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Shep Hyken Amazing Customer Service Taxi Cab Story by Customer Service Speaker
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional speaker and New York Times bestselling author, Shep Hyken, tells his famous customer service story about the taxi cab driver. This story is an amazing example of great customer service. WHO IS SHEP HYKEN? Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a 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 and the Wall Street Journal and USA Today best seller The Cult of the Customer (http://www.CultOfTheCustomer.com). He is also the creator of The Customer Focus™ (http://www.TheCustomerFocus.com) program, which helps clients develop a customer service culture and loyalty mindset. In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express - and thats just a few of the As! Shep Hyken's most requested programs focus on customer service, customer loyalty, internal service, customer relations and the customer experience. He is known for his high-energy presentations, which combine important information with entertainment (humor and magic) to create exciting programs for his audiences. (CPAE, or the Council of Peers Award for Excellence, is the National Speakers Associations Speaker Hall of Fame award for lifetime achievement in the area platform/speaking excellence. CSP is the international designation for Certified Speaking Professionals and is awarded to individuals for certain achievements and education in the speaking profession.) Shepard Presentations, LLC 200 South Hanley Road, Suite 509 St. Louis, MO 63105 (314) 692-2200 E Mail: [email protected] -- Web: http://www.hyken.com
Views: 376935 Shep Hyken
Ritz Carlton Customer Service Tips
 
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Go to http://www.Hyken.com or call 314-692-2200 to learn more about Shep Hyken or to learn about customer service training. This month I am once again talking about one of my favorite customer service companies. This company’s system is excellent, and their team is superbly trained. Employees recognize guests and call them by name. They pay attention to the details. Everything they do is just a little above the norm. Do you know which company I am referring to? If you guessed Ritz-Carlton, you would be right! So, let’s get to it - here are the top four lessons you can learn from the Ritz Carlton to help improve your organization’s customer service: 1. Create a Customer Service Mantra – Now I know if you’ve been following my work, you must have heard me mention this before, but Ritz Carlton has one of my favorite mantras, since it’s short, easy to remember, and it’s sums up how they see their customers. Their mantra is, “We are Ladies and Gentlemen serving Ladies and Gentlemen.” The key to this is to make it easy to remember and ensure everyone in the company understands it and acts to support it. 2. Create Over-the-Top Experiences – By this, I mean when you have the opportunity to go over-the-top, seize that opportunity and deliver not just an amazing (or above average and consistent) experience, but go above and beyond to surprise your customers. Ritz Carlton must have hundreds of stories of these over-the-top experiences, but since we don’t have all day – I will share one of my favorites. There was a family staying at a Ritz Carlton in Toronto, and the kids decided to start playing floor hockey in the hallway, but when a customer complained the Ritz stepped in. They spoke with the parents and politely informed them that the kids could not play hockey in the hallway, the parents understood and were happy to comply, and this is where most stories would end; but not at the Ritz. They took care of the guest who was complaining - yes, but they wanted to also ensure the family was well taken care of – so they setup a hockey game in an unoccupied banquet room, and to take it one step further some of the hotel employees joined in and challenged the family to a game. The family won the game and you can bet they enjoyed their stay and had a great story to tell everyone about the Ritz. 3. Put your money where your mouth is – It all starts with hiring right. A well-trained employee should be trusted and be allowed to make mistakes and learn from them. The Ritz Carlton backs up this philosophy by allowing each employee to spend up to $2000.00 per day, per guest, to make things right and keep their customers happy. If Ritz is willing to place a bet that big on its employees’ judgment and customer attitude, you can bet the company has hired and trained them well. Ritz knows the value of keeping a customer! So, think about this the next time a customer has an issue that could easily be resolved by a few dollars – will the value of keeping this customer happy be worth those extra few dollars? And Finally, 4. “Treat employees like they are the customer – maybe even better” – The Ritz-Carlton is recognized worldwide for being a quality organization. They understand the importance of outstanding customer service. Just as important, if not more so, is that they also understand the value of their employees, the internal customers. The Ritz-Carlton was hired to manage an existing hotel in Shanghai. They brought in many of their experts and determined that major renovations were needed. The first phase of the renovation was their Employee Entrance. This may seem strange to most, but is the norm for the Ritz-Carlton. While the renovation was relatively inexpensive, it sent an important message to the employees, who were employed by the previous management company. It demonstrated that a new higher standard of quality and service was expected, and that the employees were incredibly important to the process. So, there you have it, four ways Ritz Carlton delivers amazing customer service day after day and year after year. These tips are applicable to every company in any industry. Define your customer service mantra, create over-the-top experiences, put your money where your mouth is, and treat employees like they are the customer – perhaps even a bit better. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200 ShepTV is another Shepard Presentation (www.ShepTV.com) This video will answer the following questions: 1. How can I have customer service like Ritz Carlton? 2. How can I create a better customer experience? 3. What can I do to make better customer experiences? 4. How can I provide better customer service?
Views: 28163 Shep Hyken
Customer Service Expert's Top 7 Disney Quotes for CS
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional keynote and customer service speaker and New York Times bestselling author, Shep Hyken customer service lessons we can learn from Disney. Disney is one of my favorite companies on the planet. I’ve been to Disneyland and Disney World more than 75 times. And, Disney is one of the ultimate customer service role models, which is why whenever I hear about a new book or an article about Disney, I read it. Many lessons can be learned by understanding how Walt Disney approached leadership, culture and the guest experience. I recently read an article by Peter Economy in Inc. Magazine. In honor of Disneyland’s 60th anniversary, he compiled 37 inspiring quotes from Walt Disney and some of his movie characters. I chose a few of my favorites and tied them to customer service lessons we can all use. 1. If you can dream it you can do it. --Walt Disney – One of the most famous Disney quotes, and great advice for anyone getting into business – and anyone who is trying to solve a customer’s problem. Sometimes it takes creativity to make a customer happy. 2. Venture outside your comfort zone. The rewards are worth it. --Rapunzel (Tangled) – The best companies empower their employees to make good customer-focused decisions. Unfortunately, there are many that are afraid to do so, mostly because they are worried that their employees might make bad decisions. For those companies, it’s time to venture out of your comfort zone and empower your employees. Start by training employees to make good decisions, and if they make a bad judgement call, use it as a training opportunity. With the right training and management, you’ll be surprised how quickly you’ll create the empowered workforce – and feel comfortable about what used to make you feel uncomfortable. 3. Oh yes, the past can hurt. But the way I see it, you can either run from it or learn from it. --Rafiki (The Lion King) – This is a perfect follow-up quote to the last one. No doubt our employees will make mistakes. And some of them, while painful, will be learning opportunities in disguise. Embrace the past to help you and your employees grow in the future. 4. A little consideration, a little thought for others, makes all the difference. --Eeyore (Winnie the Pooh) – Put yourself in your customer’s shoes. Show empathy, sympathy and consideration. It goes a long way to building a relationship with your customer. 5. The problem is not the problem. The problem is your attitude about the problem. --Jack Sparrow (Pirates of the Caribbean) – Attitude is everything. At work, and in life, we’re faced with problems every day. And, it’s the same for our customers. Our attitudes about our customers’ problems can turn angry customers into loyal evangelists. 6. Just because it's what's done, doesn't mean it's what should be done. --Cinderella (Cinderella) – Perhaps this is one of the earliest quotes about innovative thinking, and it came from Cinderella! You don’t always have to do things just because they’ve always been done that way. Once again I’m using that word, “empowerment.” If you empower employees to come up with creative solutions to problems, you’ll be amazed at the results. 7. Always let your conscience be your guide. --The Blue Fairy, although many think it was Jiminy Cricket (Pinocchio) – Okay, this really isn’t about customer service, but it is one of my favorite Disney quotes. It’s a rule to live by, and the message is simple: Do the right thing. To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200 Category People & Blogs License Standard YouTube License
Views: 18231 Shep Hyken
Customer Service Speaker Shares 15 Customer Service Tips for 2015
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. For blog post of this video visit: http://ow.ly/GS6Yd Professional speaker and New York Times bestselling author, Shep Hyken shares 15 Tips for 2015 It’s a new year. As we kick off 2015, I thought I would share some of my favorite customer service tips. So, here are 15 customer service tips for 2015. 1. Get back to the basics of customer service. Be polite and say please and thank you. 2. Speaking of basics, use the customer’s name. It helps with building rapport. 3. Always do what you say you are going to do. If you say you’ll call back in five minutes, don’t make it ten. 4. Everyone has customers. Sometimes they are external – customers who pay you money. Sometimes they are internal – colleagues you work with. Sometimes they are both. Everyone has customers. 5. Let your customers know your name and how to contact you so if they are inadvertently disconnected, have another question, or there is any other reason they might need a “friend” at the company, they can easily get back in touch with you. 6. Respond quickly. Return calls, emails and any other types of requests quickly. 7. Be punctual for meetings. It’s expected you will be on time. It’s a sign of disrespect if you aren’t. 8. Monitor social channels for comments from your customers, and, once again, respond quickly. 9. Treat employees the way you want your customers treated, if not even better. What’s happening inside an organization is felt on the outside by the customer. 10. Some companies’ customer service people focus on one-call resolution. Try a no-transfer resolution. 11. Create a consistent experience. Everyone does their best every day. The customer wants and expects a consistent positive attitude from everyone he or she comes into contact with. 12. Empower people to make great customer-focused decisions. This comes through hiring the right people and training them properly. 13. Constantly train customer service. It may be short five or ten minute tips. It needs to be ongoing. Training isn’t something you did. It’s something you do. 14. Everyone always has two jobs: to do the job they were hired to do and to take care of the customer. 15. Be a customer service role model. Regardless of what you do for your company, be that person that everyone admires and wants to emulate. Don’t just read this list. Use this list! Choose the tips that resonate with you. Circle them. Then focus on one at a time; one each week. And, be sure to share this list with your colleagues. Maybe even your customers. Here is to 2015 being your best customer year ever! Happy New Year! To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. Copyright © MMXV, Shep Hyken - www.hyken.com Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200 Category People & Blogs License Standard YouTube License Well, I hope you enjoyed this short lesson. Please be sure to visit my website, which is www.hyken.com. There you’ll find more information about my speaking programs, as well as over 350 customer service articles that you can read and share with your colleagues. Thank you very much for watching. This is Shep Hyken, reminding you, to Always Be Amazing.
