Shep Hyken\'s Customer Service Blog

Below are blog posts, articles and tips focused on customer service and experience. To view just the articles (typically longer than a blog post), click here.

This week on our Friends on Friday guest blog post my colleague, Brie Tascione, writes about the importance of improving the customer experience in the healthcare industry to improve loyalty and reduce frustration. Any service industry today must keep up with the technological advances when communicating with their customers. – Shep Hyken Continue reading

Shai Berger on Improving Customer Support

Shep Hyken speaks with leader, innovator, call center educator, and co-founder and CEO of Fonolo, Shai Berger about improving customer support. They discuss some of the friction points customers have when dealing with companies, and Shai offers great tips and solutions for eliminating these pain points. Do you want to provide a better customer support experience? You should, and this episode of Amazing Business Radio will help you do just that!

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This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. When you customize or personalize the experience, even during the sales process, you are delivering a better level of service. – Shep Hyken Continue reading

three-words-to-describe-the-businessI’m very excited to share this concept with you, especially as we approach National Customer Service Week. If you’ve been following me for longer than a year, then you know that Customer Service Week is the first full week of October, and this year it’s October 3-7. So, as we approach this year’s customer focused holiday, I want you to consider working through an exercise that will help you create a better customer service experience. Continue reading

Bill Gessert Shares Tips to Make
National Customer Service Week a Success

Shep Hyken speaks with writer, speaker, and President of the International Customer Service Association (ICSA), Bill Gessert about National Customer Service Week. (This year the dates are October 3-7, 2016.) They discuss the background and history of this week, which includes a Presidential Proclamation, and discuss the importance of appreciating both your external and your internal customers (the people you work with). In addition to sharing ideas that your entire company can celebrate, they also provide great tips for making this special week successful. If you want to make your National Customer Service Week a success, you can’t miss this episode of Amazing Business Radio!
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Start Over From The BeginningCustomer Opportunity

Just last week I wrote an article about companies that ask customers to repeat their problems, account numbers and more. So consider this a follow-up to that article that approaches the subject from a completely different angle. For example, getting transferred from one customer service representative to the next and having to repeat the issue. Or when a customer is asked to use the touchpad on their phone to type in their account number, only to be asked for the same number when the customer support representative finally connects with the customer. Continue reading

Colin Shaw on Taking Your Customer Experience
to the Next Level

Shep Hyken speaks with founder and CEO of Beyond Philosophy and bestselling author, Colin Shaw. They discuss Colin’s new book “The Intuitive Customer: 7 Imperatives for Moving Your Customer Experience to the Next Level.” Colin shares tips to help you understand your customer’s behaviors and how you can use that to increase sales. Is customer service important to you? Is sales important to you? Then, this episode of Amazing Business Radio shouldn’t be missed!
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Repeat Your Account NumberCustomer Support

Have you ever called a company’s phone support number, talk to their customer service rep, have that rep transfer you to another person, only to have to repeat the story all over again? It gets even worse when you get transferred or call back a third or fourth time.

How about when you dial the company’s support number and the automated prompt asks you to put in your customer number. Then the customer support rep comes on and the first thing he or she asks you is, “What’s your customer number?” Continue reading

Adam ToporekAdam Toporek Shares Tips and Ideas on
How to Be Your Customer’s Hero

Shep Hyken speaks with fellow customer service expert, keynote speaker, and author, Adam Toporek. They discuss Adam’s new book, “Be Your Customer’s Hero: Real World Tips & Techniques for the Service Front Lines.” In addition, Adam shares seven service triggers that can ruin the customer’s experience and the importance of avoiding them. So, if you want to be your customer’s hero, don’t miss this episode of Amazing Business Radio.
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We can't do thatCustomer Service Training

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.” Continue reading

Jim Gilmore Shares Tips from His Latest Book,
“Look: A Practical Guide for Improving Your Observational Skills”

Shep Hyken speaks with James Gilmore, co-author of, “The Experience Economy,” one of the best business books of all-time. In this episode of Amazing Business Radio, Shep talks to Jim about his latest book, “Look: A Practical Guide for Improving Your Observational Skills.” Jim shares tips on improving your observational skills and how to gain different perspectives that will help you become more successful at work – and especially with what you do for your customers. You don’t want to miss Jim’s amazing insights!
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Don't Tell Me How To Do My JobEmpathy and Respect

Have you ever had a customer tell you how to do your job? While that hasn’t happened to me, I don’t think I would like it. But, what if the customer was right and the employee was wrong? What if the “suggestions” were valid, if not even the right way to get something done? Continue reading

Ted Rubin Reveals Tips on How to Build Customer Trust and Get a Return on Relationship (RonR)

 

Shep Hyken speaks with brand evangelist, social marketing strategist, and keynote speaker, Ted Rubin about branding, customer service, customer experience and, most important, building trust (with both employees and customers). Ted is one of the most influential CMO’s followed on social media and he provides us with great tips and ideas to help strengthen your “Return on Relationships” (#RonR). Business is all about trust, relationships, and the customer experience; so don’t miss this episode of Amazing Business Radio! Continue reading