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Customer Service: What Not to Do When You Don’t Know

I was recently preparing for an overseas trip and needed information about international calling plans for my mobile phone. I asked my ...

Blog Article
Blog Article

Customer Service: What Not to Do When You Don’t Know

Blog Article

I was recently preparing for an overseas trip and needed information about international calling plans for my mobile phone. I asked my assistant to ...

Enhance Customer Service Experience Using Self-service

When I was in college, I worked at a gas station. This was at the time when gas stations were converting from full-service to self-service. ...

Blog Article
Blog Article

Enhance Customer Service Experience Using Self-service

Blog Article

When I was in college, I worked at a gas station. This was at the time when gas stations were converting from full-service to self-service. Where we ...

Sell the Customer Service Experience, Not the Mechanics.. →

The connection between customer service and marketing is undeniable. If you deliver good customer service, let people know as part of your ...

Blog Article
Blog Article

Sell the Customer Service Experience, Not the Mechanics.. →

Blog Article

The connection between customer service and marketing is undeniable. If you deliver good customer service, let people know as part of your marketing ...

Seven Ways to Build Online Customer Trust

How do you build a relationship of trust with your customers? It's easiest when you can connect with them in person – you can read their ...

Blog Article
Blog Article

Seven Ways to Build Online Customer Trust

Blog Article

How do you build a relationship of trust with your customers? It's easiest when you can connect with them in person – you can read their ...

Invisible Customer Service: The Customer Must Be Reminded.. →

When we talk about customer service, what usually comes to mind is the experience you have when you shop in a store or eat in a restaurant, ...

Blog Article
Blog Article

Invisible Customer Service: The Customer Must Be Reminded.. →

Blog Article

When we talk about customer service, what usually comes to mind is the experience you have when you shop in a store or eat in a restaurant, or the ...

Good Customer Service Handoff Leads to Appreciation

Have you ever gotten the handoff? Everyone has at some point. You know, when you are talking to a customer service representative and he or ...

Blog Article
Blog Article

Good Customer Service Handoff Leads to Appreciation

Blog Article

Have you ever gotten the handoff? Everyone has at some point. You know, when you are talking to a customer service representative and he or she ...

Reasons for Customer Service Debacle

Perhaps you heard about the major cable and Internet provider that made "headline" news last year when a customer recorded a call to the ...

Blog Article
Blog Article

Reasons for Customer Service Debacle

Blog Article

Perhaps you heard about the major cable and Internet provider that made "headline" news last year when a customer recorded a call to the company's ...

Recommending Your Competition Equals Good Customer Service

The other day a potential client inquired about having me speak about customer service at his company's annual meeting. Typically, one of ...

Blog Article
Blog Article

Recommending Your Competition Equals Good Customer Service

Blog Article

The other day a potential client inquired about having me speak about customer service at his company's annual meeting. Typically, one of the first ...

It’s Not the Product. It’s the Experience.

What is it that makes great companies great? Is it the product? The short answer would be no. A company can offer a product that is truly ...

Blog Article
Blog Article

It’s Not the Product. It’s the Experience.

Blog Article

What is it that makes great companies great? Is it the product? The short answer would be no. A company can offer a product that is truly amazing, ...

When it Comes to Customer Service, Be a Leader

I've seen pilots engage with passengers before, but Gerald Higginbotham takes it to a whole new level. I encountered Gerald as I was ...

Blog Article
Blog Article

When it Comes to Customer Service, Be a Leader

Blog Article

I've seen pilots engage with passengers before, but Gerald Higginbotham takes it to a whole new level. I encountered Gerald as I was boarding a very ...

Being Easy to Do Business With Is Good Customer Service

People love to share their customer service experiences with me, and I hear it all – everything from unbelievably amazing service to ...

Blog Article
Blog Article

Being Easy to Do Business With Is Good Customer Service

Blog Article

People love to share their customer service experiences with me, and I hear it all – everything from unbelievably amazing service to customer ...

Customer Service Is the New Marketing

Marketing used to be a message that got customers "in the door." But it has evolved into more. What once was a marketing message is now a ...

Blog Article
Blog Article

Customer Service Is the New Marketing

Blog Article

Marketing used to be a message that got customers "in the door." But it has evolved into more. What once was a marketing message is now a marketing ...

Free Can Be a Great Customer Service Strategy

Giving away something of value for free can be one of the most effective ways to provide great customer service. The cost of the item or ...

