blog-header brought to you by Salesforce & gladly.jpg

A “Holiday” Wish for You: Every Customer Receives Amazing Customer Service

Amazing-Customer-ServiceTop Ten List

As usual, this customer service article is being published on Wednesday.  However this particular Wednesday is Christmas day.  So, in the spirit of the holiday season, I thought it would be nice to share my holiday wish for you and your company.

In addition to health, happiness and peace on earth, my wish for you this holiday season is that your company delivers amazing customer service to every customer every time.

That is a simple wish, and most likely you will agree, a good wish.  I checked with Santa, and he said that I should be more realistic with my wishes.  I really did ask Santa.  Okay, it was at a company Christmas party, and though the guy looked like Santa, and he dressed like Santa, his real name is Bob and he is the VP of Customer Service for the company.

Is customer service hard?

Most people would say, “NO.”  Then why don’t more companies, if not all companies, deliver better customer service?

The answer is that customer service is hard.  It is the concept of customer service that is easy.

Everyone knows what they are supposed to do.  I have said it before “Customer service is common sense that unfortunately is not always so common.”  As simple as some of the strategies and tactics that go in to creating a customer centric culture, it takes effort to execute.  That said, here is a Top Ten list of the common sense things that might go into fulfilling my holiday wish that every company deliver amazing customer service.

  1. Everybody is nice.
  2. The company hires the right people, with the right attitude and the right personality.
  3. Everybody knows that their internal customers are as important as the outside customers.
  4. The company’s leadership act as role models for what customer service should be.
  5. Everybody treats their fellow employees like they are customers, maybe even better.
  6. Employees are engaged.
  7. Employees are empowered to think “outside of the box” to come up with ways to better serve the customer.
  8. Employees are fulfilled.
  9. Employees are knowledgeable and trained – both in technical and soft skills, like customer service.
  10. Employees are enthusiastic about their jobs, what the company does and about their customers.

And, if Santa would only grant me one wish, it would be that every company Amaze Every Customer Every Time!

Happy Holidays, and may 2014 be your most amazing year yet!

What would you add to my list of how to deliver amazing customer service?

Shep Hyken is a customer service expert, professional speaker and New York Times  bestselling business author. For information contact (314)692-2200 or For information on The  Customer  Focus™ customer service training programs go to Follow on Twitter: @Hyken

(Copyright ©MMXIII, Shep Hyken)

  1. I agree with all points, but especially numbers 3 and 5. You do need to rely on internal customers and co-workers as part of the customer service chain. If they are unhappy, unreliable, etc, it causes an internal breakdown, which ends up affecting other departments, and, eventually, affects the customer.

    In my own experience, I’ve always made sure to treat co-workers, vendors, and internal customers the same as customers. Having a pleasant tone via email or other communications and praising them when they come through for you makes a HUGE difference.

    In my former position with a reseller, my company had to rely on third party distributors to ship orders promptly and correctly. Every time a customer needed something delivered overnight, for example, I would personally email my contact at the distributor and ask them to please make sure to have the order ship that day. I would always stress the urgency, but would also include a note about how much I would appreciate their assitance. If all went well, I would always email them back with a personal thank you. Same with say, the accounting department. I would assist them with anything they needed as quickly as possible. In turn, when I needed help getting an order released from credit hold, they would take care of my requests very quickly.

  2. I agree especially on the part where treating your internal customers (your employees) right is equally important as to treating your external customers right. As they say, we cannot give what we don’t have. If employees are not happy in their own workplace, how can the management expect them to make their customers happy?

Leave a Reply

Your email address will not be published. Required fields are marked *

You may use these HTML tags and attributes:

<a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <s> <strike> <strong>