Properly handling mistakes can enhance customer service. Shep Hyken details some reasons why this can be true in this article. Good customer service becomes noticeable for two reasons: A company or brand can be known for amazing customer service and experience. Customers may notice the employees’ attitude; how easy they are to do business with […]

Are your sales reps using questions that prove your rep is uninterested in your prospect or customer? Recently, Toyin McArthur, a trainer and facilitator for Storage Vault in Canada, asked Shep Hyken if I had any thoughts or suggestions related to customer service reps using questions like “How’s the weather?” to establish rapport with a […]

The difference between perception and reality is an important topic that every CEO, business owner, leader, manager, and supervisor must understand. When it comes to customer service and customer experience (CX), there is a difference between perception and reality. Shep Hyken explains the difference in this article. We encourage you to read it closely. First, […]

I read “some customers aren’t worth doing business with” as the title of this article from Shep Hyken and was taken back just a bit. And then I thought, he is right. How many times have you experienced a customer that drains your company of time and resources? How many customers do you have to […]

Is there tension between leadership and customer service at your organization? Shep Hyken has a great article on the subject. His friend Sterling Hawkins just wrote a great article about the tension between the leadership of a company and the sales force. Hawkins reports the president of a Fortune 500 company told him, “Tension between […]