Shep Hyken explains how companies need to be seeking ways to ensure convenience is at the forefront of their service offering. While having a polite and knowledgeable team is still key, seeking ways, through people, or technology, to remove headaches and extra steps for customers is what it is all about.
No one ever said they were pumped to stand in line, wait on hold, or call back from the 3rd time for the same issue. Often, service provided once we get to an individual is not terrible; however, much of our time has been wasted.
Throughout this book, Shep explains his 6 Principles of the Convenience Revolution. Want to save some time and learn more (was that a “heck ya”?)? Then check out our interview with Shep to learn more.
Shep Hyken is a customer service/CX expert, keynote speaker and NYT bestselling author.
Learn about his latest book The Convenience Revolution at www.BeConvenient.com.[/vc_column_text][/vc_column][/vc_row]