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.

• The Customer Rules: The 39 Essential Rules for Delivering Sensational Service
• Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results
• Customer Service Training 101: Quick and Easy Techniques That Get Great Results
• The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service
• Hug Your Haters: How to Embrace Complaints and Keep Your Customers
• Be Our Guest: Perfecting the Art of Customer Service (Disney Institute Book, A)
• Extra Mile: 500 Customer Service Tips for Success: Tools to Attract, Satisfy, & Retain Even the Most Difficult Customer
• The Big Book of Customer Service Training Games (Big Book Series)
• The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations
• What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint