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Customer Service Expert Shep Hyken!

Brofessional Development Podcast

Release Date: 02/21/2022

75 Hard Tips and Tricks for Success show art 75 Hard Tips and Tricks for Success

Brofessional Development Podcast

This week we share our experiences with 75 Hard programs. We’ll share how we progressed and how it can be beneficial to those looking to achieve mental toughness that can be useful for your business. Acquiring mental toughness aside from a well-organized routine can always bring positive change that can improve your overall lifestyle. In this episode, we talk about 75 Hard books, what is the program about, and the lessons you can learn from the program, we’ll also share our favorite and least favorite parts when in the program, and some of our tips if you’re considering to start the...

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Market Inflation & Sports Update, Coinbase Workforce Cut show art Market Inflation & Sports Update, Coinbase Workforce Cut

Brofessional Development Podcast

Brofessional Development Podcast brings you another update on trending events that are happening now. Topics we cover can be a mix of business, sports, and general current events. We also have a lot of opinions and ideas related to the trends that we love sharing with our audience. Tune in to this week's current events. In this episode, we talk about market inflation, Coinbase workforce getting cut, Netflix, Real estate market trends you’ll definitely want to know about, and sports updates. In this Episode [2:50] Market Inflation...

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Is Honesty the Best Policy in your Business? show art Is Honesty the Best Policy in your Business?

Brofessional Development Podcast

Transparency is being honest with other no matter how difficult it can be in your business or your employee. Transparency can depend on you as a business owner, you can be transparent with yourself or toward others. There are some information that should remain private in your business, but letting your employees know some things behind your success may help motivate them to perform better at their job. In this episode, we talk about transparency and the policy in your business, what transparency means, times where businesses have lacked transparency, and we share areas where we wish we were...

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Johnny Depp won, Top Gun movie , Sheryl Sandberg COO of Meta/Facebook show art Johnny Depp won, Top Gun movie , Sheryl Sandberg COO of Meta/Facebook

Brofessional Development Podcast

Knowing the latest news is always important so that you aren’t behind with current events. Whether it’s about sports or economic news, you can still make use of these for your business in preparing it for what are the trends that may affect it. Brofessional Development podcast covers trending news that can help keep you updated. In this episode, we talk about Elon Musk’s decision to end remote work, Johnny Depp and Amber Heard's case, Top Gun movie breaking box office records, and we’ll also cover the current marketing and how it is going to affect small businesses.   In this...

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How to Create a Compelling Vision show art How to Create a Compelling Vision

Brofessional Development Podcast

Vision casting allows you to set your business on course to succeed. The vision is a clear idea that shows where you want your business to be. Visions allow you to continue achieving goal after goal in your business. It helps you maintain that focus to continue what you want to get out of your business and how you want it to continue in the future. In this episode, we talk about how you can create a compelling vision, why is setting an important factor in your business, what you can do to start creating your own vision, and understanding RAS and how this works to help you with your vision....

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Shooting in Texas, Monkeypox, Job Market Updates show art Shooting in Texas, Monkeypox, Job Market Updates

Brofessional Development Podcast

Getting updated with the latest news that’s happening around us is important to find out if it may affect your business or not. Brofessional Development podcast covers trending news that should be brought to your attention. In this episode, we talk about the mass shootings in Texas, Airbnb parties in St. Louis, Job Market updates, Cardinals creating new ways to entice viewers, and Monkeypox and how it may or may not affect us.     In this Episode [0:40] Mass Shooting In Text [06:30] Airbnb Parties in St. Louis [11:52] Job Market Updates [14:06] Cardinals Livening the Game Again...

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Getting the Most out of your Employees show art Getting the Most out of your Employees

Brofessional Development Podcast

If you create good systems as an employer or employee, then you can have a successful business. You define how well your employee will perform in your business starting from your hiring process, how you lead your employees and choosing the right employees that will match your business goals. In this episode, we talk about how you can get the most out of your employees. From powerful quotes for employees and employers, how you can maximize your employee’s productivity, the importance of getting the most out of your employees and you providing the best for your employees, important things you...

