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Commandment No. 10 – Thou Shalt Practice the CANEI Principle

We have finally arrived at the tenth entry on Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service, titled “Thou Shalt Practice the CANEI Principle”. What does CANEI mean? As Hyken explains, “CANEI is Dr. Edward Deming’s concept that stands for Constant and Never Ending Improvement. It is…
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Commandment No. 9 – Thou Shalt Lighten the Lines

The penultimate entry on Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service, is “Thou Shalt Lighten the Lines.” Hyken begins by observing that no one likes waiting in line. He goes on to explain “the word ‘line’ is a metaphor for making the customer wait unnecessarily for…
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Commandment No. 8 – Thou Shalt Take Responsibility

Next up on our review of Ten Commandments of Superior Customer Service by Shep Hyken at Forbes, is “Thou Shalt Take Responsibility”. As Hyken explains, “In customer service, taking responsibility means you own it.” As he further adds, “It may not be your fault, but now it’s your problem (to…
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Commandment No. 7 – Do What Is Necessary, Not What Is Comfortable

Commandment No. 7 from Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service, is “Do What Is Necessary, Not What Is Comfortable”. Succinctly, Hyken puts it, “If you are focused on your customer, you will do what’s right and necessary, not what’s easy.” So how does one know…
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