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Home – Shepard Virtual Training 2018-08-30T16:10:44+00:00
The Customer Focus™

Implement Shep’s trademark business philosophy to create and sustain a corporate culture that values relationship-building with both external and internal customers.

Amaze Every Customer Every Time

From Shep’s best-selling book, Amaze Every Customer Every Time, apply 52 weekly best practices tools for an entire year of customer service coaching that will consistently deliver amazing “Moments of Magic®.”

5 Ways to Create an Amazing Customer Experience

In this short, 20-minute course, Shep explains five simple ways you can start creating the customer service culture you desire.

6 Steps to Creating a Customer-Focused Culture

In this short, 50-minute course designed for leadership, Shep lays out six definitive steps you can take as a leader in your organization to create the customer service culture you envision.

Managing Angry Customers and Handling Customer Complaints

Shep provides various tips and tactics to help diffuse challenging situations with customers in this one-hour course.

First, thank you for your interest in Shepard VT. Whether you are looking to learn new skills to help you develop a customer service mindset, or you are already a master at creating customer amazement, you will learn and be reminded of powerful customer service concepts and strategies that will help take you from ordinary to extraordinary – and from average to amazing.

I’ve always believed that much of customer service is common sense – that, unfortunately, is not always so common. These programs do not teach complicated systems to help drive the customer service experience. On the contrary, they provide a simple approach that focuses on the basics. Yet, these basics are powerful and must be mastered by everyone in a customer focused organization.

As you make your way through the various programs, you will find ideas, tips, and very specific strategies that will take your customer service to the next level. Even if you do not actually deal with external customers, you will quickly understand that you have internal customers – people you work with inside of your organization who depend on you to get their job done.

We recognize that there are many different responsibilities our learners engage in, yet we have created content that is applicable to everyone – and that means you, regardless of your position and responsibility in your company. It doesn’t matter if you are on the front line, behind the scenes, the most recently hired employee or the CEO of the company, these training programs are for you.

So let’s not wait any longer. It’s time to be … AMAZING!!

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Shep Hyken, CSP, CPAE
Chief Amazement Officer
Shepard Presentations, LLC

“Customer service isn’t a department; it’s a philosophy”

What is happening on the inside of your organization is felt on the outside by your customers. The importance of a corporate culture that fulfills and excites its employees cannot be underestimated. Some of the best organizations know one of the keys is incorporating a strong customer service philosophy embraced by every single person.

  • Build loyal relationships with customers and employees
  • Raise the bar on customer service and marketing strategies
  • Deliver tangible results through saved business and referrals
  • Recognize the value of providing excellent service to both external and internal customers

See how Shepard VT builds the optimal customer service culture in your organization. View the course outlines to see which one is right for your organization or experience a short sample of the corporate training program.

VIEW COURSE OUTLINES

Take a Tour of Shepard Virtual Training

 

Shepard VT is a web-based training solution focused on bringing you and your organization corporate training in a format that is fresh, innovative and effective. Accessible anytime and from anywhere, state-of-the-art accountability features allow organizations to track, measure and monitor employee progress throughout the program.

The Story of Frank the Cab Driver

Shep Hyken tells a story about a taxi-cab driver – one of the most entertaining and best examples of customer service on the planet.

How to Say No

We may not want to, but sometimes we just have to say “No” to customers – and that’s not always so bad.

3 Customer Service Strategies

Learn three common sense customer service strategies and tactics you can implement immediately to exceed customer expectations.

Meet the Shepard Presentations Team

Shep Hyken ⋅ Chief Amazement Officer

Shep Hyken, CSP, CPAE is the creator of The Customer Focus™ customer service training programs. He is a customer service expert as well as a New York Times and Wall Street Journal bestselling business author. Shep has also been inducted into the National Speakers Association’s Council of Peers Award for Excellence Speaker Hall of Fame for lifetime achievement in the professional speaking industry.

In 1983, Shep founded Shepard Presentations, and as a speaker, author and consultant, has worked with hundreds of clients ranging from Fortune 100 companies to organizations with less than 25 people.

