Win the Customer
70 Simple Rules for Sensational Service
Author: Flavio Martins
Pub Date: September 2015
Print Edition: $21.95
Print ISBN: 9780814436240
Page Count: 240
e-Book ISBN: 9780814436257
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“If you have been waiting for a resource that will give everyone in your organization the tools necessary to earn the loyalty and advocacy of your customers, wait no longer. Win the Customer is a practical, approachable tool kit for frontline staff, managers, and senior leaders—inspiring, pragmatic and a must-read for anyone who wants to make a difference in the lives of those they serve.” —Joseph Michelli, New York Times bestselling author of Leading the Starbucks Way, The New Gold Standard, and The Zappos Experience
“Flavio Martins has set the standard for creating a customer-focused culture that will dramatically affect your bottom line. If you’re looking for new ways to effectively win over customers, look no further. Read this book!”—Richie Norton, bestselling author of The Power of Starting Something Stupid
What kind of business do you run? Are you yet another “We apologize, but. . .” operation? Or are you a paragon of customer service excellence that handles your customers with respect, dignity, and generosity?
Distinguishing yourself from the competition means taking your service to the next level: tapping into the secret source of value that comes from truly listening, comprehending, and delivering the physical, emotional, and digital needs of customers today.
Win the Customer shows you how to move beyond price point to deliver customer service experiences that can’t be duplicated. Cutting right to the chase, the book supplies practical, powerful techniques for energizing the way you and your organization interact with the people who drive your business. You’ll discover how to:
Align the business around a customer service mission • Make every employee a customer service agent • Create an environment in which exceptional service experiences can happen • Humanize customer service, virtually and in person • Find a way to say “yes” even when the answer is “no” • Ask fewer questions— and provide more answers • Use words that win customers • Empower employees to find innovative solutions • Learn from your critics • Exploit your customer’s pain points, but never the customer • Allow for random acts of WOW—they’re often the most memorable • And much more
Filled with examples and inspiration, this book shows you how to transform ordinary customers into lifelong fans.
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