Archive for Shep Hyken

The two sides of customer service training

3384.png Understanding what it means to deliver great customer service and being the type of person who can deliver it are two very different things. Anyone can read about strategies or participate in …



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Customer service goal: We don’t want you to come back

3384.png Do you ever get the feeling that some business' customer service goal is the keep the customer from coming back? Sometimes, it is an employee's lousy attitude that makes you feel unwelcome and …



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How to turn customer service best practices into standard practice

3384.png It was just another day of travel. I was flying to Las Vegas, the night before I was to present another customer service speech. The client had arranged ground transportation, which meant I would …



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Customer loyalty test: Will your customer evangelize your business?

3384.png The term "loyalty" usually brings to mind a long period of time … in other words, a lifetime customer. However, when I teach the concept of loyalty, I like to change the focus a bit. Don't …



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Using customer feedback as an advantage

3384.png Customers have always had a voice, but today it is louder than ever. Great companies want to hear from their customers. They want their feedback, opinions and anything else that will give them an …



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Five customer service tactics to increase sales

3384.png As you read this, you may think this article could fall under the heading of sales tactics. I respectfully disagree. This is all about customer service, as it focuses on the way you engage your …



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