Views: 10439 Shep Hyken
Customer Service Expert: How to Provide a Better Customer Experience
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional keynote and customer service speaker and New York Times bestselling author, Shep Hyken discusses going the extra mile. Going the extra mile is an old expression. It describes people who provide better customer service, do a little more than expected and try a little harder. This is a great concept for customer service and is further enhanced by Roger Staubach, the Hall-of-Fame football player who played quarterback for the Dallas Cowboys, who said: There are no traffic jams along the extra mile. This is a great metaphor that can be used in a variety of ways and is especially applicable to business, and specifically the concept of the customer experience (CX). Going the extra mile is about the “baker’s dozen,” which is getting more than you thought you were paying for. It’s the extra time a salesperson spends helping you make the right selection. It’s the customer support rep that takes an extra few minutes to ensure you have all of your questions answered and won’t need to call back. You get the idea. I was talking to a client, Chris Cielewich at FLAVORx, about this very concept. FLAVORx is a machine that takes terrible tasting medications and flavors them. Parents love this, because kids are more willing to take their medicine. Sounds good so far. There is a catch, and here is where the concept of the extra mile comes into play. If the customer asks for the FLAVORx, it takes the pharmacist an extra 45 seconds to fill the prescription. Some pharmacies are so focused on productivity that they don’t want to take the extra 45 seconds, even if it creates a better customer experience. Chris Cielewich conducted an experiment. He had three prescriptions to fill for his children and decided to go to three different pharmacies to see which pharmacist would recommend FLAVORx. With the kids in tow, he ventured out to fill the prescriptions. None of the pharmacists went the extra mile to ask if the kids wanted their meds flavored. When Chris asked them to flavor the medicine all three complied, but only one did so with a smile. The other two begrudgingly commented about how busy they were; obviously too busy to go the extra mile. So what can you do to go the extra mile? Simple: Give the customer more than they thought they were going to get. The old saying of going the extra mile is a sound customer service strategy. It’s taking some extra time, making an unexpected phone call to make sure the customer is happy or adding a little “something” extra. And, this is important, through all of it never make the customer feel as if he or she is an inconvenience. And just because there isn’t any traffic on that extra mile, it doesn’t mean you’ll be lonely. On the contrary, you’ll be “driving” that extra mile with your customers! Shep Hyken, professional keynote and customer service speaker, customer service trainer, and New York Times best-selling author, shares his customer service tips. These tips are your how to guide to customer complaints, delivering amazing customer service, customer loyalty, customer service training, customer trust, company culture, customer experiences, sales tactics, and employee retention. To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200
Views: 18450 Shep Hyken
Customer Service Speaker Explains How to Handle Complaints
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. For blog post of this video visit: http://tinyurl.com/prhka9q Professional speaker and New York Times bestselling author, Shep Hyken shares how to handle customer complaints. It is typical that most companies want to create a customer service experience that doesn’t give their customers anything to complain about. Well, it’s not a matter of if the customer will ever have a complaint. It’s when the customer will complain. Furthermore, the concept of complaint avoidance isn’t about trying to be perfect and never having a customer complaint. For the purpose of this lesson, it’s about avoiding reality. In other words, it’s about turning your head from mistakes, problems and complaints – acting as if they aren’t there. Let’s discuss two types of complaint avoidance. The first is the potential complaint. This is a complaint that hasn’t yet happened. It’s there, just waiting to be discovered. You know about it, but choose to look the other way away and, for whatever the reason, you don’t deal with it. It could be due to fear, laziness or apathy. It doesn’t matter what the reason is. Avoiding the problem doesn’t make it go away. Instead, you must seize this as an opportunity to step up and fix the problem before it becomes a complaint. You may have noticed a glitch or problem in your system. It may be an error on a report. It may be that you found out that your customer’s shipment won’t arrive on the date promised. Regardless of whatever the problem may be, rather than avoid it, manage it. Determine the issue, how it happened and what you can do to fix it. Communication becomes important. Be proactive. If there is a customer that needs to be informed, then inform them before they inform you. And by the way, that includes your internal customers as well. They depend on your good work, just as the customer does. The second is simply avoiding the customer’s complaints. Dodging phone calls or not responding to emails and hoping that the customer will just stop complaining and go away. Not dealing with the complaint may escalate it the situation to become worse than it is. And, in some cases, the customer may actually stop complaining. They may even go away… permanently. I’m not a psychologist, but I believe this is considered passive-aggressive behavior; aggressively deciding to passively avoid the issue. In either situation, the reality is that there is a problem. It has either the potential to become a complaint or already is a complaint. Either way, it must be dealt with. So, here are two simple thoughts about managing versus avoiding customer complaints: 1. Be proactive. Deal with a potential problem or complaint as quickly as possible. It may or may not be your fault. Either way, you must demonstrate an attitude of accountability, so choose to own it. 2. Don’t just fix the problem. In the process, work to restore confidence. Prove that the customer made the right decision to do business with you. To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200 Category People & Blogs License Standard YouTube License
Views: 27769 Shep Hyken
Five Ways to Create Customer Loyalty - CX Lesson
 
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Call 314-692-2200 or go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional keynote and customer service speaker and New York Times bestselling author, Shep Hyken discusses five ways to create customer loyalty. It’s been a while since I approached the topic of customer loyalty. All of the tips, ideas, tactics, and techniques I write about are about driving a better customer service experience, which can (and hopefully will) lead to customer loyalty. The concept of repeat business, and ultimately customer loyalty is huge. A small increase in loyalty, just as little as one or two percent, can have a dramatic positive impact to your top and bottom line numbers. So, with that in mind, here are five ideas, a few of them revisited from the past, as well as some new ones, that will help you create that coveted loyal customer. 1. Don’t Confuse a Loyalty Program with a Marketing Program: The first thing that pops into my head when I’m asked about loyalty program is the mistake that many companies make when designing a loyalty program. Some companies think they have a loyalty program, but it is actually a marketing program, and there’s a big difference. If when you take away the perks and the rewards, you may lose the customer, then what you really have is a marketing program. The best companies have loyal customers because of the overall experience, not the perks and rewards. 2. Create an Emotional Connection: There is a big difference between satisfied customers and loyal customers. Satisfactory is a rating. Loyalty is an emotion. Find out a way to connect with your customers. Make them feel special. Thank them for their business. Treat them like they want to be treated. 3. Personalization and Customization: The concept of the personalized experience is a hot topic these days. With all of the data we are able to gather on individual customers, there is no reason we can’t give a customer a personalized and tailored experience. 4. Create Confidence: The old saying goes that people want to do business with people they know, like, and trust. The knowing and liking is easy. The trust is the hard part. Earn the customer’s trust by creating a consistent and predictable above average experience – all of the time. Customers want to know what to expect. No surprises. Consistency is key. When they trust you, they will continue to do business with you. 5. Break Down Customer Loyalty into Bite Size Chunks: Most people think customer loyalty is about a lifetime. Well, it’s not. The goal is about a lifetime, and a lifetime is a long time. How do we get a customer to be loyal to us for a lifetime? That’s huge. Let’s make it easier. Rather than a lifetime, focus on the next time. Every time. So, ask yourself what I call the Customer Loyalty Question: What are you doing right now to make sure the customer will come back the next time he or she needs what I sell? Think next time, every time, and it just may turn into a lifetime. To wrap this up, the value of customer loyalty is obvious. Loyal customers not only do more business with the companies they are loyal to, they will also spend more each time they do business. And, when they are loyal, they talk. Word-of-mouth marketing is the best marketing there is. Combine the value of the lifetime customer with the value of their recommendations and the payoff to your customer service and experience efforts are huge. For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200 This video will answer: How to get loyal customers. How do I create customer loyalty? How can I connect with my customers on a personal level? ShepTV is another Shepard Presentation (www.ShepTV.com)
Views: 10750 Shep Hyken
Top 10 List of Customer Service Strategies by Shep Hyken
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional speaker and New York Times bestselling author, Shep Hyken, talks about 10 of his customer service strategies. To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. For information about customer service training go to http://www.TheCustomerFocus.com.
Views: 5797 Shep Hyken
Nordstrom Customer Service Tips
 
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Go to http://www.Hyken.com or call 314-692-2200 to learn more about Shep Hyken or to learn about customer service training. Shep Hyken shares five tips from one of the most legendary customer service companies - Nordstrom. For those of you that follow me, you may already know about a few of my favorite companies, known for excelling in customer service. There is one however that is legendary. As I travel around the country presenting speeches on customer service, I’ll ask the audience to name the brand they feel is best known for customer service. Who would you name? Well, if you named Nordstrom, you would be correct. They have created a reputation that truly is legendary. And, that legend started with the famous story about a customer trying to return tires to Nordstrom. The employee took the tires and the customer walked away happy. And, if you know the story, then you know that Nordstrom never even sold tires. I’m not here to tell the details of the story. You can look it up with a quick Google search. But it was that story that may have started the legend. So, with that in mind, here are five ways that Nordstrom creates AMAZING customer experiences. 1. Define Customer Service – This is where the legend begins. It doesn’t happen by accident. Nordstrom became world famous for their customer service reputation. Nordstrom created a twist on the employee golden rule and put this statement into their employee handbook in the form of their one and only rule, “use good judgement in all situations.” That’s how they defined good customer service… by using good judgement. This one rule is designed to empower their employees. We’ll get back to empowerment in just a moment. 2. Hire Right – Nordstrom hires people to fit their existing customer service culture, and they start with a very important question during the interview process: “What’s your definition of customer service?” They are looking for people already in alignment with their customer service vision, with the right attitude and the right mindset to want to provide the best service to every customer. By the way, there is no one correct answer. There are many ways to correctly answer that question. And, of course there are some wrong ones, as well. 3. Empower Your Employees – See I told you we’d get back to empowerment. This goes back to reinforcing their customer service rule, “Use good judgement in all situations.” You must trust and empower your employees to deliver on your company’s vision. From how they treat the customer, to how they handle a tough customer service situation, employees know what is expected of them, and their managers want them to be empowered to resolve any customer issues, treating their customer in a way that meets, if not exceeds the reputation Nordstrom is known for. 4. The Devil is in the Details – Nordstrom knows how important the details are, and they focus on details that enhance the customer’s experience. For instance, if you have a question about where something is located in the store, the sales person will actually walk you there, rather than point you in the right direction. Employees are also taught to walk your bagged purchase around the counter, rather than just handing them to you over the counter. They have a goal of answering the phone in no more than 2 rings. It may not seem like much, but every detail matters. And Finally, ... 5. Be Better Than the Competition – Nordstrom knows where their competition is, and with online retailers putting many department stores and mall stores out of business, Nordstrom aims to create a better experience as their differentiator. For example, they are now utilizing mobile pay for items, so you never have to wait in line to checkout. After all, you never need to wait online to pay – so why should you at their store? But one of the most exceptional things about Nordstrom is their return policy – because basically, there isn’t one. Nordstrom’s rule for returns boils down to that one and only rule – “Use good judgement in all situations.” It doesn’t matter how long ago you bought it, whether or not you have the receipts or tags attached, if there is any reason you’re wanting to return an item – they most likely will accept it. That’s something that sets them apart from the rest, allowing them to out-perform on customer service and thereby making them strong competition for the online retailers. So, there you have it, five ways Nordstrom delivers amazing customer service day after day and year after year. These tips are applicable to every company in any industry. Define your customer service vision, hire the right people, empower them properly, teach them to manage the details and act in such a way that separates you from your competition. For information about customer service training go to http://www.TheCustomerFocus.com.
