Shep Hyken – Medium

3 days ago

Press One to Do This, Two to Do That … Phone Tree Abuse!

We’ve all experienced it. We’ve called the customer support line, and a pre-recorded message answers stating, “Press one for this, two for that, etc., etc. Well, it happened to me again — the third time this week — and this is how it went down. I listened to the prompts…

Phone Tree

3 min read

3 days ago

Customer Support Vs Customer Success

AMAZING BUSINESS RADIO: SAM CUMMINGS Building Customer Relationships After the Deal is Closed Shep Hyken interviews Sam Cummings, award-winning Customer Success Manager, Data Scientist, and co-founder of Data Plant. He shares how companies can empower their teams to provide value, create great experiences, and build customer relationships. Top Takeaways: What is the difference between customer support…

Customer Support

3 min read

Aug 4

The Difference Between Good and Great in Customer Service

If you had to have surgery, would you rather go to the most skilled surgeon or the nicest surgeon? I was at a party the other night and someone I met shared his opinion of the difference between a good doctor and a great doctor. A good doctor makes you…

Good Customer Service

3 min read

The Difference Between Good and Great in Customer Service

Aug 3

Seven Ways to Handle Abusive Customers (And One Way Not To)

No employee should be treated poorly by customers. I feel bad for the people who work at the airport luggage office. …

Angry Customer

3 min read

Seven Ways to Handle Abusive Customers (And One Way Not To)

Aug 2

The Price Whisperer

AMAZING BUSINESS RADIO: PER SJÖFORS The Relationship Between Value, Customer Experience, and Price Shep Hyken interviews Per Sjöfors, aka “The Price Whisperer,” Co-founder of Sjöfors & Partners and author of The Price Whisperer — A Holist Approach to Pricing Power. …

Customer Experience

2 min read

Jul 28

Is Intentions More Important than Perfection?

Not long ago, I wrote about calling your customer or an employee “honey.” It generated dozens of comments. One of our subscribers made a good point. He agreed that the lesson is about being “socially correct,” but perhaps we should look beyond the name that is used and instead consider…

Employee Engagement

2 min read

Is Intentions More Important than Perfection?

Jul 27

Exit Interviews and Staying Interviews

One of my favorite sayings is, “What’s happening inside an organization is felt on the outside by the customer.” You can’t expect to consistently deliver a great customer experience if you aren’t creating a great employee experience. …

Employee Engagement

3 min read

Jul 26

Human-Centered AI

AMAZING BUSINESS RADIO: DEON NICHOLAS Using AI to Enable and Empower Customer Service Agents Shep Hyken interviews Deon Nicholas, CEO and Co-Founder of Forethought, a company that builds human-centered AI to transform the customer service experience. …

2 min read

Jul 21

Another Lesson on How to Handle Angry Customers

At a recent conference, I enjoyed an interview with a business owner who shared some of his customer service philosophies. His name is Clay, and he is a very smart guy. He taught several lessons that day, but the one that stood out was how he handles angry customers. …

Handling Angry Customers

3 min read

Another Lesson on How to Handle Angry Customers

Jul 20

Different is Better Than Better

I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. This was my big takeaway as I listened to supermodel, talk show host, producer, writer, actress, and entrepreneur Tyra Banks share her life story at CCW (Contact…

Brand Identity

3 min read