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 variety 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!
About the Author
STEVE CURTIN was rated #4 by Global Guru on its 2015 listing of the Top 30 experts in the world on the topic of customer service. After a 20-year career with Marriott International, Steve now devotes his time to speaking, consulting, and writing on the topic of extraordinary customer service. He lives in Denver with his wife, four children, and a Goldendoodle named Nugget.
Paperback: 196 pages
Publisher: AMACOM Books; First edition (June 13, 2013)