It's Not My Fault, But It Is My Problem - To Solve
Shep Hyken - customer service motivational speaker, author, trainer and expert - shares a story in one of his Shepard Letters, his monthly newsletter, about how taking control of a problematic situation for a customer, be it your fault or not, has the opportunity to turn a satisfied customer into a customer evangelist!
I love watching accountability in action. Just last week I was staying at a great hotel, the Embassy Suites, in Portland, OR. The next morning I had to leave quickly after my meeting to get to the airport. Because there wasn’t a taxi stand at the hotel, it could take ten or fifteen minutes to get a taxi, so the doorman suggested I arrange for the taxi to be waiting at a specific time.
When I walked out of the hotel at the arranged time, there wasn’t a taxi waiting. The doorman called the taxi-cab company to see how long it would be. He told me it could be ten minutes. This gentleman knew I was concerned about getting to the airport on time to make my flight. That’s when he said, “Don’t worry, I’ll take you. Wait right here.” Within moments, he drove up and off we went.
First, the hotel was not obligated to take me to the airport. They typically don’t make “airport runs.” It wasn’t the doorman’s fault that my cab didn’t show up, but he accepted the responsibility to take care of my problem.
That’s accountability! Taking ownership of the situation, whether it be good or bad.
I’ve written about this before. It is like the shipment we sent to a client that never arrived. We get the call from the client. Hey, we shipped it. It’s not our fault. But, I would never tell that to the client. I would simply say, we’ll take care of it, and then we find out what happened. It’s not our fault, but it is our problem – to solve!
Accountability can create customer confidence, and confidence can lead to loyalty.
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, August 25, 2010
Wednesday, August 18, 2010
Create a Unique Experience
All businesses have similar issues. Many compete head to head, trying to outdo one another. But at the end of the day, people do business with people, and employees can create a success or, unfortunately, a failure.
So, let’s say we have the amenities for our customers, whatever they might be for whatever business you are in. And, let’s say you have great people doing great things for your customers and clients. What else can we do? Well, let’s go back to the hotel industry because once again, they are a perfect example of what needs to be done. It is simple. Create an experience, but one that is different.
The Hard Rock Hotel, an upscale hotel chain, is a great example. Beyond great service and a visual theme throughout their hotels, they pipe in rock and roll music. This is really an over simplification of their concept. They go beyond the unique atmosphere and ultimately create a rock and roll experience.
In New York City there is a unique hotel called The Library Hotel. The floors and rooms tie into the Dewy Decimal System, and depending on what floor or room you are in, you will have a different experience.
The Hotel Fox in Denmark creates a unique experience for their guests. Every one of their rooms has been designed by a different artist. When a guest checks in, they are given a virtual tour on a computer of the different rooms that are available. Then the guest chooses the room that is most appealing.
You don’t have to own a hotel to do this. A friend of mine is an industrial sales rep and performs magic tricks for his customers. Every time he sees his customers he has a new trick, and they love him. A pediatrician blows up balloon animals for his patients, which makes going to the doctor not such a scary thing. A dentist puts high-end music headphones on his patients to help them relax. A hardware store that is open early in the morning for their contractors offers a continental breakfast and coffee. A grocery store chain has miniature carts so kids can push a little cart around as they follow their parents up and down the aisles of the store.
Having high quality products or services is important. And when you combine that with delivering outstanding service, you have a winning combination. Then, take it to the next level by creating an experience. But you can even go a step further, and that is to make the experience unique. Be different!
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 – brings up examples of creating unique experiences for your customers in a Shepard Letter, his monthly newsletter, and also how to capitalize on your differences.
In the past I’ve written about hotels and specifically about amenity wars. This is where one hotel comes out with a better bed – such as Westin’s Heavenly Bed. It gives them a competitive edge for a while, but eventually other hotels catch on and compete head to head. Eventually these amenities don’t make the difference anymore. At a certain point, no matter how big the rooms are, or how plush the bed is or how nice the chocolates are on the pillows, it comes down to the people making the difference. The staff can make or break it for the hotel.All businesses have similar issues. Many compete head to head, trying to outdo one another. But at the end of the day, people do business with people, and employees can create a success or, unfortunately, a failure.
So, let’s say we have the amenities for our customers, whatever they might be for whatever business you are in. And, let’s say you have great people doing great things for your customers and clients. What else can we do? Well, let’s go back to the hotel industry because once again, they are a perfect example of what needs to be done. It is simple. Create an experience, but one that is different.
The Hard Rock Hotel, an upscale hotel chain, is a great example. Beyond great service and a visual theme throughout their hotels, they pipe in rock and roll music. This is really an over simplification of their concept. They go beyond the unique atmosphere and ultimately create a rock and roll experience.
