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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 (35)

The 25 Dollar Mistake

In looking over the final contract for our most recent meeting at the hotel, there were a few minor changes from the year prior. Most of those were due to slight increases in the room rate and food costs. I expected that this might happen, and so I was fine with those. However, ...

When Can I Expect Your Call?

A while back, I was talking to my lawyer about the "client service" I experience from him and his firm. It was evident that he was truly interested in my feedback. My response was simple. "I just have one complaint. I wish you would respond quicker to my phone calls and emails."Many ...

Complaining Customers Aren't Looking for Excuses

The server eventually came over, looked at the cake that was barely touched, other than two small bites missing from the corner, noticed two forks laying on the plate next to the uneaten cake, and asked if we were finished. I said, "Yes, and by the way, it was very dry."Without ...

It's Showtime!

"It's Showtime!" Those are typically the words you hear right before hitting the stage or when the cameras start to roll in the studio. However, for John Lewis, a high-end retail department store in the UK, the retail floor is the stage and the employees are the actors.John ...

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, ...