thinking about what it is to be “real.”
As I think about my friends and colleagues who are successful, I see some commonalities about them. They are approachable and available. They have a bond with their customers as well as the people they work with. They create positive impact on others. They are “real.”
The secrets to being “real” are common sense. It takes some effort. Care about what you do. Be respectful to others. Make yourself approachable and available. Always be on time, even early. Be enthusiastic about who you are and what you do. Create positive impressions that are memorable and that garner respect, admiration and build confidence.
Most of all, recognize that every interaction you have is an opportunity to make positive impact on others – an opportunity to be and make an experience “real.”
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, September 08, 2010
The Name Game
Shep Hyken – customer service motivational speaker, author, trainer, and expert – suggests a simple customer service tactic in one of his Shepard Letters, his monthly newsletter, that can change a customer’s whole experience with you. Just use their name!
Several months ago I was invited to a beautiful resort on an exotic island (Nevis) to present my program at a business meeting. As I walked off of the plane there was a representative from the travel company greeting me, holding a sign with my name. As soon as she identified me, she started using my name. She helped me get a cab and told the driver where to take me.
While we were driving to the airport the driver asked, "Where are you from, Mr. Hyken?" It wasn't the question that surprised me. It was that he used my name. We had a nice conversation on the way to the hotel.
Once at the hotel, the doorman greeted me by name. "Welcome to our hotel, Mr. Hyken." It was obvious that the woman at the airport informed someone I was on my way.
When I checked in the person didn't ask my name. She already had it.
The manager came out and introduced himself to me. He didn't have to ask my name. He already knew it.
On the way to my room, the bellman used my name.
I met the housekeeper later in the day. When she greeted me she asked if she was pronouncing my name properly.
Every time I walked through the lobby someone from the hotel staff acknowledged me by name. And, all of this started with the person who met me when I arrived at the airport. She had put the system to work by simply letting someone at the hotel know that I was on my way.
This was a great experience. I was truly impressed. I can't exactly describe how this constant use of my name made me feel, other than to say it was great. I felt more at home, more at ease, more comfortable – more of a guest than a customer.
It is obvious that the Four Seasons on Nevis has customer service down to an art. They are recognized as one of the top resort hotels in the world. It takes a lot of things, some big and some small, to be great. I would put using a customer's name down as small thing. It is almost just a detail. But, sometimes it is the smallest things that make the great ones great.
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
Shep Hyken – customer service motivational speaker, author, trainer, and expert – suggests a simple customer service tactic in one of his Shepard Letters, his monthly newsletter, that can change a customer’s whole experience with you. Just use their name!
Several months ago I was invited to a beautiful resort on an exotic island (Nevis) to present my program at a business meeting. As I walked off of the plane there was a representative from the travel company greeting me, holding a sign with my name. As soon as she identified me, she started using my name. She helped me get a cab and told the driver where to take me.
While we were driving to the airport the driver asked, "Where are you from, Mr. Hyken?" It wasn't the question that surprised me. It was that he used my name. We had a nice conversation on the way to the hotel.
Once at the hotel, the doorman greeted me by name. "Welcome to our hotel, Mr. Hyken." It was obvious that the woman at the airport informed someone I was on my way.
When I checked in the person didn't ask my name. She already had it.
The manager came out and introduced himself to me. He didn't have to ask my name. He already knew it.
On the way to my room, the bellman used my name.
I met the housekeeper later in the day. When she greeted me she asked if she was pronouncing my name properly.
Every time I walked through the lobby someone from the hotel staff acknowledged me by name. And, all of this started with the person who met me when I arrived at the airport. She had put the system to work by simply letting someone at the hotel know that I was on my way.
This was a great experience. I was truly impressed. I can't exactly describe how this constant use of my name made me feel, other than to say it was great. I felt more at home, more at ease, more comfortable – more of a guest than a customer.
It is obvious that the Four Seasons on Nevis has customer service down to an art. They are recognized as one of the top resort hotels in the world. It takes a lot of things, some big and some small, to be great. I would put using a customer's name down as small thing. It is almost just a detail. But, sometimes it is the smallest things that make the great ones great.
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, September 01, 2010
Problems are Opportunities to Show How Good You Are
Shep Hyken – customer service motivational speaker, author, trainer, and expert – understands that sometimes problems happen. In one of his Shepard Letters, his monthly newsletter, Shep shares a story about how a series of problems became opportunities and Moments of Magic™.
I recently completed a video project for a client. The director of the video crew discovered a mistake. It was pretty big. We had to re-shoot a number of scenes, which meant we had to create the set exactly as it was several days earlier. Because of this problem, I found out just how good he really was. Sure, I’ll use him again. Sure, I’ll recommend him if someone asks. But, I will also do one better. I’ll be his advocate. I’ll tell everyone about him – even if they don’t need to shoot a video. Why? Because he is excellent, not only at what he does, but how he treats people. He has become a benchmark as to how I would want to handle a customer/client problem.
Here is what happened. Two days after the video shoot he called me with the bad news. They had lost six of the scenes. He felt terrible, as he knew that even though he was willing to come back and re-shoot the scenes – at his expense – it would be a great inconvenience to me.
He truly was sorry and made me feel that he would do just about anything to make it up to me. The moment he knew there was a problem he informed me. He assured me he could create a set that would be identical in every way – light, sound, etc. – and that I had nothing to worry about. The only thing is that he was upset that I would be inconvenienced, as it would be several more hours of shooting.
