Shep Hyken, the “Chief Amazement Officer” at his strategy consultancy, demonstrates a customer service program your customers – and your employees – will appreciate. He explains that he did not develop his customer service orientation in training workshops, corporate seminars or business school marketing classes. Instead, he learned his service concepts from wise parents who had sensible, good-hearted ideas about how to treat others. Hyken began putting these straightforward concepts to work at a young age and refined them as he gained business experience. His prescriptions are rooted in treating others – including your staffers – as they, and you, would wish to be treated. Hyken explains his seven foundational ideas – which are highly useful though maybe not all highly original – so clearly that any manager can benefit from them. getAbstract recommends this well-researched book and its instructive case histories to anyone whose employees serve customers.
In this summary, you will learn
- How to create a corporate culture that amazes your customers;
- How to use the seven “Amazement” strategies for customer service; and
- How successful companies, including American Express and Harley-Davidson, implement these strategies.
About the Author
Shep Hyken founded Shepard Presentations LLC, a consultancy where he is “Chief Amazement Officer.” He is a member of the National Speakers Association Hall of Fame.