Shep Hyken
Shep Hyken
Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a customer service speaker and expert, Shep works with companies who want to build loyal relationships with their customers and employees. He is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author.
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…
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...