Shep Hyken's Blog, page 230
February 19, 2014
Customer Service Olympics: Reach for Gold to Reap the Rewards
Four Customer Service Tips“Perfectly executed!” “Nailed it!” “Flawless!”
These are the words we hear the television commentators use to describe the athletes competing in various Olympic sports. Aren’t these the same words that we would love our customers to use to describe the customer service and experience that we deliver? I think so!
In business, the Olympics don’t come every two years. They come every day. The Business Olympics are just as competitive, if not even more so. Companies win when they execute, and fail when they don’t. Each department, and even each member of that department, has their role in playing to the success of their company. And, the “sport” we’re going to focus on today is customer service. So here are four ways that will help you earn the gold medal in customer service:
Coaching: Customer service starts with good leadership, setting the tone and example for others to follow. A good coach is necessary to help his or her team with clarity of purpose.
Preparation: An athlete prepares. So do the best people in business. Companies train their employees in technical and soft skills that help them nail a gold medal performance. They practice those skills in roll plays.
Visualization: An athlete, through training, practice and experience can actually visualize the outcome – or at least what they want the outcome to be. Companies can visualize their customers’ needs. Based on the customer’s recent buying patterns – what they buy and how often they buy – you can deliver a more customized experience. You can anticipate your customer’s needs. How good do your customers feel when you recognize them and remember what they bought the last time?
Competitive: The best companies know how to compete, using customer service as one of their advantages to not just get, but keep the customer. It’s part of the value proposition that separates them from others in their industry.
Focus: An athlete has intense focus and concentration. The best companies know what their good at and know how to deliver it to their customer. They don’t lose that focus and derail with distractions. The best people in those companies focus on their customers and give them the undivided attention they deserve, making them feel important and respected.
When Olympic athletes turn in a Gold Medal performance, they get the recognition for their hard work and countless years of practice, the love and respect by their peers and fans and the satisfaction of knowing they are at the top of their sport.
When we deliver Gold Medal level customer service we reap the benefits of repeat business, raving customer endorsements and customer loyalty. And, like the athletes, we are fulfilled and reap the rewards in knowing that we are playing at the top of our game.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXIV, Shep Hyken)
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February 17, 2014
5 Top Customer Service Articles For the Week of February 17, 2014
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
Data-driven customer experience is tough to copy by Geoff Galat
(Econsultancy) Great customer experience is one of the hardest things for your competitors to copy.
My Comment: If your company’s website is an important part of the customer experience (and it usually is), it is important to keep in mind that the customer experience online must be as strong as an in-person experience. As important as it is to understand why a customer didn’t buy from you during an in-person interaction, it is just as important to understand why a customer leaves your website without buying.
Don’t Just Collect Customer Feedback: Listen, Engage and Act by John Sperry
(Business2Community) Here are three simple steps I recommend to get the most out of your customer feedback (and go beyond NPS).
My Comment: Great article that makes the point that the key to customer feedback isn’t getting it. It’s doing something with it once you get it. That’s what great companies do. And, great companies (and their leaders) know what feedback is worth getting. That’s just as important.
The Big E Word in Customer Service by Errol Allen
(Errol Allen Consulting) Empathy – The big E word in customer service. One’s ability to sincerely interject this trait in customer service is critical. It’s important to properly express empathy when customers are upset or angry with your company’s products or services. Let’s look at a few ways to express empathy.
My Comment: Empathy is an important part of customer service. “Walk a mile in your customer’s shoes.” It’s an old saying, but so true. The four questions shared in this article are great topics to set up a discussion on how to create customer empathy.
14 Must-Read Stats that Emphasize the 2014 Customer Experience Imperative by Tricia Morris
(Parature) Time for sales, marketing and customer service to come together, get focused and deliver on the elusive consistent customer experience. Need some supporting stats and statements to make your case? Here are 14 for 2014.
