Shep Hyken
CSP, CPAE
Free
Customer Service Expert
Shep Hyken Quick Facts
- Main Areas
- Customer Service, Building Loyal Relatonships
- Best Sellers
- The Amazement Revolution, The Cult of the Customer
- Career Focus
- Speaker, Author, Customer Service Expert
- Affiliation
- National Speakers Association, Entrepreneur Organization,
Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a customer service speaker and author, Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer and The New York Times Bestseller The Amazement Revolution. He is also the creator of The Customer Focus™ program, which helps clients develop a customer service culture and loyalty mindset.
Free Articles & Book Excerpts
Free Audio & Video Samples
Shep Hyken Audio & Video Programs
Moments of Magic™101 Creating a Customer Service and Loyalty Mindset
http://www.hyken.com/product_MOM-101.html
Moments of Magic™ Audio CD's
http://www.hyken.com/product_mom_audio_cd.html
Service: Creating Moments of Magic™ Video Learning System
http://www.hyken.com/product_MOM_video_learing_system.html
The Customer Focus™ "In a Box"
http://www.hyken.com/product_tcf_in_a_box.html
Shep Hyken Books
Articles by this expert
SelfGrowth articles and saved writing connected to this expert.
Article
Partial Customer Satisfaction
Customers want choice. For many businesses, an important aspect of keeping customers satisfied is giving them options to tailor the product or service to their liking. Recently I went to a pizza restaurant where you can customize your pizza by choosing from a list of many toppings. And the Chinese restaurant that I frequent is happy to substitute broccoli for mushrooms in my favorite chicken dish. When I order a Philly cheese steak for lunch, I ask for tomatoes to be added – no problem. The slogan for Outback Steakhouse puts it into simple terms: “No rules – Just right!”
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Five Customer Service Tips to Prepare for the Holiday Rush
Ah, Black Friday … the day after Thanksgiving, quite possibly the busiest shopping day of the year. I ventured out to a very busy shopping mall on Black Friday this year and watched the salespeople and the customers. Here are my observations. Even if you’re not a retailer, read on. There are lessons here that can be applied to any business that experiences a “busy season.” It may not be a holiday rush – perhaps a special sale or trade show. But now, it’s time to take on Black Friday.
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Bad Customer Service Example Set by Restaurant Manager
Learning experiences are everywhere, and in customer service, you can learn from the bad experiences as well as the good. I had a bad experience the other night, while having dinner at a favorite restaurant. Even if you are not in the restaurant business, don’t stop reading – bad service can strike anywhere. Just consider the lessons here and think about how they can apply to your own business.
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Laziness and Apathy are Customer Service Killers
I write about amazing customer service experiences that I encounter so others can learn from them. And, bad customer experiences can be learning experiences as well – they are examples of what not to do. Two bad experiences recently highlighted the fact that some people refuse to be flexible because that’s not the easy way out. Such laziness is a customer service killer!
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Core Values Are the Key to Customer Service
What are your company’s core values? If you can’t answer that, it’s worth taking some time to figure it out. One of my clients recently asked about how core values should come into play when hiring and firing, and it got me thinking about the importance of the overall concept. Core values affect the customer service experience – for exte al customers as well as internal customers (employees). They can attract customers to do business with you, and be a motivating factor for employees to enjoy their work and do it well.
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Six Reasons People Are Amazing – and Three Reasons They Aren’t
Is customer service something you have to be born to do? Some would say it is a skill that can’t be taught, but, while some people are more naturally inclined to it, as long as the right attitude and desire are there, it is possible to teach customer service.
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Amazing Customer Service Shouldn’t Be a Surprise
Often, what surprises me is that so many people seem to be surprised when they encounter good customer service. People call or email me to rave about the service they received from a particular store, restaurant or other business. Sometimes I understand their surprise – stories of truly over-the-top customer service stories occasionally cross my desk. But most of the examples I hear about are simply instances of the good, solid customer service that people or companies should offer on a regular basis.
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Real Time Relevance Creates Amazing Customer Service
Have you ever had an extended hotel stay that you would describe as flawless, from beginning to end? I have. I stayed at the JW Marriott in Indianapolis for eight days while attending the National Speakers Association’s annual convention, and the stay exceeded my expectations in every way – the staff, the food, everything, was perfect.r
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A Bad Day is No Excuse
On a recent trip back to St. Louis, I recognized the flight attendant from a previous flight. I recalled her as being very nice, but this day she was not. She did not greet me as I boarded the plane, and similarly ignored, or was even unkind to the other passengers as well. She nearly knocked me over as she was trying to get by. It was apparent that, for whatever reason, she was having a bad day. And even though, according to the airlines, flight attendants are there mainly for passengers’ safety, I believe they are still expected to at least be polite to the passengers.
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This Ultimate Customer Service Quote Leads to Amazing Customer Service
“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider to our business. He is part of it. We are not doing him a favor by serving him … He is doing us a favor by giving us the opportunity to do it.”
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The Difference Between Customer Service and Customer Experience
I occasionally receive the question, “What’s the difference between customer service and customer experience?” The simple answer to that question used to be that customer service formed the basis of the customer experience. A customer’s main interaction with a business was a person-to-person exchange, either by visiting a store or business, or by speaking to an employee of the company on the phone to place an order, voice a complaint, ask a question, etc. The company representative had the opportunity to deliver great customer service, thus providing a great customer experience.r
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Three Customer Service Strategies to Take You into the Future
To be the most effective, customer service must constantly evolve and keep up with changing trends. Here are three strategies for successful customer service today: No. 1: Connect through Social Media
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Contacting Shep Hyken
ADDRESS: 711 Old Ballas Road
Suite 215
St. Louis, MO 63141
Phone: 314-692-2200
Website: www.hyken.com