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

Curtin, Steve

Amacom（2018/03発売）

• 製本 Paperback:紙装版/ペーパーバック版／ページ数 208 p.
• 言語 ENG
• 商品コード 9780814432808
• DDC分類 658.812

Full Description

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.

Contents

Contents

Introduction 3

Part One: Function Vs. Essence

Chapter 1—Three Truths of Exceptional Customer Service 9

Exceptional Customer Service Reflects the Essence of

Every Service Industry Employee's Job Role 11

Exceptional Customer Service Is Always Voluntary 17

Exceptional Customer Service Typically Costs

No More to Deliver than Poor Customer Service 20

Getting from Ordinary to Extraordinary 24

Applying Three Truths of Exceptional Customer Service 26

Contents

Part Two: Seven Simple Ways To

Raise Customer Service

Chapter 2—Express Genuine Interest 29

How to Express Genuine Interest 32

Getting from Ordinary to Extraordinary 49

Applying Genuine Interest 52

Chapter 3—Offer Sincere and Specific Compliments 53

Be Attentive to Opportunities to Offer Compliments 54

Factors Influencing the Offering of Compliments 57

How to Offer Sincere and Specific Compliments 59

Recognize Coworkers 64

Getting from Ordinary to Extraordinary 69

Applying Sincere and Specific Compliments 71

Chapter 4—Share Unique Knowledge 73

Unique Knowledge Brings More Value

to the Customer Experience 74

The Benefits of Unique Knowledge 75

How to Share Unique Knowledge 82

Getting from Ordinary to Extraordinary 88

Applying Unique Knowledge 91

Chapter 5—Convey Authentic Enthusiasm 93

The Role of Leadership in Fostering Authentic Enthusiasm 95

How to Convey Authentic Enthusiasm 99

Getting from Ordinary to Extraordinary 108

Applying Authentic Enthusiasm 110

Chapter 6—Use Appropriate Humor 111

When to Use Appropriate Humor 113

When the Use of Humor May Be Inappropriate 123

Getting from Ordinary to Extraordinary 125

Applying Appropriate Humor 126

Chapter 7—Provide Pleasant Surprises 127

How to Provide Pleasant Surprises 129

Getting from Ordinary to Extraordinary 142

Applying Pleasant Surprises 144

Chapter 8—Deliver Service Heroics 145

Two Types of Service Heroics 146

How to Deliver Heroic Service to Solve Customers' Problems 152

Getting from Ordinary to Extraordinary 161

Applying Service Heroics 163

Part Three: Incorporating Job Essence

Into Job Function

Chapter 9—From Ordinary to Extraordinary 167

Why Ordinary Customer Service Is Common

and Extraordinary Customer Service Is Rare 170

How to Raise Customer Service Quality

from Ordinary to Extraordinary 173

Getting from Ordinary to Extraordinary 186

Incorporating Job Essence into Job Function 188

Index 189