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Tag Archives: customer service

Customer Service Is a Habit (So Is Bad Customer Service)

By Shep Hyken One day my assistant came in late. Not a big deal. That was until she came in late two more times that week. The following week the same thing happened again. This was becoming a habit – and not a good one. So, we had a short talk about it. I asked […]

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Your Brand is Only as Strong as Your Weakest Link

By Shep Hyken So, the other day I’m flying to a speaking engagement. While waiting for my flight to board I bought a yogurt parfait. After paying for it, I looked for a spoon. There were knives and forks, but no spoons. The little compartment next to the knives and forks was empty. I asked […]

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Don’t listen so you can talk, listen so you can learn

By John Tschohl Customer Service is ALL about listening. According to Bernard Ferrari, author of Power Listening: Mastering the Most Critical Business Skill of All, good listening is the key to developing fresh insights and ideas that fuel success. Organizations choose front line employees for their social poise, their outgoing personalities and their ability to communicate well, […]

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Big Mistake: Don’t Judge a Book Buy Its Cover!

By Shep Hyken There’s an old proverb that says, “Outward appearances are not a reliable indication of true character.” In other words, you can’t – and shouldn’t – judge a book by its cover. One of my favorite examples of this is from the movie Pretty Woman starring Julia Roberts and Richard Gere. This classic […]

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One Percent Edge #Podcast: Tim Sanders

Put the Love Back in Your Business with Tim Sanders There’s no doubt we are living in a hi-tech world. If you aren’t constantly looking to upgrade how you integrate technology into your business, you are not seeking to innovate. Technology is here to stay, but in some cases, the advantages of high-tech innovations have […]

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Be Ready for Phone Calls

By Jeff Davidson The telephone, invented in 1876, has been in widespread use throughout the United States and much of the world since early 1900’s. Even with the rise in the last decade or so of internet commerce, closing sales via the telephone is still a huge component in the success of many types of […]

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Pay Attention! Don’t Just Go Through the Motions!

By Shep Hyken A friend of mine went to the airport rental car agency and had a chance to upgrade to a Tesla. He had never driven a Tesla so he was happy to pay the upcharge to have the experience. If you’ve ever rented a car at the airport, you typically are stopped at […]

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If You Can’t Say Something Nice About Customer Service…Complain!

By John Tschohl In the customer service industry, we cannot avoid complaints. Complaints happen every day and when a customer complains it is usually for a good reason or genuine concern. They usually have made a purchase that did not meet their expectation – a product, service, or maybe a combination of the two. We […]

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5 Ways to Create the Customer-Focus Mindset

By Shep Hyken Your people attend customer service training. They learn techniques and tactics on how to deal with complaining customers, angry customers or customers who just need a little support. They are taught the right answers to some difficult questions. This is what customer service training is all about. But… What happens when something […]

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Which Customers Do You Want to Keep?

By Shep Hyken There is an old joke in the dental world that a patient asked his dentist, “Which teeth should I floss?” The dentist answered, “Only the ones you want to keep.” Customer Service is the same. All customers are good customers. Okay, maybe not all. Every business has customers – or should I […]

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