10 Words and Phrases Customers Hate to Hear
Shep Hyken looks at some of the most common words and phrases that are guaranteed to get customers rattled..
Shep Hyken
The 25 Dollar Customer Mistake
The story of how a customer was almost lost over a very small fee that in the long term could have cost a lot more..
5 Ways to Ensure Your Customer Service Is a Hit This Year
Shep Hyken offers some solid tips to ensure your customer service takes off in the coming year..
How to Get More Customers to Take Your Surveys
If you want to boost your customer survey response rate there are two important factors to consider. Shep Hyken explains..
Customer Service Tip: The Power of Observation
Sometimes it’s what a customer doesn’t do or doesn’t say that gives you the opportunity to create an amazing customer service experience..
Customer Service Week 2017: How to Make a Difference
It’s National Customer Service Week from 2nd to 6th October. This year, Shep Hyken invites you to take a different approach..
Fix Your Processes to Avoid Moments of Misery
How many processes in your business can, because of human error, cause a Moment of Misery? Shep Hyken explores how some customer complaints can be avoided by making common-sense changes..
Big Candy Customer Service: What’s Your Hook?
I love when great hotels offer nice amenities. Some include a newspaper in the morning, complimentary bottles of water, a piece of chocolate on the nightstand—you get the idea..
Lose the Customer’s Confidence and You Lose the Customer
Following a poor customer service experience with his bank, Shep Hyken discusses the importance of customer confidence..
Lessons Learned for Proactive Customer Service
Shep Hyken reflects on some lessons learned from an encounter with a proactive customer service coordinator..
4 Words You Should Never Hear in Customer Service
It happens all of the time. A customer makes some kind of special request. It’s not that it is all that special. It’s just not the norm. And, the first response from the employee is, “We can’t do that.”
6 Reasons Why You Should Never Lie to a Customer
Shep Hyken reflects on poor service in a local restaurant and explains why honesty is always the best customer service policy..
5 Reasons Companies Fail at Customer Service
There are a number of reasons why companies fail at customer service. Sometimes it’s not what you are supposed to do, but what you should avoid doing..
3 Things to Learn from this Amazing Customer Service Story
A recent segment on the CBS Sunday Morning show had an amazing customer service story. Shep Hyken shares the experience and highlights three things we can learn from it..
Dare to Care: Why You Can’t Script Sincerity in Customer Service
Learn why your customer service team must have empathy, sympathy, patience, tolerance, understanding, passion and, of course, sincerity..
How to Provide a Better Customer Experience by Going the Extra Mile
Shep Hyken looks at the simple concept of going the extra mile—giving customers more than were hoping to get..
Do You Know Your Customer’s Lifetime Value?
A recent study said that four in 10 senior executives in large companies don’t know the lifetime value of their customers. Surprised? Here are six steps to understanding and applying a customer’s lifetime value..
Are Your Prices Customer Friendly?
Do you offer customer-friendly pricing? Or, are your customers surprised to find that fees, surcharges or other costs have been added to their bill and that their total cost is more than they expected?
Sell the Customer Service Experience, Not the Method Behind It
The connection between customer service and marketing is undeniable. So if you deliver good customer service, let people know as part of your marketing efforts. You can expect an effortless marketing boost as well, as happy customers talk to their friends about their experience..