Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a professional speaker and author, Shep helps companies develop loyal relationships with their customers and employees. For more information on Shep’s speaking programs and books, please contact (314) 692-2200. Email: firstname.lastname@example.org Web: www.hyken.com. For information on customer service training, go to www.TheCustomerFocus.com.