Episode 137 – Shep Hyken’s 5 Steps to Dealing with Moments of Misery

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 A free-form Friday episode. On Friday we go freestyle and talk about whatever we want. Because it’s Friday!

 

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“A moment of magic is any experience that is even a little bit better than average.” – Shep Hyken

Book of the Day: Be Amazing or Go Home: Seven Customer Service Habits That Create Confidence with Everyone – Shep Hyken

Shep Hyken’s 5 Steps to Dealing with Moments of Misery

  • Who is Shep Hyken?
    • New York Times Best Selling Author
    • Speaker
    • Husband of Cindy who is fantastic
  • Moments of Magic
    • Definition: Positive, memorable interactions with customers
    • What Creates Them
      • Being just a bit better than average
      • Being predictable
      • Being consistent
  • Moments of Misery
    • Definition: Miserable experiences customers have with your brand
    • What Creates Them
      • Violated Expectations
      • Violated Expectations
      • …pretty much just Violated Expectations
  • 5 Steps to Dealing with Social Moments of Misery
    1. Acknowledge
      • Tell the customer you realize something has caused them distress
      • Let them know that’s not the experience you want them to have
    2. Apologize
    3. Discuss Resolution
      • Give choices for resolution
      • Let them decide
    4. Own the Problem
      • Accept responsibility
    5. Act with Urgency

Brought to you by:

    • The Social Pack: Get on the inside to stay on the topside. Join today!
    • ParknFly: Save 10% off Posted Rate Reserve Now 
    • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or close outs. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best micro breweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

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About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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