WOW Moments: Fifty Thank-Yous And Ten Curses: A Customer Service Story - Paperback

by Jeff Shapiro (Author)

Amazon.com. Starbucks. Your cable or cell phone provider.

Some organizations "wow" their customers and some don't.

What does it even mean to "wow" a customer?

How would your customers describe their most recent interaction with you? What are the characteristics of a "wow" moment, and how can you and your organization continuously improve to provide more of them?

Join business owner Allen and management consultant Jeff as they take a customer service journey to answer these questions and more. Told in story form, this book is meant to be used in conjunction with the tools and exercises provided in the appendix as well as additional material found at www.pythonefk.com. Read WOW Moments: Fifty Thank-Yous And Ten Curses on your own or as a team, and use it to assist in your efforts to "wow" more customers more often. Keep them coming back for more while also referring others to your organization.

Author Biography

Jeff Shapiro is the President of management consulting firm Python EFK, Inc., a provider of Six Sigma, lean, and new product development training and support. The firm also provides project management, employee development, and sourcing solutions.

Shapiro has over twenty years of engineering and management experience in the automotive, consumer product, and medical device industries and has coached and consulted with a wide variety of businesses and business owners. When not assisting small businesses, Shapiro supports some of the largest automotive suppliers in the world.

Jeff's domestic experience is augmented by international assignments in Japan and Mexico. He earned a BSE in Electrical Engineering from the University of Michigan-Ann Arbor and an MBA from the University of Chicago.

Originally from Rochester, New York, he now lives in San Antonio, Texas.

Regarding WOW Moments: Fifty Thank-Yous And Ten Curses

Jeff has had over 250,000 customer service experiences in eighteen countries during his lifetime. He's always in search of his next "wow" moment, and decided to write this book since he is too often confronted by experiences that come up short. When not circling a fast food outlet that failed to include both ketchup and a straw with his order on the first attempt, he can often be found wandering up and down the aisles of a big box hardware store looking for any signs of a blue or orange apron-clad associate who can help him.