Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary

If you want to know how strong your company's customer service is, ask your employees to describe what their work entails. Then pay attention to whether they simply list their duties and tasks or if they speak to the true essence of their job--to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others. The latter should be every employee's highest priority, because when it's not, your customers are merely the recipients of a transaction, not an experience, and transactions do not make for a lasting impression or inspire loyalty.In Delight Your Customers, customer service expert Steve Curtin makes a compelling case that customer service managers need to shift from monitoring service activities to modeling, recognizing, and reinforcing the behaviors that actually create happy and returning customers. Things such as: - Expressing genuine interest- Offering sincere compliments- Sharing unique knowledge- Conveying authentic enthusiasm- Providing pleasant surprises- Delivering service heroics when neededSimply based on their own personal experiences, everyone knows that great customer service is rare. So why wouldn't you want to provide a unique, caring, and beneficial experience for all your customers to rave about with others? With the real-world stories, examples, and strategies shared in this invaluable guide, you can take the customer service experience you offer from ordinary to extraordinary.

Author: Steve Curtin
Publisher: Amacom
Published: 06/11/2013
Pages: 208
Binding Type: Paperback
Weight: 0.50lbs
Size: 8.90h x 6.00w x 0.70d
ISBN13: 9780814432808
ISBN10: 0814432808
BISAC Categories:
- Business & Economics | Customer Relations
- Business & Economics | Sales & Selling | General
- Business & Economics | Consumer Behavior | General

About the Author
STEVE CURTIN spent 20 years with Marriott International. He now runs his own customer service consulting firm, Steve Curtin, Customer Enthusiast!

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