Strategy & Leadership

Twitter Chat Recap: Shep Hyken on Solution-Based Customer Service

In case you missed it — this week we hosted a Twitter chat (#CustSolutions) with bestselling author and customer service guru Shep Hyken (check out Shep’s take on the four things service technicians should never, ever say) discussing why (and how) service organizations should embrace solution-oriented approaches to customer service. Hundreds of questions and insights followed from a pretty diverse group of customer service pros. A few highlights we culled from the feed:

What defines a solution-oriented approach to customer service?

Shep Hyken: Solutions should be focused on customers. Solution oriented starts with a customer-centric approach #custsolutions

What are some key questions to ask a frustrated customer?

Shep Hyken: Let customers know you are there to help. Then ask to go over the situation again. Ask open end questions & give feedback #custsolutions

Michael Lytle: Once you have fixed the customer, figure out how you could have avoided the situation. Communication is now key!

Stuff happens, people run late, things break. In this case, what should you say to a frustrated customer?

Shep Hyken: Communication ahead of the problem can sometimes give you some latitude w/ the customer. #custsolutions

Stan Phelps: How to handle a frustrated customer? #custsolutions Show you care. Go above and beyond in an effort to make things right.

What is the best way to handle a customer who is wrong? #UserError

Shep Hyken: Customer Service: The goal isn’t to just fix a problem. The true goal is to restore confidence!

What opportunities do Field Service techs have that other types of service don’t?

Shep Hyken: The field rep is the face of the brand, representing the company: the name of the company and all of the employees!

What can companies do to empower problem solving on their teams?

Shep Hyken: Hire right, constantly train, praise best practices (and operationalize them) and learn from mistakes

Check out the full #CustSolutions Twitter Chat here:


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