Customer service skills can feel like a lost art especially when you call a business and you can’t reach anyone with a pulse, or when you do have some person to person contact and the employee acts like they’re doing you a favor. It’s a frustrating customer experience and one that ultimately hurts a company’s reputation and bottom line.
How can you keep such disasters from happening in your business, or reverse course if such complacency has already set in? Today’s customer service and experience expert Shep Hyken has some answers and explains how to create a customer service culture you can be genuinely proud to tell your grandkids about.
What You’ll Discover About Customer Service Culture (highlights & transcript):
The customer service standard people expect regardless of how big or small your business is. [3:01]
The one customer experience that can bulletproof you from your competitors if you do it right. [5:30]
Why your business needs a customer service culture mission statement. [11:33]
Why it’s critical for every employee to understand how they impact the customer experience. [12:43]
The 6 steps necessary to create a customer service process focus. [12:01]
The role of accountability in a customer service culture. [17:18]
How to use automation without sacrificing customer service. [18:59]
And much more.
Guest: Shep Hyken
Shep Hyken is a customer service and customer experience rock star.
He’s the Chief Amazement Officer of Shepard Presentations, and a New York Times and Wall Street Journal bestselling author who has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.
Since founding Shepard Presentations in 1993 Shep has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees.
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