Internal Customer Service
It has been my good fortune to have been hired to speak to hundreds of clients with many, many different types of audiences. Most of these clients understand that customer…
VU Resources
Writing Appreciation Letters Is a Great Learning Exercise
Companies love it when they receive appreciation letters about their employees, their products and the customer service they deliver. If you love what a company or individual has done, write…
Building Customer Loyalty
Studies have shown that it is much more expensive to attract a new customer to a business than to keep an existing one. So, what can we do to build…
The Loyalty Formula
Recently I was asked, “How does one create loyalty?” At first I thought the answer would be a long one. But, what came out was as simple as it gets.…
Moments of Truth, Misery and Magic
This is the first in a series of articles contributed by noted customer service and customer relations expert, speaker and author, Shep Hyken, CSP.
The Art of Name Calling
Studies show that customers respond more positively when their names are used. Here’s an example from a recent business trip that will give you an idea of the impact this…
The Numbers Don’t Lie
As it pertains to customer service, and ultimately customer loyalty, a recent study conducted by the consulting firm Accenture reveals some very important information that we should consider. While the…
Bad Rules – Part 1
Do you or your company have rules and policies that customers might think of as dumb, ridiculous, or inconvenient? Do the people you work with understand the concept of the…
Bad Rules – Part 2 (Or How to Say “No”)
In Part 1 of this article, I wrote about bad rules. Sometimes management creates rules that get in the way of taking care of customers. This is a follow-up. This is a…
The Basics of Customer Service
There are four basic components of a good customer service strategy. These simple yet powerful tools are the key to success in customer service and will create many MOMENTS OF…
