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Delight Your Customers

ebook

Discover the hidden ways to raise your organizations' customer service experiences from ordinary to extraordinary.

If you want to know how strong your company's customer service is, ask your employees to describe what their work entails. Then pay attention to whether they simply list their duties and tasks or if they speak to the true essence of their job—to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others.

The latter should be every employee's highest priority, because when it's not, your customers are merely the recipients of a transaction, not an experience, and transactions do not make for a lasting impression or inspire loyalty. In Delight Your Customers, customer service expert Steve Curtin makes a compelling case that customer service managers need to shift from monitoring service activities to modeling, recognizing, and reinforcing the behaviors that create happy and returning customers. Things such as:

  • Expressing genuine interest
  • Offering sincere compliments
  • Sharing unique knowledge
  • Conveying authentic enthusiasm
  • Providing pleasant surprises
  • Delivering service heroics when needed
  • Simply based on their own personal experiences, everyone knows that great customer service is rare. So why wouldn't you want to provide a unique, caring, and beneficial experience for all your customers to rave about with others? With the real-world stories, examples, and strategies shared in Delight Your Customers, you can take the customer service experience you offer from ordinary to extraordinary.


    Expand title description text
    Publisher: AMACOM Books Edition: 1

    Kindle Book

    • Release date: May 13, 2013

    OverDrive Read

    • ISBN: 9780814432822
    • Release date: May 13, 2013

    EPUB ebook

    • ISBN: 9780814432822
    • File size: 929 KB
    • Release date: May 13, 2013

    PDF ebook

    • ISBN: 9780814432822
    • File size: 1422 KB
    • Release date: May 13, 2013

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    Formats

    Kindle Book
    OverDrive Read
    EPUB ebook
    PDF ebook

    subjects

    Business Nonfiction

    Languages

    English

    Discover the hidden ways to raise your organizations' customer service experiences from ordinary to extraordinary.

    If you want to know how strong your company's customer service is, ask your employees to describe what their work entails. Then pay attention to whether they simply list their duties and tasks or if they speak to the true essence of their job—to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others.

    The latter should be every employee's highest priority, because when it's not, your customers are merely the recipients of a transaction, not an experience, and transactions do not make for a lasting impression or inspire loyalty. In Delight Your Customers, customer service expert Steve Curtin makes a compelling case that customer service managers need to shift from monitoring service activities to modeling, recognizing, and reinforcing the behaviors that create happy and returning customers. Things such as:

  • Expressing genuine interest
  • Offering sincere compliments
  • Sharing unique knowledge
  • Conveying authentic enthusiasm
  • Providing pleasant surprises
  • Delivering service heroics when needed
  • Simply based on their own personal experiences, everyone knows that great customer service is rare. So why wouldn't you want to provide a unique, caring, and beneficial experience for all your customers to rave about with others? With the real-world stories, examples, and strategies shared in Delight Your Customers, you can take the customer service experience you offer from ordinary to extraordinary.


    Expand title description text
    • Details

      Publisher:
      AMACOM Books
      Edition:
      1

      Kindle Book
      Release date: May 13, 2013

      OverDrive Read
      ISBN: 9780814432822
      Release date: May 13, 2013

      EPUB ebook
      ISBN: 9780814432822
      File size: 929 KB
      Release date: May 13, 2013

      PDF ebook
      ISBN: 9780814432822
      File size: 1422 KB
      Release date: May 13, 2013

    • Creators
    • Formats
      Kindle Book
      OverDrive Read
      EPUB ebook
      PDF ebook
    • Languages
      English
    • Reviews
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