Views: 12884 Shep Hyken
Six Differences Between Customer-Focused Companies and Operations-Focused Companies
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional speaker and New York Times bestselling author, Shep Hyken shares six differences between customer-focused companies and operations-focused companies. Some companies really understand customer service. They know how to hire for it, train for it and deliver it. Other companies claim to give customer service, but in reality, they are grounded in an operations mentality with rules and policies that allow for little flexibility, preventing them from being anything more than just average or satisfactory. Here are a few observations of the differences between customer-focused companies versus operations-focused companies: Empowerment: A customer-focused company empowers employees to make decisions that are for the benefit of the customer. They have guidelines versus rules and take the approach that if it isn't illegal, immoral, won't cost the company money (although sometimes that's still okay), and won't harm the company's reputation, then consider doing it to take care of the customer. The operations-focused company requires a manager's approval for anything that is outside of their policies or typical way of doing business. Hiring: A customer-focused company hires people who fit the culture, which means they have the personalities and core-values that align with the company's vision and mission. Certain jobs may require skill, but skill alone won't get the applicant hired. An operations-focused company will hire for skill, filling a position with technical strengths. The applicant's personality may or may not fit with the corporate culture. Training: A customer-focused company spends time and money training for soft skills such as relationship building and customer service. The company recognizes that it takes both, technical and soft skills, to break away from being average. The operations-focused company spends most of their training dollars and time on technical skills and product knowledge. Leadership: The leaders of a customer-focused company set the vision and mission of the culture, and then they lead by example. The leaders of an operations-focused company sets the vision and mission of the culture, but sometimes will have the "Do as I say, not as I do" approach. Sometimes their behavior is incongruent with what they want to achieve, often leaving the employees confused and less than motivated. People First: The customer-focused company knows the importance of putting people first -- specifically employees. They develop a culture of happy, engaged and fulfilled employees that deliver a better customer experience. Customers like this and continue to come back. An operations-focused company develops a culture focused on systems, procedures and the bottom line. While this is important to any company's success, they miss the culture part of the equation. Customer Service: The customer-focused company looks at customer service as a philosophy to be embraced by every employee of the company, recognizing that there are both external and internal customers. The operations-focused company sees customer service as a department. To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200 Category People & Blogs License Standard YouTube License
Views: 6876 Shep Hyken
Customer Service Tip: The Wow Factor
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional keynote and customer service speaker and New York Times bestselling author, Shep Hyken discusses The Wow Factor. You may have recently noticed a number of books and articles about a concept called the “Wow” factor. Many consultants and business experts have been talking about this for years, but it was probably Tom Peters who really brought it to the forefront. The “Wow!” factor boils down to one thing; exceeding the expectations of the customer. It goes past great customer service. In short, the basic idea is to bring the element of surprise into your business. The concept of Wow! yells out, “Surprise! Aren’t you glad you bought from me, decided to do business with our company, etc.!” There are many ways you and your organization can do it. Last year I bought my wife a new car. Normally the quest for purchasing a new car is not one I look forward to, and this time was no exception. However, to my surprise, the experience was great, and the follow-up even greater. The owner of the dealership knew I was surprising my wife with the car. He called the next day, on a Sunday, to see how she liked the surprise. Wow! A few days later we received a thank you note and a fruit basket. Wow! Putting Wow! into what you do and sell isn’t very hard, but it is extremely effective. And I guarantee that for the receiver, it is a MOMENT OF MAGIC! To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200
Views: 42792 Shep Hyken
Six Steps to Creating a Customer-Focused Culture
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional keynote and customer service speaker and New York Times bestselling author, Shep Hyken discusses how culture is about philosophy not policy. As I travel the world and work with clients from all types of industries, they all recognize the importance of customer service and the role it plays in marketing, sales, growth and revenue. I continue to push my philosophy: Customer service is not a department. It’s a philosophy to be embraced by every member of an organization, from the CEO to the most recently hired. When asked how to go about that, the conversation always shifts to creating a culture that is customer focused. That means every decision that is made has the customer in mind. In addition, everyone in the organization understands the role they play in the overarching customer service strategy as well as the entire customer experience (CX). The best companies create policies and procedures that are customer focused. They train their people – all of their people, not just the front line – to the culture. Many times there is a playbook that clearly explains how to handle certain situations, issues, problems and complaints. This is essential to the training. Yet, it is from this point I want to go a higher level. Culture is about philosophy, not policy. We learn a lot in training. Even our onsite trainers and online courses teach the “how to” in many situations. But in the end, it’s not always about what we’ve been taught. It’s not about the specific techniques we learn in a role play. No, it’s about simply doing the right thing. Some might think this hard to teach, yet I’ll argue that it may not be as hard as one might think. Here are the steps: 1. You have to have the right people to begin with. Two parts to this. First, the leadership team must create the culture. Second, you must hire people with the mindset that is in alignment with your customer focused culture. 2. Everyone must understand the basics. Before you can empower people to do the right thing, they have a base of knowledge to work from. Therefore, everyone must go through basic customer service training that is tied to their specific roles in the company. 3. Let people do the right thing on their own. You want employees to make their own decisions. Train them in the basics and include guidelines and suggestions. Share stories of how the philosophy of customer service trumps a policy. Prove that the employees don’t have to seek out a manager for approval every time they are making a customer focused decision. 4. When employees do the right thing or go too far, both are teachable moments. Take advantage and give feedback to individual employees, and use these examples to teach others. 5. Consistently praise good decisions. This ties into the feedback just mentioned. Consistently praising good decisions removes employees’ self-imposed boundaries of what they think they can and cannot do. 6. Stay in alignment. Sustaining a customer focused culture is not easy. You can’t announce it and expect it to take hold. You can’t train everyone once and expect everything to change on a dime. Various groups within an organization will be trained more often than others, but everyone needs to be reminded on a regular basis. While this may be an oversimplification of a process to push philosophy over policy, it makes sense. And while I believe that philosophy trumps policy, there are still boundaries, which is why it’s important to hire the right people and train them to the philosophy. And once you’re there, you and your customers will reap the benefit of an organization that roots themselves in a customer focused philosophy. Shep Hyken, professional keynote and customer service speaker, customer service trainer, and New York Times best-selling author, shares his customer service tips. These tips are your how to guide to customer complaints, delivering amazing customer service, customer loyalty, customer service training, customer trust, company culture, customer experiences, sales tactics, and employee retention. To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200
Views: 9074 Shep Hyken
Five Customer Service Lessons From Zappos.com
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional keynote and customer service speaker and New York Times bestselling author, Shep Hyken shares five tips from Zappos.com. So, let’s get right into it. Here are five things that Zappos is doing right. I’m sure at least one of them, if not all five, might be appropriate for you and your business. 1. Wow Your Customers Zappos regularly exceeds expectations. Their testimonial pages are full of people amazed and in awe of the speedy delivery. I experienced this as well. I placed an order on a Wednesday, and later than night I received an email stating... “Although you originally ordered Standard shipping and handling, 4 to 5 business days, we have given your order special priority processing in our warehouse and are upgrading the shipping and delivery time frame for your order. Your order will ship out today and be given a special priority shipping status so that you can receive your order even faster than we originally promised! Please note that this is being done at no additional cost to you. It is simply our way of saying thank you for being our customer.” They WOWED me by exceeding my expectations. And, they let me know it. When you find a way to dramatically exceed your customer’s expectations, even exploit it. Make sure they know it! It’s a Moment of Magic you don’t want them to miss! 2. Never Argue About Returns Depending on your business, you may or may not have typical returns like a retailer. Still, pay attention to how Zappos treats a return. They have a 100 percent satisfaction guaranteed return policy. The company will never object about a return. In fact, Zappos actually encourages their customers to order several products, and return what they don’t want. This sort of return policy will give your customers confidence, which creates trust, and trust creates loyalty. 3. Culture Fit Zappos hires purely for a cultural fit. During the interview process they test the potential employee for their alignment to each and every one of their company values. They don’t care if you’re passionate about shoes – they care if you’re passionate about service! Once hired, every employee goes through their training program, and once completed, Zappos will offer a two thousand dollar “quitting bonus” to those employees that want to leave if they feel they aren’t a fit for the Zappos culture. 4. Customer-Centric Approach The goal of every Zappos employee is to make customers happy. They make a point to treat every customer like an individual. They strive to make every experience positive, and that every interaction is a chance to wow the customer. Especially since Zappos is an online retailer, a phone call may only happen once with a customer, so it’s all the more reason to ensure that every experience is a powerful and positive one. 5. The Culture Book Zappos is all about creating WOW – for both customers and employees. And, these WOW moments are documented in their culture book that they publish each year. The book includes submissions written by Zappos employees that answers the question, “What does the Zappos culture mean to you?” Giving employees the opportunity to contribute to these types of projects is fun and empowering. Shep Hyken, professional keynote and customer service speaker, customer service trainer, and New York Times best-selling author, shares his customer service tips. These tips are your how to guide to customer complaints, delivering amazing customer service, customer loyalty, customer service training, customer trust, company culture, customer experiences, sales tactics, and employee retention. To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200 This video will answer: How to wow your customers. What can I learn from Zappos about customer service? How should I handle customer returns? ShepTV is another Shepard Presentation (www.ShepTV.com)
Views: 8901 Shep Hyken
Customer Service Expert Shares: Secrets To Asking Questions Correctly
