Preview Mode Links will not work in preview mode

Brofessional Development Podcast


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

Notable Quotes

  • My best coaches and mentors were actually my parents.
  • Customer service is not a dep[artment. It’s part of the culture.
  • Every single person in your company, no matter how big or small your organization is, has some impact on that end experience the customer has.
  • If you take care of people on the inside, they’re going to take care of people on the outside.
  • Herb Kelleher, the first CEO of Southwest Airlines, when he was asked which is more important, your shareholders who invest in you? Your passengers who pay money? Or the employees? He said the employees. Because “if the employees are happy, then they will take care of the passengers who will fly on the airline again and will then make the shareholders happy.
  • You can’t wow a customer but you can amaze them all the time.
  • Most of the clients that call me, don’t need help. They want sustainability.
  • Leaders have to demonstrate what they want everyone else to do.

Resources

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

How to Master the Art of Selling: Hopkins, Tom

Moments of Truth by Jan Carlzon