Buddy Rice ⋅ Senior Consultant and Trainer

Buddy Rice started working with Shepard Presentations in 2006. He is a speaker, consultant and master facilitator known for his fast-paced, exciting workshops. Buddy has been recognized for consistently delivering practical, results-driven, customer-focused training.

Buddy’s professional career has focused on customer service with more than 30 years of airline experience at Delta Air Lines, where he was responsible for its Crown Room Clubs’ worldwide operations, staffing and quality assurance programs. Under his direction, the clubs have been recognized by Business Traveler and Executive Travel magazines respectively as ‘best airport lounges’ in the industry.

Tony Ruesing ⋅ Trainer

Tony Ruesing, CSP joined Shepard Presentations in 2001. Tony has presented thousands of training programs in a career that has spanned over 20 years. He is known for his engaging and highly interactive presentations. Tony appears for multiple engagements year after year, proving that the training sessions he facilitates deliver results.

Tony is the author of Better Questions, Better Answers and the Like a Pro, Personal and Career Essentials series. He has been awarded the Certified Speaking Professional (CSP) designation by the National Speakers Association.

Ted Janusz ⋅ Trainer

Ted Janusz is a master facilitator, and coach who has presented over five hundred full-day presentations. He loves to work with people, and it shows. His energy, enthusiasm and expertise will ignite, inform and motivate your audience.

Ted is also a runner, having run over 35,000 miles. That’s one and a half times around the earth!

Shannon Russell ⋅ Entrepreneurial Assistant

Shannon is the newest member of our team. As the Entrepreneurial Assistant, Shannon lives and breathes customer service. When you work with Shepard Presentations and The Customer Focus training program, you get to work with Shannon. He manages the details and works with you every step of the way. His goal is to simply be … Amazing!

Cindy Pass Hyken ⋅ Director of Reputation and Special Projects

Cindy Pass Hyken is responsible for social media, marketing and public relations at Shepard Presentations. In addition, she supports clients by managing behind-the-scenes details of larger projects. Like the rest of our team, she is 100% customer focused.

Stephanie Dopplick ⋅ Manager of Many Things

Stephanie wears many hats at Shepard Presentations. She provides support to our online and onsite clients in addition to producing, managing, and editing all of our videos, online radio show and much more! Her passion for customer service is evident with each person she works with.

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PRICING

The Customer Focus™ virtual training program

This program consists of four courses with a total of 23 chapters. The training starts with an introduction to amazement, including my famous cab story, and then moves to ways to create an amazing customer experience by seizing the moment, transforming the moment and improving the moment.

$199/yr

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Amaze Every Customer Every Time

Based on Shep’s bestselling book, Amaze Every Customer Every Time. This training includes the 52 best practices, tactics and strategies about how to deliver the most amazing customer service. These 52 tools are categorized into five elements: leadership, culture, one-on-one interaction, a desire to create and sustain a competitive edge, and a willingness to contribute to the community.

$199/yr

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Five Ways to Create an Amazing Customer Service Experience

Kick off your customer service training initiative with this short, 20-minute course that will introduce your team to Shep Hyken and his philosophy on customer service. Shep explains five simple ways you can start creating the customer service culture you desire.

$49/yr

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The Package – Get Customer Focused, Be Amazing, and Create an Amazing Customer Service Experience

Take both The Customer Focus™ and Amaze Every Customer Every time to receive a 50% discount on the second training; plus we’ll give you 5 Ways to Create an Amazing Customer Service Experience at no additional charge!

$299/yr

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Six Steps to Creating a Customer-Focused Culture

This short (40-50 minute) program is designed for leadership/management. Customer service starts from the top down. If you want your employees to deliver amazing customer service, you must treat them the way you want them to treat your customers – maybe even better! This course will give you six definitive steps you can take as a leader in your organization, to create the customer service culture you envision.

$99/yr

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Managing Angry Customers and Handling Customer Complaints

We all have to deal with a difficult customer at some point. This course will give you more confidence about handling difficult and delicate customer situations. The course provides various tips and tactics that will help diffuse challenging situations with customers.

$199/yr

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Corporate License

Offering substantial discounts for corporate licenses, this option is an economical way to bring customer service training to potentially everyone in an organization that will create a stronger customer service culture, building both loyal relationships with customers and a better environment for employees. Pricing is based on the number of participants and locations.

