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Gene Hammett
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Gene Hammett   My Press Releases

359 | Powerful359 | Powerful Insights on Improving Customer Service with Shep Hyken Insights on Improving Customer Service with Shep Hyken

Published on 10/4/2018
For additional information  Click Here

Discover how to improve customer service with new insights to get to the heart of the issue. Every business has to create systems to improve customer service. Today’s interview is with Shep Hyken, a true master of customer service. Shep shares with you how to think about customer service and what to do about it. Today is all about how to improve customer service.

Don't miss an episode. Subscribe to Leaders in the Trenches.

Target Audience: Shep is an American customer service expert, author, and speaker. His book, The Amazement Revolution, was a bestseller. Shep Hyken’s most requested programs focus on customer service, customer loyalty, internal service, customer relations, and the customer experience. He is known for his high-energy presentations, which combine important information with entertainment (humor and magic) to create exciting programs for his audiences.

Powerful Insights on Improving Customer Service: The Transcript

Disclaimer: This transcript was created using YouTube’s translator tool and that may mean that some of the words, grammar, and typos come from a misinterpretation of the video.

Leaders in the trenches and your host today is Gene Hammett.

Gene Hammett: Hi, this is Gene Hammett. I’m your host and leaders in the trenches. Today we’re going to have a big question for you. How could you make customer service a competitive advantage? Companies like Amazon and Uber have definitely understood the important of convenience and creating frictionless service and experience with the customer, but I want to ask you in your growth strategy, how can you do that? How can you be different from the competition? How can you create fiercely loyal customers? Well, I have an expert today on our interview show. Today is Shep Hyken. Shep wrote the book on customer service. We’re going to tell you all about it today, but before you wrap up, make sure that you download the culture scorecard. It’s GeneHammett.com, forward slash culture. It’s all about your score on where your culture is right now and how you can improve. Now, if you’re ready for hypergrowth, if you’re ready to really up your customer service game, this is the interview for you. So here it is with Shep Hyken.

Shep Hyken: I am doing fantastic. How are you doing?

Gene Hammett: Great, it’s a great Monday. I’m excited to have you on the show and leaders in the trenches you’re in for a treat here because it’s got some really strong message here that will really help you grow your business. So Shep. I’ve already let them know a little bit about you. Can you tell us a little bit about you? Maybe it’s not commonly known and uh, who do you serve in the business you work with?

Shep Hyken: Sure. Uh, well, I mean, who do I serve for? I work with companies that want to build loyal relationships with customers and employees. Okay. That’s everybody. So who doesn’t want to do that? Uh, my goal is to help our clients build amazing experiences for our customers. If you were to walk out of a business and you hear somebody say, you say, wow, those people are amazing and that’s what we help our clients to create those amazing customer service type experiences. And I actually started my first business when I was 12 years old. A lot of people don’t know that. Although when people say, give me your background, that’s one of the things I’m most proud of. Twelve years old. I was a birthday party, magic show magician. And uh, that’s what I did. I had fun. Came home after my first party. My parents told me that I was going to go write a thank you note. I thought when my mom said, what are you going to do after dinner? There correct answer was homework, but no, they said write a thank you note. And that was my first lesson in customer service and my dad said a week later you call the parents again. You thank them again. You ask them how they liked the show and if they say they liked the show then say, well, what tricks did you like?

Shep Hyken: And whatever tricks they didn’t talk about, that’s your opportunity to improve. So my dad was teaching me and my mom and dad, but the show appreciation, get feedback, process improvement all at age 12. And then my dad, master salesperson said, you know, when they say they loved your show, asked for the names and numbers of the people, the back of the room who are watching your kids be entertained, those are the parents. And I did. And they gave me the names and numbers. And within a year and a half I’m doing eight, 10 magic shows every week making more money than my teachers at school. And you know, there’s your hypergrowth. And so, uh, but that’s the joke about that. That’s my customer service and business background. Starting at a young age today, you know, I work with companies that range from the smallest of businesses. I’ve walked into organizations that have 15, 20 people had been in a room to do a speech for six people all the way up to working in stadiums for large companies that rent out an entire venue that, you know, bring in 20,000 employees. So, uh, all over the place. But the message is always core. And that is how do we create amazing relationships for our customers? And even our employees are in amazing experiences.

 

GET THE FULL EPISODE ON https://www.genehammett.com/359-powerful-insights-on-improving-customer-service-with-shep-hyken/

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