REMASTERED: Magic or Misery, with Shep Hyken (Customer Service, Business, Management, Leadership)

Shep Hyken, Chief Amazement Officer of Shepard Presentations,
customer service and experience expert, author, and speaker,
explains the true meaning of being "helpful", why it takes one to
say yes, but two to say no, finding moments of magic, misery, and
mediocrity, and the handy index card trick for your staff.