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional keynote and customer service speaker and New York Times bestselling author, Shep Hyken discusses how you phrase something may make all the difference - it's all in how you say it. My buddy Gary Chervitz just came back from Las Vegas. He was excited to share a customer service story with me. He prefaced it by saying it may not sound like a big deal, but after he told me what happened, I told him that while it may not be a big deal, it was still extremely important and worth sharing. Gary was at a restaurant and almost finished with his meal. He had set his fork and knife down. The server noticed he had stopped eating, yet there was still a little food left on the plate. He asked Gary, “Are you continuing to enjoy your meal?” Gary acknowledge with a simple, “Yes,” and the server came back later, after Gary had obviously finished, and took his plate. What impressed Gary was not that the server was polite and obviously very good at his job. It was the server’s question. The actual words he used, “Are you continuing to enjoy your meal?” What made that question stand out was what happened after talking to Gary when I went to dinner with my wife. Toward the end of the meal the server came over and asked, “You still working on that?” I never really thought about that question before – until that night. I replayed the conversation Gary and I had earlier that day. I contrasted the two servers’ questions. Both servers’ intentions were the same, to take care of us. It’s just the language they used. One was polite – even classy and sophisticated. The other, in comparison, was a little “raw.” Again, I’d never thought much about this before. Servers have asked questions such as, “Can I take your plate?” or “Are you finished?” They are just doing their job. Even, “Are you done with that?” isn’t bad. Until you compare it to the classiness of, “Are you continuing to enjoy your meal?” Let me share another example. I’m sure you’ve walked into a retail store and a salesperson came up to you and with a friendly smile, welcomed you and asked, “Can I help you?” Compare that with what my friends at Ace Hardware train their people to say as a greeting. Again, with a friendly smile and warm greeting, the salesperson asks, “What can I help you find today?” Totally different ways to ask the same question, even though you may get the same answer. Yet the customer experience is enhanced by the way the question is asked. In the restaurant, it is classier. In the retail store, it’s a friendlier open ended question. The secret to having people ask the right questions – in the right way – is training. Create the right question, describe the scenario, even consider role playing the scenario, and then practice it. Training and reinforcement. That’s the key to getting the people to phrase questions, responses and statements the way they should be made. It’s all in how you say it. Shep Hyken, professional keynote and customer service speaker, customer service trainer, and New York Times best-selling author, shares his customer service tips. These tips are your how to guide to customer complaints, delivering amazing customer service, customer loyalty, customer service training, customer trust, company culture, customer experiences, sales tactics, and employee retention. To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200
Views: 7136 Shep Hyken
Amazing American Express Customer Service Experience
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional speaker and New York Times bestselling author, Shep Hyken talks about an incredible customer service experience he recently had with American Express. They provided more than customer service, they created confidence. Confidence comes from trusting a company. A company's product has to work, their people have to create a great service experience, and it has to be consistent. It has to be good all of the time, not some of the time. The goal is for the customer to "own" the experience. And when that experience is consistently better than average, the company is operating in the zone of Amazement. American Express has amazed me! To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken
Views: 4270 Shep Hyken
10 Qualities That Define Outstanding Customer Service
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional keynote and customer service speaker and New York Times bestselling author, Shep Hyken shares a tip on the top 10 qualities that define outstanding service. They may confirm that what you are already doing is right. Technical Assistance Research Program (T.A.R.P.) says the winners in outstanding service are always... 1. Reliable – Your service right the first time, you honor your promises, the billing is accurate, you’re on-time. 2. Responsive – You pay attention to detail, you call customers back quickly, you provide prompt service, you eliminate the "pass around" phenomenon. 3. Competent – You know who to contact, who is in charge of what, you understand all aspects of your role. 4. Accessible – You’re easy to access by phone, the wait time is minimal, you offer convenient hours, and you make all of your contact information very easy to find. 5. Courteous – You’re Polite, respectful, considerate, friendly, and clean 6. Good at communication – You and your team can explain services, costs, time assurances, and problem solving. 7. Credible – You’re trustworthy, believable, honest, and have a good reputation. 8. Secure – You offer no risk or doubt, your location is physically safe, and you keep all information confidential. 9. Aware – Be aware of what your customer wants: price, quality, service, and appreciation. And Finally 10. Tangible – You have a physical facility, proper tools, equipment upkeep, and representation of service. (END LIST) Are you doing these? The customers' definition of quality is defined as meeting or exceeding their expectations in all of these areas! For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200 This video will answer: Do I have outstanding service? What areas of my service should I focus on? How do I improve my customer's experience? What qualities are needed for a successful business? ShepTV is another Shepard Presentation (www.ShepTV.com)
Views: 5453 Shep Hyken
5 Customer Service Tactics to Increase Sales
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional speaker and New York Times bestselling author, Shep Hyken says that as you read this, you may think this article could fall under the heading of sales tactics. He respectfully disagrees. This is all about customer service, as it focuses on the way you engage your customers to make them feel comfortable about wanting to do more business with you. And, while the examples he uses may be retail based, realize that these tactics work with any business in any industry. It can be B2C or B2B, these tactics work. To read more go to http://bit.ly/10Qcps2. To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken
Views: 3696 Shep Hyken
Customer Service Expert Shares How to Give Above and Beyond Customer Service
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional speaker and New York Times bestselling author, Shep Hyken shares how to give above and beyond customer service. Wouldn't you like all of your customers to say this? "They have the best customer service. They go above and beyond." In just the last week I've heard four completely unrelated people talk about the "above and beyond" experiences they received from people they did business with. What is going above and beyond? I asked around and the answers were generally the same. Most of the people said that it was when a company delivered an over-the-top WOW level customer service experience. Well, my definition is a little different. I've written about this before, but it is worth repeating and emphasizing. A company that goes above and beyond cannot always create the WOW level experience. The reason is because it is usually isolated to solving a customer's problem or dilemma, sometimes even a complaint. These are typically isolated incidents that don't happen over and over again. I applaud the companies that deliver in the face of a problem or confrontation. But here is where I take issue. Let's take an average company. I emphasize the word average because that is what most companies are. They deliver an average experience. Even if the company is good at handling the problems, the rest of the time they are average. Assuming that not every customer has a problem, and I'm willing to wager that most customers don't have problems, then that means most customers doing business with that company experience average customer service. My definition of above and beyond is when the company is just a little above average, all of the time. That's what the best companies do. As a result, they deliver beyond their customers' expectations. That's because most of their customers experience average at other places they do business. And I want to emphasize that it happens all of the time. That's what truly makes the difference. When you are above average and there is problem or confrontation, then you step the customer service up to take care of the customer. The result is a loyal customer who says, "They are an amazing company to do business with. And once in a while, when I have a problem, they really take great care of me. I can count on them." Your customers may not use those exact words, but that is what you want them to be thinking. Anything less probably qualifies as just average. Just be consistently better than average and your customers will do more than think of you as going above and beyond. They will think of you as AMAZING! To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200 Category People & Blogs License Standard YouTube License
Views: 7892 Shep Hyken
Customer Service Tip: How to Build Rapport
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. talks about a great way to improve customer service. Professional keynote and customer service speaker and New York Times bestselling author, Shep Hyken discusses how to build rapport. To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200
Views: 9323 Shep Hyken
Customer Service Expert Talks About Social Media Customer Service
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. For blog post of this video visit: Professional speaker and New York Times bestselling author, Shep Hyken discusses social media engagement. Most companies I work with have the social media customer service thing wrong. They typically monitor social channels like Twitter, Facebook and others and react to the comments, trying to respond and fix customer complaints. If all a company is doing is responding to customer complaints, well that is so… 2012! Within the past two years or so, companies have figured out how to take social media customer service to a much higher level. No longer do they just react to comments on social channels. They also engage in conversations with their customer communities. They interact and provide valuable information in the process. Reaction is still an important part of social service, but there is much more. First, let’s look at the concept of reaction. Here are three important points to consider. Number One: Speed counts. Reacting and reaction time is extremely important. If I wanted to have my question answered 2 hours from now, I’d have waited 2 hours to ask the question. Regardless of the social channel reaction time is paramount. Social Bakers had an interesting stat that the average wait time in social media is nine hours. That’s right. Nine hours! The 2014 American Express Global Customer Service Barometer indicates that 25% of consumers who complain on social media expect a response time of less than an hour. The bottom line is: when a customer complains, they want to get an answer now. Number Two: Stay on the same social channel. If somebody approaches you via Twitter, try not to move them to Facebook. Sure, you may want to move the customer to a private area, such as Twitter’s direct message forum. There may be times that you might have to move the customer to a phone call or maybe some other channel, but try and keep to the same channel, if possible. Number Three: Finish strong. Regardless of how upset a customer may be, start there. See what you can do to solve the problem or answer the question in such a way that the customer would want to say something nice about you via their favorite social channel. Then once the issue is resolved, you will have turned what may have started out to be potentially negative PR into something extremely positive. As the social customer service experience transforms into engagement, here are three more ideas to consider: Number One: Consider developing an app. You don’t have to spend a lot of money to get something that will engage and interact with your customers. The app can share new information about products, better ways to use your products and more. Number Two: Create a content marketing campaign. This is perhaps one of the strongest social media strategies you can have. The key is to deliver content versus blatant marketing. It’s not about asking for business. It’s about delivering value. Do it right and the business follows. Number Three: Use YouTube. Create videos that deliver value with solutions to commonly asked questions. I once bought a ping pong table and had difficulty setting it up. All I had to do was put the model number of the table in the YouTube search box and up came a video that helped me put together the table. It was like the customer service rep was standing over my shoulder telling me exactly what to do. Customer will leave comments under your videos, so be sure to interact with them there as well. Social media customer service is powerful. It’s more than reacting. Engage and interact and you’ll experience more appreciation and loyalty from your customers. Social Media photo credit: https://www.flickr.com/photos/jasonahowie/7910370882/ Jason A. Howie via http://photopin.com photopin http://creativecommons.org/licenses/by/2.0/ To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200 Category People & Blogs License Standard YouTube License
Views: 3338 Shep Hyken
Customer Service Tip from Disney
