Embrace the Power of Validation in Customer Service

Mastering Customer Service Over the Phone

When you and your team have direct interaction with customers, don’t just settle for answering questions and managing complaints. Instead, validate the customer’s decision to do business with you in the first place. What does that entail? Yes, you do have to answer questions and manage complaints, but also take the time to make suggestions, anticipate questions, and generally demonstrate your knowledge, strong personal attributes, and more.

Learn more in this week’s video!


Shep Hyken

Shep Hyken

Shep Hyken is the Lecturer of Customer Experience for the Tarkenton Certificate in Entrepreneurship and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. For more articles on customer service and business go to hyken.com.