No Excuses, No Explanations. Just Solve the Problem!

February 20, 2018 // Shep Hyken

Have you ever had a problem, and tried to communicate that problem, only to receive an explanation or excuse instead of a solution? It doesn’t feel very satisfying. Many customers are more likely to make a negative statement than make a formal complaint, but in reality they’re exactly the same. If a customer says something negative about their experience, don’t just listen, but find a way to take action. Read between the lines and fix or eliminate the problem!

Learn how this happened to me recently in this week’s video!

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.