In New York City there is a unique hotel called The Library Hotel. The floors and rooms tie into the Dewy Decimal System, and depending on what floor or room you are in, you will have a different experience.
The Hotel Fox in Denmark creates a unique experience for their guests. Every one of their rooms has been designed by a different artist. When a guest checks in, they are given a virtual tour on a computer of the different rooms that are available. Then the guest chooses the room that is most appealing.
You don’t have to own a hotel to do this. A friend of mine is an industrial sales rep and performs magic tricks for his customers. Every time he sees his customers he has a new trick, and they love him. A pediatrician blows up balloon animals for his patients, which makes going to the doctor not such a scary thing. A dentist puts high-end music headphones on his patients to help them relax. A hardware store that is open early in the morning for their contractors offers a continental breakfast and coffee. A grocery store chain has miniature carts so kids can push a little cart around as they follow their parents up and down the aisles of the store.
Having high quality products or services is important. And when you combine that with delivering outstanding service, you have a winning combination. Then, take it to the next level by creating an experience. But you can even go a step further, and that is to make the experience unique. Be different!
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
Thursday, August 12, 2010
Customer Service Spin on JetBlue Flight Attendant
Customer Service comes to the surface of major airline as news headlines focus on JetBlue flight attendant Steven Slater. It appears he’d “had enough” with his job and decided to exit in grand style. After an argument with a passenger where curse words were exchanged, he grabbed a couple of beers, announced on the loud speaker system that he’d had it, opened a door and slid down the emergency chute.
Public response to Mr. Slater’s behavior has been interesting. He’s been applauded by some for his actions and has become somewhat of a hero to many who’ve wanted to exit their jobs in similar fashion.
Here’s my take: Shame on Mr. Slater. His behavior was everything but professional. I’m not saying the passenger was right. On the contrary, the passenger was 100% wrong. Still, no excuse for Mr. Slater to have reacted in the unprofessional manner he did. How should someone react in this type of situation? In a way that brings dignity and respect to both him/herself and the company he/she represents.
I preach that the customer is NOT always right. I usually follow up this line with, “So let the customer be wrong with dignity and respect.” However, when the customer is so wrong, the dignity and respect has to come back to the employee and the company.
So decide if the customer is worth keeping. If not, “fire” the customer. I would imagine that if Mr. Slater would have had the belligerent customer taken off the plane by the captain or a gate agent, he might have still received applause – from passengers who were impressed with how he handled the situation. That’s 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 call (314) 692-2200 (Email: shep@hyken.com – 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
Customer Service comes to the surface of major airline as news headlines focus on JetBlue flight attendant Steven Slater. It appears he’d “had enough” with his job and decided to exit in grand style. After an argument with a passenger where curse words were exchanged, he grabbed a couple of beers, announced on the loud speaker system that he’d had it, opened a door and slid down the emergency chute.
Public response to Mr. Slater’s behavior has been interesting. He’s been applauded by some for his actions and has become somewhat of a hero to many who’ve wanted to exit their jobs in similar fashion.
Here’s my take: Shame on Mr. Slater. His behavior was everything but professional. I’m not saying the passenger was right. On the contrary, the passenger was 100% wrong. Still, no excuse for Mr. Slater to have reacted in the unprofessional manner he did. How should someone react in this type of situation? In a way that brings dignity and respect to both him/herself and the company he/she represents.
I preach that the customer is NOT always right. I usually follow up this line with, “So let the customer be wrong with dignity and respect.” However, when the customer is so wrong, the dignity and respect has to come back to the employee and the company.
So decide if the customer is worth keeping. If not, “fire” the customer. I would imagine that if Mr. Slater would have had the belligerent customer taken off the plane by the captain or a gate agent, he might have still received applause – from passengers who were impressed with how he handled the situation. That’s 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 call (314) 692-2200 (Email: shep@hyken.com – 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, August 11, 2010
Bad Rules
Shep Hyken - customer service motivational speaker, author, trainer and expert – tells a funny story in the Shepard Letters, his monthly newsletter, where the rules overpowered common sense and left a customer unsatisfied with their experience.
Recently I took my wife to one of St. Louis’s hottest new restaurants. This place is always busy and it is hard to get a reservation. On this particular Saturday night they were extremely busy. On our way out I told my wife to stay in the restaurant, where it was warm, while I went outside to give the parking attendant the ticket to get our car. I then wanted to go back inside to wait with my wife while the valet went to get the car. One problem. The doorman wouldn’t let me back in the restaurant. The manager had decided that it was too crowded in the restaurant, so no one would be allowed in until people had left.