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FREQUENTLY ASKED QUESTIONS

“Show our customers they are important to us.

A strong message about the importance of customer service and the impact we can have on our business if we show our customers that they are important to us.”

AETNA

“Moments of Magic theme is a great benefit.

The ‘Moments of Magic’ theme really hits home in today’s business world. We need to make every moment a moment of magic. This is not just a great benefit for our customers, but also for ourselves.”

AMERICAN EXPRESS

“Message of excellence, superior service and enthusiasm clearly understood…

You’ve presented to a wide variety of groups with the same successful results.”

CFI FREIGHTERS, INC.

“Truly positions Customer Support as a differentiator in our markets.

The Customer Focus sessions armed you with perspectives from the customer, strategies for creating a moment of magic and the importance of customer experience.”

ELSEVIER

“You don’t just meet the standards, you help define them.

We have two standards by which we evaluate things: ‘Is it good enough for our people?’ and ‘Is it good enough for our clients?'”

MARITZ PERFORMANCE IMPROVEMENT TRAINING

“Our future success lies in continuous improvement…

in our pursuit of providing internal and external customer satisfaction. Communicated the message we wanted to get across.”

SHELL OIL

CORPORATE HQ

Shepard Presentations, LLC
200 South Hanley Road, Suite 509
St. Louis, MO 63105

Phone: 314-692-2200
Sales: info@TheCustomerFocus.com
Support: support@TheCustomerFocus.com

SUPPORT

Want to know more about Shepard VT? Or maybe you just need a little support. Our hours are M-F 8am-5pm (CST). If you contact us on a weekend or holiday, please leave a message and we promise someone will get back to you on the next business day.

Phone: 314-692-2200
Sales: info@TheCustomerFocus.com
Support: support@TheCustomerFocus.com

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Shepard VT Training Program Directory

The Customer FocusTM Training Program Outline

  • Course 1 – An Introduction to Creating Customer Amazement
  • Course 2 – Seizing the Moment
  • Course 3 – Transforming the Moment

How to Manage Angry Customers and Customer Complaints Training Program Outline

  • Chapter 1: Introduction
  • Chapter 2: Who is Your Customer?
  • Chapter 3: Moments of Truth, Misery, Mediocrity and Magic
  • Chapter 4: Why it is Important to Deal with Customer Complaints
  • Chapter 5: The Five Step Process to Handling Customer Complaints
  • Chapter 6: How to Deal with Angry Customers / 24 Tactics (Part 1)
  • Chapter 7: How to Deal with Angry Customers / 24 Tactics (Part 2)
  • Chapter 8: What to Say and Not Say to an Angry Customer
  • Chapter 9: The Power of Listening
  • Chapter 10: Conclusion

Five Ways to Create an Amazing Customer Service Experience Training Program Outline

  • Chapter 1: Introduction
  • Chapter 2: It’s Not the Product. It’s the Experience
  • Chapter 3: Who is Your Customer
  • Chapter 4: Amazing Customer Service
  • Chapter 5: Customer Service Leadership: Act Like an Owner
  • Chapter 6: Create Confidence
  • Chapter 7: Conclusion
Six Steps to Creating a Customer-Focused Culture Training Program Outline

  • Chapter 1: Introduction
  • Chapter 2: The Proof
  • Chapter 3: Step 1 – Define it
  • Chapter 4: Step 2 – Disseminate It
  • Chapter 5: Step 3 – Deploy it
  • Chapter 6: Step 4 – Demonstrate it
  • Chapter 7: Step 5 – Defend it
  • Chapter 8: Step 6 – Delight in it!
  • Chapter 9: Final Thoughts

Amaze Every Customer Every Time Training Program Outline

  • Course 1: Amazement 101
  • Course 2: Leadership
  • Course 3: Culture
  • Course 4: One-On-One
  • Course 5: The Competitive Edge
  • Course 6: Community
  • Course 7: Create a Demanding Customer

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The Customer FocusTM Training Program Outline

Course 1 – An Introduction to Creating Customer Amazement

  • Chapter 1 – Introduction: The definition of customer amazement: Better than average, all of the time.
  • Chapter 2 – Creating an Amazing Customer Experience: A world class example of customer service with a lesson from 
a taxi-cab driver.