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional keynote and customer service speaker and New York Times bestselling author, Shep Hyken shares a tip about how Disney is all for one and one for all.. Today’s tip is that customer service is everyone’s job. I’m going to share a tip to help you deliver an amazing customer experience. I spoke a while ago about how Walt Disney set the example by “stooping to excellence” and this is an extension on that same service legacy. Disney called this team driven success principle “all for one and one for all.” Which meant everyone is a member of the same team. Which means yes, even managers were expected to be just as ready, willing and able to step into customer service situations, keep the park clean, and connect directly with guests - just as anyone else would. In fact, part of the training process for managers is to get out to a theme park, put on one of those huge Disney character costumes, and stroll through the theme park, entertaining the guests along the way. Now that’s what I call walking the walk! So remember customer service is not a department. It’s a philosophy. A philosophy that allows your team to be all for one and one for all. Shep Hyken, professional keynote and customer service speaker, customer service trainer, and New York Times best-selling author, shares his customer service tips. These tips are your how to guide to customer complaints, delivering amazing customer service, customer loyalty, customer service training, customer trust, company culture, customer experiences, sales tactics, and employee retention. To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200
Views: 7289 Shep Hyken
Maintain Amazing Customer Service Even After Making the Sale
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional speaker and New York Times bestselling author, Shep Hyken discusses how the most abused customer is the sold customer. Years ago, when I was just starting to speak and consult on customer service, my friend Dr. Larry Baker shared this concept with me. Now the word abused may be a bit strong, but his point was well taken. For some customers, the pre-purchase experience is better than the post-purchase experience. My belief is that the customer service starts and the experience begins the moment the customer just thinks about doing business with you. Customer service isn’t something that happens after the sale, it is also how the customer is treated leading up to the sale. And once it starts, it continues through the entire life of the relationship you have with that customer, which hopefully is for a very long time. Recently I had the pleasure of experiencing Joey Coleman present a speech on the First 100 Days. This refers to the first 100 days after a customer pays for whatever you sell. Once the customer buys from you, until the customer gets or uses the product or service you sell, is the time the buyer may have second thoughts, or worse get buyer’s remorse. This is where the customer may potentially feel abused or neglected. For example, you buy something on a website and it takes several days or longer before your order arrives. Or, you sign a contract to build a home, yet it may be months before any construction begins, let alone actually moving into the home. Or after months of consideration, you sign an agreement with a consultant, but the project doesn’t begin for 30 days. Coleman’s idea is that the best opportunity for a loyal customer comes in that first 100 days. His entire presentation was about managing just those 100 days. Of course, you need to manage the long term experience, but those first 100 days are where you have your best opportunity to earn loyalty. In the customer journey map there are many touch points. These are the places where customers interact with your employees. The idea of managing the 100 days is to create additional touch points, which further enhance the experience. This is proactive customer service. Let’s use a hotel as an example. Typically, you make a reservation, receive the confirmation, show up, go about your business, and check out. If the stay is pleasant and the hotel staff takes care of you, you’ll probably come back. However, there may be a way of enhancing the guest experience that creates a stronger bond and raises the likelihood the guest will come back. Imagine this scenario: You may make your reservation a month, or even longer, ahead of your stay. Within moments of making the reservation, you receive an email that confirms the details. That’s expected and a good start. Then, just a two days later, someone from the hotel calls you to ask you if you have any special preferences, allergies, or anything else that the hotel may want to know to enhance your experience with them. Two weeks from the date of your arrival you get another call from the hotel. This time it is the concierge calling to ask if you need any restaurant reservations or have any other needs he or she can help with. Finally, you arrive and check in. You are warmly greeted. Your requests and needs have been taken care of, and just a few minutes after you are in the room the person who checked you in calls to make sure you’re happy with your room. Two days after your stay you get a call from a hotel staffer thanking you and asking for feedback. You get the idea. This type of customer service and experience strategy will work with any type of business. Take your already great customer service up a level by adding intentional and additional interactions that confirm in your customer’s mind that he or she made the right decision to do business with you. To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go tohttp://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200 Category People & Blogs License Standard YouTube License
Views: 4272 Shep Hyken
Customer Service Training Tip - How to Handle Customer Complaints by Shep Hyken
 
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What is the best way to handle a customer complaint? Learn to improve customer service skills, even with the upset customer, by listening to Shep Hyken, customer service speaker, author and training expert. He explains in this quick 2 minute video tip. For more information about The Customer Focus (the customer service training program) go to http://www.TheCustomerFocus.com
Views: 6366 Shep Hyken
Customer Service Expert Reveals How to Handle Complaints
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional keynote and customer service speaker and New York Times bestselling author, Shep Hyken discusses his five step process for not only handling customer complaints but customer service crisis situations as well. Awhile back, United Airlines had a computer outage that lasted two and a half hours and caused 200 flight delays and six cancellations. Keep in mind, this wasn’t a single unhappy customer complaining to a gate agent at the airport. This situation involved thousands of people who were inconvenienced. I would describe a two plus hour delayed flight as a Moment of Misery™. There were thousands of angry passengers. Yet, problems like this are bound to happen at some point; just last year it happened with Delta and Southwest. And it may not be a computer glitch, but a weather problem that causes airline delays. Yet every cloud has a silver lining, and in this instance it’s a mini-case study on how to handle a customer service crisis. I can’t speak to what happened at the airport when passengers approached gate agents for help, or what happened on the phone lines as passengers tried to reach a customer service representative. I’m sure there were long lines and hold times. The individual interactions turned out either good or bad because of the individual employees’ attitudes and how well they have been trained to handle such situations. But, what I can speak to is the general response that United Airlines made, and how it was a perfect example of what to do in a crisis situation. I teach a five step process to deal with a complaining customer, and for those who follow my work, this is a short review: 1. Acknowledge the problem. 2. Apologize for the problem. 3. Fix the problem – or discuss how it will be fixed. 4. Do it with the right attitude – not just being nice, but acting accountable. 5. Doing all of this with a sense of urgency. Well, the same way you deal with individual customers is also the way you deal with a customer service crisis that impacts thousands of customers. First, United acknowledged and apologized for the inconvenience. That’s steps one and two. They responded to media inquiries and tweeted out to all of their followers: A ground stop is in place for domestic flights due to an IT issue. We’re working on a resolution. We apologize for the inconvenience. Then they fixed it, accomplishing step three. Step four was that they accepted responsibility. Maddie King, a spokesperson for United, met with the press and told them they were working to fix the problem. No excuses. In other words, United was owning the problem. Finally, there was a sense of urgency behind all of this. It took just two and a half hours to fix the problem. They worked hard and fast. Urgency is key to restoring confidence. So, be it an individual complaining or a major customer service crisis effecting thousands of customers, consider the five step process that not only fixes what is broken, but potentially restores the customer’s confidence. And, done well it may restore the customer’s confidence to a level higher than if the problem had never happened at all. Shep Hyken, professional keynote and customer service speaker, customer service trainer, and New York Times best-selling author, shares his customer service tips. These tips are your how to guide to customer complaints, delivering amazing customer service, customer loyalty, customer service training, customer trust, company culture, customer experiences, sales tactics, and employee retention. To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200 ShepTV is another Shepard Presentation (www.ShepTV.com)
Views: 16469 Shep Hyken
Personalize the Customer Experience
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional speaker and New York Times bestselling author, Shep Hyken says there is one thing that you can do that almost guarantees that your customer will want to come back and do business with you. It's more than just delivering amazing customer service. It's delivering amazing personalized customer service. The goal is to create the personal touch. This is engagement at a higher level. In its simplest form it may be just using the customer's name. However, some companies -- and industries -- have seen such value in personalizing customer service that they've taken this concept to higher levels. To read more go to http://bit.ly/1a4jHLX. To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken
Views: 1982 Shep Hyken
The Moment of Truth - Airline Success Story
 
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Go to http://www.TheCustomerFocus.com or call 314-692-2200 to learn more about Shep Hyken or to learn about customer service training. Shep discusses Jan Carlzon's Moments of Truth and how to approach even the smallest customer interactions. It's critical that at every touchpoint, no matter how small, we create Moments of Magic® by being consistently better than average. Shep Hyken is a customer service & experience expert, award-winning keynote speaker and New York Times bestselling business author. For information go to http://www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200 ShepTV is another Shepard Presentation (www.ShepTV.com) (Copyright © MMXVIII, Shep Hyken)
Views: 3026 Shep Hyken
Customer Service Expert Explains That WOW is in the Details
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional keynote and customer service speaker and New York Times bestselling author, Shep Hyken discusses how WOW is in the details. I recently posted a video about the Un-WOW. I want to discuss how, when and where you can WOW your customers. I’ve always been concerned with a company that tells me that they want to consistently WOW their customers. Like perfection is not reality, the concept of consistently WOWing customers is a lofty, if not impossible goal to achieve. Let me quickly recap my position on WOW. Once in a while WOW is achievable. WOW levels of customer service and experience are opportunities that typically fall in our lap in the form of complaints or problems we can resolve – or isolated opportunities to just do something special. So, I typically shy away from using the word WOW. However, the concept of amazement, well that is something else. Amazement is the consistent and predictable above average experience that a customer receives from a company or employee. And sometimes it’s just a little above average. The key is consistency. Without that, there is no predictability, and that leads to a lack of confidence. However, there is a place for WOW in the day to day focus on delivering great customer service. Yet, it’s not about above-and-beyond or over-the-top experiences. It’s about the details... For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200 This video answers: How do you WOW your customers? What can I do to create an amazing customer experience? ShepTV is another Shepard Presentation (www.ShepTV.com)
Views: 3573 Shep Hyken
Customer Service Training Tip - How to Create Customer Confidence by Shep Hyken
 
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Shep Hyken shares a short customer service tip from his best-selling new book, "The Cult of the Customer" (http://www.CultOfTheCustomer.com). This two minute video is about "Creating Confidence." Shep shares six common-sense tips for creating confidence with your customers. You can't begin to have customer loyalty without first having the customer's confidence. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. For more information about Shep Hyken and The Cult of the Customer, visit http://www.Hyken.com or call (314) 692-2200. (For information about customer service training go to http://www.TheCustomerFocus.com.)