Blog Article
Blog Article

Free Can Be a Great Customer Service Strategy

Blog Article

Giving away something of value for free can be one of the most effective ways to provide great customer service. The cost of the item or service that ...

Amazing Customer Service Story: The Human Bench

It isn't every day that a company has the opportunity to create an over-the-top customer experience. That's what makes them so special. ...

Blog Article
Blog Article

Amazing Customer Service Story: The Human Bench

Blog Article

It isn't every day that a company has the opportunity to create an over-the-top customer experience. That's what makes them so special. That's why ...

Is Customer Service Getting Worse?

There seems to be a disconnect in the perception of customer service. While many companies boast about their great customer service and use ...

Blog Article
Blog Article

Is Customer Service Getting Worse?

Blog Article

There seems to be a disconnect in the perception of customer service. While many companies boast about their great customer service and use it as a ...

Some Customers Aren’t Worth Doing Business With

One of the most quoted untruths in business is this: "The customer is always right." However, when the customer is not right, there is ...

Quick Post
Quick Post

Some Customers Aren’t Worth Doing Business With

Quick Post

One of the most quoted untruths in business is this: "The customer is always right." However, when the customer is not right, there is still a right ...

What is the Velocity of your Customer Service?

The CEO of Busey Bank, Van Dukeman, has an interesting concept he calls the Velocity of Business. I heard his presentation on the subject ...

Blog Article
Blog Article

What is the Velocity of your Customer Service?

Blog Article

The CEO of Busey Bank, Van Dukeman, has an interesting concept he calls the Velocity of Business. I heard his presentation on the subject of how ...

Do You Know, Like and Trust Your Customers?

It's common knowledge – and common sense – that customers want to do business with people they know, like and trust.Business is all ...

Blog Article
Blog Article

Do You Know, Like and Trust Your Customers?

Blog Article

It's common knowledge – and common sense – that customers want to do business with people they know, like and trust.Business is all about ...

Six Differences Between Customer-Focused Companies and.. →

Many companies that claim to offer good customer service in reality are grounded in an operations mentality with rules and policies that ...

Blog Article
Blog Article

Six Differences Between Customer-Focused Companies and.. →

Blog Article

Many companies that claim to offer good customer service in reality are grounded in an operations mentality with rules and policies that allow for ...

An Opportunity to Walk in the Customer Support Center’s.. →

We live in a world where customers have a wide variety of choices. When you need to purchase something, it's likely there are many ...

Blog Article
Blog Article

An Opportunity to Walk in the Customer Support Center’s.. →

Blog Article

We live in a world where customers have a wide variety of choices. When you need to purchase something, it's likely there are many businesses selling ...

The Chief Customer Officer: Customer Service Experience Is.. →

To be effective, customer service must go all the way to the top. It's something I've been saying for a long time, and it's catching on. In ...

Blog Article
Blog Article

The Chief Customer Officer: Customer Service Experience Is.. →

Blog Article

To be effective, customer service must go all the way to the top. It's something I've been saying for a long time, and it's catching on. In many ...

Customer Service May Rule, but Rules in Customer Service.. →

Even while on vacation with my family, I can't help but take note of the customer service – or lack thereof. One resort employee denied a ...

Blog Article
Blog Article

Customer Service May Rule, but Rules in Customer Service.. →

Blog Article

Even while on vacation with my family, I can't help but take note of the customer service – or lack thereof. One resort employee denied a simple ...

What Lane Are You In? Is It Customer Service?

There are some companies that are recognized for their customer service. It's their focus, they have built their brands around it, and ...

Blog Article
Blog Article

What Lane Are You In? Is It Customer Service?

Blog Article

There are some companies that are recognized for their customer service. It's their focus, they have built their brands around it, and they're good ...

Customer Service Journey Map Can Lead to Instant.. →

How's this for a customer service strategy: Instant Gratification. I'm not talking just at the end of the transaction – think instant ...

Blog Article
Blog Article

Customer Service Journey Map Can Lead to Instant.. →

Blog Article

How's this for a customer service strategy: Instant Gratification. I'm not talking just at the end of the transaction – think instant gratification ...

The Future of Customer Service is Now

Customer service used to be just about how nice someone was when they interacted with you – or a phone number that you called when they ...

Blog Article
Blog Article

The Future of Customer Service is Now

Blog Article

Customer service used to be just about how nice someone was when they interacted with you – or a phone number that you called when they weren't so ...

Turn Angry Customers into Customer Evangelists

For my sixth year of speaking at the International Franchise Association's convention, I decided to take a different approach. I engaged in ...

