Here is an idea that just about any organization can do – write a book. But, not just any book. A customer service book, written by your employees, featuring great customer service experiences, for both internal customers and external customers. One of the most popular exercises we share with our clients is something called the […]
Here is an idea that just about any organization can do – write a book. But, not just any book. A customer service book, written by your employees, featuring great customer service experiences, for both internal customers and external customers.
One of the most popular exercises we share with our clients is something called the Moments of Magic Card®. This is where every employee writes on an index card an example of when he or she created a great customer service experience for either an outside customer or an inside customer. Typically, our clients would do this once a week or every other week. However, for the purpose of this exercise, only one example is needed.
So, let’s get started. Provide every employee with a large index card and have them write down an example of when they created a great service experience. This should be the best experience from the past year. And, as mentioned, it can be for either an external or outside customer, someone who pays for our goods and services, or an inside customer, someone inside our organization who at any time is dependent on us to do what they do. And, try to limit the length of the story to about 200 words or so.
Once the stories have been submitted, have someone do some design work and lay out the stories. Include a picture and a short one or two sentence bio on each of the employees. Every submission gets its own page. If you have a larger organization, you can put two or three onto a page.
Once the interior of the book is designed, have the CEO or some other high-ranking member of the organization’s leadership write a forward. For testimonials, you can include some excerpts from customers’ accolade letters – or just ask customers to write a sentence or two to “endorse” the book.
Design the cover. One fun idea is to have a contest for your employees to come up with a cover design. Or, maybe your company has a graphics department or works with an agency that can help you design the cover. A very cost-effective and quick way to get a cover is through the website www.99Designs.com. Or, check out the services offered from Amazon’s CreateSpace program, which include design, editing and more. CreateSpace will also be where you’ll most likely “publish” your book.
Now comes the fun part. Go to Create Space and follow the instructions on how to upload your content and cover to begin the publishing process. In just a short time you’ll be holding on to the first copy of your company’s customer service book. And, once your book is published, you can purchase copies for all of your employees. You can even make the book available to the public.
So, what are you waiting for? Start working on your company’s best-selling book!
NOTE: I’d like to acknowledge Zappos.com, whose culture book was the impetus for this idea. They do a new book every year. It can be purchased directly from Zappos.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
(Copyright © MMXVI, Shep Hyken)
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