Views: 5740 Shep Hyken
How to Use a Customer Satisfaction Survey to Your Advantage
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional keynote and customer service speaker and New York Times bestselling author, Shep Hyken discusses the power of the customer satisfaction survey. How important are customer surveys? Peter Drucker’s old saying comes to mind: “You can’t manage what you don’t measure.” Those surveys can give you a lot of data that you can use to improve virtually any part of your organization. There are two important parts to a customer survey that we’re going to cover today: Asking the right questions on the survey. What to do with the answers once you get them. Here’s a hint. If you don’t do anything with the answers, they probably aren’t the right questions to use on the survey. Asking the right questions should be easy, but it’s not. The right questions aren’t about collecting as much information as possible. It is about collecting the right information. Information that you can use. If you can’t use it, don’t ask for it. Otherwise, the data becomes clutter. The second part of our survey topic is about doing something with the data you get from the surveys. This is a golden opportunity to validate your efforts or find areas to improve. And as mentioned already, if you don’t use or can’t figure out what to do with the information you get from the survey questions, the questions are probably irrelevant – a waste of time for both you and your customer. While numerical surveys, like rating something on a scale of one to ten, give you great insight to overall satisfaction levels of your customers, there should be opportunity to get opinions from open-ended questions. If you’ve been following my work, then you know that one of my favorites is what I call The One Thing Question, which goes like this: Is there one thing you can think of that will make doing business with us better? If the customer gives you great ratings and still has a good “one thing” suggestion, then you have an opportunity to improve on greatness. Still, any “one thing” suggestion is potentially a great suggestion. Furthermore, it may give you some insight into what your individual customers might want or need, allowing you to customize their experience. Here’s a story to illustrate this concept. I recently stayed at the amazing Silver Baron Lodge in Deer Valley, Utah. I had a great chat with Mary Ann Empey, the manager of the property. We talked about surveys and she shared with me a great example of how she used information to impress one of her regular guests. This guest had stayed many times at the Silver Baron for his family ski trips. After each stay he filled out the resort’s survey with positive ratings. Except the last time. While the ratings were still great, in response to one of the open ended questions he commented (or complained) that there weren’t any 20 pound dumbbells in the workout room. Mary Ann, who reads every comment card, wanted to right what the guest thought was wrong. She immediately went out and bought two 20 pound dumbbells and kept them in her office – for over a year – until the guest returned. Upon his arrival she presented the weights as a gift to the guest, who was surprised and couldn’t have been happier. Think about this. Good questions give you good information. It’s what you do with the information that’s really important. And, while the responses may give you insights to the general customer experience, sometimes it’s the extra comments that can give you the opportunity to create a customized experience, one that endears you to the customer and gets them to come back again and again. For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200
Views: 13514 Shep Hyken
Customer-Focused Tips from Virgin Airlines
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service keynote speaker and expert. Five ways that Virgin Airlines gets it right. These are my observations based on my personal experience with Virgin, as well as some research written about them in the past. 1. Virgin treats employees the way they want their passengers treated, if not even better. 2. Richard Branson practices the concept of “Customer Service by Walking Around 3. Communication – Clear communication is the best way to avoid problems, and provide excellent service. 4. Wow Is in the Details 5. Your Employees Are Your Competitive Advantage Shep Hyken, professional keynote and customer service speaker, customer service trainer, and New York Times best-selling author, shares his customer service tips. These tips are your how to guide to customer complaints, delivering amazing customer service, customer loyalty, customer service training, customer trust, company culture, customer experiences, sales tactics, and employee retention. To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200 Photo Credits: All from http://photopin.com http://bit.ly/2mZF6Rs, http://bit.ly/1hYHpKw, http://bit.ly/2m8EcEB, http://bit.ly/1hYHpKw, http://bit.ly/2mnF9tc, http://bit.ly/1mhaR6e, http://bit.ly/2mRevqK, http://bit.ly/1mhaR6e, http://bit.ly/2mE96pP, http://bit.ly/2lqK9OJ, http://bit.ly/2mDYpno, http://bit.ly/2mDYpno, http://bit.ly/2mE6us0, http://bit.ly/2mqbRKV, http://bit.ly/2lJ0dXi, http://bit.ly/2lqUgmr, http://bit.ly/2m6ipvG, http://bit.ly/2mZK0y3, http://bit.ly/2mZLvfl
Views: 1649 Shep Hyken
Customer Service Tip: Little Things Can Make a Big Difference
 
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Go to http://www.Hyken.com or call 314-692-2200 to learn more about Shep Hyken or to learn about customer service training. Every week I stay at different hotels around the world as I travel for my speaking engagements. And, every morning I get up in these hotels and take a shower. I reach in to turn the knob for the water, which is usually a few feet below the showerhead. I turn the knob to what I hope is the correct water temperature and pull my arm out just as fast as I can – to avoid the cold water that is about to shoot out of the nozzle and hit my arm or other parts of my body. Okay, that doesn’t seem like a big deal – and it’s not. That is, until you experience something better. On one of those mornings, many years ago, I noticed that the housekeeper had turned the shower head toward the wall so that the guest – that’s me – wouldn’t have to experience the cold water that first came spraying out of the shower. Such a small thing, but a thoughtful and much appreciated gesture. Small, but what a brilliant customer focused idea. And, it may seem like a little thing, but it makes a difference. Since that time, every time I turn on the shower I look to see if the shower head is aimed at my arm below or at the wall. If it’s aimed straight down, I’ll turn it away. Now, how many times do you think I’ve had to turn it away? You probably guessed, almost every time. This simple act of turning the shower head toward the wall so the guest won’t get sprayed with cold water would take the housekeeping staff two seconds. That’s it! There are some hotels that have figured this out. One morning I reached in to turn on the shower and didn’t see the knob. Where could it be? On the opposite wall! The wall that didn’t have a shower head looming above it, waiting to spray me with cold water. I smiled and took my time turning on the water. That was just a little improvement. A nuance of a positive change. Very, very minor, but it made me think, “Why can’t this be the norm? Why is almost every shower, in almost every hotel I’ve stay in, not designed this way?” This is a rhetorical question. I don’t need an answer. With today’s acute focus on the customer experience, the best companies are paying very close attention as they design the customer experience. They look for ways to improve the experience or avoid a mistake. Something as simple as putting the knob on the opposite wall of the shower head, or at least turning the shower head toward the wall, is an example of a minor improvement that may go unnoticed, until it later is. So, what’s your organization’s version of the shower head? Where can you make a minor change that improves the customer’s experience, if even just a tiny bit? Talk about it with your colleagues. Brainstorm it. And, then make it happen. Here’s to a better, even just a tiny bit better, customer experience! Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200 ShepTV is another Shepard Presentation (www.ShepTV.com)
Views: 6694 Shep Hyken
Customer Service Tip: Be Accountable
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional keynote and customer service speaker and New York Times bestselling author, Shep Hyken discusses the importance of accountability. Accountability is a higher level of being reliable and dependable. It means you take personal stock and responsibility for what you do for your customers. You get to take credit for all of the good and accept responsibility for any of the bad. When you are accountable, there becomes a psychological tie/bond between you and your customers. This is hard to put into words, but I'll try. Accountable people hold longer relationships with their customers because trust reaches a higher level. The customers feel that it would be difficult to find someone who cared as much. Here is an example of accountability. Let's say I check into a hotel. While in my room I realize that the nightstand light is burnt out. On the way to dinner I walk by the front desk and tell the gentleman who checked me in earlier that the light is burnt out. He says he'll take care of it. Now, do you think this guy will leave the front desk, find a light bulb and go to my room to change it? I don't think so. Instead, he'll probably pick up the phone and call the maintenance department and someone else will fix it. That is an example of reliable or dependable behavior. To take it to the level of accountable behavior, there has to be more. An hour later the gentleman from the front desk calls back the maintenance department to confirm that they fixed the light. Then he calls my room and leaves a message on my voicemail that goes something like this: "Hello Mr. Hyken. This is James at the front desk. Just wanted to let you know that I've called the maintenance department and they said they fixed your light. If for some reason it is still burnt out, please call me at the front desk. I am here until midnight. And, if you have any other problems or need anything else, you can call me for those as well. Thanks for staying at our hotel!" The front desk clerk has taken ownership of my stay. That is what accountability is. When you can hold someone accountable, and they accept, the relationship goes from just transactional to long term! To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200
Views: 2628 Shep Hyken
Three Customer Service Lessons From Lexus
 
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Go to http://www.Hyken.com or call 314-692-2200 to learn more about Shep Hyken or to learn about customer service training. Over the years, Lexus has been known for the outstanding customer experiences they provide. With that in mind here are three lessons you can learn from Lexus… 1) Create an Experience for the Customer – Lexus, one of the top luxury automakers in the world, touts the “Lexus Experience.” They want buying and driving one of their cars to be an experience, not just a purchase. And they are successful at creating the experience. People are willing to pay more money for a Lexus automobile, not just because they manufacture a great car, but because of the great service and experience they deliver. Here is a good way to start creating that kind of customer experience. Ask yourself two questions: One - When my customers or clients do business with me, what do they feel? And Two - What do I want them to feel? Once you have the answers to those questions, you are on your way to not just creating value for your customers and clients, but also creating the experience. 2) Don’t Just Fix the Problem. Fix the Customer. – Lexus tenaciously trains their people in customer service. At one of their corporate meetings they had a roleplay exercise where some of their employees pretended to be unhappy customers and others pretended to be employees at a dealership. It was fascinating to watch great training come to life, as the employees representing the dealership managed the customer’s complaints with skill and tact. One very clear message came out of the exercise. They were not just trying to just fix the car. They also wanted to fix the customer. At Lexus, they recognized that a broken car can also mean a broken customer. The challenge is to fix both. And, 3) Set the Tone – It’s important to create an expectation. Set the right tone by implementing a customer service vision that all employees can easily understand, Lexus sets the tone with The Lexus Covenant, part of which states, “Lexus will treat each customer as we would a guest in our home.” That simple statement is easily remembered and understood by everyone in the organization. So, there you have it, three lessons from Lexus that you can use to help improve the customer service in your organization: create an experience, don’t just fix the problem, fix the customer, and set the tone for your organization. For information about customer service training go to http://www.TheCustomerFocus.com.
Views: 1186 Shep Hyken
Customer Service Speaker Discusses Definitions of Customer Service
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional keynote and customer service speaker and New York Times bestselling author, Shep Hyken asks how YOU define customer service. What's your definition of customer service? #Custserv. I list some findings on customer service definitions. Okay, here is a twist. Not to diminish the awesomeness of these definitions, but the reality of all of these definitions, mine included, don’t really count. I’ve written about this before, and it is worth sharing this comment again. Regardless of how good these definitions are – and they are good – in the end, it’s the customer’s definition that counts. The customer defines what service means to him or her. The customer’s definition, in most cases, becomes the expectation, and it is up to the company – and the people in the company – to not just meet but exceed that expectation. Shep Hyken, professional keynote and customer service speaker, customer service trainer, and New York Times best-selling author, shares his customer service tips. These tips are your how to guide to customer complaints, delivering amazing customer service, customer loyalty, customer service training, customer trust, company culture, customer experiences, sales tactics, and employee retention. To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200
Views: 2681 Shep Hyken
Customer Service Phrase to Avoid - "We Can't Do That"
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional keynote and customer service speaker and New York Times bestselling author, Shep Hyken discusses the phrase we can't do that. It happens all of the time. A customer makes some kind of special request. It’s not that it is all that special. It’s just not the norm. And, the first response from the employee is, “We can’t do that.” My wife knows that I love pesto sauce. There is a restaurant in our area that has a delicious meal with pesto. However, their pesto is a creamy pesto sauce. We found out they make regular sauce and just add the cream to it before mixing it into the dish. So, one day my wife asks if they can leave out the cream. Their response, “Absolutely. Happy to do it.” So, we’ve been ordering lunch from them, probably once or twice a month, for over a year. They have always been accommodating. Until today. When my wife placed the order for the pesto without cream, she heard those ugly four words: “We can’t do that.” My wife’s response was, “We order it this way all of the time.” After putting her on hold for several minutes, the employee came back on and said, that they would do it. A happy ending, but still a flawed service experience. What happened was that this was a fairly new employee. She had been trained to take an order, but not to be flexible and consider accommodating special requests. What should have happened instead? Other than more training about the menu items, at least train the employee on how to respond when he or she doesn’t know what to do. Don’t just assume the answer is no and tell the customer, “We can’t do that.” Instead, ask the customer to hold a moment. Ask someone else, in this instance the manager or even the chef, and come back on and say, “Happy to do it. By the way, thanks for your patience. I’m fairly new and still learning.” And, that is for the first time that the request is made. From that point forward, the employee now knows they can make pesto sauce without the cream. She (or he) should never have to put a customer on hold and ask that question again. The lesson is simple: Teach employees to avoid the dreaded phrase, “We can’t (or won’t) do that.” And if an employee truly can’t do something, teach him or her how to properly break the news to the customer. There aren’t that many reasons to say “no” to a customer. You can be out of an item. It’s something you don’t do. It can be illegal, and you don’t want to break the law. Or, it can even be an unreasonable request that can’t be met. Regardless of the reason, there are many things you can say instead of, “We can’t do that.” Imagine we asked for pesto sauce, with or without the cream, and the restaurant happened to be out of it – or never even had it on the menu at all. Rather than, “We can’t or won’t do that,” the employee could say, “We’re out of pesto sauce. I’m sorry about that, but you may love our marinara or meat sauce. Would you like to try that today?” Now doesn’t that sound a lot better than, “We can’t do that”? For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200
Views: 2023 Shep Hyken
Customer Service Expert Tip: Creative Problem Solving
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional keynote and customer service speaker and New York Times bestselling author, Shep Hyken discusses thinking creatively to solve problems. The travel and hospitality industry provides a variety of customer service examples – some good, and some not so good. On a recent business trip I witnessed one of these positive examples. During the beverage service of the flight, a passenger asked the flight attendant for iced tea. Sometimes there are cans of iced tea, just like there are cans of soda. This time there wasn't. But the flight attendant had an idea for the passenger. She said “Isn't iced tea just hot tea poured over ice? If you can wait a few minutes, I would be happy to brew some hot tea and bring a cup of ice to go with it.” Hence, iced tea! The passenger was delighted! The lesson here is simple and again it is about being a problem solver. Sometimes we have to think out of the box – or in this case the can – to come up with solutions. The best people know how to look for opportunities to show how good they are! Shep Hyken, professional keynote and customer service speaker, customer service trainer, and New York Times best-selling author, shares his customer service tips. These tips are your how-to guide to customer complaints, delivering amazing customer service, customer loyalty, customer trust, company culture, customer experiences, sales tactics, and employee retention. To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees.