My Comment: As I read through these statistics, the trend is that our customers know what they want, know what to expect and if they don’t get it, they will find another place to do business. Yet, I still see (and unfortunately experience) companies operating as if they don’t care about their customers. This is a great compilation of the most recent stats and facts to remind all of us just how important the customer experience has become.
The Little Things That Destroy Your Customer Experience by Adrian Swinscoe
(Forbes) Today, I thought I’d take a different tack and share a list of some of the little things – my own personal gripes, or bits of ‘grit’, if you like – that I have come across lately that, I think, go a long away to destroying, or negatively affecting, the customer experience.
My Comment: Sometimes it’s a big mistake or problem that causes a customer to lose confidence and stop doing business with you. But, many times it is more subtle. And it doesn’t happen immediately. It takes time. The little “things” that drive customers crazy may not be big enough to get them to leave right away, but over time will definitely erode the experience enough for the customer to walk. The list in this article is a good start to a checklist of what to avoid or fix.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXIV, Shep Hyken)
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February 14, 2014
Guest Post: 10 Tips for Achieving 100% Customer Satisfaction
This week on our Friends on Friday guest blog post I am happy to share an article by Jeff Frank. While Jeff isn’t a customer service consultant, speaker, author, etc., I consider him a true customer service expert. His company, Simplicity Sofa, is truly an amazing customer service company. I have been corresponding with Jeff for several years and I think you will enjoy this excellent article. – Shep Hyken
Simplicity Sofas is a High Point, North Carolina furniture manufacturer and e-commerce retailer specializing in Furniture for Small Spaces. After more than six years in business and $4 million in sales the company has never received a negative review. (Hundreds of complimentary testimonials can be found at https://simplicitysofas.com/customer-testimonials/.)
Here are 10 tips from Simplicity Sofas for achieving 100% customer satisfaction:
1. Speed is critical. Customers expect a 24 hour response time. They are delighted when they hear from you within 6 hours and amazed by a 1 hour response. The faster you respond to your customers the easier it becomes to close a sale or solve a problem. Failure to return a call or email is inexcusable.
2. If you don’t have an immediate answer, quickly inform the customer that you are working on their inquiry and will get back to them soon. Then do it!
3. When responding to a customer complaint always begin by assuring the customer that you will fix their problem. This immediately removes the adversarial relationship that can lead to messy and expensive confrontations.
4. Always offer the customer choices. This is particularly important in problem situations. If you offer your customer 3 or more possible solutions they will feel included in the eventual resolution. Also, you will be surprised at how often the solution selected is not as expensive or burdonsome as the one you thought they would demand.
5. Never answer a question by telling a customer something is “company policy.” All responses must make logical sense to both you and the customer. If you can’t reasonably explain the company policy either you need more information or the company policy needs to be changed.
6. The object of problem resolution is not to “satisfy” the customer but to “amaze” them by going above and beyond their expectations.
7. Mistakes and problems always result in opportunities to create long-term loyal customers by exceeding expectations.
8. Transforming an “angry” customer into an enthusiastic advocate is always worth the cost.
9. The resentment felt by an inconvenienced or frustrated customer can be transformed into gratitude and long-term loyalty by a small compensation offer – especially when the customer realizes that the circumstances were beyond your control.
10. Unhappy employees cannot create delighted customers.
Jeff Frank is the owner of Simplicity Sofas. The company’s proudest accomplishment is that after more than six years in business and over 2500 customers, Simplicity Sofas has never received a single negative review, either from its customers or from professional industry reviewers. Learn more at www.simplicitysofas.com or call 800-813-2889.
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com
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February 12, 2014
Five Ways to Show Your Customers and Employees that You Love Them on Valentine’s Day
Customer Service for Valentine’s DayShow a little customer love. How do you do it? Start with your employees. Thought for the day:
Romance the employee and they romance the customer.
In other words, if you are a part of – or create – a fulfilled, happy and engaged workforce, you will most likely have customers who enjoy and want to do business with you.
And, if your customers know you love them, will bend over backwards for them, and do what it takes to not just make them happy, but also successful, they will reciprocate and send a little more love back to you in the form of more business.
