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Latest "Internal Customers" Posts

One of my colleagues in the speaking business, Bob Wendover, sent in this amazing story – and it’s not amazing in a good way.

For years, the cable industry has unfortunately been one of those industries that finds itself in the bottom echelon of customer service rankings. While I believe the industry is making an effort to do better, and some companies are definitely becoming more customer-focused, it’s this kind of story that makes me wonder if they are going about it the right way. Continue reading

It happens all the time. As a customer, you interact with good people who don’t seem to deliver great customer service. They are nice, even knowledgeable, but they don’t seem to be what I call customer focused.

So, I took a few minutes to talk to several people about how they were trained. I talked to a retail salesperson, a flight attendant, and a server at a restaurant. I asked them what kind of customer service training they received from the companies they worked for. Continue reading

Mikhail Naumov Discusses How AI is a Tool for Customer Service, Not a Replacement

There seems to be a lot of talk about artificial intelligence lately, but what do we really know about it? Is it anything like what we see in the movies, like computers taking over the world, or is it something else entirely?

Mikhail Naumov shares in-depth what AI is and what it can do for companies when it is properly partnered with human interaction.

 

 

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James Dodkins on Putting the Employee First, the Customer Second

It is common belief that the customer’s needs should always come first, but what if employees’ needs were put first in order to ensure customer satisfaction?

Shep Hyken interviews James Dodkins who shares his ideas on what a company looks like when the employees are made top priority, so that in return they can be best prepared to treat customers as their main focus.

 

 

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National Customer Service Week is coming up the first week in October. This is a time to appreciate employees for doing a great job taking care of customers. There are many ways companies are celebrating. Everything from an employee appreciation event, like a lunch or dinner, to fun games that are about team building and comradery. And, of course, there is showing some love and appreciation to your customers. Continue reading

There is a lot of power in a handwritten, personal note. This isn’t just about a thank you note to a customer, although those are important as well. This is also about the note of appreciation to someone who has done a great job or hit their goals. You get the idea. Anything you might want to congratulate them on. Continue reading

Carol Lee Andersen on How to Gain and Use Employee and Customer Feedback

Are your employees fulfilled, appreciated, and understood?

Shep interviews Carol Lee Andersen, the President of Questback North America, about the importance of listening to not just your customers, but also to your employees. And, she shares the advantages and occasional difficulties of doing so.

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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

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

Diana Oreck on How to Be a Customer Service Rock Star

What lessons can we learn from rock stars in the world of customer service and customer experience, like Ritz-Carlton?

Shep Hyken interviews award-winning training and development expert, international consultant and speaker, former VP of Ritz-Carlton Leadership and current Executive VP of Owner Experience at NetJets, Diana Oreck, about the traits that make for good customer service.

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Anticipatory Customer ServiceSome of you may be familiar with the 1970’s and 80’s hit TV show M*A*S*H, based on the novel and movie by the same name. The series premiered in 1972 and played for eleven seasons. While, most refer to the show as a sitcom, some view it more as a “dramedy” than a comedy series because of the heavy dramatic setting, which was a medical unit in the Korean War. Sure, there were a lot of laughs, but the message behind the show was very serious. So, what does all of this have to do with customer service? Continue reading