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What to Do When You Don’t Have Control Over the Customer Experience

submitted by Shep Hyken

What happens when the customer calls about a problem, but the problem is completely out of your control? Let’s use an online retailer as an example. The customer buys a product and requests it be shipped via one of the typical shipping companies like UPS, FedEx or USPS.

Five Customer Service and Experience Trends You Can’t Ignore

submitted by Shep Hyken

As we close out the year and begin a new one, I thought about what has been trending over the last year or so and what will be important for us to consider as we move forward. Here are just five, but I think a very important five, trends to consider.

How Much is Your Reputation Worth?

submitted by Shep Hyken

What’s your reputation worth? A potentially tainted reputation that can be saved by providing a little better customer service or spending a few dollars (or sometimes more than a few dollars) may be exactly what not only saves your reputation.

Social Media Response Time, Are You Fast Enough

submitted by Shep Hyken

I knew it was bad, but just didn’t know how bad. I’m talking about the average time it takes for a company to respond, via different social media channels. A recent study put out by Eptica evaluated 500 US retailers’ ability to respond, by asking ten routine questions.

How to Make Your Customers Feel Special

submitted by Shep Hyken

You do the same thing, over and over each day. Work is a routine. You might even get bored. So how do you stay motivated to be nice to your customers? Before we answer that question, let me share an example with you to set up the lesson.

How to Create Customer Trust

submitted by Shep Hyken

Creating trust is paramount to creating customer loyalty. And anytime you have an opportunity to prove yourself and establish a little more trust with the customer, take advantage of it.

The Polite Society: Be a Nice Customer

submitted by Shep Hyken

Customer service is usually about the people who work at a company being polite to the customer. But how about the customer being polite to the employee? Be nice and maybe you’ll get nice back.

Customer Service Lessons from Walt Disney

submitted by Shep Hyken

I recently read an article by Peter Economy in Inc. Magazine. In honor of Disneyland’s 60th anniversary, he compiled 37 inspiring quotes from Walt Disney and some of his movie characters. I chose a few of my favorites and tied them to customer service lessons we can all use.

Loyal Customers Give Second Chances

submitted by Shep Hyken

As I think about this story, there are several lessons we can learn from it. When the consistent and predictable experience becomes inconsistent and unpredictable, consider the following four ideas.

Always Serve Your Customer with Grace and Appreciation

submitted by Shep Hyken

If you follow my work, you know that I believe that customers should be treated with dignity and respect, even when they’re wrong (and yes, they can be wrong). But what about when the customer is right and you are wrong? Or when they have a simple request?