Steve Curtin
Delight Your Customers
7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary
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Steve Curtin
Delight Your Customers
7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary
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When it comes to customer service, only extraordinary will do. Discover the three elements common to all exceptional service experiences.
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When it comes to customer service, only extraordinary will do. Discover the three elements common to all exceptional service experiences.
Hinweis: Dieser Artikel kann nur an eine deutsche Lieferadresse ausgeliefert werden.
Hinweis: Dieser Artikel kann nur an eine deutsche Lieferadresse ausgeliefert werden.
Produktdetails
- Produktdetails
- Verlag: AMACOM
- Seitenzahl: 210
- Erscheinungstermin: 11. Juni 2013
- Englisch
- Abmessung: 229mm x 152mm x 13mm
- Gewicht: 349g
- ISBN-13: 9780814432808
- ISBN-10: 0814432808
- Artikelnr.: 36938599
- Verlag: AMACOM
- Seitenzahl: 210
- Erscheinungstermin: 11. Juni 2013
- Englisch
- Abmessung: 229mm x 152mm x 13mm
- Gewicht: 349g
- ISBN-13: 9780814432808
- ISBN-10: 0814432808
- Artikelnr.: 36938599
STEVE CURTIN spent 20 years with Marriott International. He now runs his own customer service consulting firm, Steve Curtin, Customer Enthusiast!
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
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
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
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