I pleaded with the “guard” at the door that I had just came out to give my ticket to the valet parking attendant and that my wife was waiting inside for me to get her. I even tried to get him to look at my credit card receipt. His response, “I’m just doing what they (the management) told me to do.”
I told him that was ridiculous. Eventually my car arrived and my wife, being far more intelligent than the guy guarding the door, knew to come outside. As we drove away I told her the story. It was so ridiculous, that we actually had a bit of a laugh over it.
A couple of thoughts… First, I knew why the management of the restaurant had made the request not to let more people into the restaurant. So did the guy guarding the door. The place was crowded.
Second, did management ever think that my particular situation would happen? Probably not. I’m not referring to me walking out to get my car and wanting to go back in to get my wife. I’m referring to management ever thinking that the doorman might take the request so literally that they wouldn’t let customers back in.
Do you or your company have rules and policies that customers might think of as dumb, ridiculous or inconvenient? Do the people you work with understand the concept of the rules and policies, or can they be misunderstood to a point of ruining a customer’s experience? Put another way…
What have you done to get in the way of success?
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 – tells a funny story in the Shepard Letters, his monthly newsletter, where the rules overpowered common sense and left a customer unsatisfied with their experience.
Recently I took my wife to one of St. Louis’s hottest new restaurants. This place is always busy and it is hard to get a reservation. On this particular Saturday night they were extremely busy. On our way out I told my wife to stay in the restaurant, where it was warm, while I went outside to give the parking attendant the ticket to get our car. I then wanted to go back inside to wait with my wife while the valet went to get the car. One problem. The doorman wouldn’t let me back in the restaurant. The manager had decided that it was too crowded in the restaurant, so no one would be allowed in until people had left.
I pleaded with the “guard” at the door that I had just came out to give my ticket to the valet parking attendant and that my wife was waiting inside for me to get her. I even tried to get him to look at my credit card receipt. His response, “I’m just doing what they (the management) told me to do.”
I told him that was ridiculous. Eventually my car arrived and my wife, being far more intelligent than the guy guarding the door, knew to come outside. As we drove away I told her the story. It was so ridiculous, that we actually had a bit of a laugh over it.
A couple of thoughts… First, I knew why the management of the restaurant had made the request not to let more people into the restaurant. So did the guy guarding the door. The place was crowded.
Second, did management ever think that my particular situation would happen? Probably not. I’m not referring to me walking out to get my car and wanting to go back in to get my wife. I’m referring to management ever thinking that the doorman might take the request so literally that they wouldn’t let customers back in.
Do you or your company have rules and policies that customers might think of as dumb, ridiculous or inconvenient? Do the people you work with understand the concept of the rules and policies, or can they be misunderstood to a point of ruining a customer’s experience? Put another way…
What have you done to get in the way of success?
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, August 04, 2010
Ask the Extra Question(s)
Shep Hyken - customer service motivational speaker, author, trainer and expert – recounts a funny story from the Shepard Letter, his monthly newsletter, which as amusing as it may be, has a serious message behind the humor about asking questions.
As you may have read in past Shepard Letter articles, I believe that communication is the cornerstone to good customer and employee relationships. One of my favorite strategies is to “Ask the extra question.” This ensures you have a better understanding of what your customer wants and expects. Here is something that happened to me and my colleagues at a recent meeting in Washington, DC.
We decided to have lunch at a pub. The menu had a number of great looking appetizers. Along with our lunch entrees, we ordered several of them. One of the appetizers was mini-hamburgers; three to an order. Well, there were seven of us. I nicely asked the server that since there were three to an order, and there were seven of us, could they make seven and just charge us for it. He said, “No problem.”
Out came the appetizers. There were chicken wings, nachos and… seven orders of mini-hamburgers. Not seven burgers, but seven orders of burgers. That’s 21 burgers total. At first we were shocked. The server, with an embarrassing look on his face said, “It did seem like you were ordering too much food.”
So, why didn’t he ask us about it? He admitted it didn’t seem right. No, he didn’t ask the extra question, and we ended up boxing up 15 hamburgers. The good news is that there were some homeless people in the park across the street that had a nice lunch, thanks to our server’s lapse in common sense.
The Lesson: Sometimes people say something and mean something else. Or, you may simply not understand someone. Avoid problems. Avoid confusion. Most important, avoid letting down a customer. Ask the extra question(s).
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 – recounts a funny story from the Shepard Letter, his monthly newsletter, which as amusing as it may be, has a serious message behind the humor about asking questions.
As you may have read in past Shepard Letter articles, I believe that communication is the cornerstone to good customer and employee relationships. One of my favorite strategies is to “Ask the extra question.” This ensures you have a better understanding of what your customer wants and expects. Here is something that happened to me and my colleagues at a recent meeting in Washington, DC.