Views: 1987 Shep Hyken
Customer Loyalty Tips from Amazon
 
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Customer Service Training tip from Shep Hyken about customer loyalty, for more info visit www.hyken.com or call 314-692-2200. Since this month is customer-loyalty month, I thought it would be a great time to share some tips from a company who truly knows how to create customer loyalty, and that company is Amazon.com. So, let’s get right into it. Here are five ways Amazon creates loyalty! 1. Put the Customer First – The first question that Amazon asks when rolling out a new program is very simple, “Is this going to be right for our customer?” The second question they ask is, “Is this right for Amazon?” I’d say that makes them the definition of customer focused. By the way, many companies make a mistake and put the second question before the first – that’s if they ever even ask the first question at all. 2. Set It and Forget It – Amazon makes it easy. Think about the last time you were doing laundry or the dishes and used the last bit of the soap – and then forget to pick up more when you went out shopping. Wouldn’t it be more convenient if you could have a button right on the washer, that you can push whenever you notice you are almost out? Then, almost as if by magic, the soap shows up the next day on your doorstep. The great minds at Amazon have it figured out. Amazon has their customers in mind and knows what they want and that is ... convenience! That button feature I just described is their Amazon Dash button. It allows users to have a button that is connected to Wi-Fi, that when pressed, alerts Amazon to deliver the product. This makes it easier than ever for the customer to order consumables that they frequently purchase. You just adhere the button to a convenient place and it is there when you need it. Amazon has created the first step in home automated logistics. 3. Create a Loyalty Program That is So Good That the Customer Would Pay for It – The Amazon Prime Membership, for which customers pay an annual fee, offers free two-day shipping on most purchases. It is all about speed and convenience. Their customers love it and are willing to pay for it! Of course, Amazon Prime Membership doesn’t end with free two-day shipping. They also offer free video and music streaming, unlimited photo storage, a free Kindle eBook every month – plus a rotating section of over a thousand eBooks that are available for free, Prime Early Access to Amazon’s daily lightning deals, and much more. As for the loyalty factor, the average Prime Member spends about $1,200 annually compared to just $500 per year for non-members. 4. Keep the Interactions Human - Amazon.com is a great technology company, and even if you never interact with an Amazon employee, you still feel like you are receiving great service, that is, until the technology fails. So, when it does fail, it’s a simple matter of picking up the phone and dealing with one of Amazon’s very helpful customer service representatives. Amazon recognizes that even with their amazing system, they still need the backup of human support. And, by the way, when the customer is taken care of by an Amazon employee, the customer feels an even stronger connection. This can’t always be said about technology companies, but Amazon once again delivers on what their customers want. 5. Remember Your Customers – There are some very sophisticated ways of tracking customers and getting data on their buying patterns. If used the right way, you can deliver an even better experience. Every time I sign in to Amazon, I’m welcomed with a message: “Hello Shep. Welcome back.” They also make suggestions based on my previous searches and purchases. If I search for a type of product I have already ordered, it even populates “Buy it Again” at the top of my search, making it easy for me to reorder a product. Their system was built to take care of me, because they know me. By the way, it doesn’t matter if it’s online or in person, remembering your customers works in every customer interaction. For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200 ShepTV is another Shepard Presentation (www.ShepTV.com)
Views: 2228 Shep Hyken
Five Steps to Managing Complaints on Social Media
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional speaker and New York Times bestselling author, Shep Hyken talks about how to respond to the irate customer who decides to air his or her grievance using social media channels instead of reaching out to the company directly. Or worse, maybe they tried to reach the company via traditional channels and didn't get the response they were looking for. This video has shares five simple steps to managing a customer complaint on Twitter, Facebook and other similar social media channels: To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken
Views: 1320 Shep Hyken
Customer Service Expert Shares a Training Tip: 5 Ways to Build Customer Trust
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional keynote and customer service speaker and New York Times bestselling author, Shep Hyken discusses creating customer trust. It’s an old adage that I’ve mentioned before: People, as in customers, like to do business with people they know, like, and trust. The knowing and liking is easy. Just creating a good image and having a good reputation makes it easy for customers to want to like you. But, the trusting is more difficult. You have to earn your customer’s trust by following through and creating a predictable experience. Creating trust is paramount to creating customer loyalty. And anytime you have an opportunity to prove yourself and establish a little more trust with the customer, take advantage of it. So, how do you know when your customers trust you? Aside from repeat business, referrals, and accolades, there is one word that you are looking for them to use as they describe you. That word is always. They are always so nice. They always take care of me. I can always count on them. And when there is a mistake or a problem, they always fix it. So how do you get to that level of trust? How do you get the word always to be part of your customers’ description of you? Watch the video to find out 5 things that will help you create customer trust. Shep Hyken, professional keynote and customer service speaker, customer service trainer, and New York Times best-selling author, shares his customer service tips. These tips are your how to guide to customer complaints, delivering amazing customer service, customer loyalty, customer service training, customer trust, company culture, customer experiences, sales tactics, and employee retention. To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200
Views: 2453 Shep Hyken
Customer Service 101 - Five Foot Ten Foot Rule
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional keynote and customer service speaker and New York Times bestselling author, Shep Hyken talks about a Moment of Misery to avoid. To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200
Views: 3129 Shep Hyken
Customer Service 101: Ten Foot, Five Foot Rule
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional speaker and New York Times bestselling author, Shep Hyken, talks about a very basic customer service concept or strategy that you may be familiar with, except he adds a twist! To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. For information about customer service training go to http://www.TheCustomerFocus.com.
Views: 4886 Shep Hyken
Customer Service Tip on Listening Skills
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional keynote and customer service speaker and New York Times bestselling author, Shep Hyken shares a tip on listening skills. Listening is essential in business. It takes effort to be a good listener. We can stereotype people’s ability to listen into three basic types: 1. Marginal Listening – You are just there, hardly concentrating. You may hear the message, but it’s not sinking in. The customer may even feel a lack of attention. 2. Evaluative Listening – You form opinions and make judgements, often premature. Sometimes impatient, easily distracted, often causes a defensive or uncomfortable response. 3. Active Listening – This skill takes mastering. It involves courtesy and concentration. This is the type of listening skill you want! So work on your active listening skills. Listen between the lines – people often reveal more in what they don’t say than in the words they actually choose to speak. Spot the gaps by letting people complete their answers. Never interrupt or finish someone’s sentence for them. Shep Hyken, professional keynote and customer service speaker, customer service trainer, and New York Times best-selling author, shares his customer service tips. These tips are your how to guide to customer complaints, delivering amazing customer service, customer loyalty, customer service training, customer trust, company culture, customer experiences, sales tactics, and employee retention. To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200 This video will answer: How can I be a better listener? How can I provide the best customer service? What type of listener am I?
Views: 2245 Shep Hyken
Customer Service Training Tip - Starting Over by Shep Hyken
 
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A short customer service tip from Shep Hyken's best-selling book, "The Cult of the Customer." This two minute video is about taking initiative and "Starting Over." You are only as good as the last customer's experience. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. For more information about Shep Hyken and The Cult of the Customer, visit http://www.Hyken.com or call (314) 692-2200. For customer service training information go to http://www.TheCustomerFocus.com.
