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

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9780814432808: Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary

Great customer service is rare. In fact, one survey found that while 80 percent of companies described themselves as delivering "superior" service, consumers estimated the number at a mere 8 percent.

The problem, according to service expert Steve Curtin, is actually quite simple. When asked what their work entails, most employees list the duties and tasks associated with their position. Very few refer to the true essence of their job, which should be their highest priority--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.

In Delight Your Customers, Curtin reveals three elements common to all exceptional service experiences. He also makes a compelling case that attention needs to shift from monitoring service activities to modeling, recognizing, and reinforcing the behaviors that actually create happy customers, such as expressing genuine interest, offering sincere compliments, sharing unique knowledge, conveying authentic enthusiasm, providing pleasant surprises, and delivering service heroics when needed.

Illustrated with real-world stories and examples, this refreshing guide helps readers everywhere take their customer service from ordinary to extraordinary.

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From the Back Cover:

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.

About the Author:

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

"Sobre este título" puede pertenecer a otra edición de este libro.

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Steve Curtin
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Descripción Amacom, United States, 2013. Paperback. Estado de conservación: New. Language: English . Brand New Book. Great customer service is rare. In fact, one survey found that while 80 percent of companies described themselves as delivering superior service, consumers estimated the number at a mere 8 percent. The problem, according to service expert Steve Curtin, is actually quite simple. When asked what their work entails, most employees list the duties and tasks associated with their position. Very few refer to the true essence of their job, which should be their highest priority-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. In Delight Your Customers, Curtin reveals three elements common to all exceptional service experiences. He also makes a compelling case that attention needs to shift from monitoring service activities to modeling, recognizing, and reinforcing the behaviors that actually create happy customers, such as expressing genuine interest, offering sincere compliments, sharing unique knowledge, conveying authentic enthusiasm, providing pleasant surprises, and delivering service heroics when needed. Illustrated with real-world stories and examples, this refreshing guide helps readers everywhere take their customer service from ordinary to extraordinary. Nº de ref. de la librería AAS9780814432808

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Descripción 2013. PAP. Estado de conservación: New. New Book.Shipped from US within 10 to 14 business days. Established seller since 2000. Nº de ref. de la librería IB-9780814432808

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Steve Curtin
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Descripción Amacom, United States, 2013. Paperback. Estado de conservación: New. Language: English . Brand New Book. Great customer service is rare. In fact, one survey found that while 80 percent of companies described themselves as delivering superior service, consumers estimated the number at a mere 8 percent. The problem, according to service expert Steve Curtin, is actually quite simple. When asked what their work entails, most employees list the duties and tasks associated with their position. Very few refer to the true essence of their job, which should be their highest priority-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. In Delight Your Customers, Curtin reveals three elements common to all exceptional service experiences. He also makes a compelling case that attention needs to shift from monitoring service activities to modeling, recognizing, and reinforcing the behaviors that actually create happy customers, such as expressing genuine interest, offering sincere compliments, sharing unique knowledge, conveying authentic enthusiasm, providing pleasant surprises, and delivering service heroics when needed. Illustrated with real-world stories and examples, this refreshing guide helps readers everywhere take their customer service from ordinary to extraordinary. Nº de ref. de la librería AAS9780814432808

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