ShepHyken

JUNE 24, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. Steve Jobs had the goal of giving a customer something they didn’t know they needed or wanted until they actually started using it.

Article 114

Article 2019 Customer Service Poor Customer Service 114

ShepHyken

OCTOBER 5, 2016

Like perfection is not reality, the concept of consistently WOWing customers is a lofty, if not impossible goal to achieve. WOW levels of customer service and experience are opportunities that typically fall in our lap in the form of complaints or problems we can resolve – or isolated opportunities to just do something special.

Hotels 133

Hotels Customer Service Training Leadership Customer Service 133

ShepHyken

MAY 2, 2018

As I was heading to the FedEx office, one of my fellow speaker-buddies told me he took his to the front desk of the hotel where they conveniently accommodated his request to ship the gift to his home. This is a classic example of a lack of consistency , which comes from a lack of training. Anything less and customers may move on.

Hotels 89

Hotels Customer Service Training Customer Service Information 89

Up Your Service

MARCH 24, 2015

If an employee feels a customer should get a discount, either because a mistake was made or because they’re a great and loyal customer, then let them. LUX* Resorts & Hotels excels at acknowledging employee achievements. When most companies set out to fix their service issues, they start with customer-facing employees.

Hotels 66

Hotels Culture Customer Service Training Customer Confidence 66