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Latest "Customer Service Strategies" Posts

There’s an old joke that goes something like this: A guy goes to the doctor. He raises his arm and complains, “It hurts when I do this.” The doc says, “Then don’t do that.”

In other words, “Stop it!” Continue reading

My brother, Rusty Hyken, was on a trip to Utah with his wife and two dogs. It’s a leisurely three-day drive for them. He made their hotel reservations, and for each hotel they planned to stop at on the way to Utah he asked, “Is your hotel dog-friendly?” All of them said, “Yes.” But to his surprise, while checking into one of the hotels he was told there would be a $120 charge for the dogs to stay in his room. This was a surprise as he called and specifically asked about dogs, and the hotel never mentioned the fee for the dogs. Continue reading

It was a major meeting for my friends at Volkswagen Australia. This was their Customer Experience Summit, and the theme for the meeting was “Think Small: Big Differences Come from SMALL Details.”

Jason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service. His goal is for VW to be one of the best in the industry. His bold move was to tell the audience, which consisted of the ownership and management of the Volkswagen dealerships throughout the country, that everyone should think small. Really? How can thinking small propel you to greatness? Well, it turns out Jason was onto something… BIG! 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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When was the last time you called your business?

I recently spoke at a conference. After the speech, the client gave me a gift: the list of everyone in the audience with their contact information. She suggested I pick up the phone and let everyone know they should hire me to speak at their next meeting. (Now, that’s a nice gift!)

So, a week later our team picked up the phones and started “smiling and dialing.” We connected with a good number of the people who responded positively to our calls, but that’s not what this is about. It’s about how a company’s phones are answered – and you can probably guess, this is more rant than rave. The number of companies that messed up their first impression was ridiculously high. About a third of the way into the calls I realized we should have done a formal study. Continue reading

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares ideas for handling tough personalities while offering great customer service. Solving customer problems is expected. The key is to do it in such a way that also restores confidence, even when the customer is difficult. – Shep Hyken Continue reading

One of our faithful Shepard Letter subscribers, Warren Danziger, emailed a great story worth sharing with everyone. The short version of the story is as follows:

It was time to call the HVAC company that Warren had used for years to come out for the semi-annual inspection of his air conditioner and furnace. As usual, he received excellent service. Shortly after the service call he received an email requesting he complete a survey, which he was happy to do. Upon completion of the survey he was sent a $15 coupon to print out for the next service call, which he must provide at the time of the next service. Continue reading

Jeremy Watkin on How Listening to Your Customer Service Reps Can Give You a Competitive Advantage

Do you realize there is a hidden gem in your customer service department?

Shep Hyken speaks with Jeremy Watkin to discuss the strategies you can use to mine that hidden gem, which can give your organization a competitive advantage.

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