Course 2 – Seizing the Moment

  • Chapter 1 – The Five Levels of Service: Where do you and your organization rank in the Five Levels of Customer Service, ranging from Unacceptable to Trademark?
  • Chapter 2 – The Internal Customer: Focusing on internal customers is just as important as the external customer.
  • Chapter 3 – Moments of Truth: Any “touch point” or interaction you have with your customer is an opportunity for 
them to form an impression.
  • Chapter 4 – Moments of Magic®: Any positive Moment of Truth is a Moment of Magic®
  • Chapter 5 – Customer Service is Not a Department. It’s a philosophy: Customer service is everyone’s responsibility, 
regardless of job title and responsibility. This chapter concludes with three simple customer service strategies that you will implement immediately.
Course 3 – Transforming the Moment

  • Chapter 1 – From Misery to Magic: Complaints are opportunities to show how good you are.
  • Chapter 2 – Problem Solving: Resolving complaints and solving problems.
  • Chapter 3 – Problem Prevention: Proactive complaint resolution.
  • Chapter 4 – The Complaint, the Problem and the Conflict: The perception of a complaint or problem belongs to the 
customer.
  • Chapter 5 – Solving Their Problems: Solving the problem isn’t good enough. You must also restore confidence.
  • Chapter 6 – How to Say “NO”: Even though our customers hate to be told “no,” sometimes it is necessary.
  • Chapter 7 – Recovering From a Moment of MiseryTM: Eight steps to help recover from a Moment of MiseryTM plus 
three additional customer service strategies that you will implement immediately. 
Course Four: Improving the Moment.
  • Chapter 1 – Focus on the Phone: Introduction to using the phone with strategies that also work with in-person, face- to-face interactions.
  • Chapter 2 – The Seven Principles: Seven basic phone strategies that focus on the customer.
  • Chapter 3 – Handling the Angry Caller: Simple solutions for dealing with an angry customer.
  • Chapter 4 – Looking at Complaints from Both Sides: Complaints are opportunities to show how good you are. 
Embrace them.
  • Chapter 5 – A Complaint Management Strategy: Defuse the anger or confrontation and resolve the complaint.
  • Chapter 6 – Moments of Innovation: A process to create an ever-improving organization.
  • Chapter 7 – Three More Customer Service Strategies: plus even More Moments of Magic.
  • Chapter 8 – Final Thoughts – Final comments about creating Customer Amazement.
  • Chapter 9 – Conclusion: The final three instantly implementable customer service strategies. And your final quiz!

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How to Manage Angry Customers and Customer Complaints Training Program Outline

Chapter 1: Introduction
Chapter 2: Who is Your Customer?
Chapter 3: Moments of Truth, Misery, Mediocrity and Magic
Chapter 4: Why it is Important to Deal with Customer Complaints
Chapter 5: The Five Step Process to Handling Customer Complaints
Chapter 6: How to Deal with Angry Customers / 24 Tactics (Part 1)
Chapter 7: How to Deal with Angry Customers / 24 Tactics (Part 2)
Chapter 8: What to Say and Not Say to an Angry Customer
Chapter 9: The Power of Listening
Chapter 10: Conclusion

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Five Ways to Create an Amazing Customer Service Experience Training Program Outline

Chapter 1: Introduction
Chapter 2: It’s Not the Product. It’s the Experience
Chapter 3: Who is Your Customer
Chapter 4: Amazing Customer Service
Chapter 5: Customer Service Leadership: Act Like an Owner
Chapter 6: Create Confidence
Chapter 7: Conclusion

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Six Steps to Creating a Customer-Focused Culture Training Program Outline

Chapter 1: Introduction
Chapter 2: The Proof
Chapter 3: Step 1 – Define it
Chapter 4: Step 2 – Disseminate It
Chapter 5: Step 3 – Deploy it
Chapter 6: Step 4 – Demonstrate it
Chapter 7: Step 5 – Defend it
Chapter 8: Step 6 – Delight in it!
Chapter 9: Final Thoughts

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Amaze Every Customer Every Time Training
Program Outline

