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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   
  1. How can effective crisis management contribute to a company’s success and customer experience? 
  2. How can leaders effectively prepare for and navigate crises in their organizations? 
  3. What lessons can leaders learn from military training to enhance their organization’s readiness for challenging times? 
  4. How can leaders effectively build trust within their organizations? 
  5. What role do empathy and humanity play in customer service and crisis management?

Top Takeaways


“Crisis either fractures or forges a leader. An organization can see how to go forward post-crisis by how the leader handled the situation during the crisis.”  “Train your people to the level that makes them successful. There is a level of comfort knowing that you have the foundation of strong training to rely on in a crisis.”  “Be operationally and strategically focused. Understand the culture and where your organization is going so that you can make decisions even when the CEO or leaders are not around.”  “Don’t run into a fire with gasoline. A leader must be the cool head in the room.”  “In a crisis, a leader knows how to bring harmony to chaos.” 


Chief Master Sergeant Brian P. Kruzelnick, a.k.a. Chief BK, is the Command Senior Enlisted Leader for the U.S. Transportation Command. He is a military leader with over 30 years of experience in crisis management and disaster relief.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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