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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 (26)

Don't Be Ridiculous

For years, the cable industry has unfortunately been one of those industries that finds itself in the bottom echelon of customer service rankings. While I believe the industry is making an effort to do better, and some companies are definitely becoming more customer-focused, ...

Customer Service Tip: The Power of Observation

Rico asked my friend if he wanted the croutons left off the salad. My friend was surprised by the question and responded, "Yes. How did you know?"And, I wondered the same thing. How did Rico know? It turns out the answer was simple. He was very observant. He noticed that my ...

When Customer Service Creates Customer Validation

Many people think of customer service as a department. If you've been following me, you'll know my belief is that customer service is a philosophy, not a department. It should be embraced by every employee, regardless of their job and how long they've been there. With that said, ...

Your Brand is Only as Strong as Your Weakest Link

I walked by the first restaurant a few minutes later and there were plenty of spoons. Obviously, there were spoons somewhere. The guy just didn't want to get them, when a customer needed them.I didn't want to make a scene over this, but I thought I'd mention something to the ...

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 ...