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The Amazement Revolution
Book

The Amazement Revolution

Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience

Shep Hyken
Greenleaf Book Group, 2011
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Editorial Rating

7

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  • Applicable

Recommendation

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.

Summary

Does Your Customer Service Amaze?

Webster’s Unabridged Dictionary defines “amazement (noun)” as “overwhelming surprise or astonishment.” Customer service expert Shep Hyken defines “Amazement (proper noun)” as “service that is consistently and predictably better than average.” This explanation signifies a superior level of service that companies can deliver on a consistent basis. While almost any company occasionally provides quality service, few companies do so routinely enough to be Amazement firms.

Hyken has been hitting the Amazement high note since he was 12 years old, when he began working as a magician at children’s birthday parties for $15. After his first gig, his mother reminded him to send a thank-you note to the mom who had hired him. Starting with such notes, Hyken developed some best business practices for his budding performance career. For example, one week before any engagement, he would call the party’s sponsor to confirm the date, time and details; he would always arrive at a booking early and leave late; he would give the best possible performance and send the sponsoring parent a thank-you note the following day. A week later, Hyken would...

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.

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