15 Customer

Service Tips for

2015Shep Hyken, Customer Service Expert

Always Be Amazing

@HykenCopyright © MMXV Shep Hyken, www.Hyken.com

1. Back to BasicsGet back to the basics for customer service.

Be polite. Say please and thank you.

2. Build RapportUse the customer’s name.

3. AccountabilityAlways do what you say you are going to do.

If you say you will call back in five minutes,

don’t make it ten.

Everyone has customers. Sometimes they are external –customers who pay you money. Sometimes they are internal –

colleagues you work with. Sometimes they are both. Either

way, your job is to take care of the customer.

4. Take Care of the Customer

Let your customers know your name

and how to contact you so if they are

inadvertently disconnected, have

another question, or there is any other

reason they might need a “friend” at the

company, they can easily get back in

touch with you.

5. Personalization

6. Respond Quickly

Return calls, emails, and any other

types of requests in a timely manner.

7. PunctualityBe punctual for meetings. It’s expected

you will be on time. It’s a sign of

disrespect if you aren’t.

8. Monitor Social Channels

Keep eyes on your

social outlets for

comments from

customers, and once

again, respond quickly.

9. The Employee Golden Rule

Treat employees the way you want your customers to be

treated, if not even better.

What’s happening inside an organization is felt on the

outside.

10. No-Transfer ResolutionSome companies’ customer

service people focus on a

one-call resolution.

Try a no-transfer resolution.

11. Consistency

Create a consistent experience.

Everyone strives to do their best every day.

Customers want and expect a consistent

positive attitude from everyone they come

into contact with.

12. Empowerment

Empower people to make great

customer-focused decisions. This

comes from hiring the right

people and training them

properly.

13. Customer Service Training

Constantly train for customer

service.

It needs to be ongoing.

Training isn’t something you

did. It’s something you do.

14. Everyone Always HasTwo Jobs:

1. Do the job they were hired to do.

2. Take care of the customer.

15. Be a Customer ServiceRole Model

Regardless of what you do for

your company, be that person

who everyone admires and

wants to emulate.

Use This List!

Don’t just read it, use it.

Choose from the tips that resonate with you.

Focus on one at a time.

Be sure to share this list with your

colleagues, or maybe even your customers!

Happy New Year!

Here’s to this being your best

customer service year ever!

Shep Hyken

www.Hyken.com

@Hyken