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.
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