Skip to content

Tag Archives: customer service

The Rise of Social Media Customer Service [#infographic]

By Josh Wardini We live in a digital age where many of the day-to-day tasks that we complete are done online, from shopping to customer support. We are evolving from the days when people used to pick up the phone if they had a problem, instead people prefer to use social media to get their […]

Continue Reading: The Rise of Social Media Customer Service [#infographic] →

Customer Service Training: When you’re done, you’re not done!

By Shep Hyken It happens all the time. As a customer, you interact with good people who don’t seem to deliver great customer service. They are nice, even knowledgeable, but they don’t seem to be what I call customer focused. So, I took a few minutes to talk to several people about how they were […]

Continue Reading: Customer Service Training: When you’re done, you’re not done! →

5 Tips for Making Small Business Saturday a Soaring Success

Are you like many businesses and taking the wrong approach to Small Business Saturday? This special day for local businesses has become increasingly popular in recent years and that’s a good thing. However, if you’re judging your success merely by scanning your end-of-day cash register totals, you’re making a big mistake. Don’t view Small Business Saturday […]

Continue Reading: 5 Tips for Making Small Business Saturday a Soaring Success →

One Percent Edge #Podcast: Shep Hyken

Getting Your Customer Service Edge with Shep Hyken Have you experienced some really great customer service lately? Or have you been plagued by poor service and suffered the frustration that goes along with that? Well, we’ve decided to  to dedicate a whole episode of the show just to the issue of Customer Service – or […]

Continue Reading: One Percent Edge #Podcast: Shep Hyken →

Customer Service Tip: The Power of Observation

By Shep Hyken I was out to lunch with a colleague at one of our local St. Louis restaurants. Rico was our waiter and was taking great care of us. First came the bread and butter. He then took our drink order. He came back with our drinks and asked if we were ready to […]

Continue Reading: Customer Service Tip: The Power of Observation →

Avoid Speed Trap Policies

By John Tschohl If you want to differentiate your company in the marketplace, then you need to show how you can dramatically deliver service and products faster than your competitors. Amazon does it. Apple does it. Why don’t you? Recently, one of my employees was having a problem with an item shipped to her from […]

Continue Reading: Avoid Speed Trap Policies →

Invent Your Vocabulary to Emphasize Who You Are

By Shep Hyken The other night I was on a Southwest Airlines flight, traveling home from a speaking engagement. While waiting to board, I noticed a sign advertising Southwest’s concept they call “transfarency.” The sign read as follows: Transfarency [Trans-fair-uhn-see] n. 1. Philosophy created by Southwest Airlines in which Customers are treated honestly and fairly, […]

Continue Reading: Invent Your Vocabulary to Emphasize Who You Are →

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 […]

Continue Reading: Customer Service Is a Habit (So Is Bad Customer Service) →

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 […]

Continue Reading: Your Brand is Only as Strong as Your Weakest Link →

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, […]

Continue Reading: Don’t listen so you can talk, listen so you can learn →