I call this corporate love. So how do you go about showing a little love? It’s really no different than what you should be doing all year – not just on Valentine’s Day. Here are five ways to show a little love to your customers and employees:
Pick up the phone and just say hello! No strings attached, no hidden agenda, just a friendly “thinking of you on Valentine’s Day” call.
Surprise employees with a special lunch or a dessert. How about a heart shaped cake. Just something to put a smile on everyone’s faces and put them in a great mood for the day. Happy employees lead to happy customers!
Make a donation to a charity that is important to your customer. It doesn’t have to be a lot. It really is the thought that counts. If you know a customer is involved or passionate about a certain charity or cause, it’s a great opportunity to connect on another level. And this is a great idea for employees as well.
Publicly thank your customers and your employees via social media. Tweet out your appreciation. Post something on Facebook. Create a Valentine’s Day video on YouTube.
And most important, say thank you! Show appreciation. This goes for both customers and employees. It can be a note, a card, or even a box of candy. (Chocolate if appropriate – it is Valentine’s Day!) Really, it can be anything that sends the message that you appreciate your colleagues for the job they are doing, and that you appreciate your customers for the business they give you.
As mentioned already, but worth mentioning again, these ideas are timeless in the sense that they don’t have to be saved for Valentine’s Day. Delivering amazing customer service and showing appreciation to customers and employees is an all-of-the-time thing.
So, what are you waiting for? Show a little corporate love!
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXIV, Shep Hyken)
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February 10, 2014
5 Top Customer Service Articles For the Week of February 10, 2014
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
What Great Customer Service Looks Like by Karin Hurt
(Let’s Grow Leaders) It was Superbowl Sunday just before kickoff. It was the first appointment the Apple Genius Bar had available. My hard drive had crashed, and I was in a tailspin. The book I had finished that weekend, was stuck in a system that wouldn’t boot, the last third lost with no back-up. Not to mention the trapped keynote presentations and other docs I’d lost.
My Comment: This really is what good customer service looks like. A great story. Of course I wouldn’t expect anything less from Apple. But more than the story is what we can learn from it. When a customer has a problem, this is the way to respond.
5 Ways to Lose Your Customers … For Good by Nicole Fallon
(Business News Daily) Keeping your customers happy is the key to earning their trust and their business. Some companies do this well, and go above and beyond to make sure their customers are satisfied. Others seem to view customer service as an afterthought.
My Comment: Who’s guilty of any of these five “mistakes” in dealing with the customer? Any one of these can lose the customer forever, or at least destroy the customer’s confidence and erode loyalty. Avoiding these five mistakes is common sense – that may not always be so common.
10 Shocking Statistics About Employee Engagement [infographic] by J.P. Blackard
(Daily Infographic) Having a role is good. Doing well feels great. Being acknowledged for a job well done feels even better. That sensation we get when we do something right and you know that everyone around is thinking, “dang, you go!” instills a sense of pride that no one can take away.
My Comment: So much about the success of the company comes down to employees; how motivated they are to do a good job, take care of customers, take care of co-workers and more. This infographic gives some insight as to why some employees do great while others don’t quite live up to expectations or even fail. Great information.
Strive For A Stress-Free Customer Experience by Craig Menzies
(Forrester) For years, Forrester has been talking about customer experience in terms of a pyramid. While Forrester defines customer experience as simply “how customers perceive their interactions with your company,” we also subdivide this overall experience into three key aspects.
My Comment: This is an interesting concept; a stress free customer experience. The question is, what point in the customer journey, if any, could cause stress? Creating a stress-free experience is another way to enhance the customer experience.
5 Retail Customer Experience Predictions for 2014 by Jeannie Walters
(MultiChannel Merchant) The customer experience is one of constant change. And customers are expecting retailers to keep up, regardless of the channel. Here are a few things we might get to see in 2014.
