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Latest "Internal Customers" Posts

Steve Curtin on the “Other Dimension” Necessary to Raise Your Customer Service from Ordinary to Extraordinary

Sure, you hire your people based on job function, but shouldn’t you also be hiring on job essence?

Shep talks with Steve Curtin who says, “Employees consistently execute mandatory job functions for which they are paid, yet they inconsistently demonstrate discretionary customer behaviors, which are known as ‘voluntary job essence.'”

In other words, your employees may be doing what they were hired to do, trained to do, and are paid to do. What they are less clear about is why they’re doing it, and how they’re doing.

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Recently one of our subscribers asked me, what traits a person must possess to deliver a good customer service experience. I asked if this was for a customer support rep, and he said no. He was hiring for his IT department. We went back and forth via email, and I thought that a summary of my answer might be worth sharing. Continue reading

When it comes to customer service, everyone can be a leader. You do the right thing, because you know it’s the right thing to do. Others notice and admire you. With that in mind, what I’m about to share isn’t as much about customer service (although it could be) as it is about stepping up with the characteristics and traits that can make you a leader – someone others want to emulate and act like. Continue reading

Roy AtkinsonRoy Atkinson on Amazing Technology and
Advances in the World of Customer Service

Shep Hyken speaks with HDI’s senior writer/analyst, thought leader, customer support guru, and co-host of the popular #CustServ Tweet Chat, Roy Atkinson. They discuss how technology is advancing customer service and support.
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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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This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. One of my favorite ideas in the article is when employers enable employees to take ownership of their jobs and any issues that may present themselves.
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This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing. – Shep Hyken Continue reading

How Not To Give A GiftThe After-Experience

Congratulations to my buddy John Ruhlin who has a new book that just came out, Giftology. In this book he covers the art of the appreciation gift. You may be familiar with his name if you’ve been following my work. I’ve covered some of his ideas in the past. He’s a rock star when it comes to understanding how to make people feel special and appreciated.

One way to make a customer feel appreciated is with a special gift. Now, keep in mind that some companies have policies that their employees are not allowed to receive gifts from customers over a certain amount when you are giving a customer a gift. If you are constrained by a low budget, from either the customer’s policies or what you want to spend, remember that it is the thought that counts. With that I share with you seven ways to properly give a gift of appreciation to your customers. Continue reading

Creating Confidence Through ServiceI recently interviewed Nate Skinner, the VP of Customer Care for Campaign Monitor, a company that helps businesses use email to market their businesses. It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience.

In the process of the interview, I asked Nate about his favorite customer service story. Without hesitating he told me about Jordan, one of Campaign Monitor’s sales and support reps, from Minneapolis. As I listened to Nate tell the story, it was obvious that he was proud of how Jordan stepped up and reinforced one of the most important reasons a customer does business with a company… Confidence! Continue reading

This week on our Friends on Friday guest blog post my colleague, John Smart shares his insights on the importance of leadership as part of customer service. I believe that it’s the leadership that creates the customer service culture and manages the vision of their organization. – Shep Hyken Continue reading