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Shep Hyken is a customer experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. For more articles on customer service and business go to http://www.hyken.com.
Reviewed by Anne Boling for Readers' Favorite
It is a competitive world and only the best succeed. Shep Hyken wrote “Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet” to help businesses thrive and not just survive. Businesses need employees who are passionate about serving others. An employee’s attitude reflects upon their employer, and an employee who respects the owner will emulate the owner’s attitude and behavior, creating a more enjoyable environment for all. The introduction instructs readers on how to use this book, the first three chapters discussing why Ace Hardware was chosen to serve as the role model for this book. Chapter five introduces readers to the “Seven Amazement Principles.” The rest of the book provides readers with the 52 tools for delivering the most amazing customer service on the planet.
Shep Hyken has taken the mystery out of customer service. I am amazed at how he has managed to make the concepts in this book simple and easy to understand. "Amaze Every Customer Every Time" can be used as a handbook to success; a road map to establishing professional and efficient customer service necessary for any bushiness to succeed. I encourage all service industry establishments to purchase a copy of this book for each employee and to use it as a training tool.
