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
Wednesday, July 14, 2010
Wednesday, July 07, 2010
Customer Service Training Tip - FAQ #8
Social Media & Customer Service
This is the eighth 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.
I keep hearing about social media being big for customer service. How can I use social media to enhance my service?
Social media is a rage these days. For example, you hear about companies using Twitter to learn about their happy and dissatisfied customers. Here are several thoughts:
Yes, you should have a Twitter account. For those who don’t know, Twitter lets you post a short message that can potentially be broadcast to the entire world. Once you sign up you can do a search for any postings that include your company’s name. If there are any out there you can read them and respond appropriately.
What about Facebook? Companies are creating value for their customers by setting up Facebook groups where customers can have on-line conversations about all kinds of topics you feel are important.
Hosting a Blog allows you to share information about your products and services to the world. Don’t create blatant promotion. Give away great ideas and advice.
In the three ideas above – or any social media strategy – you must offer value to your customers. If you give away valuable tips and advice about how to use your products and services, you will start to attract followers, who if they aren’t already your customers, will hopefully be soon.
Part of great customer service is creating exceptional value beyond just the product or service you sell. Social media is a great way to accomplish this.
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
Social Media & Customer Service
This is the eighth 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.
I keep hearing about social media being big for customer service. How can I use social media to enhance my service?
Social media is a rage these days. For example, you hear about companies using Twitter to learn about their happy and dissatisfied customers. Here are several thoughts:
Yes, you should have a Twitter account. For those who don’t know, Twitter lets you post a short message that can potentially be broadcast to the entire world. Once you sign up you can do a search for any postings that include your company’s name. If there are any out there you can read them and respond appropriately.
What about Facebook? Companies are creating value for their customers by setting up Facebook groups where customers can have on-line conversations about all kinds of topics you feel are important.
Hosting a Blog allows you to share information about your products and services to the world. Don’t create blatant promotion. Give away great ideas and advice.
In the three ideas above – or any social media strategy – you must offer value to your customers. If you give away valuable tips and advice about how to use your products and services, you will start to attract followers, who if they aren’t already your customers, will hopefully be soon.
Part of great customer service is creating exceptional value beyond just the product or service you sell. Social media is a great way to accomplish this.
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 30, 2010
Customer Service Training Tip - FAQ #7
How To Deal With Unreasonable Customers
This is the seventh 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 happens if a customer just isn’t being reasonable?
That happens. Sometimes customers aren’t reasonable. Sometimes it seems that no matter what you offer to do, the customer isn’t going to be happy. One technique we teach is to reverse the situation. This has to be set up properly. Ask the customer, “If you were me, working for this company, and I came to you with this situation, what would you do for me?” Ask the customer to be realistic. Remind him/her that you’re reversing roles. If it has gotten to this point you have probably already shared ideas or alternative solutions.
In the end, the customer may not be reasonable. Ask yourself, “Is this a customer worth keeping.” If so, do what you have to do. If not, this may be a good time to nicely help them learn about other options for getting what they want – such as the competition.
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 To Deal With Unreasonable Customers
This is the seventh 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 happens if a customer just isn’t being reasonable?
That happens. Sometimes customers aren’t reasonable. Sometimes it seems that no matter what you offer to do, the customer isn’t going to be happy. One technique we teach is to reverse the situation. This has to be set up properly. Ask the customer, “If you were me, working for this company, and I came to you with this situation, what would you do for me?” Ask the customer to be realistic. Remind him/her that you’re reversing roles. If it has gotten to this point you have probably already shared ideas or alternative solutions.
In the end, the customer may not be reasonable. Ask yourself, “Is this a customer worth keeping.” If so, do what you have to do. If not, this may be a good time to nicely help them learn about other options for getting what they want – such as the competition.
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 23, 2010
Customer Service Training Tip - FAQ #6
Handling Customer Complaints
This is the sixth 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 is the best way to handle a customer complaint?
There are entire books written with numerous techniques on how to handle complaints. Still, I have a quick answer. What you do to fix a customer’s problem or complaint is not as important as the ultimate goal, which is to re-establish the customer’s confidence.
My simple formula has three parts:
1. Fix what needs fixing. It really doesn’t even matter how, as long as it is fixed.
2. Do it with the right attitude; one with ownership and accountability.
3. Do it fast. Urgency is of the utmost importance.
As long as you are not a company or organization that is constantly having problems, the above formula will help re-establish customer confidence most of the time. Their trust in you will get them to come back, and their trust will grow when you can take a bad situation and turn it around for them (and for you)!
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
Handling Customer Complaints
This is the sixth 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 is the best way to handle a customer complaint?
There are entire books written with numerous techniques on how to handle complaints. Still, I have a quick answer. What you do to fix a customer’s problem or complaint is not as important as the ultimate goal, which is to re-establish the customer’s confidence.
My simple formula has three parts:
1. Fix what needs fixing. It really doesn’t even matter how, as long as it is fixed.
2. Do it with the right attitude; one with ownership and accountability.
3. Do it fast. Urgency is of the utmost importance.
As long as you are not a company or organization that is constantly having problems, the above formula will help re-establish customer confidence most of the time. Their trust in you will get them to come back, and their trust will grow when you can take a bad situation and turn it around for them (and for you)!
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 16, 2010
Customer Service Training Tip - FAQ #5
The Cost of Good Customer Service
This is the fifth 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 much does it cost to deliver good customer service?
The question should actually be how much does it cost to deliver bad customer service? Bad customer service leads to low or no repeat business, no or poor word of mouth, morale issues inside the company and more.
There is a cost to delivering good service. Sometimes it does cost more to deliver value. It also costs to train employees. Yet, usually the cost is far less than the cost of not providing a good and value-added experience for the reasons listed above.
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
The Cost of Good Customer Service
This is the fifth 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 much does it cost to deliver good customer service?
The question should actually be how much does it cost to deliver bad customer service? Bad customer service leads to low or no repeat business, no or poor word of mouth, morale issues inside the company and more.
There is a cost to delivering good service. Sometimes it does cost more to deliver value. It also costs to train employees. Yet, usually the cost is far less than the cost of not providing a good and value-added experience for the reasons listed above.
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
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
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 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
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