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| A Customer Loyalty Mindset |
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Customer Service Training Articles
Articles are a great way to reinforce customer service
training. The following articles are some of Shep
Hyken's most popular articles on customer service. In
addition, there are over one hundred articles just like
these on the www.hykne.com website. While you are
there, you can find out more about Shep's speaking
programs.
Some of Shep's most popular customer service articles:
Moments of Truth, Misery and Magic - This article
introduces Jan Carlson's concept he calls "The Moment
of Truth." Shep takes it a step further and brings the
reader the strategy of creating a "Moment of Magic"
and avoiding a "Moment of Misery." This is a customer
service basic and should be read by everyone. Feel free
to copy the article and include in your customer service
training.
The Satisfied Customer Is a Dangerous Customer - This
article is about becoming comfortable with having
satisfied customers. When something is satisfactory it
means it is fine and okay - not great! Satisfactory is a
rating and loyalty is an emotional tie. There is a big
difference between satisfied customers and loyal
customers. Everyone who has any contact with any
customer should read this article.
The Wow! Factor - We've heard people say they want
to wow, delight and amaze the customer. In this short
article, Shep shares several examples of how companies
are doing exactly this.
Top Ten Telephone Basics - This short article is
excellent customer service training for those on the
phone. It covers short tips and strategies that your
phone people can start to use right away. Everyone
who uses the phone to communicate with customers
should read this article.
The Internal Customer - Many of Shep's clients talk
about the internal customer. Sometimes employees
aren't sure who an internal customer is. This article is
the perfect way to introduce and clearly define who an
internal customer is and how they should be treated.
Great customer service has to be great on the inside
for it to work with outside customers. This article is a
must read for everyone, especially those who think
they don't have any contact or influence on the outside
customers.
Click here for more customer service articles.
Articles are a great way to reinforce customer service
training. The following articles are some of Shep
Hyken's most popular articles on customer service. In
addition, there are over one hundred articles just like
these on the www.hykne.com website. While you are
there, you can find out more about Shep's speaking
programs.
Some of Shep's most popular customer service articles:
Moments of Truth, Misery and Magic - This article
introduces Jan Carlson's concept he calls "The Moment
of Truth." Shep takes it a step further and brings the
reader the strategy of creating a "Moment of Magic"
and avoiding a "Moment of Misery." This is a customer
service basic and should be read by everyone. Feel free
to copy the article and include in your customer service
training.
The Satisfied Customer Is a Dangerous Customer - This
article is about becoming comfortable with having
satisfied customers. When something is satisfactory it
means it is fine and okay - not great! Satisfactory is a
rating and loyalty is an emotional tie. There is a big
difference between satisfied customers and loyal
customers. Everyone who has any contact with any
customer should read this article.
The Wow! Factor - We've heard people say they want
to wow, delight and amaze the customer. In this short
article, Shep shares several examples of how companies
are doing exactly this.
Top Ten Telephone Basics - This short article is
excellent customer service training for those on the
phone. It covers short tips and strategies that your
phone people can start to use right away. Everyone
who uses the phone to communicate with customers
should read this article.
The Internal Customer - Many of Shep's clients talk
about the internal customer. Sometimes employees
aren't sure who an internal customer is. This article is
the perfect way to introduce and clearly define who an
internal customer is and how they should be treated.
Great customer service has to be great on the inside
for it to work with outside customers. This article is a
must read for everyone, especially those who think
they don't have any contact or influence on the outside
customers.
Click here for more customer service articles.
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Google Customer Service Resource Search Engine
Below is a Google Search Engine that is focused on sites
that include articles, tips and more on customer service
related topics.
Below is a Google Search Engine that is focused on sites
that include articles, tips and more on customer service
related topics.