My Comment: You don’t have to be in a retail business to appreciate some of the ideas shared here. What appeals most to me is the idea of a “frictionless” experience. That’s a stress free, totally customer-focused experience. And the last idea, about how customers don’t care anymore about big launches is spot on. Companies need to stop focusing on themselves and really focus more on how the customer is treated. Rather than launch a new logo, company name, etc., launch a new customer service initiative. That’s what will make customers want to do business with you.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXIV, Shep Hyken)
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February 7, 2014
Guest Post: Your Brand Promise is Your Customer Experience Mission
This week on our Friends on Friday guest blog post, my colleague Jeannie Walters writes about how important it is to align customer service with your brand promise. I agree and taking that brand promise to the next level is when we can get customers to feel ownership in our business. – Shep Hyken
What’s your organization’s brand promise? Do you know? If you do know, is it top of mind? Or is it just printed on a few fancy posters or scrolling through your company-installed screen saver on your laptop?
Your brand promise should be a promise to your customers. It should be something they understand before, during and after doing business with your company. The customer service they receive as customers should be carefully aligned with this promise.
Image credit: kayladavis via Creative Commons license
The organizations who continuously lead the pack in customer service are the ones who put their brand promise and customer experience missions front-and-center. Southwest Airlines promises freedom, thanks to the love that is prominently displayed in their logo. They hire accordingly, finding those people who are best with people, not just those who are “ good enough.”
Too many organizations ignore the importance of this connection. They blame their customer service woes on the employees. They implement training focused on following scripts instead of staying connected to what should anchor their customer service in the first place. What if a promise isn’t a promise?
3 Ways Your Brand Promise is No Promise at All
1. The brand promise is empty of any meaning for customers.
In fact, they laugh at it. They create their “honest” version like in this recent Buzzfeed list.
Your brand promise should be setting expectations for the customer experience. If it’s not, it is no better than a motivational kitty poster on the wall.
2. Your brand promise is unknown.
I’ve interviewed executives across major corporations who are literally stumped at the question, “What is your brand promise?” It’s easy to overlook the importance of repeating it to your core leadership team, assuming they know it. They often don’t. If they don’t know it, those they lead sure don’t, either.
3. Your brand promise is not connected to the actions of the company.
If the brand promise is about “being the best” or “providing shareholder value” it’s difficult to connect that to the actions your employees must take every day. The brand promise, your customer experience mission, should be about how you want to make your employees feel. Target’s brand promise of “Expect More. Pay Less.” Is a good example of setting the right expectation. Customers know what to expect, and the employees know what to deliver. Do they always get it right? No, because we’re all human. But at least we know what promise is being made.
So what’s your brand promise? For real? Do your customers know what to expect and do your employees know what to deliver? Do your executives know it by heart?
Tie your brand promise with your customer service mission and watch the magic that can happen.
Jeannie Walters is the CEO/Founder of 360Connext, a global customer experience consulting firm based near Chicago. She has more than 15 years of experience helping companies improve retention, employee engagement, and overall customer experience. Connect with Jeannie on Twitter @jeanniecw, on Facebook and on Google+.
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com
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February 5, 2014
Customer Service Strategy: Deliver Value with Time
Amazing Customer ServiceI don’t know very many people who enjoy waiting on anything. It’s not that everyone is impatient. It’s just frustrating to have to waste time standing in line, being put on hold, or waiting for a response from anyone. How about showing up on time for lunch with a friend, only to have that friend show up twenty minutes late? You may cut a friend some slack, but you will surely be upset or angry with the company that makes you wait an extra twenty minutes.
Not long ago I was forced to stay in a hotel because my flight was canceled due to bad weather. I showed up late in the evening and couldn’t believe how long the line was to check into the hotel. Their excuse was that they didn’t expect the hotel to be so busy. Yet, according to the reservations person I talked with earlier that day, the hotel was just about sold out sold out of rooms. How could they not have known? I blame a manager for making a bad staffing decision. That moment eroded the hotel’s guest focused brand and image that they worked so hard to create through advertising and marketing.
