Shep Hyken\'s Customer Service Blog

Posts tagged "customer service story"

There are many great customer service stories that can serve as a template for how to handle a problem.  I always fall back on my five-step service recovery process to handle all complaints and problems. For those that haven’t been following, the five-steps are: 1) Acknowledge the problem and thank the customer for bringing it to your attention. 2) Apologize for the problem. 3) Fix it or discuss the resolution. 4) Have an attitude of ownership. 5) Act with urgency. Continue reading

Water CompanyUse Common Sense

My sister, Kim, lives in Park City, Utah. She moved from one home to another about two years ago. Four months later her water was turned off, and she found a notice on her door that she was in arrears with her payments to the water company. She knew there was a mistake. She was set up to “auto-pay” the water bill with her credit card, the same as she had done for her previous home. 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

A Rising Tide Lifts All Boats - Low ResYour Brand

Don’t you just hate it when you are talking to someone in a store or on a customer support call and the person says, “I’m sorry, that’s not my department.”? Well, here’s an extreme example of that situation.

I was at a restaurant. My water glass was empty. There was a server walking by with a full pitcher of water. I asked him, “Excuse me, can you please fill my water glass?” He answered, “I’m sorry, you’re not in my station.” Continue reading

It's How You Say ItCustomer Experience

My buddy Gary Chervitz just came back from Las Vegas. He was excited to share a customer service story with me. He prefaced it by saying it may not sound like a big deal, but after he told me what happened, I told him that while it may not be a big deal, it was still extremely important and worth sharing. Continue reading

Special OpportunitiesAmazing Customer Experience

Sometimes, we experience truly amazing levels of customer service. We call it over-the-top, or above and beyond, or WOW! customer service. Many of my clients tell me they want to consistently create that experience for their customers. My response is that it’s an unrealistic – even impossible – expectation. Over-the-top service usually happens with isolated incidents, either problems or complaints, or recognition of an opportunity to create such levels of service. Continue reading

Human Bench - Low ResWhat’s Your Amazing Story?

Every once in a while a company has an opportunity to create an over-the-top customer service experience.  They don’t happen every day, or they wouldn’t be special.  The right story can become customer service legend to be shared with employees – and even customers.  I am going to tell you a great “above and beyond” type customer service story that does just that. Continue reading