Shep Hyken is one of the world’s most influential customer service experts, professional speaker and bestselling author, having worked with American Airlines, Bank of America, Disney, Lexus and many more large names. Here, we take a look at his top tips for achieving excellent customer service…
“Complaints are gifts. Problems are opportunities. Let customers tell you there is a problem and show them how good you can be.”
“To the customer, YOU are the company.”
“Treat every situation, opportunity and interaction as an opportunity to show how good you are.”
“The company telling the story is one thing, the customer telling the story is even better.”
“Do what is not expected.”
“Customers are smarter than ever. They know what good customer service is and expect it.”
“Offer your customers something special.”
“A customer is the most important visitor, on our premises. He is not dependent on us, we are dependent on him. He is not an interruption on work, he is the purpose of it. He is not an outsider to our business, he is part of it. We are not doing him a favour by serving him…He is doing us a favour by giving us the opportunity to do it.”
“Be a customer service role model. Regardless of what you do for your company, be that person who everyone admires and wants to emulate.”
“There is no loyalty without confidence, & there is no confidence without consistency.”
