Sometimes You Just Know the Right Thing to Do

It’s easy to train people on the basics of delivering good customer service. But sometimes the best opportunities arise where an employee can do something not because it’s expected, because it’s what they’ve been trained to do, but rather because it’s intuitively the right thing to do. Doing something because you want to do it, not just because you have to do it, can create a powerful moment.

I experienced this first-hand, and share this story in my latest video!

Shep Hyken

About 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.