Shep Hyken

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. We had to re-shoot a number of scenes, which meant we had to create the set exactly as it...

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. The next morning I had to leave quickly after my meeting to get to the airport. Because there wasn’t...

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 – such as Westin’s Heavenly Bed. It gives them a competitive edge for a while, but eventually other hotels...

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” with his job and decided to exit in grand style. After an argument with a passenger where curse words...

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 get a reservation. On this particular Saturday night they were extremely busy. On our way out I told...

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 or comments to these questions. I keep hearing about social media being big for customer service. How can I use...

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 answer or comments to these questions. What is the best way to handle a customer complaint? There are entire books written with...

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 newsletter, The Shepard Letter. This is the third in a series of ten frequently asked questions and answers about customer service....

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 in their most important customer service questions. A large percentage of the questions that came in focused on employee...

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 service. I’m posting them one at a time and hope that readers of this blog will comment or share...

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 up with. We were talking about our kids and he told me a great story about his daughter, Amanda. When...

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. She didn’t even say, “Thank you.” Later that week I was at a different restaurant and was welcomed...

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 delivering a great customer service experience. I came up with many more, but wanted to create the "Top...

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