Delight Your Customers PDF ePub eBook

Books Info:

Delight Your Customers free pdf 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.

About Steve Curtin

Steve Curtin spent 20 years with Marriott International. He now runs his own customer service consulting firm, Steve Curtin, Customer Enthusiast!

Details Book

Author : Steve Curtin
Publisher : Amacom
Data Published : 01 July 2013
ISBN : 0814432808
EAN : 9780814432808
Format Book : PDF, Epub, DOCx, TXT
Number of Pages : 208 pages
Age + : 15 years
Language : English
Rating :

Reviews Delight Your Customers



17 Comments Add a comment




Related eBooks Download


  • Ultimate Customer Service  :  Customer Service Essentials for Loyal Custome ... free pdfUltimate Customer Service : Customer Service Essentials for Loyal Custome ...

    Get the world's top customer service authors to coach you and your team into excellence. Bring the exceptional customer service of Starbucks. Nordstrom's. or the Ritz Carlton into your business or organization with training from the pros..


  • Your Customer Is the Star free pdfYour Customer Is the Star

    In this groundbreaking volume. America's top authority on customer service and customer trends shares everything you need to know to transform your customer service experience and delight every generation of customers..


  • Customer Service Tips free pdfCustomer Service Tips

    Another 25 tips on How to Improve Your Customer Service by Customer Service Expert. Rosanne D'Ausilio. PhD. There are several ways to get the most out of this book: 1.Refer to the Index and choose the topics that interest you..


  • Customers for Life free pdfCustomers for Life

    In this completely revised and updated edition of the customer service classic (more than 600.000 copies sold). Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking Ten Commandments of Customer Service apply to today s world..


  • Customers for Life free pdfCustomers for Life

    In this completely revised and updated edition of the customer service classic (more than 600.000 copies sold). Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking Ten Commandments of Customer Service apply to today s world..


  • Delight Your Customers free pdfDelight Your Customers

    Download Ebooks For Free ePub Format. Great customer service is rare. In fact, one survey found that while 80 percent of companies described themselves as delivering "superior" service, consumers esti