Kirjahaku

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 interestOffering sincere complimentsSharing unique knowledgeConveying authentic enthusiasmProviding pleasant surprisesDelivering 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 Delight Your Customers, you can take the customer service experience you offer from ordinary to extraordinary.

Help employees make a personal connection between what they do and your company's mission and purpose, and watch engagement, creativity, and customer satisfaction skyrocket. Leaders and managers--especially those with customer-facing employees--want engaged, positive employees who are filled with purpose. The problem is they falsely assume that simply regurgitating the corporate mission statement at meetings and performance reviews is enough--employees will make the connection between those high ideals and their daily tasks. But most of the time, they don't. Instead, they give lip service to purpose, and initiatives go nowhere The solution is the "Revelation Conversation." In these one-on-one meetings, executives work with employees to take those words off the wall and into their day-to-day work lives. Revelation Conversations make purpose tangible, help employees see how the sometimes mundane functions they carry out connect not only to an inspiring collective purpose, but can reflect their personal goals and aspirations as well. Steve Curtin shows how leaders at all levels and in any industry can conduct energizing, motivating Revelation Conversations with their direct reports. When purpose becomes personal, the result is greater enthusiasm, creativity, and satisfaction, for employees and leaders alike.