By Shep Hyken, CSP, CPAE
As you prepare for the year ahead, ask yourself — and others in your shop — the following questions about your company’s customer service.
1. What three things do you do best that differentiates you from your competition?
Look at how you are really, honestly different.
What can you say about your company that your competitors can’t say about theirs?
Look at how you are really, honestly different.
What can you say about your company that your competitors can’t say about theirs?
2. You can’t be the best at everything, so what is it you are not good at doing?
Don’t try to change it; instead, focus on what you are good at, and improve on that.
Don’t try to change it; instead, focus on what you are good at, and improve on that.
3. What does your competition do that you can learn from?
Don’t copy them. Learn from them, and improve on what they do.
Don’t copy them. Learn from them, and improve on what they do.
4. What do you do to make your employees and/or co-workers want to be around you at work?
Do they enjoy working around you? If so, why?
Do they enjoy working around you? If so, why?
5. What, if anything, do you do to come up with creative and innovative ideas?
Does your company foster employee suggestions?
Does your company foster employee suggestions?
6. How does your company train employees in customer-service and relationship-building skills?
Many times, companies spend a lot of money and time on training technical skills. The best companies also train soft skills — like customer service.
Many times, companies spend a lot of money and time on training technical skills. The best companies also train soft skills — like customer service.
7. What policies or processes do you have that stand in the way of you delivering amazing customer service, and can they be removed?
In other words, how easy is it to do business with you?
Remember the old customer-service adage, “The answer is ‘Yes’; now, what’s the question?”
In other words, how easy is it to do business with you?
Remember the old customer-service adage, “The answer is ‘Yes’; now, what’s the question?”
8. What does your company do to actively seek out complaints and problems?
A complaint gives you a great opportunity to resolve an issue professionally and show how good you are.
A complaint gives you a great opportunity to resolve an issue professionally and show how good you are.
9. How do you or your company “debrief” negative experiences, turning them into teaching opportunities?
Dissect a negative experience or bad review, using it as a learning opportunity to get better.
Dissect a negative experience or bad review, using it as a learning opportunity to get better.
10. How do you celebrate success with your employees?
When you are successful, let them know they are appreciated.
When you are successful, let them know they are appreciated.
11. What do you give back to your community?
Community can be defined as local or global causes you are involved in, etc.
Community can be defined as local or global causes you are involved in, etc.
12. Does everyone in your company understand that customer service is a philosophy?
It’s also a mind-set and an attitude!
It’s also a mind-set and an attitude!
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Shep Hyken, CSP, CPAE, is chief amazement officer at Shepard Presentations, a customer service expert, a professional speaker and a best-selling business author.
He works with organizations to build loyal relationships with their customers and employees, and his books include Amaze Every Customer Every Time, The Amazement Revolution, The Cult of the Customer, Moments of Magic and The Loyal Customer.
He is also the creator of “The Customer Focus,” a training program that helps organizations develop a customer-service culture and loyalty mind-set.
For more information, visit www.hyken.com or www.thecustomerfocus.com, call (314) 692
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