By Shep Hyken “It’s showtime!” Those are typically the words you hear right before hitting the stage or when the cameras start to roll in the studio. However, for John Lewis, a high-end retail department store in the UK, the retail floor is the stage and the employees are the actors. John Lewis is providing […]
By Shep Hyken We all know what bad customer service looks and feels like. We hate the customer service rep that is just going through the motions without any sincere care for the customer. We try to avoid the employee with an attitude (a bad one) that doesn’t understand that his or her job is […]
By Shep Hyken Vince Lombardi is the famous football coach, known for a number of amazing accomplishments as well as always being on time, if not early. It’s the being on time part of what he’s known for that we’ll be covering in today’s customer service lesson. Lombardi used to tell his players that they […]