Delight Your Customers - by Steve Curtin (Paperback)
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<p/><br></br><p><b> About the Book </b></p></br></br>When it comes to customer service, only extraordinary will do. Discover the three elements common to all exceptional service experiences.<p/><br></br><p><b> Book Synopsis </b></p></br></br>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 actually 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 neededSimply 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 this invaluable guide, you can take the customer service experience you offer from ordinary to extraordinary.<p/><br></br><p><b> From the Back Cover </b></p></br></br>Advance Praise for <i>Delight Your Customers </i> </p> </p> "<i>Delight Your Customers</i> goes right to the soul of what business is all about--a special connection with customers. Curtin reveals compelling principles and crafts poignant stories that can turn the light back on in the spirit of all who serve. A must-read book for anyone seeking a wake-up call to greatness and a powerful path to extraordinary." </p> </p> -- <b>Chip R. Bell</b>, co-author, <i>Managing Knock Your Socks Off Service</i> </p> </p> "In Delight Your Customers, Steve Curtin reveals seven simple, concrete, and observable ways that people can apply immediately to provide exceptional customer service. Good stuff!" </p> </p> -- <b>John G. Miller</b>, author of <i>Outstanding! 47 Ways to Make Your Organization Exceptional </i> </p> </p> "Steve has done an extraordinary job capturing the essence of providing exceptional customer service. He examines the role of leadership, shared values, and purpose that guide staff behavior, offering vivid examples and case studies that are energizing and applicable to any business that competes on service globally." </p> </p> -- <b>Mark Conklin</b>, General Manager, JW Marriott Hotel Hong Kong </p> </p> 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. </p> </p> <i>Delight Your Customers </i>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 customer service to which consumers have become accustomed. </p> </p> 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! </p> </p> <b>Steve Curtin</b> spent 20 years with Marriott International. He now runs his own customer service consulting firm, Steve Curtin, Customer Enthusiast! He lives in Denver, Colorado. You can reach Steve at www.stevecurtin.com. </p><p/><br></br><p><b> Review Quotes </b></p></br></br><br>"If you want to delight your customers, then the new book <i>Delight Your Customers</i> is a must-read for you and your employees." --<b><i>Eric Jacobson On Management And Leadership</i></b> </p><br><br>..". written from a fresh point of view..packed with a lot of details and comparisons to help you understand what is ordinary and what is extraordinary." --<b><i>CXJourney</i></b> </p><br><br>..".great new book called <i>Delight Your Customers.</i>The author talks about great customer service, how important it is, and how to deliver it. You really should pick it up." <b>--<i>PCB007</i></b> </p><br><br>..".must-read for small or mega-businesses who want to offer such amazing service to their customers or clients that they will be more than delighted to come back again..." <b><i>--BookPleasures.com</i></b> </p><br><br><b>Customer Service Newsletter Best Customer Service Books of 2013</b> </p><br><br>"If you are serious about elevating the level of service in your organization, this is your book...Read it and begin your journey from ordinary to extraordinary." --<i><b>9InchMarketing</b></i> </p><br><br>"The age of service enlightenment has arrived with Steve Curtin's <i>Delight Your Customers</i>." <b><i>--Ken Shelton, Sales and Service Excellence</i></b> </p><br><br>"This is a book that every customer service professional should read and every manager should model." <i><b>--Portland Book Review</b></i> </p><br><p/><br></br><p><b> About the Author </b></p></br></br>STEVE CURTIN spent 20 years with Marriott International. He now runs his own customer service consulting firm, Steve Curtin, Customer Enthusiast! </p>
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