On this page you will find links to "back issue" Shepard Letter
articles. Typically, these are short articles, tips or stories that can
relate to just about anybody in any business. Many of these
articles focus on customer service, customer loyalty, customer
relations and more. You are welcome to reprint these
articles for your organization to use in your publication to
members and employees. Feel free to do minor edits and
customize the articles to meet your specific needs. If you would
like to discuss any major changes, please give us a call. Also,
please send us a copy of your publication when you include the
articles. Our mailing address and contact information are below.
If you would like to have a copy of over 100 past Shepard Letter
articles (along with many others) in a PDF format, please fill out
the form below and we will email them to you immediately.
IMPORTANT! While Shep Hyken retains the copyright to all
articles, you may use them in your publication as long as you
include the following bio and contact information after each
article. Thank you!
Shep Hyken, CSP, CPAE is a professional speaker and 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 presentations, (including
his customer service speaking programs) and knowledge
products please contact (314) 692-2200. Email: shep@hyken.
com Web: www.hyken.com
To view articles, just click on the links below.
1. Do What Is Not Expected
2. No Mistakes – It Is Just A Goal
3. Organization Helps Avoid Procrastination
4. Treat Employees Like They Are the Customer
5. Would You Recommend Your Competition?
6. Recovery
7. Benchmarking
8. Opportunity
9. Win Your Customers
10. Are You Easy?
11. Advocacy
12. Don't "Gap Out"
13. Follow-through Builds Customer Confidence
14. Give a Command Performance
15. Operations Focused Versus Customer Focused
16. Business As Usual
17. The "ER" Strategy
18. The Executive Carwash
19. The Appreciation Call
20. Be Proactive
21. More On Proactive Service
22. More On "Wow"
23. The Valentine Obligation
24. Create Value
25. Be Customer Focused
26. Learn From Being Wrong
27. Develop a Convenience Strategy
28. Always Respect People – No Matter What!
29. Be a Creative Problem Solver
30. Doing One Thing Right Is Good. Lots of Things Right Is Better!
31. Help Others and You Will Get What You Want
32. A Tale of Excellent Service
33. It Is the Thought That Counts
34. Flexibility
35. Trust Your Customers
36. Problems Can Get Customers To Return
37. It Is About the Experience
38. Think Strategic
39. Body Share
40. Loyalty Goes Both Ways
41. Keep In Touch
42. Expertise Marketing
43. Negative Thinking Can Be Good
44. Some Goal Setting Basics
45. The Art of Recovery
46. Empowerment Leads To Great Service
47. Give It Away
48. I Thought Cash Was King
49. Another Tale of "Wow"
50. The Five Levels of Service
51. The Five Levels of Service - Part Two
52. Human Free Service
53. Don’t “Nickel and Dime” Me!
54. Don’t Just Meet Expectations – Exceed Them
55. Are You an Expert?
56. Exploiting Your Expertise
57. Be Loyal To Your Customers
58. We Can Learn a Lot From The Guy Who Parks Cars
59. Confirmation Turns Into Confidence
60. Problems Are Opportunities To Show How Good You Are
61. Communication Helps Avoid Problems
62. Two Sides of Service
63. Give More Than They Expect
64. Be Good For Your Customer
65. Your Top Ten Reasons
66. The Honeymoon Should Never Be Over
67. Your Awesome Responsibility
68. On Duty While You Are Off Duty
69. The Gap
70. The Name Game
71. The Amenity Wars Are Back
72. Technology Can Enhance Customer Service and Sales
73. Creating Memorable Service
74. A For Effort, F For Execution
75. Customer Service, Customer Care - What's the Difference?
76. Customers Want an Experience
77. You're Not In My Station
78. Treat the Person, Not the Disease
79. On Being Real
80. Create a Unique Experience
81. Bad Rules - Rules That Get In the Way of Success
82. Bad Rules Part Two - How To Say "No"
83. Small Details Make a Difference
84. A Tale of Two Customer Service Reps
85. Having a Bad Day?
86. This Call May Be Recorded For Quality Assurance
87. Notice of Suspension
88. Watch My Back
89. Stepford Service
90. If Everybody Knows, Then Why Don't They Do It
91. It's Not Mind Reading
92. Great Service Can Be Your Best Sales Strategy
93. The Opposite of the Golden Rule
94. Service with Integrity
95. Loyalty Equals Service Plus Confidence
96. Four Valuable Lessons We Can Learn From the Airlines
97. April is International Customer Loyalty Month
98. The Numbers Don't Lie
99. Do You Know Your Customer Service Numbers?
100. Sometimes It Is Called Customer Service
101. Would Your Customers Recommend You?
102. It's Not My Fault, But It Is My Problem - To Solve
103. Partial Customer Satisfaction
104. Manage the Details
105. The Employee Loyalty Formula
106. Employee Loyalty Leadership
107. Mundane to Magic
108. Anti-NO
109. What Matters Most
110. Front End Alignment
111. Wow the Employee - Wow the Customer
112. Selling Me More Is Good Customer Service
113. It Did Not Have To Be There Overnight, But It Was
114. Customer Service Recovery
115. The On-Line Customer Service Experience
116. The Customer Service Bill of Rights
117. Sell the Sizzle AND the Steak
118. Humor Can Help Reinforce Rules
119. Ask the Extra Question(s)
120. My Last Lecture
121. Unconditional Customer Service - In Good Times and Bad
122. Customer Service Tips That Work In a Down Economy
123. Lessons From "The Cult of the Customer"
124. Customer Service Rules - The Numbers Prove It
125. Rough Economy Creates Good Customer Service Practices
126. Constantly Upgrade
127. Starting Over
128. The Cult of Atrocity
129. Accelerator Questions
130. Customer Service Is a Team Effort
131. Service with a Smile
132. No Brown M & M's
133. A Short Lesson about Rules
134. Appreciation Letters Make Great Training Exercise
135. Old Milt Linder (A Great Example of Customer Service)
136. The Five Accountabilities
137. Ten Compelling Reasons to Deliver Amazing Customer Service
138. Ten MORE Reasons to Deliver Amazing Customer Service
Shep Hyken, CSP, CPAE
Shepard Presentations, LLC
711 Old Ballas Rd., Suite 215
St. Louis, MO 63141
(314)692-2200 || Fax: (314)692-2222
shep@hyken.com || http://www.hyken.com
Copyright © 2003-2010 by Shep Hyken, CSP, CPAE and Shepard Presentations, LLC
Shep Hyken has been writing business articles since 1983. Included in
The Shepard Letter are customer service articles, customer loyalty
articles, motivational articles, business tips and more. The Shepard
Letter is written approximately once a month and is distributed via
email. Feel free to email your comments and questions.
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| Shep Hyken: Customer Service Speaker and Expert. Providing programs on amazing customer service, customer loyalty, internal service and more. |
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