Focus on the Customer - LIVE!

This is important to every employee of any business; from upper management to front line employees. Customer service is not a department. It is a philosophy that includes every employee of the best companies. Everyone has customers! Some of the areas discussed include the concept of the internal customer, management’s responsibility to model behavior and building better relationships at work. 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.

Internal Customer Service

This is important to every employee of any business; from upper management to front line employees. Customer service is not a department. It is a philosophy that includes every employee of the best companies. Everyone has customers! Some of the areas discussed include the concept of the internal customer, management’s responsibility to model behavior and building better relationships at work. 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.

The Cult of the Customer: Create an Amazing Customer Experience that Turns Satisfied Customers Into Customer Evangelists

This presentation is based on Shep’s Wall Street Journal bestselling book of the same name. This speech will take your audience through the five “cults,” or phases, that all companies must go through to create an experience that turns your satisfied customers into customer evangelists. The audience will be introduced to a concept that leads both customers and employees through five distinct cultural phases – from “uncertainty” to “amazement.” Beyond the concept, Shep shares specific strategies that the audience will be able to implement immediately.

The Cult of the Customer: Create an Amazing Customer Experience

The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Emplo

Shep’s latest New York Times and Wall Street Journal bestselling book has turned into one of his most requested speeches. The Amazement Revolution is the culture that can drive any organization – from one employee to tens of thousands – to focus completely on delivering an amazing customer experience. Shep’s simplistic concept of Customer Amazement is about being better than average, all of the time. The speech builds on some of Shep’s time tested concepts and adds new strategies and techniques.