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.

We must always be honest with our customers. Even if it is something the customer doesn’t want to hear.

Many of you will be able to relate to this. My wife holds up two pairs of shoes and asks me, “Which pair of  shoes do you like better?” I know I’m in trouble. Is she really interested in my opinion? Or is it a trick question? In her mind she already knows the answer. She just wants me to confirm the answer. I have a 50/50 chance of giving her the correct response. And, even if I choose the correct pair of shoes, she is going to wonder why I didn’t choose the other. Only one other question she asks could get me in more trouble: “Does this dress look good on me?” But at least she didn’t ask, “Does this dress make my butt look big?” Although she just might as well have. Continue reading

Every week, I’m asked, “What is changing in customer service?” The expected answer is that I’ll talk about all the new ways customer service and support is conducted – and I do. There’s self-service solutions that include robust frequently asked questions and video. There’s social media customer service with multiple channels like Facebook and Twitter. And, AI (Artificial Intelligence) that the experts – myself included – say will potentially change everything. Continue reading

I’m often asked, “How many people in an organization does it take to create a culture focused on Customer Amazement?” The short answer is: all of them. But, the process has to start somewhere. Usually it’s at the top with leadership. But sometimes it can come from someone inside the organization at a different level. I refer to that person as The Force Within. That person delivers Amazement within the larger group, which may not necessarily be operating at the same standard as he or she is. Continue reading

Nick Friedman Explains What It Takes to “Move the World”

How can you create a purpose-driven, values-based, socially-conscious company that can deliver both success and significance?

Shep Hyken interviews Nick Friedman, co-founder of College Hunks Hauling Junk and Moving about how to develop a customer-focused, values-based company that can benefit you, your employees and your customers. Continue reading

Not long ago I was interviewing Kevin Berk, founder and CEO of ServiceGuru, on Amazing Business Radio. We were talking about the word fine. He commented that it is a four letter that begins with the letter F that you never want to hear from your customer. I then joked that fine is the “F-Bomb” of customer service.

Ask someone how their experience with your company is. If they say, “Fine,” and you dig a little deeper, you may find out things really aren’t so fine. Continue reading

Megan Singh on How to Create the Best Place to Work and the Best Place for Customers to Buy

What are some ways that you can show your customers, and your employees, that you are truly customer focused?

Shep Hyken interviews Megan Singh, Project Management Director at Squaremouth, a four-time Gold Stevie Award winner for Customer Service Department of the Year, to get ideas that you can implement in your organization. Continue reading

This week we feature an article by Kevin J. Berk about the importance of responding quickly to customer comments and reviews. Ask your customers to post online reviews. This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. – Shep Hyken
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I recently had the good fortune to meet Frankie Saucier, the former director of social media customer service (also known as social care) for a major cable company. When the cable goes out, upset customers call, email, tweet, post on Facebook, etc. her cable company for two reasons. One, they want to express their complaint and anger. Two, they want to know when their cable TV will be fixed.

So, Frankie sat down with her team to brainstorm how to handle a tweet that a customer posted asking how long it would be before their cable TV was restored. She asked them, “What would be the best response?” Continue reading

Kevin Berk on How to get Customers to Want to Leave Reviews

How can you improve both customer and employee satisfaction? By getting customers to provide feedback on individual employee service performance.

Shep Hyken interviews Kevin Berk, creator of a new customer rating platform called ServiceGuru, about how using services like these can improve your company revenues. Continue reading

I recently checked into a hotel in Chicago. The front desk clerk was so enthusiastic. Upon checking me in she stated, “I’ve put you in the best available room.”  I was only there for one night, so I thought she was upgrading me. To match her enthusiasm, I responded, “I bet that room has a view of the ocean and the beach!” Of course, there’s no ocean or beach in Chicago. I was just joking.

She then said, “Oh, you’re looking for a view. You could upgrade to a room with a view, if you would like.”

I was surprised and said, “But, I thought you told me you were checking me into the best available room.” Continue reading

Matt Dixon Discusses New Ways to Win the Battle for Customer Loyalty

A convenient, frictionless experience is something that consumers want and need, and are willing to pay for.

Shep Hyken interviews noted business writer and sought-after speaker, Matt Dixon, to define the effortless experience. Continue reading