As many books as you want!
Add this book to bookshelf
Grey
Write a new comment Default profile 50px
Grey
Read online the first chapters of this book!
All characters reduced
Delight Your Customers - 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary - cover

Delight Your Customers - 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary

Steve Curtin

Publisher: AMACOM

  • 0
  • 1
  • 0

Summary

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.

Other books that might interest you

  • Stock Market Wizards - Interviews with America's Top Stock Traders - cover

    Stock Market Wizards -...

    Jack D. Schwager

    • 0
    • 4
    • 0
    The third in the bestselling Market Wizards series, this time focusing on the barometer of the economy—the stock market. 
    It has been nearly a decade since the publication of the highly successful The New Market Wizards. The interim has witnessed the most dynamic bull market in US stock history, a collapse in commodity prices, dramatic failures in some of the world's leading hedge funds, the burst of the Internet bubble, a fall into recession and subsequent rumblings of recovery. Who have been the 'market wizards' during this tumultuous financial period? How did some traders manage to significantly outperform a stockmarket that during its heyday moved virtually straight up? 
    This book will feature interviews with a variety of traders who achieved phenomenal financial success during the glory days of the Internet boom. In contrast with the first two Market Wizard books, which included traders from a broad financial spectrum—stocks, bonds, currencies and futures—this volume will focus on traders in the stockmarket.
    Show book
  • Arts and Minds - How the Royal Society of Arts Changed a Nation - cover

    Arts and Minds - How the Royal...

    Anton Howes

    • 0
    • 1
    • 0
    A major new history of the extraordinary society that has touched all aspects of British life 
    From its beginnings in a coffee house in the mid-eighteenth century, the Royal Society for the Encouragement of Arts, Manufactures and Commerce has tried to improve British life in every way imaginable. It has sought to influence how Britons work, how they are educated, the music they listen to, the food they eat, the items in their homes, and even how they remember their own history. Arts and Minds is the remarkable story of an institution unlike any other—a society for the improvement of everything and anything. 
    Drawing on exclusive access to a wealth of rare papers and artefacts from the Society's own archives, Anton Howes shows how this vibrant and singularly ambitious organisation has evolved and adapted, constantly having to reinvent itself to keep in step with changing times. The Society has served as a platform for Victorian utilitarian reformers, purchased and restored an entire village, encouraged the planting of more than sixty million trees, and sought technological alternatives to child labour. But this is more than just a story about unusual public initiatives. It is an engaging and authoritative history of almost three centuries of social reform and competing visions of a better world—the Society's members have been drawn from across the political spectrum, including Adam Smith, Edmund Burke, and Karl Marx. 
    Informative and entertaining, Arts and Minds reveals how a society of public-spirited individuals tried to make their country a better place, and draws vital lessons from their triumphs and failures for all would-be reformers today.
    Show book
  • Think And Grow Rich - cover

    Think And Grow Rich

    Napoleon Hill

    • 1
    • 23
    • 0
    Think and Grow Rich is a motivational personal development and self-help book written by Napoleon Hill and inspired by a suggestion from Scottish-American businessman Andrew Carnegie. While the title implies that this book deals only with how to get rich, the author explains that the philosophy taught in the book can be used to help people succeed in all lines of work and to do or be almost anything they want
    Show book
  • 50 Bosses Worse Than Yours - cover

    50 Bosses Worse Than Yours

    Justin Racz

    • 1
    • 2
    • 0
    Satirist Justin Racz, author of the wildly successful 50 Jobs Worse Than Yours, returns to the world of cubicles, water coolers, and boardrooms-this time targeting the workingman's ultimate nemesis: his boss. From the bullies to the bureaucrats to the bunglers, bosses are as unavoidable as they are insufferable. Thankfully, 50 Bosses Worse Than Yours is here to remind us that no matter how bad we think we have it, there are worse people to be taking orders from. Including entries such as "Condescending Rita," "Enforced After-Work Drinks Proposer," "Ten Years Younger Than You and Makes Double Your Salary," and the original bad boss, "Your Dad," this book presents the most unbearable, cruel-intentioned, and mind-bogglingly incompetent employers ever to pass through Human Resources.
    Show book
  • The Age of Agile - How Smart Companies Are Transforming the Way Work Gets Done - cover

    The Age of Agile - How Smart...

    Stephen Denning

    • 0
    • 1
    • 0
    More value from less work. An unstoppable business revolution is under way-and it is Agile. Companies that embrace Agile Management learn to connect everyone and everything . . . all the time. They can deliver instant, intimate, frictionless value on a large scale. Agile began emerging many decades ago, but truly took off in the software development industry. Sparking dramatic improvements in quality, innovation, and speed-to-market, the Agile movement is now spreading quickly throughout all kinds of companies. It enables a team, a unit, or an enterprise to nimbly adapt and upgrade products and services to meet rapidly changing technology and customer needs. And the process is applicable anywhere-companies don't need to be born Agile, like Spotify. Even centuries-old Barclays is making the transition and reaping rewards. Filled with examples from every sector, The Age of Agile helps readers: Master the three laws of Agile Management (team, customer, network) * Embrace the new mindset * Overcome constraints * Employ meaningful metrics * Make the entire organization Agile * And more With this breakthrough approach, even global giants can learn to act entrepreneurially. Their future depends on it.
    Show book
  • Instant Communication Skills - How to Improve Communications Skills Instantly! - cover

    Instant Communication Skills -...

    INSTANT Series

    • 0
    • 0
    • 0
    The Instant-Series Presents "Instant Communication Skills"
     
    How to Improve Communications Skills Instantly!
     
    Are you having trouble being heard or problem being misunderstood?
     
    Nowadays, it's more mandatory than ever to have good communication skill!
     
    Do you find it hard to talk to people, or when you do, you don't know exactly what to say and can't get the words out, not speaking very well, causing you frustrations?
     
    If you lack communication skills, you will have a hard time conveying your message, meeting people, and being taken seriously at work, home, and in life.
     
    Don't let the handicap of poor communication skills hold you back in anything.
     
    Within "Instant Communication Skills":
     
    * This one quickest and easiest thing you can do now to improve your communication skills so you can come off more attractive.
     
    * The crucial "think-on-your-feet communication" and how to work on it so to not only communicate better but faster, especially if it's a matter of life or death.
     
    * Best practices of how to be a better communicator so everybody will want to talk to and be around you, and putting them into action.
     
    * What to do in when you're having a conversation in your communication to magnetically build an instant connection, and how to do it.
     
    * Even cover the art of written communication and ways to be more effective at it without doing it wrong.
     
    * Plus, custom practical "how-to" strategies, techniques, applications and exercises to improve your communication skills.
     
    ...and much more.
     
    Become a much more effective communicator now!
    Show book