When it comes to customer service, a lot of people talk about it. A lot of people even write about it. But few are able to do both in a way that genuinely shows that you too can deliver great customer service.
I should change the word “great” to “amazing,” as that’s the title of Shep Hyken’s latest book on customer service, The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer and Employee Experience.
I’m always skeptical of books on customer service, because they tend to be heavy on the fluff and light on the meat. Shep’s book, however, delivers meat and a lot of it. It is the type of book that will boost your sales motivation because of the significant impact it will have on the way you deliver customer service. Early on he introduces the concept “ART.” (I’ll let you read the book to find out what those letters stand for!)
Throughout the book Shep shares “ART” and what it means to you and your business. He does this by giving us his insights on numerous companies he has singled out for their delivery of amazing customer service.
What makes everything come together in the book is the author himself. Shep Hyken starts off the book by sharing insights about his youth and how the first concepts of customer service were drilled into him by his parents.
In his role today as a much sought-after expert and speaker on the subject of customer service, he readily demonstrates that he knows what he is talking about. Shep walks the talk and practices every piece of what he tells others to do.
I encourage you to pick up a copy of the book, read it and then more importantly start applying it in your life both personally and professionally.
Copyright 2011, Mark Hunter “The Sales Hunter.” Sales Motivation Blog.
