Moments of Magic

by Shep Hyken

Shep Hyken, customer service expert and New York Times and Wall Street Journal bestselling author has revised and updated his original book Moments of Magic. The first edition of the book was published back in 1993 and was conceived long before then. That means this updated version now spans more than two decades of customer focused experience in helping companies deliver world-class customer service.In bringing this book up to date, examples and stories have been updated and revised, but the main points, strategies and concepts are as relevant as ever.   The goal of this book is to get you to think about quality customer service at all times. Customer service is not a department or job description. It is philosophy and an attitude. It is the way we have to do business.Jan Carlzon defines the Moment of Truth in business as anytime a customer comes into contact with a business and has an opportunity to form an impression.  This strategies in this book focus on taking that Moment of Truth and turning it into a Moment of Magic.  You will learn about managing the first impression, demonstrating knowledge to create credibility, techniques for dealing with confrontation and much more.And, if you don't have direct contact with the customer, don't forget about your internal customers.  All of the information in this book applies to both the outside and internal customer.This simple-to-read, common sense approach is a must-read for anyone who wants to take their customer service skills to the next level.

Genres: Business, Nonfiction

140 pages, Kindle Edition

First published January 1, 1993

About the author

The "Official" (and somewhat boring) Shep Hyken Bio...

Shep Hyken, CSP, CPAE is the Chief Amazement Officer at Shepard Presentations. As a speaker and author, 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 New York Times, Wall Street Journal and USA Today bestselling business author of "Moments of Magic," "The Loyal Customer," "The Cult of the Customer" and "The Amazement Revolution." He is also the creator of The Customer Focus program, which 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!

Shep Hyken's most requested programs focus on customer service, customer loyalty, internal service, customer relations and the customer experience. He is known for his high-energy presentations, which combine important information with entertainment (humor and magic) to create exciting programs for his audiences.

(CPAE, or the Council of Peers Award for Excellence, is the National Speakers Association's Speaker Hall of Fame award for lifetime achievement in the area platform/speaking excellence. CSP is the international designation for Certified Speaking Professionals and is awarded to individuals for certain achievements and education in the speaking profession.)

Reviews

[Victor Giustini · Rating 3 out of 5]

Explanations to small things that are very usefull if applied to customer service. Grest for business and for life.

[Conor Pendergrast · Rating 2 out of 5]

The book suffers on a number of points. The advice seems fine, but nothing terribly ground-breaking. It's far too anecdotal for my liking too: as far as I could tell there was very little research referred to. The ebook's formatting was all messed-up too.
Having said that, I got t for free, so "gift horse" etc.

[Jim Serger · Rating 5 out of 5]

Moments of Magic-- what a tribute to customer service. This book nailed the ins and outs on how too turn moments of mayhem into Moments of Magic in the customer service world-- he touches on internal customers (employees) and the external customers; all of which are wrapped into one. Great job to the author-- he has great true stories to share and experiences that will educate you.

[J.A. Simmons V · Rating 4 out of 5]

This is a book about customers, all customers both internal and external. This book will hopefully give you ideas about how you can better interact and provide for your customers.

[Elizabeth Kmiec · Rating 1 out of 5]

Pretty obvious

Nothing all that new or innovative. I feel like the author really just wanted to talk about different customer service experiences he's had.

[Daniel Boorman · Rating 5 out of 5]

Gives a great perspective on the importance of internal and external customer support and service.