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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. 6 – Thou Shalt Anticipate

“Thou Shalt Anticipate” is commandment number six found in Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service. Anticipation requires some measure of assumption, which is a risky proposition according to the old saying, “when you assume, you make an…”—well, you know the rest. But being prepared is…
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Commandment No. 5 – Thou Shalt Be Willing to Apologize Quickly

The next commandment laid out in Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service, “Thou Shalt Be Willing to Apologize Quickly”. We all hate being wrong, especially when it means we’re not just incorrect but that we’ve actually aggrieved someone else. In the context of business, this…
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Commandment No. 4 – Thou Shalt Say Thank You and Please – A LOT

Let’s take a look at the next commandment described in Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service, “Thou Shalt Say Thank You and Please – A LOT”. As Hyken explains, this commandment harkens back to the good manners “our parents should have taught us.” He further…
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