Shep Hyken

Treat Employees Like They Are the Customer

"Treat your employees the way you want your customers treated – maybe even better!" Shep Hyken The above quote is simply a line taken from...

Four Valuable Customer Service Lessons We Can Learn From the Airlines

When discussing customer service, I don't like to pick on the airlines. Their shortcomings are obvious. Yet while I may encounter that curmudgeon at...

Ten Compelling Reasons to Deliver an Amazing Customer Service Experience

I love lists, especially when it comes to learning. The list below was the result of a quick brainstorming session about the advantages of...

Customer Service Stats and Facts and What They Mean to Us

Here are several customer service stats and facts, and what they might mean to you. The bottom line is that customer service continues to...

Five Levels of Service: How Do You Get to the Top?

Recently I was asked to rate and compare a number of companies on their level of service. As I started the comparison, I...

Loyalty Goes Both Ways

We all want our customers to be loyal. So here is a thought: In order to get your customers to be loyal to...

Problems are Opportunities to Show How Good You Are

I recently completed a video project for a client. The director of the video crew discovered a mistake. It was pretty big....

It’s Not My Fault, But It Is My Problem – To Solve

I love watching accountability in action. Just last week I was staying at a great hotel, the Embassy Suites, in Portland, OR. ...

Create a Unique Experience

In the past I’ve written about hotels and specifically about amenity wars. This is where one hotel comes out with a better bed...

Customer Service Spin on JetBlue Flight Attendant

Customer Service comes to the surface of major airline as news headlines focus on JetBlue flight attendant Steven Slater. It appears he’d “had enough”...

Bad Rules

Recently I took my wife to one of St. Louis’s hottest new restaurants. This place is always busy and it is hard to...

Customer Service Training Tip – FAQ #8 – Social Media & Customer Service

This is the eighth in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer...

Customer Service Training Tip – FAQ #6: Handling Customer Complaints

This is the sixth in a series of ten frequently asked questions and answers about customer service. Please feel free to share your...

Customer Service Training Tip – FAQ #3 Is the Customer Always Right?

Shep Hyken - customer service motivational speaker, author, trainer, and expert - asked readers what questions they had about customer service in his monthly...

How To Get Employees Engaged In a Customer Service Program

How do we get our employees to engage in a customer service program? Recently I asked subscribers to my newsletter (The Shepard Letter) to send...

The Difference Between Customer Service and Customer Loyalty

Customer Service Training Tip - FAQ #2 The Difference Between Customer Service and Customer Loyalty Here is the second of ten frequently asked questions about customer...

Is the Glass Half-Empty, Half-Full, Or…

A departure from the typical customer service tip, here is a motivational story... Recently I ran into an old friend, Michael Packman, who I grew...

On Hiring Teenagers and Young Adults

A tale of two teenage employees… I walked into a restaurant and was served by a teenage employee who had an indifferent attitude....

Ten Compelling Reasons to Deliver an Amazing Customer Service Experience

I love lists, especially when it comes to learning. The list below was the result of a quick brainstorming session about the advantages...

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