article thumbnail

A Lesson from Michelangelo: Details Matter

ShepHyken

It’s usually just “little things” – details that often are almost unnoticed – that give our customers confidence and help create customer amazement. . They are also important to our customers, whether they know it or not. It’s the same with a fast reply to an email or quick return phone call. None of these are big.

article thumbnail

Why You Shouldn’t Yell at Customer Service Agents – And More

ShepHyken

Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. I try to be nice, but that doesn’t always work. What do you think if I yell at them? Here is my answer: A couple of old expressions come to mind.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Make Your Customer Smarter: Create an Educational Experience

ShepHyken

That expertise creates confidence. . It’s natural that you would gravitate toward a person you perceived as an expert. When someone demonstrates a level of expertise and shares information you didn’t know, you tend to trust them. For example, when you go to Best Buy and are looking for a new TV, you’ll find there are so many to choose from.

article thumbnail

The Biggest Opportunity in Customer Service

ShepHyken

I was asked the same question three times in the last week: “What is the biggest opportunity in customer service?” If you had asked me this question a month ago – or asked it a month from now – there could be a different answer. But today’s answer is not just timely, but also timeless.

article thumbnail

What Does Perfect Service Recovery Look Like?

ShepHyken

For those that haven’t been following, the five-steps are: 1) Acknowledge the problem and thank the customer for bringing it to your attention. 2) Apologize for the problem. 3) Fix it or discuss the resolution. 4) Have an attitude of ownership. 5) Act with urgency.

article thumbnail

You Too Can Be As Good As Amazon…Maybe!

ShepHyken

For a number of years, I’ve preached that our customers no longer compare us just to our direct competitors, but instead to the brands they enjoy doing business with the most. In other words, the ones that provide the best customer service and experience.

B2C 64
article thumbnail

Showing Up On Time

ShepHyken

Maybe that’s the reason I’m so focused on creating amazing experiences for my clients and my clients’ customers—and, of course, everyone else. When I was a kid, my father taught me about being on time and why it is important. There were two times he gave me the “show up on time” lesson—neither of which I’ll ever forget.

Course 112