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Descripción de la editorial
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.
Consultant Curtin offers a cheerful though obvious jaunt through the basics of customer service. Great customer service isn't a Herculean task, he notes; people don't want the wheel reinvented they want solid, courteous service. To get there, managers should focus on helping employees understand the difference between the two sides of their jobs: job function (the daily tasks of work) and job essence (the true priorities of the job). Job function, in other words, is "sweep the store"; job essence is "pay attention to detail." Customer service must be made the most important aspect of each employee's job. Curtin uses case studies to illuminate his process for reaching those all-important repeat purchasers who provide positive word of mouth: express genuine interest, offer sincere and specific compliments, share unique knowledge, convey authentic enthusiasm, use appropriate humor, provide pleasant surprises, and deliver service heroics. While his approach is solid personalize your service to each customer, and treat customers like guests in your home the content is slim and unoriginal, and anyone seeking the skills to provide excellent customer service will likely already understand his advice.