Blog Article
Blog Article

Turn Angry Customers into Customer Evangelists

Blog Article

For my sixth year of speaking at the International Franchise Association's convention, I decided to take a different approach. I engaged in more of a ...

Turn Employee Customer Service Best Practice into Standard.. →

I am no stranger to travel … airports, hotels and the like are all in a day's work. On a recent occasion, I was flying into Las Vegas to ...

Blog Article
Blog Article

Turn Employee Customer Service Best Practice into Standard.. →

Blog Article

I am no stranger to travel … airports, hotels and the like are all in a day's work. On a recent occasion, I was flying into Las Vegas to present a ...

Customer Service Strategy: Deliver Value with Time

Have you ever arrived for a lunch date with a friend only to have that friend show up 20 minutes late? Did you enjoy those minutes, sitting ...

Blog Article
Blog Article

Customer Service Strategy: Deliver Value with Time

Blog Article

Have you ever arrived for a lunch date with a friend only to have that friend show up 20 minutes late? Did you enjoy those minutes, sitting alone, ...

Above and Beyond Customer Service

How would you like your customers to describe your customer service? One of the highest compliments you can receive is when customers say, ...

Blog Article
Blog Article

Above and Beyond Customer Service

Blog Article

How would you like your customers to describe your customer service? One of the highest compliments you can receive is when customers say, "They have ...

Five Ways to Lose Your Customer

A sure way to lose customers is to deliver a bad customer service experience. And the customer service doesn't even have to be flat-out ...

Blog Article
Blog Article

Five Ways to Lose Your Customer

Blog Article

A sure way to lose customers is to deliver a bad customer service experience. And the customer service doesn't even have to be flat-out terrible – ...

Customer Service Strategy: To Serve and Protect

I have been writing customer service articles for more than 25 years, and in that time I have received plenty of feedback. I always ...

Blog Article
Blog Article

Customer Service Strategy: To Serve and Protect

Blog Article

I have been writing customer service articles for more than 25 years, and in that time I have received plenty of feedback. I always appreciate ...

Ten Ways to Create a Customer-Centric Culture

I’ve talked and written a lot about how to create a customer-centric culture. I believe the basic premise is to start on the inside, with ...

Blog Article
Blog Article

Ten Ways to Create a Customer-Centric Culture

Blog Article

I’ve talked and written a lot about how to create a customer-centric culture. I believe the basic premise is to start on the inside, with the ...

Charging Customers for Loyalty

Customer loyalty is a goal for any company that wants to be successful. Countless studies have shown the financial benefits of having loyal ...

Blog Article
Blog Article

Charging Customers for Loyalty

Blog Article

Customer loyalty is a goal for any company that wants to be successful. Countless studies have shown the financial benefits of having loyal customers ...

How to Create a Customer-Centric Culture

Want to create a customer-centric culture? That’s a lot of words that begin with C. However, we’re going to focus on D’s in this ...

Blog Article
Blog Article

How to Create a Customer-Centric Culture

Blog Article

Want to create a customer-centric culture? That’s a lot of words that begin with C. However, we’re going to focus on D’s in this article. No, ...

Exploit Your Employees’ Unique Talents

I continue to be impressed by the Kimpton hotel chain. The staff was nothing short of amazing during my recent stay at their Alexis Hotel ...

Blog Article
Blog Article

Exploit Your Employees’ Unique Talents

Blog Article

I continue to be impressed by the Kimpton hotel chain. The staff was nothing short of amazing during my recent stay at their Alexis Hotel in Seattle. ...

An Amazing Customer Service Idea: The Five Dollar Lifeboat

The second-generation owner of a chain of Ace Hardware stores, Tom Glenn, tells an inspiring story about his father, Elder ...

Blog Article
Blog Article

An Amazing Customer Service Idea: The Five Dollar Lifeboat

Blog Article

The second-generation owner of a chain of Ace Hardware stores, Tom Glenn, tells an inspiring story about his father, Elder Glenn. Elder Glenn was ...

Respect Customers’ Time: Resolve Customer Service.. →

Do you spend more time than you would like on the phone dealing with bad customer service? According to an article by Brian O’Connell in ...

Blog Article
Blog Article

Respect Customers’ Time: Resolve Customer Service.. →

Blog Article

Do you spend more time than you would like on the phone dealing with bad customer service? According to an article by Brian O’Connell in The ...

Customer Service Rules VS. Guidelines

Two words that can drive me crazy are “company policy.” Policies are often used as unbendable rules that are not conducive to customer ...

