Steve’s New Book!
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 has 20 years of experience between hotel operations, sales and marketing, training and development, and customer service roles working for Marriott International, one of the premiere customer-focused companies in the world.
Since 1992, Steve has delivered interactive and engaging presentations on three continents, in six countries, and 26 states. Steve has delivered over 600 presentations to more than 20,000 people.