Meet The Customer Focus Team


Shep Hyken

Chief Amazement Officer

Shep Hyken, CSP, CPAE is the creator of The Customer Focus customer service training programs. In 1983 Shep founded Shepard Presentations and as a speaker, author and consultant has worked with hundreds of clients ranging from Fortune 100 size companies to organizations with less than 25 people.

Shep is the New York Times and Wall Street Journal bestselling author of The Amazement Revolution, The Cult of the Customer, Amaze Every Customer Every Time, The Loyal Customer and Moments of Magic.

More information about Shep Hyken.

Buddy Rice

Buddy Rice

Senior Consultant and Trainer

Buddy Rice started working with Shepard Presentations in 2006. He brings over 30 years of customer service experience to your team. He is both a speaker and master facilitator known for his fast-paced, exciting workshops. Buddy has been recognized for consistently delivering practical, results driven, customer-focused training.

Buddy’s professional career has included over 30 years of airline experience at Delta Air Lines, most recently responsible for The Crown Room Clubs’ worldwide operations, staffing and quality assurance programs. Under his direction, the lounges have been recognized by Business Traveler and Executive Travel magazines respectively as ‘best airport lounges’ in the industry.

More information on Buddy Rice.

Ted Janusz-Bio Photo 2013

Ted Janusz

Master Trainer and Client Ambassador

Ted Janusz is a master facilitator, and coach who has presented over five hundred full-day presentations.  He loves to work with people, and it shows.  His energy, enthusiasm and expertise will ignite, inform and motivate your audience.

Ted is also a runner, having run over 35,000 miles.  That’s one and a half times around the earth!

More information on Ted Janusz.

Tony Ruesing

Tony Ruesing


Tony Ruesing, CSP joined Shepard Presentations in 2001. Tony has presented thousands of training programs in a career that has spanned 20 plus years. He is known for his engaging and highly interactive presentations. Many of Tony’s clients use him for multiple engagements, year after year, proving that the training sessions Tony facilitates deliver results.

Tony is the author of Better Questions, Better Answers and the Like a Pro series. He has been awarded the CSP designation (Certified Speaking Professional) by the National Speakers Association.

Claire Louise Harlan

Director of Details

Claire is responsible for maintaining smooth operations at Shepard Presentations. She is also the “Keeper of the Calendar” and the “Maven of Communications,” handling tasks such as scheduling and editing. Her goal is to create an unforgettable customer experience every time.

Cindy Pass Hyken

Cindy Pass Hyken

Director of Reputation and Special Projects

Cindy is responsible for social media, marketing and PR at Shepard Presentations. In addition, she supports our clients by managing some of the behind-the-scenes details of our larger projects. Like the rest of our team, she is 100% customer focused.

Stephanie Dopplick

Manager of Many Things

Stephanie wears many hats here at Shepard Presentations. She provides support to our online and onsite clients in addition to producing, managing, and editing all of our videos, online radio show and more! Her passion for customer service is evident with each person she works with.