Moments of Magic – Be a Star With Your Customers & Keep Them Forever 2nd edition
This is the first book Shep wrote, and it is still one of his most popular and requested books! And, now it has been re-written with updated stories and examples!
Moments of Magic™ is a clearly written, easy-to-read, easy to understand guide to customer service, and is for anyone in any job. Filled with information, techniques, and stories that make a point, this book will teach you and everyone in your organization to deliver excellent service to your internal and outside customers.
Chapters in this book cover Moments of Truth, Misery, and Magic, how to build stronger relationships, complaining customers, meeting and exceeding expectations, and much, much more.
Some people say it is common sense. Some say it is good sense. The information in this book makes sense. Most important, the information is simple, direct, and can be implemented immediately.
About Shep Hyken (St. Louis, Missouri Author)
Shep Hyken is a customer service and 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. His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home and The Convenience Revolution. He is also the creator of The Customer Focus™, a customer service training program that helps clients develop a customer service culture and loyalty mindset.
In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express – and that’s just a few of the A’s!