Views: 3561 Shep Hyken
Customer Service Expert On Traits of a Good Employee
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional keynote and customer service speaker and New York Times bestselling author, Shep Hyken discusses what traits good employees possess. One of my subscribers recently asked me, "What traits a person must have to deliver a good customer service experience?" This isn't just for customer support reps either, he was looking for a person in their I.T. department. First, as you think about traits, you should consider both the attitudes and the skills. The skills are quite obvious. Attitude however is the way you would describe someone. For example, he or she is fun, helpful and personable. There is an exercise we occasionally do in some of our workshops. We have a large white board or flip chart and we ask the audience to shout out traits of someone who would be good at customer service. As you can imagine we get many different answers. However the list is always mostly full of attitudes people have, and only a handful are skills people have. Now attitudes are definitely important, but some jobs require certain skills. Such as I.T., those peeps are super smart and comprehend things an average person just can't. So my suggestion is to gather a group of employees to go through the exercise to pinpoint the attitudes that they feel are necessary and then go through and add in those necessary skills. If you find a person with all those skills, well you may just have found that next AMAZING person to join your team! Shep Hyken, professional keynote and customer service speaker, customer service trainer, and New York Times best-selling author, shares his customer service tips. These tips are your how to guide to customer complaints, delivering amazing customer service, customer loyalty, customer service training, customer trust, company culture, customer experiences, sales tactics, and employee retention. To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200 This video will answer: Do I have customer service skills? Do I have a customer service attitude? How to hire the right person. How do I make sure to hire someone for my culture? ShepTV is another Shepard Presentation (www.ShepTV.com)
Views: 1679 Shep Hyken
Customer Service Expert Discusses Customer Service and Technology
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. A recent article, on RetailWire.com, posed a question about which of two customer loyalty strategies delivered greater ROI. Is it a customer service experience, or is it the technology that integrates ease, simplicity and speed into the product? My answer to this is simple: Both! Technology is amazing. Customer service is amazing. When you marry the two of them, you can have a winning combination. A long time ago I sat in on a sales presentation where the sales rep told his customer about the benefits that his company could offer. He said they offered great customer service, speed and price. Then he added that the customer could choose two of those three. Maybe that was acceptable twenty years ago. But today, that doesn’t fly. The customer expects, and even demands, all three. Customer service is a non-negotiable. So the answer to the question posed at the beginning is simple. You don’t offer the customer a choice between technology that offers “ease, simplicity or speed” or a better customer service experience. You must offer it all. Shep Hyken, professional keynote and customer service speaker, customer service trainer, and New York Times best-selling author, shares his customer service tips. These tips are your how to guide to customer complaints, delivering amazing customer service, customer loyalty, customer service training, customer trust, company culture, customer experiences, sales tactics, and employee retention. To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200 Category People & Blogs License Standard YouTube License
Views: 2236 Shep Hyken
Customer Service Expert Explains How to Make Customers Feel Special
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional keynote and customer service speaker and New York Times bestselling author, Shep Hyken discusses how to make customers feel special. You do the same thing, over and over each day. Work is a routine. You might even get bored. So how do you stay motivated to be nice to your customers? So, no matter how long you’ve been doing what you do, no matter how many times you’ve done it, no matter if you are bored by it or still get excited about it, each time you interact with your customer, it’s your opportunity to make them feel special… as if they are your only – and most important – customer. Shep Hyken, professional keynote and customer service speaker, customer service trainer, and New York Times best-selling author, shares his customer service tips. These tips are your how to guide to customer complaints, delivering amazing customer service, customer loyalty, customer service training, customer trust, company culture, customer experiences, sales tactics, and employee retention. To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200 Category People & Blogs License Standard YouTube License
Views: 3401 Shep Hyken
How to Stay Competitive - Customer Service Tips
 
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Go to http://www.TheCustomerFocus.com or call 314-692-2200 to learn more about Shep Hyken or to learn about customer service training. Over the last few weeks, I’ve been reading about predictions and trends for 2018. It got me thinking about the actions we must take to be competitive. Regardless of your industry, everything has changed about the way we do business. There are some businesses that claim they’ve done things the same way for years, decades, even a century. They claim they do business just as their fathers and grandfathers did. Nothing has changed. I disagree. Take a taxidermist, for example. Things have been the same in this business for over 100 years, stuffing and mounting animals. The owner claims nothing has changed… Except for today, he has a website, a Facebook page, and a mobile phone. None of these were around when his great-grandfather started the business. Much has changed. A business must keep up with the times. If they don’t, they will be disrupted and find themselves either playing catch up or worse, shutting down altogether. With that in mind, I’d like to share five customer service tips every business must do to stay competitive in 2018: Embrace the changing expectations of your customer: This one I’ve touted every year. The customer expects more than ever. They no longer compare you to just your competitors. They compare you to any company they like doing business with. So, be prepared to keep up. Personalize the experience: The concept of personalization has been around for a long time. Make recommendations that are specific to each customer. Whether you invest in sophisticated software that tracks and analyzes customer data, or you simply remember them when they walk through your doors, recognize your customers want and expect you to give them a personalized experience. React quickly, especially on social media: When a customer needs support or a question answered and they email it to you, they don’t want to wait two days to get a response. They don’t want to call and be put on hold for an hour. They want a resolution now. If you don’t already offer good self-service solutions that will get customers their answers immediately, at least be able to respond to them in a reasonable amount of time, not hours or days. Don’t let technology pass you by: Invest in the right technology to drive a better customer experience. High cost is no longer an excuse. Many software solutions have come so far down in cost that even the smallest businesses can afford them. Stay up-to-date with the solutions available to you that can help drive a better customer experience. Be more convenient than you’ve ever been before: If you want to separate yourself from your competition, be more convenient. How easy are you to do business with? It could be extended business hours, more locations, or an easy-to-use website. The company that makes it easier and more convenient for the customer wins. There you have it, five ways to deliver a better-than-ever customer service experience. Are there more ways? Sure, there are! I’ve written books on many, many more ideas, tactics, and strategies. But, these are what I’d call “keep-up-with-the-times” types of tips. So, go out there and take care of the customer like you never have before. That’s what it will take to make 2018 great for your business. This video will answer the following: How can I stay competitive? How do I create better customer experiences? What are the customer service trends? What has changed in the way we do business? Shep Hyken is a customer service & experience expert, award-winning keynote speaker and New York Times bestselling business author. For information go to http://www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200 ShepTV is another Shepard Presentation (www.ShepTV.com)
Views: 1387 Shep Hyken
Customer Service Expert Shares 7 Ways to Build Online Customer Trust
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. For blog post of this video visit: http://bit.ly/1plopyJ Professional speaker and New York Times bestselling author, Shep Hyken shares 7 ways to build online customer trust. It’s easy to build trust when you have the opportunity to connect with customers in person. You can look into their eyes, read their expressions, and interact at a more personal level. Even on the phone you can listen to a customer’s tone of voice and react accordingly. But, building trust online is a different story; not necessarily more difficult. Just different. Certain companies have excelled at building online trust, such as Zappos, Apple, and Sephora. Their reputations are stellar. They are recognized in many surveys and studies as top ranked online retailers. Interesting to note that Apple and Sephora are also topped ranked traditional retailers, known for delivering an amazing customer service experience. That trust has crossed over into the online world. So, how do these companies build online trust? Here are seven common sense ways to do so. Unfortunately, they aren’t always so common. 1. Remember that people do business with people. Even in the online world where customers purchase through your website, remember that the website was designed by people to be used by people. Make the site easy to navigate and simple to understand. 2. Be accessible through multiple channels. In other words, you may have a great call center, but you should also have support available through the other channels a customer may want to use, such as email, texting, Facebook, or Twitter. 3. Make contact information available on every page of a website. Make it easy for a customer to call, email, or connect with you instantly. 4. Keep telephone hold times to a minimum. It can be frustrating for a customer to have to wait for extended periods of time. It sends a message that the company doesn’t care enough to staff properly. As an alternative, consider technology that will let the customer know how long the wait time is with the option of an automatic call-back. 5. When a customer contacts you via social channels, respond quickly – which means minutes, not hours or days. If I wanted my question answered two hours from now, I would have waited two hours to ask the question. 6. Share social proof. Use testimonials from happy customers to help prove trust and increase a customer’s confidence to do business with you. 7. Ask your customers to post online reviews. This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200 Category People & Blogs License Standard YouTube License
Views: 2972 Shep Hyken
6 Customer Service Tips for Improving Social Media Support
 
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Go to http://www.Hyken.com or call 314-692-2200 to learn more about Shep Hyken or to learn about customer service training. What does a social media marketing conference have to do with customer service? Plenty! It’s been said that customer service is the new marketing. If that is true – and it is – then social media customer service is the updated version of that. And, if you’ve been following my work, you’ve heard me talk or write about how social media is a viable way to deliver amazing customer service. Regardless of the customer interacting with you in person, on your website or through social media channels, the experience should be one that brings the customer back, and more important, gets the customer to talk about you to their friends and colleagues. Customer service done right is one of your best marketing strategies. And, social customer service allows you to take the interactions with your customers to an even higher level. This is the second year in a row that Social Media Marketing World has had a social customer care track. A special thank you to Dan Gingiss and the SMMW team for putting this together. It is proof that social customer care is something that companies cannot ignore. Social media channels like Twitter, Facebook, YouTube, etc. have gone from being an alternative channel for customer service to a primary channel. So, if you aren’t already tied into social media customer service, the time to do it is… Now! Here are a few simple strategies that any and all companies can do to stay “social” with their customer service. 1. Start by having an account on social channels. I’m amazed at how many companies choose not to participate on social media. This is no longer an option! And, when I’m asked which channel a company should participate on, I respond with a simple answer: “Wherever your customers are.” 2. Monitor those channels to catch any mentions of your company. This can be done with various software programs, some that are even free. You want to know whenever anyone says anything about your company – in real time. 3. Respond to all mentions, not just complaints. One of the worst things a company can do is ignore comments – especially complaints. Social media is a public forum. If someone leaves a comment, there will be others watching for a response. While this is especially important if a customer complains, all comments should be acknowledged and responded to. 4. Respond quickly. If you are going to respond to every post, as you should, do it correctly. That means respond quickly. Don’t wait for hours, or even days. Respond within an hour – ideally within a few minutes. 5. Be real. When responding to comments and complaints, make it personal. In other words, don’t use copied and pasted responses. People are watching and you’ll get caught with canned, impersonal responses that make it look like you don’t truly care about your customers. 6. Proactively engage with your community. This means you don’t wait for a customer to post something about your company. Your brand needs to push out content to customers that is interesting and relevant. This is not blatant promotion, like a discount coupon. Just provide great information that adds value to your customers. Some call this marketing, and I won’t disagree. But, then I go back to what I mentioned in the beginning, customer service is marketing! Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken 314-692-2200 ShepTV is another Shepard Presentation (www.ShepTV.com)
Views: 1517 Shep Hyken
Customer Service Apology With  A Personal Touch
 
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Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert. Professional speaker and New York Times bestselling author, Shep Hyken shares an example of a customer service apology delivered with a personal touch. Every so often we order lunch "to go" for the office. Last week we ordered twice from the same restaurant. Both times, I had the unfortunate experience of the lunch order being wrong. So, we called to let them know. We ended up talking to the manager. We just wanted to say that twice this week they got the order wrong. So, how did the manager respond? Exactly what we expected he would do. Want to take an apology to a higher level? Then find a way to add the personal touch. The customer will appreciate it and most important, will have a renewed respect and confidence about you and your company. To hear more customer service tips, listen to interviews, read his blog and learn about The Amazement Revolution go to http://www.hyken.com. Shep is a customer service expert and the Chief Amazement Officer (CAO) of Shepard Presentations. As a professional speaker and author, Shep helps companies build loyal relationships with their customers and employees. For information about customer service training go to http://www.TheCustomerFocus.com. Facebook: http://www.facebook.com/ShepHykenSpeaker LinkedIn: http://www.linkedin.com/in/ShepHyken Google+: http://www.gplus.to/ShepHyken Twitter: http://www.twitter.com/Hyken
Views: 1761 Shep Hyken