Don’t you just hate when you call a company for help or support and you get the recording that goes something like this: “We’re sorry. Due to unexpected call volume you may experience longer than normal wait times.” I hate when this happens.
I’m sensing a pattern. Don’t these companies respect our time?
Customers are turning to alternative ways of doing business because of speed. Usually it is much faster to order something online. Self-service checkout in a grocery store may be a good alternative to save a few minutes. Even when it comes to customer service, customers turn to an online alternative rather than having to make a call and be put on hold, be transferred to numerous people and have to repeat their story to multiple employees.
Amazon.com gets it. Once you understand their system, you can find what you want and check out with “one click.” Their Amazon Prime Membership, for which customers pay an annual fee, offers free two-day shipping on most purchases. It’s all about speed and convenience. Their customers love it, and are willing to pay for it.
Some companies offer various levels of support. Pay more and you may get a special number that gets you to someone faster. Or just do more business to earn that perk. While I’m not so sure that may be the best strategy, here is the type of response I think you want from your customers:
The company may not be the lowest priced, but they are fairly priced and I’m willing to pay a little more for the value they deliver. I love that my questions are answered and problems resolved without having to wait.
Here’s the point: Value my time and you value me. It’s part of delivering amazing service.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXIV, Shep Hyken)
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February 3, 2014
5 Top Customer Service Articles For the Week of February 3, 2014
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
3 Tips for Employee Engagement and Passion by Chuck Reynolds
(The Growing Coach) The challenge of any organization today, and for the foreseeable future ‘talent crunch’ time, will be identifying, hiring, and keeping engaged talent who contribute to superior innovation, customer engagement and profit growth. In short, these three factors must be embedded in the culture to ensure success: 1) Hire Right, 2) Coach Well, and 3) Fire the Wrong Fit.
My Comment: People don’t do business with a company. They do business with the people who work in the company. (Even an online company’s website is designed for the customer by people.) Having the right people in the job, engaged and fulfilled, is the key to creating a customer focused company. Engaged employees are more motivated to take care of the customer. The three tips in this article can only help create a more engaged organization.
Social Media 101: Be nice to customers by Popcorn & Ice Cream
(Popcorn & Ice Cream Kernels) Small businesses are often quick to write off big businesses as out of touch and too big to avoid occasional poor judgment or bad behavior on social media. We completely disagree. Businesses large and small can do better. While we adore Erin Condren Designs, we can sadly use its recent incident as a good reminder of some key benefits and drawbacks of social media.
My Comment: A great reminder that the customer’s voice is louder than ever before. Used to be unhappy customers told an average of 8-12 people about the problem. 13% told more than 20. How many more than 20? Thanks to social media, they can tell hundreds, if not hundreds of thousands. Take a look at the David Carroll video on YouTube, “United Breaks Guitars.” He told millions. The message to business: Take care of the customer. They talk (loudly)!
Marketing 101: Make the Customer the Hero by Geoffrey James
(Inc) The most consistent mistake companies make in sales and marketing is to position their company or product as the hero of the story. If you want customers to buy, you must tell a story where the customer is the hero–not you.
My Comment: You can call this marketing. You can call it sales. I think it crosses over wonderfully into the customer experience world. More than making a customer like your product and want to buy more, make them feel as if using your product made a difference in their business, or even their life.
3 Ways to Solve Your Customers’ Problem the First Time by Laura Bassett
(Business2Community) If you don’t know what it’s like to be a customer of your own business, how can you really relate to customers when they have an issue? How can you create a truly differentiated customer experience? It’s a blind spot I see in businesses all the time.
My Comment: Whenever a customer contacts a business with a problem, the goal should be to get it taken care of quickly, which means “first call resolution.” Sometimes it’s more than a customer support representative managing the complaint. Sometimes it takes a system or proactive strategy for preventing a multiple call problem.
