If you’re not aware of where we stand on the slogan “the customer is always right” well here it is: “the customer is NOT always right.” We welcome anyone to voice why they agree or disagree with us on this topic and many customer service experts will not come to the table to chat with us about it except for Shep Hyken. I actually reached out to him on Twitter and we started chatting about the topic and I finally said “why don’t we chat on the show” and he immediately said “let’s do it.” Shep is truly genuine when he speaks and has a ton of knowledge about what he’s talking about whether it’s business or customer service. We had a blast chatting with him and also loved some of his views that he had during the interview. On the go? Download the audio and take it with you.
About Shep Hyken:
CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a customer service speaker and expert, Shep works with companies who want to build loyal relationships with their customers and employees. He is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author.
Shep’s philosophy as a speaker is that it is all about you – your meeting, your people and your success. His style is energetic and entertaining mixes important information and entertainment (humor and magic). The content is relevant and useful, and the audience will leave with tools, ideas and concepts they can put to use immediately. Shep promises to deliver one of the most exciting and memorable programs you will ever experience! (taken from hyken.com)
Shep’s Book: The Amazement Revolution
It is the culture that can drive any organization—from one employee to tens of thousands—to focus completely on delivering an amazing customer service experience.
In this exceptional guide to the principle of amazement, bestselling author Shep Hyken uses fifty companies as role-model examples to teach seven powerful strategies that will kick-start the revolution in your organization. (taken from hyken.com)
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