Blog Article
Blog Article

Customer Service Rules VS. Guidelines

Blog Article

Two words that can drive me crazy are “company policy.” Policies are often used as unbendable rules that are not conducive to customer service ...

Social Customer Service Equals Positive Experiences

I recently had the privilege of working with an amazing, customer-focused operation. Hy-Vee, a Midwest grocery store chain, impressed me, ...

Blog Article
Blog Article

Social Customer Service Equals Positive Experiences

Blog Article

I recently had the privilege of working with an amazing, customer-focused operation. Hy-Vee, a Midwest grocery store chain, impressed me, as I’m ...

Solving Customer Problems, Even When They Aren’t Our Fault

It was 4 p.m. on a Sunday and I had just arrived in Las Vegas. I was on the sixth day of a nine-day, multi-city speaking tour and was ...

Blog Article
Blog Article

Solving Customer Problems, Even When They Aren’t Our Fault

Blog Article

It was 4 p.m. on a Sunday and I had just arrived in Las Vegas. I was on the sixth day of a nine-day, multi-city speaking tour and was scheduled to ...

Respect your Customers’ Time: Resolve Customer Service.. →

Did you ever stop to think about how much time people spend on the phone making calls to complain about bad customer service? A recent ...

Blog Article
Blog Article

Respect your Customers’ Time: Resolve Customer Service.. →

Blog Article

Did you ever stop to think about how much time people spend on the phone making calls to complain about bad customer service? A recent article in ...

How Well Do You Treat Your Internal Customers?

If your company’s goal is to deliver an excellent customer experience, you must first embrace the concept of internal customer service. ...

Blog Article
Blog Article

How Well Do You Treat Your Internal Customers?

Blog Article

If your company’s goal is to deliver an excellent customer experience, you must first embrace the concept of internal customer service. What is ...

Digital Customer Service: Opportunity to Connect with.. →

As technology keeps advancing, the gap between in-person customer service and the online customer experience is closing. While there is ...

Blog Article
Blog Article

Digital Customer Service: Opportunity to Connect with.. →

Blog Article

As technology keeps advancing, the gap between in-person customer service and the online customer experience is closing. While there is still no ...

You Can Be a Customer Service Hero (Don’t Miss the.. →

My 20-year-old daughter recently dropped her phone and shattered the screen. It happened as we were leaving a restaurant where we had lunch ...

Blog Article
Blog Article

You Can Be a Customer Service Hero (Don’t Miss the.. →

Blog Article

My 20-year-old daughter recently dropped her phone and shattered the screen. It happened as we were leaving a restaurant where we had lunch before ...

Customer Service Goal: We Don’t Want You to Come Back

Do you ever get the feeling that some business’ customer service goal is the keep the customer from coming back? Sometimes, it is an ...

Blog Article
Blog Article

Customer Service Goal: We Don’t Want You to Come Back

Blog Article

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 ...

Customer Service from the C-Suite to the Mail Room

In a recent interview, I was asked questions about why the leaders of a company in the “C-Suite” should focus on customer service. The ...

Blog Article
Blog Article

Customer Service from the C-Suite to the Mail Room

Blog Article

In a recent interview, I was asked questions about why the leaders of a company in the “C-Suite” should focus on customer service. The questions ...

Focus on the Customer, Not the Money

Striving to take your business to the next level of success? Perhaps it’s time to refocus. Stop worrying so much about the sale, and just ...

Blog Article
Blog Article

Focus on the Customer, Not the Money

Blog Article

Striving to take your business to the next level of success? Perhaps it’s time to refocus. Stop worrying so much about the sale, and just take care ...

Five Customer Service Tactics to Increase Sales

You might be looking at that headline wondering if this article should fall into the category of sales tactics, but it is all about ...

Blog Article
Blog Article

Five Customer Service Tactics to Increase Sales

Blog Article

You might be looking at that headline wondering if this article should fall into the category of sales tactics, but it is all about customer service. ...

Shep Hyken: Know Your Audience

Shep Hyken is widely known as a customer service expert, focusing his organization and work with clients on strategies to create strong ...

Video
Video

Shep Hyken: Know Your Audience

Video

Shep Hyken is widely known as a customer service expert, focusing his organization and work with clients on strategies to create strong customer ...

Customer Service Lesson: Helping vs. Selling

Back in 1987, while doing some weekend repairs to my first house and in need of some hardware – specifically, a hinge for a saloon-type ...

Blog Article
Blog Article

Customer Service Lesson: Helping vs. Selling

Blog Article

Back in 1987, while doing some weekend repairs to my first house and in need of some hardware – specifically, a hinge for a saloon-type door that ...

