Author
Author Bio

Shep Hyken

Customer Service and Experience Expert, Keynote Speaker and Bestselling Author

Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. Follow on Twitter: @Hyken

For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com

Articles by Shep Hyken (18)

What Makes Good Customer Service

This year I want to take a different approach. While thinking about what to share with our subscribers on this important "holiday," I remembered a question that was asked in a recent interview. "What makes good customer service?" Normally I would say attentive people, knowledgeable ...

The Power Of A Personal Handwritten Note

Ted Janusz is one of our amazing trainers at Shepard Presentations. He was conducting a half-day customer service workshop, and during a break, the client, who happened to be the president of the company, walked up to Ted and congratulated him on doing a great job. He mentioned ...

Big Mistake... Don't Judge A Book By Its Cover

One of my favorite examples of this is from the movie Pretty Womanstarring Julia Roberts and Richard Gere. This classic movie from back in the 1990's was about a wealthy man, Edward Lewis, on a business trip in Beverly Hills who falls in love with a prostitute, Vivian Ward. ...

The Fish Is So Fresh It Hasn't Even Thawed Out

I'll never forget the server's answer. "The fish is so fresh it hasn't even thawed out."Fresh fish? Still frozen? I'm confused! Even Ben, at the young age of twelve, thought this was funny. But, the server was serious. Apparently fresh fish meant anything that wasn't packaged ...

Five Ways To Create The Customer-focus Mindset

What happens when something happens that is outside of the parameters of the training your employees have received?While good customer service training teaches the how-to's, great customer service training goes into the mindset - and, that's more than having a great attitude ...

Which Customers Do You Want to Keep?

There is an old joke in the dental world that a patient asked his dentist, "Which teeth should I floss?" The dentist answered, "Only the ones you want to keep." Customer Service is the same.All customers are good customers. Okay, maybe not all. Every business has customers - ...