18-Year-Old Advises Executives on Providing an Excellent Customer Service

Customer service tips from the bottom of the fast food industry to the top.

Many CEOs and executive don’t interact personally with their customers and because of that they don’t truly know how to provide an excellent customer service, at least that’s what an 18-year-old American college student says.

Sherron A. Stevens currently works at the bottom in the fast food industry, but his daily interactions with the customers has made him a self-proclaimed expert on customer service.

"Most CEOs and corporate executives never deal directly with the customers," Stevens said. "So how can they know how to properly train their employees?"

He has turned his experiences into a guide for employees, managers, executives and CEOs, called "Undercover Customer: 100 Ways To Fix Your Broken Customer Service", with the aim to help them implement an excellent customer service.

In his book, Stevens lists the following reasons why he says customer service is critical to any business:

  • 68 per cent of customers say they won't return to a place of business if they have experienced bad customer service;
  • 7 in 10 Americans say that they are willing to spend more money with companies that they believe provide excellent customer service;
  • it takes 12 positive experiences to make up for one unresolved negative customer experience; and
  • it is 6-7 times more expensive to acquire a new customer than it is to keep a current one.

Stevens did not only turn to authoring the guide to share his knowledge with peers and executives, he has big ambitions for the future as well.

"I wrote 'Undercover Customer' because I wanted to share my expertise on customer service with other associates, managers and corporate executives around the world. But also I want to establish myself as a future leader in the customer service industry," Stevens continued.

"Right now, I’m in college and I’m still working at the bottom level. But I’m very passionate about customer service, and I would love the opportunity to work in customer service at a higher managerial level and even one day start my own customer service training and evaluation company."