Create a Customer Service Board of Directors

Have you created a “customer board of directors”? A related strategy is creating a “customer service board of directors.” Adding ...

Article
Article

Create a Customer Service Board of Directors

Article

Have you created a “customer board of directors”? A related strategy is creating a “customer service board of directors.” Adding the word ...

Create a Customer Board of Directors

My latest book, “The Amazement Revolution,” describes seven customer service strategies, one of which aims to create a community of ...

Article
Article

Create a Customer Board of Directors

Article

My latest book, “The Amazement Revolution,” describes seven customer service strategies, one of which aims to create a community of loyal ...

Caring is Crucial to Customer Loyalty

Did you ever wonder why a specific customer stopped doing business with your company? You realize one day that you have not seen a certain ...

Article
Article

Caring is Crucial to Customer Loyalty

Article

Did you ever wonder why a specific customer stopped doing business with your company? You realize one day that you have not seen a certain familiar ...

Customer Service Strategy: Strive for the Impossible

Ready for another customer service lesson from the airlines?

Article
Article

Customer Service Strategy: Strive for the Impossible

Article

Ready for another customer service lesson from the airlines?

Deliver Exceptional Customer Service by Watching and.. →

Say “amazing” customer service, and what comes to mind? Best of the best? Try thinking of it in a new way – delivering customer ...

Article
Article

Deliver Exceptional Customer Service by Watching and.. →

Article

Say “amazing” customer service, and what comes to mind? Best of the best? Try thinking of it in a new way – delivering customer service that is ...

Even Off Duty, You Are Still Responsible for Customer.. →

There are customer service lessons going on all around us. Many times all you have to do is watch and learn.

Article
Article

Even Off Duty, You Are Still Responsible for Customer.. →

Article

There are customer service lessons going on all around us. Many times all you have to do is watch and learn.

Enthusiasm is Contagious!

Would you rather work with people who hate what they are doing, or people who love what they are doing?Obviously, it is more enjoyable to ...

Article
Article

Enthusiasm is Contagious!

Article

Would you rather work with people who hate what they are doing, or people who love what they are doing?Obviously, it is more enjoyable to be around ...

Outstanding Internal Service Attracts and Keeps Good.. →

As a professional speaker, I have had the opportunity to address hundreds of clients in many different types of audiences about customer ...

Article
Article

Outstanding Internal Service Attracts and Keeps Good.. →

Article

As a professional speaker, I have had the opportunity to address hundreds of clients in many different types of audiences about customer service. ...

How to Create a Customer Service Culture

The start of good customer service does not walk in the door with the customer – it should exist inside the organization before the ...

Article
Article

How to Create a Customer Service Culture

Article

The start of good customer service does not walk in the door with the customer – it should exist inside the organization before the customer even ...

Top Ten Customer Service Strategies

Experience your own customer service. If possible, personally mystery shop your own company. Find out how easy you are to do business with ...

Article
Article

Top Ten Customer Service Strategies

Article

Experience your own customer service. If possible, personally mystery shop your own company. Find out how easy you are to do business with through ...

Secret to Amazing Customer Service: Be Better than Average

Your secret weapon is customer service. Wait! It’s not a secret anymore. Just about every company I do business with claims they ...

Article
Article

Secret to Amazing Customer Service: Be Better than Average

Article

Your secret weapon is customer service. Wait! It’s not a secret anymore. Just about every company I do business with claims they deliver ...

Details Matter, Customers Need to Know and Care about Them

In the past I’ve written that you should find out what you do differently than your competition and exploit it. When I work with clients ...

Article
Article

Details Matter, Customers Need to Know and Care about Them

Article

In the past I’ve written that you should find out what you do differently than your competition and exploit it. When I work with clients on what ...

Do You Know the Power of Your Customers?

Back in the 1990’s the White House Office of Consumer Affairs commissioned a study on customer service. One of the interesting ...

Article
Article

Do You Know the Power of Your Customers?

Article

Back in the 1990’s the White House Office of Consumer Affairs commissioned a study on customer service. One of the interesting statistics revealed ...

Creative Problem Solving Can Lead to Amazing Customer.. →

The story you’re about to read is a five-star, scale of one to ten – give them an eleven – amazing customer service story.

Article
Article

Creative Problem Solving Can Lead to Amazing Customer.. →

Article

The story you’re about to read is a five-star, scale of one to ten – give them an eleven – amazing customer service story.

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