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Shep Hyken – customer service motivational speaker, author, trainer, and expert – knows how to be enthusiastic. In one of his Shepard Letters, his monthly newsletter, Shep sheds light on a little secret– enthusiasm is contagious. Who would you rather be with at work? Someone who hates what they are doing, or someone who loves […]

Shep Hyken – customer service motivational speaker, author, trainer, and expert – knows just how important every moment with the customer is. In one of his Shepard Letters, his monthly newsletter, Shep talks about each moment as a moment of truth, and how those moments can turn into moments of magic, or moments of misery. […]

Shep Hyken – customer service motivational speaker, author, trainer, and expert – has come up with ten guidelines to follow while talking on the phone, as featured in one of his Shepard Letters, his monthly newsletter. This article is not just for the front line people who deal directly with customers. All of this information […]