Customer Service Hostage Situation – Shep Hyken-sichen

Customer Service Professional keynote and customer service speaker and New York Times bestselling author, Shep Hyken discusses the impact social media has on customer service. Some of my clients have mentioned to me that social media gives customers such an upper hand. One even mentioned that he felt that his customers are holding his company hostage. These clients are concerned that if they don’t give their customers the service or experience that they think they deserve, they will turn to Twitter, share the experience on Facebook, post a negative review on Yelp, and more. You know what I think? I think that it simply means our customers are holding the company to a higher standard. Customer service is different than in the past. One of the biggest differences is, that today our customers are smarter than ever. They know what good customer service is. They hear their friends talking about it, they see it on TV. They don’t just compare you to the service they receive from your competitor, they compare it to the amazing experience they received at the restaurant they dined at last night, or the hotel they stayed at on vacation. They compare you to Nordstrom, Zappos, and all of the other brands that are known for customer service. When customers don’t get the customer service they think they deserve – the service that they know a company is capable of providing – they no longer just complain to a few friends, or simply stop doing business with you. They want to tell the world about it. And, can you blame them? I think this is good. Hold us to a higher standard. Shep Hyken, professional keynote and customer service speaker, customer service trainer, and New York Times best-selling author, shares his customer service tips. These tips are your how to guide to customer complaints, delivering amazing customer service, customer loyalty, customer service training, customer trust, company culture, customer experiences, sales tactics, and employee retention. Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a professional speaker and author, Shep works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep’s speaking presentations, including his customer service speaking and training programs, books, tapes and learning programs please contact: Shep Hyken 314-692-2200 Email: [email protected] Copyright 2010 by Shep Hyken, CSP, CPAE and Shepard Presentations, LLC About the Author: Shep Hyken is the the Chief Amazement Officer of Shepard Presentations. As a speaker, author and customer service expert, Shep helps organizations build loyal relationships with their customers and employees. His customer service and loyalty articles have been read in hundreds of publications, and he is the author of Moments of Magic, The Loyal Customer and the Wall Street Journal and USA Today best seller The Cult of the Customer. He is also the creator of The Customer Focus customer service training program, which helps clients develop a customer service culture and loyalty mindset. To read another article on customer service go to .hyken../arti 相关的主题文章:

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