Reaching for Excellence: A Customer Service Week Special Event

with Shep Hyken , Roy Atkinson , ,
Tuesday, Oct 07, 2014

HDI proudly supports Customer Service Week by providing engaging, inspiring, and fun-filled activities that technical service and support organizations can use to boost morale, motivation, and teamwork. This week is a time to reward frontline performance, raise company-wide awareness of the importance of customer service, thank other departments for their support, and remind customers of your organization’s commitment to customer satisfaction.

In celebration of Customer Service Week, HDI is hosting a special event webcast series with Shep Hyken, Michael Pace, and Micah Solomon. Check out the details of this interactive event below. Plan to get up, get involved, and say yes to excellence!

Prizes, participation badges, and facilitated chat discussions with industry experts, solutions providers, and HDI members will round out the live experience. Earn points as you participate—more points means more chances to win a free HDI 2015 Conference & Expo registration! (Note: Make sure everyone on your team registers individually so they can each qualify for a chance to win prizes and participate in the chat discussions.) We’ve even assembled extra ideas and resources to help you round out your Customer Service Week activities, including special giveaways that will enhance the webcast experience for you and your team!

Join us for the live event on Tuesday, or enjoy the webcasts on-demand later on—there are plenty of ways to plan a schedule that meets your team’s needs!


Customer Service Is a Philosophy

Bestselling author and top speaker Shep Hyken will explain why customer service isn’t a department, but rather a philosophy: it's a way of doing things that should permeate your organization. Being proactive and engaging your customers can have significant benefits. Shep will join Roy Atkinson, recognized many times for his contributions to customer service on social media, for a discussion on attitude, listening, problem solving, and customer engagement as parts of the road map to being a great customer service organization.

Getting Started, Getting Good, Being Great: Social and Digital Customer Service

In this presentation, Michael Pace, of The Pace of Service and the Northeast Contact Center Forum (NECCF), will talk about investing time and effort in social (media) aspects of customer service, lay out five steps for developing superior social customer service, and discuss objectives and metrics to keep moving forward. 

High-Tech, High-Touch Customer Service

In this presentation, based on Micah Solomon's latest bestseller, learn how to build customers for life in this age of social media, self-service, global competition, and endless distractions. Micah will share best practices and culture-building insights from Apple, Google, The Ritz-Carlton, Zappos, USAA Insurance, The Four Seasons, and more.


12:30 - 1:00 p.m. | Orientation, facilitated chats, networking, and resource center browsing

1:00 - 2:00 p.m. | "Customer Service Is a Philosophy," with Shep Hyken

2:00 – 2:15 p.m. | Intermission: Chat with community leaders

2:15 – 3:15 p.m. | "Getting Started, Getting Good, Being Great: Social and Digital Customer Service," with Michael Pace

3:15 - 3:30 p.m. | Intermission: Chat with community leaders

3:30 - 4:30 p.m. | "High-Tech, High-Touch Customer Service," with Micah Solomon

4:30 – 4:45 p.m. | Intermission: Chat with community leaders

4:45 p.m. | Prize-winners announced

All times EDT

View the Webcast Recordings

Getting Started, Getting Good, Being Great
High-Tech, High-Touch Customer Service
Customer Service Is a Philosophy

About Our Speaker(s)

Shep Hyken
Chief Amazement Officer

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations, LLC. He is a New York Times and Wall Street Journal bestselling author, and he was inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep founded Shepard Presentations in 1983, and since then he's worked with hundreds of clients, ranging from Fortune 100-size organizations to companies with fewer than fifty employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express—and that’s just a few of the A's!

Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, and Amaze Every Customer Every Time. He is also the creator of The Customer Focus, a customer service training program that helps clients develop a customer service culture and loyalty mindset. Follow Shep on Twitter @Hyken.

Roy Atkinson
Group Principal Analyst
Roy Atkinson serves as CEO and Principal Advisor for Clifton Butterfield, LLC, a business advisory practice, and is one of the top influencers in the service and support industry. He is a Fellow of the Institute for Digital Transformation and a member of the HDI Strategic Advisory Board. Roy received the HDI Lifetime Achievement Award in 2019. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business. Follow him on Twitter @RoyAtkinson

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