Having presented hundreds of customer service seminars to thousands of people over the years, I have identified three common questions that I tend to receive from audience members. These questions, and others, have been answered in my new book, Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary:
The first question that many people ask is, “Why is customer service so predictably poor?” And they ask it as though it’s a rhetorical question, asked merely for effect with no answer expected. But in this book, I answer the question. And knowing the answer is the key to shaping a work environment that fosters superior customer service by design rather than by chance. (If you have customers, the answer to this question alone is worth your investment in the book.)
The second question I tend to receive (usually toward the end of the seminar) is, “Where do we start?” In this book, I share the single first action that you can take with your existing staff to begin improving customer service quality immediately.
The third question (given that the vast majority of customer service improvement campaigns wane in the days and weeks following the corporate-sponsored roll-out) is, “How can I make this stick, so that it’s not viewed as just another ‘flavor of the month’ campaign?” The final chapter of the book illustrates how readers can embed exceptional customer service in their operations so that it occurs reliably, over time, by design, rather than inconsistently, here and there, by chance.
Having the answers to these questions separates the rare extraordinary service providers from the masses who are content to go through the motions at work, unaware that they’re settling for less than they (and their customers) deserve.
Don’t settle for ordinary. Choose extraordinary. (It’s always a choice.) Order Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary by Steve Curtin or purchase from select retailers, including Barnes & Noble.
Watch the 90-second book trailer.
