For years I have been an enthusiastic reader of business books. During my career as a hotel training director in New York City, on occasion I’d uncover a book that I wanted to share with a broader audience at the hotel. The simple solution was to just order everyone a book. But then there’s the challenge of having everyone read the book, discuss its contents, and apply its lessons in their real world of work. One option was to buy an off-the-shelf training program based on the book to provide a framework for classroom training, but these were seldom available. Another option was to develop a class from scratch, based on the book, to cascade the lessons throughout the hotel.
Have you ever designed classroom instruction based on a book that resonated with you? How did it go? How much time did you spend on the project? What was the cost (including the value of your time)? How was the training received? Were the learning activities novel and engaging? Were adult learning principles honored? In retrospect, how beneficial would it have been to have an affordable turnkey training product available, complete with learning activities, designed with adult learners in mind?
If Delight Your Customers has renewed your commitment to exceptional customer service, then the Delight Your Customers Companion Guide provides an effective road map to embed the book’s key learnings into the culture of your organization.
Many of my clients, having embraced the core truths and behaviors outlined in the book, have asked for a way to cascade these lessons to divisions, teams, and workgroups. To address this need, I collaborated with former colleague and service training expert Brian O’Neill to create the new Delight Your Customers Companion Guide containing a variety of active learning agendas that organizations can select and customize for maximum impact.
When your organization is ready to delight its customers, the Delight Your Customers Companion Guide provides ten customizable, actionable, and experiential learning sessions to help reignite and sustain your company’s commitment to extraordinary customer service. And it’s available right now; no instructional design time, expense, or expertise required!
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.
New! Cascade the lessons from Delight Your Customers throughout your department, division, or entire organization. Order the Delight Your Customers Companion Guide by Steve Curtin and Brian O’Neill.
Watch the 90-second book trailer.