Shep Hyken\'s Customer Service Blog

Posts tagged "customer focused"

The Attitude of Excellence

Growing Your Organization to Deliver Superior Customer Service

Shep Hyken sits down with his longtime friend, Dr. Willie Jolley and discuss the strategies he used to help Ford avoid bankruptcy, why you and your organization should be constantly improving, and the 10 Commandments of Superior Service.

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Common sense must always prevail – especially when it comes to customer service. That said, sometimes companies create strict rules and policies or have a “system” that makes it impossible for an employee to deliver the customer service the company actually wants them to deliver. Continue reading

customer focused cultureAs an organization gets larger, there is a tendency to start to focus more on overhead and profit and less on customer acquisition, and even more important, retention. My friend and customer service colleague, Steve Digioia brought this up and asked the question, “What are the causes of this change and how do you keep this from happening?”

My first response was that yes, this does happen, and then there’s a realization that the company has to get back to focusing on the customer, playing catch up to replacing defecting customers and making up for lower sales as a result. This is the opposite of what they wanted to achieve. Continue reading

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

You Can't Script SincerityCustomer-Focused

It’s not that hard to notice when you’re dealing with a customer support rep who is less than sincere. They tend to say some of the same things over and over, such as, “I can understand why you would feel that way and we are sorry for your inconvenience.” It’s as if they are reading from a script… because most of the time they are. I actually had one customer service representative repeat that phrase so many times that I asked them to not to say it anymore. Continue reading

Customer Loyalty Month 2015Even though every April is Customer Loyalty Month, it doesn’t matter when you are taking in this information. Customer Loyalty Month is simply a time to remember how important it is to show a little love to your customers. The reality is that it should be practiced every month, every week, every day – in other words, with every interaction you have with your customers. Continue reading

Invisible Customer Service - Low ResProactively Engage the Customer

When you go to a restaurant, a retail store, or your company has an ongoing relationship with a vendor, it’s easy to decide if you are receiving good customer service. You talk with people, employees or sales people help you, deliveries are made on time, you call for support, and more. Based on these interactions and the promises that are kept, you determine if you are receiving the level of customer service that you expect. However, there are some companies where the service may be less visible, if not even invisible. Continue reading


If I had a nickel for every time someone told me, “You should call ‘so and so.’ Their customer service is terrible. They could use your help,” I might not be rich, but it would definitely pay for a great vacation or two at a customer-focused resort. Seriously, many people share their customer service horror stories. Most of the time, it is an indifferent or bad attitude from an employee that causes the customer service snafu. However, my friend Victor Cohen recently told me a story that is worth sharing. It wasn’t the attitude of the employee that caused his problem. It was the company’s system and guidelines. Continue reading

Customer Serivce is Harder - Low ResThe Customer is Smarter than Ever

“Customer service isn’t getting worse.  Customer service is getting harder.”

This was the message that Barak Eilam, the CEO of NICE, a technology company focused on customer experience solutions, shared with an audience of customers at the recent NICE Interactions users conference in Las Vegas.  How profound.  And, he’s right. Continue reading

focus-on-customer-serviceBecome Customer Focused

I recently posted one of my articles in a great online publication, Customer Think, one of the top repositories for customer service articles on the Net.  Bob Thompson, the editor in chief at Customer Think, and Michael Lowenstein, a fellow author, and I embarked in some interesting dialogue around the article, which was about being employee-focused before you are customer-focused. Continue reading

customer-service-trainingDelivering Great Customer Service

Just because an employee understands what it means to deliver great customer service, doesn’t mean that he or she is able to deliver it.

As I talk to many different companies about how they build an organization that is customer-focused, many of them start with the hiring process.  You have to hire people that already understand customer service and that are capable of delivering it.  That’s the human side of customer service. Continue reading