Be Amazing or Go Home: Seven Customer Service Habits That Create Confidence with Everyone

by Shep Hyken

Saying “Thank you,” and meaning it, makes others feel appreciated, special, and recognized. Don’t assume people know you’re grateful for what they do. Make sure they know. Be grateful for both the opportunities and the setbacks that come your way. You can learn from both.

People do business with people, not organizations—and they do more business, more often, with AMAZING people.

Moment of Truth is a term that was coined by Jan Carlzon, the former president of Scandinavian Airlines. Carlzon defined the Moment of Truth in business as any time the customer comes into contact with any aspect of a business, however remote, and has an opportunity to form an impression.

Every Moment of Truth, even if it is a Moment of Misery, is an opportunity to create a Moment of Magic.

Amazement is a predictable and consistent above-average experience. It’s a sequence of Moments of Magic consistent enough to inspire confidence in our customers, our colleagues, and just about everyone else we encounter.