He cared so much that by the time we finished our phone conversation I felt bad that he felt so bad.
Isn’t that the way it should be? Most of the people I do business with do what they are supposed to do, and when there is a problem they take care of it. I appreciate them, but this time it was different. There seemed to be an emotional hook. It is difficult to explain, but it is more than just doing the right thing for a customer. It is doing the right thing with empathy, sympathy, concern and care.
I’ve always preached that if you have a problem with a customer, usually all you have to do is take care of it quickly, with a sense of urgency and the right attitude to regain the confidence of the customer. But this was taking that concept to another level.
Let’s say that you have been doing business with someone for twenty years and there has never been a problem. Then one day it happens. Something goes wrong. There is a problem – a Moment of Misery™. Whatever it is, this is judgment day. This is your opportunity to earn the right to keep the business.
I’m happy to pay my video director/producer for the work that he does. I have always had confidence in his work. And, now I’m confident that he will stand behind his work 100%. Even more, if that were possible. He stakes his reputation on it. And, that is enough for me to recommend him to everyone. His name is John Baker. Most people call him “One Take Bake.” I’ll still call him that, even though this time we had to take two takes – HA! (One Take Bake can be reached at 314-984-8883.)
To close with a motivational quote…
“Success covers a multitude of blunders.”
-- George Bernard Shaw
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
Shep Hyken – customer service motivational speaker, author, trainer, and expert – understands that sometimes problems happen. In one of his Shepard Letters, his monthly newsletter, Shep shares a story about how a series of problems became opportunities and Moments of Magic™.
I recently completed a video project for a client. The director of the video crew discovered a mistake. It was pretty big. We had to re-shoot a number of scenes, which meant we had to create the set exactly as it was several days earlier. Because of this problem, I found out just how good he really was. Sure, I’ll use him again. Sure, I’ll recommend him if someone asks. But, I will also do one better. I’ll be his advocate. I’ll tell everyone about him – even if they don’t need to shoot a video. Why? Because he is excellent, not only at what he does, but how he treats people. He has become a benchmark as to how I would want to handle a customer/client problem.
Here is what happened. Two days after the video shoot he called me with the bad news. They had lost six of the scenes. He felt terrible, as he knew that even though he was willing to come back and re-shoot the scenes – at his expense – it would be a great inconvenience to me.
He truly was sorry and made me feel that he would do just about anything to make it up to me. The moment he knew there was a problem he informed me. He assured me he could create a set that would be identical in every way – light, sound, etc. – and that I had nothing to worry about. The only thing is that he was upset that I would be inconvenienced, as it would be several more hours of shooting.
He cared so much that by the time we finished our phone conversation I felt bad that he felt so bad.
Isn’t that the way it should be? Most of the people I do business with do what they are supposed to do, and when there is a problem they take care of it. I appreciate them, but this time it was different. There seemed to be an emotional hook. It is difficult to explain, but it is more than just doing the right thing for a customer. It is doing the right thing with empathy, sympathy, concern and care.
I’ve always preached that if you have a problem with a customer, usually all you have to do is take care of it quickly, with a sense of urgency and the right attitude to regain the confidence of the customer. But this was taking that concept to another level.
Let’s say that you have been doing business with someone for twenty years and there has never been a problem. Then one day it happens. Something goes wrong. There is a problem – a Moment of Misery™. Whatever it is, this is judgment day. This is your opportunity to earn the right to keep the business.
I’m happy to pay my video director/producer for the work that he does. I have always had confidence in his work. And, now I’m confident that he will stand behind his work 100%. Even more, if that were possible. He stakes his reputation on it. And, that is enough for me to recommend him to everyone. His name is John Baker. Most people call him “One Take Bake.” I’ll still call him that, even though this time we had to take two takes – HA! (One Take Bake can be reached at 314-984-8883.)
To close with a motivational quote…
“Success covers a multitude of blunders.”
-- George Bernard Shaw
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, July 14, 2010
Customer Service Training Tip - FAQ #9
How Do You Start A Customer Service Program?
This is the ninth 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.
What suggestions do you have to start a customer service program?
Again, I could write a book on this one question. Actually I have – a few of them! Seriously, I want to give you a simple answer. Go to the website www.CultOfTheCustomer.com. Download the forms and exercises. You will see the links on the left side of the page. These downloads are free. Take a look at the Touch Points Chain exercise. This exercise will help you identify the interactions you have with your customers.
A “Touch Point” is any point of interaction you have with a customer. There are several follow-up exercises that will help you develop strategies to enhance these “touch points.” This is a simple, effective and inexpensive way to get you thinking about how the customer perceives you and your company. Don’t be fooled by the simplicity. You could spend a day or more strategizing over the answers to these exercises.
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
How Do You Start A Customer Service Program?
This is the ninth 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.
What suggestions do you have to start a customer service program?
Again, I could write a book on this one question. Actually I have – a few of them! Seriously, I want to give you a simple answer. Go to the website www.CultOfTheCustomer.com. Download the forms and exercises. You will see the links on the left side of the page. These downloads are free. Take a look at the Touch Points Chain exercise. This exercise will help you identify the interactions you have with your customers.
A “Touch Point” is any point of interaction you have with a customer. There are several follow-up exercises that will help you develop strategies to enhance these “touch points.” This is a simple, effective and inexpensive way to get you thinking about how the customer perceives you and your company. Don’t be fooled by the simplicity. You could spend a day or more strategizing over the answers to these exercises.
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
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