How to Create a Customer Service Culture You Can Be Proud Of
10/28/20 • 27 min
CUSTOMER SERVICE CULTURE
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.
Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic ®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time , and The Convenience Revolution.
He is also the creator of The Customer FocusTM, a customer service training program which helps clients develop a customer service culture and loyalty mindset.
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.
Related Resources:
Contact Shep and connect with him on LinkedIn, Facebook, and Twitter.
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CUSTOMER SERVICE CULTURE
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.
Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic ®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time , and The Convenience Revolution.
He is also the creator of The Customer FocusTM, a customer service training program which helps clients develop a customer service culture and loyalty mindset.
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.
Related Resources:
Contact Shep and connect with him on LinkedIn, Facebook, and Twitter.
Subscribe, Rate and Review:
Subscribing is easy and lets you have instant access to the latest tactics, strategies and tips.
Become a Preferred Listener or subscribe to the show through your favorite podcast app.
Rating and reviewing the show helps us grow our audience ad allows us to bring you more of the rich information you need to succeed from our high powered guests.
Download ♥ Subscribe ♥ Listen ♥ Learn ♥ Share ♥ Review ♥ Enjoy
Previous Episode
How to Increase the Marketing Value of Your Logo Design
LOGO DESIGN
Your logo design can provide instant name and product recognition for your business. It’s a very important part of your brand, your marketing and your business strategy. That’s why figuring out what’s truly important in a logo design is so essential to your business growth and prosperity. Today’s guest shares what non-artists need to know about logo design to increase the marketing value of their logo investment.
What You’ll Discover About Logo Design (highlights & transcript):
- HIGHLIGHTSCLICK HERE FOR AUDIO TRANSCRIPT
- How to know if a particular logo design is right for you. [2:43]
- Why knowing how and where your logo will be used is critically important. [3:35]
- The 3 logo design elements you need to know. [5:10]
- How image color and resolution impact your branding. [7:24]
- Why the cut rate logo designs are not always the cheapest branding solution. [17:22]
- The 3 logo design files you should ask for and why you need them. [16:37]
- Tips for selecting a graphic designer. [26:16]
- And much more.
Guest: Abby Greene
Abby Greene is a gifted artist and graphics designer and the Founder of Abby Graphics. She has a Bachelor of Arts from The American University in Washington, DC and a gazillion years of experience in design, having worked as a paste-up artist at a full -service advertising agency, an Assistant Art Director at a financial advertising agency, and a Senior Designer at a very large retail advertising.
Her work has been featured on every type of advertising media you could imagine, even billboards and TV. She also taught advanced design at Seton Hall University before starting her own successful graphic design company, Abby Graphics nearly 30 years ago.
She now designs a wide range of products that go well beyond logos, including business cards and letterhead, promotional brochures and flyers, corporate reports, catalogues, social media banners, e-books, web art, and much more.
Related Resources:
Contact Abby and connect with her on LinkedIn, Facebook, and Twitter.
Subscribe, Rate and Review:
Subscribing is easy and lets you have instant access to the latest tactics, strategies and tips.
Become a Preferred Listener or subscribe to the show through your favorite podcast app.
Rating and reviewing the show helps us grow our audience ad allows us to bring you more of the rich information you need to succeed from our high powered guests.
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Next Episode
Three Management Leadership Traps You Need to Avoid
LEADERSHIP TRAPS
CONGRATULATIONS – you’re a manager now.
If you secretly feel like the cat who finally caught the mouse and are not quite sure how to avoid common management leadership traps, you’re not alone. Today’s guest, HR pro Barbara Mitchell has years of experience helping new and seasoned managers side-step leadership traps and can help you maximize your impact and influence as well as build trust and and high performance teams.
What You’ll Learn About Leadership Traps (highlights & transcript):
- HIGHLIGHTSCLICK HERE FOR AUDIO TRANSCRIPT
- The 2 biggest challenges new managers face. [2:44]
- Why thinking your positional power means you have all the answers is a huge leadership trap. [3:57]
- The 3 management behaviors that are leadership traps. [3:59]
- How employee engagement starts well before you hire someone. [6:45]
- Why onboarding employees is not solely an HR department responsibility. [8:10]
- What to do when you feel your job is threatened by a super star who reports to you. [10:16]
- An easy way to side-step the leadership trap inherent in managing remote employees. [17:20]
- And much more.
Guest: Barbara Mitchell
Barbara Mitchell an acclaimed expert in human resources management and award winning co-author of
The Manager’s Answer Book: Powerful Tools to Maximize Your Impact and Influence, Build Trust and Teams, and Respond to Challenges – a 2020 winner of the prestigious Next Generation Indie Book Award.
Barbara is enthusiastic about helping organizations find, hire, engage and retain the best available talent. That’s why she founded The Mitchell Group, a management consulting practice that helps clients with people and talent management issues. She also maintains an active blog. Prior to her consulting, she spent much of her business career with Marriott International.
You might already be familiar with some of Barbara’s other work. In 2012, together with Cornelia Gamlem she wrote The Big Book of HR because managing people is the most challenging part of any leader’s day. The dynamic writing duo has since drilled down even further with their latest timeless release, The Manager’s Answer Book.
Related Resources:
Contact Barbara and connect with her on LinkedIn, Facebook, and Big Book of HR Twitter, as well as the Got Work Conflict Twitter.
You might also enjoy Barbara’s earlier interview How to Keep Workplace Conflict From Turning Toxic.
Subscribe, Rate and Review:
Subscribing is easy and lets you have instant access to the latest tactics, strategies and tips.
Become a Preferred Listener or subscribe to the show through your favorite podcast app.
Rating and reviewing the show helps us grow our audience ad allows us to bring you more of the rich information you need to succeed from our high powered guests.
Download ♥ Subscribe ♥ Listen ♥ Learn ♥ Share ♥ Review ♥ Enjoy
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