Delight Your Customers
7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary
Author: Steve Curtin
Pub Date: June 2013
Print Edition: $17.95
Print ISBN: 9780814432808
Page Count: 208
Format: Paper or Softback
e-Book ISBN: 9780814432822
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Advance Praise for Delight Your Customers
“Delight Your Customers goes right to the soul of what business is all about—a special connection with customers. Curtin reveals compelling principles and crafts poignant stories that can turn the light back on in the spirit of all who serve. A must-read book for anyone seeking a wake-up call to greatness and a powerful path to extraordinary.”
— Chip R. Bell, co-author, Managing Knock Your Socks Off Service
“In Delight Your Customers, Steve Curtin reveals seven simple, concrete, and observable ways that people can apply immediately to provide exceptional customer service. Good stuff!”
— John G. Miller, author of Outstanding! 47 Ways to Make Your Organization Exceptional
“Steve has done an extraordinary job capturing the essence of providing exceptional customer service. He examines the role of leadership, shared values, and purpose that guide staff behavior, offering vivid examples and case studies that are energizing and applicable to any business that competes on service globally.”
— Mark Conklin, General Manager, JW Marriott Hotel Hong Kong
When asked what their work entails, most employees list the duties or tasks associated with their job roles. Very few refer to the true essence of their job, their highest priority at work: to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others. Without this customer focus, all that exists is a transaction—and transactional service does not make a lasting positive impression or inspire loyalty.
Delight Your Customers reveals three truths common to all exceptional customer service experiences and presents seven behaviors that, when demonstrated by employees, distinguish extraordinary customer service from the ordinary transactional customer service to which consumers have become accustomed.
Illustrated with real-world stories and more than 200 examples from a variety of industries, this book is a resource that will help readers everywhere take their customer service from ordinary to extraordinary!
Steve Curtin spent 20 years with Marriott International. He now runs his own customer service consulting firm, Steve Curtin, Customer Enthusiast! He lives in Denver, Colorado. You can reach Steve at www.stevecurtin.com.
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