
Your Emergency Response Plan–Be Prepared
One of our viewers, Tom Korff, sent in an important question: how should customer support agents handle callers who are threatening to harm themselves and/or others? This is a serious topic. I will share my thoughts, but it’s important to note that the brevity of my answer does not diminish the importance of the question. If someone threatens to do harm to themselves or others, it cannot be taken lightly. If you find yourself in this situation, the first step is to inform the customer that such statements are taken seriously and that you will be informing the proper authorities. It’s important to make this statement with as much concern and empathy as possible. Of course, the follow-through is just as, if not more, important. You cannot make that statement without following through on your actions. Once any imminent danger has been dealt with, take time to reflect. Determine how a situation like this should be handled and then create a process for crisis management. The process should include informing management and contacting the appropriate authorities. Train everyone in your organization how to respond using this process. Training is important to ensure consistency. While Tom’s question was focused on how to respond in a customer support center, this situation could happen to anyone in almost any department. The key is knowing what to do if and when it does. Again, everyone must know how to respond. This brings us to a bigger question: What other situations require company-wide training? While not quite as extreme as a customer doing harm to themselves or others, your employees should know what to do during a power outage. Do you have a game plan for snow days? What if the air conditioning goes out on the hottest day of the summer? On a more serious note, does everyone know what to do when the fire alarm goes off? There are plenty of emergency situations where everyone should be trained on how to respond. By the way, you’re not finished once everyone is properly trained. Repeat training is the only way to ensure everyone is ready to react. Fire drills and other role play should be done regularly to reinforce how to handle extreme issues. For some cases, you may consider repeating these training exercises and drills every six months. So, make your list. Write out what needs to happen. Get the process on paper and train… and then train again. You never know when you might face one of these situations. When that does happen, you’ll want to be prepared!
Season 1 Episodes

How to Be a Customer Service Hero: The Mike Moment
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Winner! Winner! Chicken Dinner! The Versatility of Customer Service
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The New Executive Position: CLO, Customer Love Officer
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Compare Yourself to the Best
Stop comparing yourself to the competition! It’s okay to ask yourself, “What...

Ritualize the Customer Experience
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A Recipe for Amazing Customer Service
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How Much Does It Cost to Give Great Customer Service?
I recently wrote an article in Forbes about how to get customers...

When Surprise and Delight Becomes Surprise Without Delight
We’ve all heard this expression. The intention is that we surprise our...

Does it Matter How You Refer to Your Customers?
Let me ask you: What do you call your customers? Do you...

Be Nice – It Doesn’t Cost You Anything
What does it cost to be nice? Some would say, “Nothing.” When...

How to Avoid Roadblocks to Great Customer Service
What gets in the way of creating a great customer service experience...

A Boring Customer Service Experience – That’s What Our Customers Want
You may call me boring, but I want the same thing every...

Would You Fight to Make Your Customers Happy?
First, a little background. I was having a conversation with a colleague...

How to Really WOW Your Customers
I recently talked about taking the extra step to deliver amazing service....

You Can’t Automate Your Customer Relationship
I recently wrote an article for Forbes about how three out of...

How to Calculate Your Customer Retention Rate
Get ready to do a little math. While not my typical lesson,...

The Peace of Mind Call
My friend Stacy Sherman, head of customer experience at Schindler Elevator Corporation,...

There’s Magic in Managing the Details
“Detail is no detail.” I’m not sure where I heard this first....

How to Put Some Fun into Serious Business
The other day I was talking to my friend and fellow customer...

How Do You Really Know If You’re Doing a Good Job?
I could have titled this video “Box of Donuts Research,” but you...

The Boss Can Kill the Customer Service Buzz
Back in my high school and college days I worked at a...

The Problem Didn’t Start When Your Customer Told You About It
Imagine this: The phone rings. A customer service representative answers the phone...

The Employee Experience Starts with the Hiring Process
Every company wants to have good employees. More importantly, they also want...

How to Transform the Customer Experience
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Customer Service Training is Not What You Think it is
Many companies have a great focus on providing an excellent or, as...

Smile and the World Smiles With You – Unless It’s Fake
One of our faithful viewers sent me a story. He was at...

Four Lessons from The Cult Of The Customer
It’s almost here… the updated and revised edition of The Cult of...

Do You Take Responsibility When Things Go Wrong?
In a recent video, I talked about the concept of giving recognition...

A Dramatic Change Doesn’t Have to be a Traumatic Change
The word dramatic is a great word. When you use it to...

De-evolution of a Business – How to Stay Relevant to Your Customers
Is your business de-evolving? Or do you have growth? If you want...

How Do You Drive Toward Customer Success?
What do golf and customer service have in common? Want to know...

How to Make Your Customer’s Experience Even Better
How can you create a better experience for your customers? Take a...

What You Should Do When a Customer is Wrong & Phrases to Avoid
What do you do when the customer is wrong? If you enjoyed...

What Signals Are You Sending Customers – Customer Experience Training
What signals are you unintentionally sending your customers? If you want to...

Eliminate Friction with Proactive Customer Support
Are you able to solve your customer’s problems proactively? To create more...

How Can You Predict What Customers Want or Need?
Can you effectively predict your customer’s wants and needs? To create more...

How to Create a Friction-Less Convenient Customer Experience
Do you know how to create a friction-less and convenient experience for...

The Concept of Starting Over – A Powerful CX Lesson
Shep Hyken, Customer Service & Experience Expert, discusses the concept of starting...

How to Deal with Angry Customers – Customer Experience Lesson
Have you ever dealt with a customer who was upset over something...

Deliver on the Entire Customer Experience – Learn from 3 Great CX Companies
Do you know how to deliver on the entire customer experience? Take...

Why Do People Put Up with Bad Customer Service?
Have you ever became numb to poor customer service? If you enjoyed...

Brand Promise – Have Incredible CX!
Shep Hyken, Author, Customer Service & Experience Expert, & Speaker discusses the...

Have Your Defined Your Company’s Core Values?
Shep Hyken, Author, Customer Service & Experience Expert, & Speaker discusses core...

A Doctor’s Prescription for Good Customer Service – Create a Win-Wynn
Shep Hyken, Author, Customer Service & Experience Expert, & Speaker shares the...

Always Do Your Best – Customer Service Lesson
Shep Hyken, Customer Service & Experience Expert, discusses why you and your...
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