Mastermind.fm

Mark Zahra takes over for the first episode of 2018 to discuss a topic he has grown passionate for; customer service. Having been involved in support for the WP RSS Aggregator plugin for around 3 years, growing from a support engineer to head of support, and now being part of the team preparing the EDD Bookings plugin for its re-launch, Mark strives to improve the customer service their team provides. As part of his research, he came across a Facebook live video hosted by HelpScout CEO Nick Francis, in which Nick interviews Customer Service expert Shep Hyken. After getting in touch with the two, Mark reached out to Shep who agreed to be a part of this Mastermind.FM episode. Shep gives us a brief overview of his background and what led him to becoming a customer service and experience expert, a New York Times and Wall Street Journal best-selling author, as well as being inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Mark goes on to ask Shep