Teach staff the ABCs of customer service by BMD Editors
(Business Management Daily) Here is a primer to help your employees understand what it takes to not only hang on to customers, but leave them with a positive impression of your business.
My Comment: So many times customer service is common sense that unfortunately is not always so common. This list is full of common sense ideas that are not just good for customer service, but good for all business (and many personal) interactions.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXIV, Shep Hyken)
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January 31, 2014
Guest Post: hold the cone
This week on our Friends on Friday guest blog post, my colleague Denise Lee Yohn talks about how the customer experience can influence the service philosophy of the brand. She makes great sense about how important each experience is for your organization. – Shep Hyken
brand-as-business bit: Hold the cone! No, I don’t mean “hold the phone.” I’m saying “hold the cone” because that’s what ice cream shop workers should do. Allow me to explain.
Recently while in the terminal at SFO, I decided to treat myself to some Pinkberry. After preparing my cone of yogurt yumminess, the server rang up my order, swiped my credit card, and handed me the receipt, all while holding the cone for me. Of course those tasks are easier to do with two hands and doing them with one was clearly awkward for her – but here’s the thing: It would have been me struggling with the cone if she had handed it to me before I got my credit card out of my wallet, put it and the receipt back in, and put my wallet back in my bag. So she held it for me and waited until I was ready to take it.
Contrast that to the check-out clerk who recently dumped a pile of bills and change into my hand at once and expected me to immediately move out of the way for the next customer – and the restaurant hostess who handed over a large, heavy take-out order and watched me struggle out the door and into my car – and the fast food order taker who made me repeat the last two items of my order because on the first one I didn’t specify what size combo meal I wanted.
Yes, these are small details that aren’t high on the list of customer experience impressions, but they speak volumes about the service philosophy of the brand. Are the employees trained to put customers’ needs first? Are service procedures in place to take the hassles out of the experience? Does the company design its customer experience down to the last detail? Great brands know that every detail communicates — every touchpoint matters.
Denise Lee Yohn is a leading authority on building and positioning exceptional brands. In her new book What Great Brands Do: The Seven Brand-Building Principles That Separate the Best From the Rest she reveals the secrets behind how top companies develop standout brands that foster customer loyalty and increase profit margins. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com
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January 29, 2014
Above and Beyond Customer Service
Amazing ExperienceWouldn’t you like all of your customers to say this?
“They have the best customer service. They go above and beyond.”
In just the last week I’ve heard four completely unrelated people talk about the “above and beyond” experiences they received from people they did business with.
What is going above and beyond? I asked around and the answers were generally the same. Most of the people said that it was when a company delivered an over-the-top WOW level customer service experience.
Well, my definition is a little different. I’ve written about this before, but it is worth repeating and emphasizing. A company that goes above and beyond cannot always create the WOW level experience. The reason is because it is usually isolated to solving a customer’s problem or dilemma, sometimes even a complaint. These are typically isolated incidents that don’t happen over and over again. I applaud the companies that deliver in the face of a problem or confrontation. But here is where I take issue.
Let’s take an average company. I emphasize the word average because that is what most companies are. They deliver an average experience. Even if the company is good at handling the problems, the rest of the time they are average. Assuming that not every customer has a problem, and I’m willing to wager that most customers don’t have problems, then that means most customers doing business with that company experience average customer service.
My definition of above and beyond is when the company is just a little above average, all of the time. That’s what the best companies do. As a result, they deliver beyond their customers’ expectations. That’s because most of their customers experience average at other places they do business. And I want to emphasize that it happens all of the time. That’s what truly makes the difference.
When you are above average and there is problem or confrontation, then you step the customer service up to take care of the customer. The result is a loyal customer who says, “They are an amazing company to do business with. And once in a while, when I have a problem, they really take great care of me. I can count on them.”
Your customers may not use those exact words, but that is what you want them to be thinking. Anything less probably qualifies as just average. Just be consistently better than average and your customers will do more than think of you as going above and beyond. They will think of you as AMAZING!
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXIV, Shep Hyken)
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