social media channel Archives - Shep Hyken | Customer Service Expert

What Is Reputation Worth

Recently I wrote about how Delta Airlines and an employee at the St. Louis airport perfectly handled my dilemma in getting to a speaking engagement on time. There were some great lessons in that story, but there is another lesson that is just as powerful, if not more so. My client expected me to show up. They promoted the event and had 200 people that were expecting me to present my customer service presentation. What kind of message would I be sending the client and the audience if I failed to show up – or at least make somewhat of a heroic effort to do so? (more…)

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