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Customer Service Blog

Below are blog posts, articles and tips focused on customer service and experience.  To view just the articles (typically longer than a blog post), click here.

5 Top Customer Service Articles for the Week of July 28, 2014

CUSTOMER SERVICE AND BUSINESS ARTICLES

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. Read More »

Guest Blog: Putting the Customer Last

This week on our Friends on Friday guest blog post, my colleague Ken Homza talks about how rules and procedures can lead to bad customer service.  I have always believed that we should empower employees to make decisions to support the customer. Shep Hyken  Read More »

Reasons for Customer Service Debacle

Customer Service Fails

The Wrong Way to Help a Customer - Low ResLast week a major cable and Internet provider made “headline” news when a customer recorded a call to the company’s customer service center.  All the customer wanted to do was terminate his service.

The customer service agent proceeded to ask questions as to why the customer would want to disconnect.  The agent made statements about this company being the best at what they do and providing the best price.  Read More »

5 TOP CUSTOMER SERVICE ARTICLES FOR THE WEEK OF JULY 21, 2014

CUSTOMER SERVICE AND BUSINESS ARTICLES

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. Read More »

Guest Blog: 4 Customer Experience Lessons from Amazon’s Prime Membership

This week on our Friends on Friday guest blog post, my colleague Adam Toporek describes 4 customer service experience lessons he learned from Amazon Prime.  Anytime anyone talks about Amazon, I listen. - Shep Hyken  Read More »

Recommending Your Competition Equals Good Customer Service

Refer the Customer to the Competition - Low ResConfidence is Key

The other day a potential client inquired about having me speak about customer service at his company’s annual meeting. Typically, one of the first questions a client will ask when they call about me speaking at their meeting is, “Are you available on this date?” Read More »

5 Top Customer Service Articles for the Week of July 14, 2014

CUSTOMER SERVICE AND BUSINESS ARTICLES

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. Read More »

Guest Blog: 10 Steps to Great Customer Service

This week on our Friends on Friday guest blog post, my colleague Jerry LePre gives us 10 great ways to provide amazing customer service.  These are terrific reminders that anyone can use. - Shep Hyken  Read More »

It’s Not the Product. It’s the Experience.

It's More Than the Product - Low Res

Deliver a Great Customer Experience

What makes the great companies so great?  It’s the customer service and experience the customer receives when doing business with that company.  The companies that get it are customer-centric.  They put the customer in the middle of decisions, ideas, marketing, system design and more. Read More »

5 Top Customer Service Articles for the Week of July 7, 2014

TOP CUSTOMER SERVICE AND BUSINESS ARTICLES

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. Read More »