Shep Hyken Speaking Topics -Customer Service, Internal Service, Customer Loylaty

Creating "Moments of Magic," Customer Loyalty, Excellent
Customer Service and Customer Relations.

These presentations focus on how important service is in today's world.
Make your organization a star in your customers' eyes. Some of the
topics in these presentations include Jan Carlzon's Moments of Truth,
Moments of Magic, parallels between selling and service, meeting and
exceeding expectations, handling confrontations, building relationships
and more.

Internal Customer Service

This is important to every employee of any business; from upper
management to front line employees. Some of the areas discussed
include the concept of the internal customer, management's new
responsibilities and building better relationships. The front line may
service, sell and have the most contact with the "outside" customer, but
the internal people serve everyone else in the organization. Servicing
and treating fellow employees like customers will have a direct positive
effect on your organization's customer service/satisfaction program.
Teamwork concepts can also be brought into this program.

You Are the Magic!

This motivational speech combines humor, magic, information and
motivation to create an exciting and enlightening presentation for all
types of audiences. It is a fun program that can incorporate parts of
Shep's service programs or can include topics such as personal
excellence, goal setting, turning negatives into positives, teamwork and
more. This is an outstanding program for banquets and special events.

Focus On the Customer - LIVE!

Perhaps your organization has held focus groups where customers are
brought into a comfortable environment and asked questions. Imagine
taking the focus group live, in front of your organization's executives,
sales people, etc. Shep Hyken will host and facilitate a focus group in
front of your audience. Shep will learn specific information about your
business and industry, learn about your customers, and develop
questions to ask them. But most importantly, Shep will open the session
up for questions from the audience. Your people will be able to ask
these customers virtually any questions they have ever wanted to ask -
no holds barred! Shep encourages participation and keeps the program
moving with high energy and his own brand of humor. (You might say
this is a cross between Phil Donahue and Jay Leno!)