Every Moment of Truth, even if it is a Moment of Misery, is an opportunity to create a Moment of Magic ― Shep Hyken
Am I the only one? The only one that feels like we’re living in a world of no? Over the last couple of years, there seems to have been a shift. A shift from a world where customer service was all about satisfying the customer to a world that revels in saying no. No…you can’t have that. No…we don’t have room. No…you aren’t welcome. No. No. No.
Shep Hyken has long been known as a voice for customer service. He has written multiple books including Amaze Every Customer Every Time, The Cult of the Customer, and I’ll Be Back. This entry into the customer service world reminds all of us that we have two options: we can choose to be amazing or we should choose to go home. At this point…after all that has happened in 2020 and 2021, it is time to get back to a world where customer service is about saying yes…Finding the yes. It isn’t always simple or easy. The yes may not be what the customer was looking for – it may not even be what we wanted to offer…but we can look for the yes that we can offer. Shep Hyken’s book, Be Amazing or Go home, offers all of us several habits that can make for amazing customer experiences. Now, maybe more than ever before, customers need these types of experiences. All of us that work in any type of customer service role need to remember that we all need these small moments of amazement.
Every Moment of Truth, even if it is a Moment of Misery, is an opportunity to create a Moment of Magic ― Shep Hyken