The customer is not always right. (They really aren’t.) But, they are always the customer. So treat them with dignity & respect.
Shep Hyken
96.1K posts
Shep Hyken
@Hyken
Customer Service and Experience Expert | Keynote Speaker | NYT Bestselling Author | Shep helps companies deliver AMAZING customer service experiences!
- If we consistently exceed the expectations of employees, they will consistently exceed the expectations of our customers.
- It's this simple: customers will pay for convenience. And they will choose to do more business with the people and companies that make their lives more convenient! The Convenience Revolution is here: buff.ly/2IkbxEI
- I’ve said this before, and it bears repeating: The greatest technology in the world hasn’t replaced the ultimate relationship-building tool between a customer and a business—the human touch.
- Hire the attitude, train the skill.
- Customer service shouldn’t cost. It should pay. I’ve always believed that a Customer Support Department should be renamed as the Revenue Generation Department. If the agents handle the customer well, they will come back, spend more, etc.
- My dad taught me 1 of the most disrespectful things you can do to anyone (esp. a customer) is to be late. If you say you’ll be somewhere or will call someone back at a certain time, do it. It's basically saying your time's more important than theirs, which is very disrespectful.
- The best customer service is invisible. It just happens. The customer doesn’t have to ask for it. It just gets done the way it’s supposed to. What does get done isn’t always noticed, and shouldn’t be. Invisible service means it happens without you ever seeing it.
- It always surprises me when companies make better offers to new customers than to their existing, long-term customers. Is that any way to reward your loyal customers? Focus on customers & the money follows. Focus on the money & you have a marketing program, not a loyalty program.
- Unhappy employees have a negative impact on customers, and the opposite is true. Employees treated right will treat customers right. A good customer service strategy starts on the inside of a company with employees.
- Are you confident enough to recommend your competition? In the right situation, it is simply good customer service.
- Your employees come first. And if you treat your employees right, guess what? Your customers come back, and that makes your shareholders happy. Start with employees and the rest follows from that.
- The customer is NOT always right! But they are always the customer. Whenever they are wrong, let them be wrong with dignity and respect.