Shep Hyken\'s Customer Service Blog

Latest "Customer Service Strategies" Posts

Imagine this. The customer on the phone – or in person – is raging mad. You can hear it in their voice – or see it in their eyes. You brace yourself. You’re ready to take the lashing this customer is about to give you. You know you personally did nothing to offend and upset this customer. But somebody did something, or something happened, that made this customer want to lash out at you. Then you find out…

Your company did nothing wrong! Continue reading

It’s never fun to share bad news with a customer. Many people are scared to be the bearer of bad news. There are plenty of examples of bad news – an order didn’t ship, something was damaged, a deadline is not going to be met, etc. It doesn’t really matter what the bad news is; the key to managing the customer experience is how you deliver the bad news. This brings me to Dollar Shave Club, who had to share the news that they were raising their prices.

While the price increase wasn’t very much – just one dollar a month – they still had to share the news with their customers. The way they did it was a classic lesson on how to share negative information, hopefully without upsetting the customer. Continue reading

The other day I was driving by a Chick-fil-A restaurant at lunchtime. I was blown away by how many people were in the drive-through lane. There had to be at least 20 cars. I thought to myself, “That’s a long line. You really have to love Chick-fil-A to brave that line at lunchtime.”

Then I noticed they had four people on the lot taking orders from the people in the drive-through. They eliminated the problem. The cars were moving through the line at a pretty good speed. Actually, they moved faster than the traffic I was sitting in on the main street. Brilliant thinking… just because you’re in the drive-through lane, doesn’t mean you have wait to get to the front of the line to order. Continue reading

Winter travel can be stressful with the concern of weather-related delays and cancellations. On a recent trip that had a connecting flight, I was notified the night before that my first flight was going to be delayed, which made me worry about missing my connection. I called the airlines and they suggested changing my connecting flight to a later one, which I was happy to do. Even though the flight was later, I would still arrive in time for my meeting. The customer service agent was happy to accommodate my request. Continue reading

Valentine’s Day is tomorrow. This is the day where we send our spouses, partners, and loved ones a gift. Often it is out of obligation. I have plenty of friends who tell me if they don’t get their spouse some flowers and a card, they will pay for it. So we feel obligated to express our love and appreciation to those close to us. I’ve written several articles about this before, and my favorite one is called The Valentine Obligation. You don’t have to send your customer flowers, but how about an expression of appreciation? It can be something as simple as a thank you note or as elaborate as a customer appreciation event. And you don’t have to send it on Valentine’s Day. Any day is a good day to show some customer love. With that in mind, here are five ways to say thank you to your customers. Continue reading

“Please stay on the line to answer a short, one-question survey at the end of this call.”

That’s what I heard just before the agent picked up the phone to help me. Just a one-question survey? Sounds short enough. Sure, I’ll give them an extra minute of my time. So after the call, I stayed on the line. What came right after the call was the promised simple question. It may be one of the best feedback questions I’ve ever heard. I put it right up there with the NPS (Net Promotor Score) question, which I’ll share later. Here it is:

“The next time you call us, would you want the same person to take care of you? Push 1 for yes and 2 for no.”

Continue reading

If you compete head-to-head with your competition, you may win or lose. If you compete by being different, you stand out. And, that’s a win. Continue reading

The Subscription Economy

Why the Subscription Model is the Future and What to Do About It

Shep Hyken sat down with Tien Tzuo to talk about the subscription model and how companies like Salesforce, Uber, and Caterpiller are helping to make it the future of business.

Continue reading

Back in my college days, I remember how easy it was at 11:00 at night, while studying for a test the next day, to order a pizza from Domino’s. I just picked up the phone and in less than thirty minutes, it was delivered. Today I do the same thing. I pick up the phone and order a pizza – but I don’t have to… pick up the phone. Continue reading

Creating A Customer Experience Initiative

Owning Your Customer Service Initiative From the Top Down

Shep Hyken sits down with Christa Heibel to discuss the role the c-suite level plays in creating a CX strategy, how to keep track of your omnichannel presence, and how to measure and improve your customer experience strategy.

Continue reading