Course 1: Amazement 101

  • Chapter 1 & 2 -Introduction and Case for ACE
  • Chapter 3 -The 7 Amazement Principles
  • Chapter 4 – The Five Areas of Amazement

Course 2: Leadership


  • Tool #1 – Act Like You Own the Place & Drill
  • Tool #2 – Trust & Drill
  • Tool #3 – Debrief on Both Misery and Magic & Drill
  • Tool #4 – Befriend the Competition & Drill
  • Tool #5 – Adapt or Die & Drill
  • Tool #6 – Know the Value of Your Customers & Drill
  • Tool #7 – Know What Drives Your Success & Drill
  • Tool #8 – You Can’t Be Good at Everything & Drill
  • Tool #9 – Play to Your Strengths & Drill

Course 3: Culture


  • Tool #10 – To Be the Best Place to Buy, Be the Best Place to Work & Drill
  • Tool #11 – Don’t Take the Easy Way Out & Drill
  • Tool #12 – The Awesome Responsibility & Drill
  • Tool #13 – Defend the Culture & Drill
  • Tool #14 – Shift Your Vocabulary & Drill
  • Tool #15 – Adopt a Customer-First Mindset & Drill
  • Tool #16 – Celebrate Uniqueness & Drill
  • Tool #17 – Great Ideas Come From Everyone & Drill
  • Tool #18 – Consistency & Drill
  • Tool #19 – Tell the Story & Drill
  • Tool #20 – Be a Committed Learner & Drill
  • Tool #21 – Mentoring & Drill
  • Tool #22 – Starting Over & Drill

Course 4: One-On-One

  • Tool #23 – It’s Showtime! & Drill
  • Tool #24 – Treat Customers the Way They Want to Be Treated & Drill
  • Tool #25 – Focus on the Customer, Not the Money & Drill
  • Tool #26 – Manage the First Impression & Drill
  • Tool #27 – Engage! & Drill
  • Tool #28 -Ask the Extra Question & Drill
  • Tool #29 – One to Say Yes, Two to Say No & Drill
  • Tool #30 – Cross-Sell and Up-Sell! & Drill
  • Tool #31 – Last Impressions & Drill
  • Tool #32 – Be Accountable & Drill
  • Tool #33 – The Customer is Not Always Right & Drill
  • Tool #34 – Bounce Back & Drill
  • Tool #35 – Master the Art of Recovery & Drill
  • Tool #36 – Manage the Wait & Drill
  • Tool #37 – Avoid Loyalty Killers & Drill
  • Tool #38 – Seize the Moment! & Drill
Course 5: The Competitive Edge

  • Tool #39 – Own Your Mile & Drill
  • Tool #40 – Satisfaction is a Rating, Loyalty is an Emotion & Drill
  • Tool #41 – Be Easy to Do Business With & Drill
  • Tool #42 – Get Firsthand Experience & Drill
  • Tool #43 – Show Your Gratitude & Drill
  • Tool #44 – Don’t Leave Loyalty to Chance & Drill
  • Tool #45 – Do What is Not Expected & Drill
  • Tool #46 – Deliver Amazing Follow-Up & Drill
  • Tool #47 – Stay in Touch & Drill
  • Tool #48 – Get Proactive & Drill

Course 6: Community


  • Tool #49 – The Law of Reciprocity & Drill
  • Tool #50 -Do Local Well & Drill
  • Tool #51 – Loyalty Goes Both Ways & Drill
  • Tool #52 – Be Part of Something Bigger than Yourself & Drill

Course 7: Create a Demanding Customer

  • Create a Demanding Customer
  • Final Words

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The Customer Focus™ Virtual Training Program Amaze Every Customer Every Time The Package – Get Customer Focused and Be Amazing Five Ways to Create an Amazing Customer Service Experience Six Steps to Creating a Customer-Focused Culture Corporate License
The Introduction      
Seizing the Moment    
Transforming the Moment    
Improving the Moment    
Amazement 101    
Leadership    
Culture    
One-on-One    
The Competitive Edge    
Community    
Create a Demanding Customer    
All 52 Amazement Tools    
It’s Not the Product, It’s the Experience  
Who is Your Customer  
Amazing Customer Service  
Customer Service Leadership: Act Like an Owner  
Create Confidence  
Conclusion  

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