Feb 21, 2022
Improving customer service is a vital part of growing any business. After all, the lifeblood of any company is repeat customers. As many as 70 percent of customers say they’ll spend more with companies that provide excellent customer service. In a market where it's easier than ever for customers to take their money elsewhere, how can you improve your customer service?
In this episode, we talk to Shep Hyken, CSP, CPAE. He is the Chief Amazement Officer of Shepard Presentations. As a professional speaker and author, Shep works with companies that want to develop loyal relationships with their customers and employees. He is the New York Times and Wall Street Journal bestselling author of The Amazement Revolution and The Cult of the Customer.
Shep shares about his journey and how he started his personal and professional development, the common mistakes organizations make with their customer care services, and some of the steps you can take today to make great customer service culture in your organization.
Key Highlights
[00:42] Shep’s views on Spectrum’s customer service experience
[01:16] How Shep connected with Jason Selk
[02:05] Getting started in personal and professional development
[04:15] What has changed in the world of the customer care department
[08:59] Why organizations overlook customer service
[12:32] Customer service is not about the frontline people
[16:23] Dealing with unhappy employees
[20:13] Becoming a destination employer
[21:29] Dealing with already upset customers
[26:12] Customer service solutions
[34:31] Creating a customer-focused culture
[36:37] The power of gratitude
[39:44] The only fans inquiry: The magic trick
[43:59] Connect with Shep
Connect with Shep Hyken
Customer Service Speaker | Shep Hyken Keynote Speaker
Shep Hyken: Customer Service & CX-Expert - YouTube
Mentioned Resources
I'll Be Back Book | Shep Hyken Customer Service Expert