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Understanding Inflation, Johnny Depp & Amber Heard's Trial, Elon Musk Twitter Deal on Hold show art Understanding Inflation, Johnny Depp & Amber Heard's Trial, Elon Musk Twitter Deal on Hold

Brofessional Development Podcast

Getting updated with current events is important if you want to understand what’s going on in the country. This will also help you understand how the economy is being affected by these new events. In this episode, we talk about the current events that are affecting us in business. From understanding inflation, baseball news, how Walmart went done in Q1 profit earnings, how Johnny Depp and Amber Heard’s trial has affected the population, US soccer agreeing for equal pay, Elon Musk’s Twitter deal being put on hold, and Real Estate market events. In this Episode [04:00] Current real estate...

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Flexibility and Adaptation in Life and in Business show art Flexibility and Adaptation in Life and in Business

Brofessional Development Podcast

Being flexible is not getting emotionally attached to specific outcomes. Being able to quickly adapt to a new circumstance is another way of being flexible in business. Understanding that even when things go wrong there are always opportunities there. You have to be flexible to become a successful business owner or you won’t last very long. In this episode, we talk about flexibility and adaptation in life and in business. From powerful quotes on life and business, the benefits of being flexible and adapting to situations in your business, and real-life examples of problems that became an...

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What is trending this week! show art What is trending this week!

Brofessional Development Podcast

This week the guys from Brofessional Development take a look at what is trending the last week!  Tom Brady signs a huge deal to jump in the booth after his playing career!  EA Sports and FIFA split after a dispute over money and contract talks! Elon Musk reports that he believes the ban on Donald Trump was to much on Twitter and he would have him back if he completes purchase! The St. Louis Cardinals Bader hits first inside the park homerun in the new Busch Stadium ever! Follow us on Instagram:  Facebook:  Twitter: Listen to the Brofessional podcast on:  Our...

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More Episodes

Improving customer service is a vital part of growing any business. After all, the lifeblood of any company is repeat customers. As many as 70 percent of customers say they’ll spend more with companies that provide excellent customer service. In a market where it's easier than ever for customers to take their money elsewhere, how can you improve your customer service?

 

In this episode, we talk to Shep Hyken, CSP, CPAE. He is the Chief Amazement Officer of Shepard Presentations. As a professional speaker and author, Shep works with companies that want to develop loyal relationships with their customers and employees. He is the New York Times and Wall Street Journal bestselling author of The Amazement Revolution and The Cult of the Customer.

 

Shep shares about his journey and how he started his personal and professional development, the common mistakes organizations make with their customer care services, and some of the steps you can take today to make great customer service culture in your organization.

 

Key Highlights

[00:42] Shep’s views on Spectrum’s customer service experience

[01:16] How Shep connected with Jason Selk

[02:05] Getting started in personal and professional development

[04:15] What has changed in the world of the customer care department

[08:59] Why organizations overlook customer service

[12:32] Customer service is not about the frontline people

[16:23] Dealing with unhappy employees

[20:13] Becoming a destination employer

[21:29] Dealing with already upset customers

[26:12] Customer service solutions

[34:31] Creating a customer-focused culture

[36:37] The power of gratitude

[39:44] The only fans inquiry: The magic trick

[43:59] Connect with Shep

Notable Quotes

  • My best coaches and mentors were actually my parents.
  • Customer service is not a dep[artment. It’s part of the culture.
  • Every single person in your company, no matter how big or small your organization is, has some impact on that end experience the customer has.
  • If you take care of people on the inside, they’re going to take care of people on the outside.
  • Herb Kelleher, the first CEO of Southwest Airlines, when he was asked which is more important, your shareholders who invest in you? Your passengers who pay money? Or the employees? He said the employees. Because “if the employees are happy, then they will take care of the passengers who will fly on the airline again and will then make the shareholders happy.
  • You can’t wow a customer but you can amaze them all the time.
  • Most of the clients that call me, don’t need help. They want sustainability.
  • Leaders have to demonstrate what they want everyone else to do.

Resources

Connect with Shep Hyken

Customer Service Speaker | Shep Hyken Keynote Speaker

Shep Hyken: Customer Service & CX-Expert - YouTube

Mentioned Resources

I'll Be Back Book | Shep Hyken Customer Service Expert

How to Master the Art of Selling: Hopkins, Tom

Moments of Truth by Jan Carlzon