We decided to have lunch at a pub. The menu had a number of great looking appetizers. Along with our lunch entrees, we ordered several of them. One of the appetizers was mini-hamburgers; three to an order. Well, there were seven of us. I nicely asked the server that since there were three to an order, and there were seven of us, could they make seven and just charge us for it. He said, “No problem.”
Out came the appetizers. There were chicken wings, nachos and… seven orders of mini-hamburgers. Not seven burgers, but seven orders of burgers. That’s 21 burgers total. At first we were shocked. The server, with an embarrassing look on his face said, “It did seem like you were ordering too much food.”
So, why didn’t he ask us about it? He admitted it didn’t seem right. No, he didn’t ask the extra question, and we ended up boxing up 15 hamburgers. The good news is that there were some homeless people in the park across the street that had a nice lunch, thanks to our server’s lapse in common sense.
The Lesson: Sometimes people say something and mean something else. Or, you may simply not understand someone. Avoid problems. Avoid confusion. Most important, avoid letting down a customer. Ask the extra question(s).
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 28, 2010
No Brown M&M’s
Details are important. Shep Hyken – customer service motivational speaker, author, trainer, and expert – shares a funny story from one of his Shepard Letters, his monthly newsletter, about paying attention to details to enhance your customer’s experience.
Perhaps you have heard the story of the rock stars who wanted a bowl of M & M’s in their dressing room – and requested that all the brown ones be removed. One might call this request… extreme, difficult or maybe even eccentric. And, is the story even true?
Yes, it turns out the story is true. The band was Van Halen, and the request was anything but extreme, difficult or eccentric.
Many performers’ contracts include a rider, which indicates all of the specific requests to ensure the show will go well. A rider can include dozens, if not hundreds of requests. Van Halen put the “no brown M & M’s” request in to see if the people working the show were paying attention to the details. The thought was that if they didn’t take out the brown M & M’s, what else did they miss? They weren’t being difficult. They had created a system that checked (and hopefully confirmed) that the crews they worked with in each city were paying close attention to details. They wanted their fans to experience a perfect show.
LESSON: Create a system that checks and confirms that employees and vendors are managing the details. Paying attention to the details can help ensure a flawless customer experience.
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
Details are important. Shep Hyken – customer service motivational speaker, author, trainer, and expert – shares a funny story from one of his Shepard Letters, his monthly newsletter, about paying attention to details to enhance your customer’s experience.
Perhaps you have heard the story of the rock stars who wanted a bowl of M & M’s in their dressing room – and requested that all the brown ones be removed. One might call this request… extreme, difficult or maybe even eccentric. And, is the story even true?
Yes, it turns out the story is true. The band was Van Halen, and the request was anything but extreme, difficult or eccentric.
Many performers’ contracts include a rider, which indicates all of the specific requests to ensure the show will go well. A rider can include dozens, if not hundreds of requests. Van Halen put the “no brown M & M’s” request in to see if the people working the show were paying attention to the details. The thought was that if they didn’t take out the brown M & M’s, what else did they miss? They weren’t being difficult. They had created a system that checked (and hopefully confirmed) that the crews they worked with in each city were paying close attention to details. They wanted their fans to experience a perfect show.
LESSON: Create a system that checks and confirms that employees and vendors are managing the details. Paying attention to the details can help ensure a flawless customer experience.
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 21, 2010
Customer Service Training Tip - FAQ #10
Customer Service Program Engagement
This is the final blog 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.
As you may already know, I asked subscribers to my newsletter (The Shepard Letter) to send in their most important customer service questions. Thus, I have created this list of 10 frequently asked questions. A large percentage of the questions that came in focused on employee engagement, and I have already posted this list once. That is how important employee engagement is! So, how do you get employees engaged in your process, beliefs, mission, vision, etc.? Or better put:
How do we get our employees to engage in a customer service program?
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.
Please share with us your answer or comments to the above question.
That’s the end of the Frequently Asked Questions blog series. Next week, we start the Should Ask Questions series! 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
Customer Service Program Engagement
This is the final blog 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.
As you may already know, I asked subscribers to my newsletter (The Shepard Letter) to send in their most important customer service questions. Thus, I have created this list of 10 frequently asked questions. A large percentage of the questions that came in focused on employee engagement, and I have already posted this list once. That is how important employee engagement is! So, how do you get employees engaged in your process, beliefs, mission, vision, etc.? Or better put:
How do we get our employees to engage in a customer service program?
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.
Please share with us your answer or comments to the above question.
That’s the end of the Frequently Asked Questions blog series. Next week, we start the Should Ask Questions series! 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
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
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
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