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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.
- Sales Rank: #176503 in Books
- Brand: Brand: AMACOM
- Published on: 2013-06-11
- Original language: English
- Number of items: 1
- Dimensions: 9.00" h x 6.00" w x .75" l, .71 pounds
- Binding: Paperback
- 208 pages
Features
- Used Book in Good Condition
Review
"If you are serious about elevating the level of service in your organization, this is your book...Read it and begin your journey from ordinary to extraordinary." --9InchMarketing
"... written from a fresh point of view..packed with a lot of details and comparisons to help you understand what is ordinary and what is extraordinary." --CXJourney
"If you want to delight your customers, then the new book Delight Your Customers is a must-read for you and your employees." --Eric Jacobson On Management And Leadership
“…great new book called Delight Your Customers.The author talks about great customer service, how important it is, and how to deliver it. You really should pick it up." --PCB007
“…must-read for small or mega-businesses who want to offer such amazing service to their customers or clients that they will be more than delighted to come back again...” --BookPleasures.com
“The age of service enlightenment has arrived with Steve Curtin’s Delight Your Customers.” --Ken Shelton, Sales and Service Excellence
"This is a book that every customer service professional should read and every manager should model.” --Portland Book Review
Customer Service Newsletter Best Customer Service Books of 2013
From the Back Cover
Advance Praise for Delight Your Customers
“Delight Your Customers goes right to the soul of what business is all about—a special connection with customers. Curtin reveals compelling principles and crafts poignant stories that can turn the light back on in the spirit of all who serve. A must-read book for anyone seeking a wake-up call to greatness and a powerful path to extraordinary.”
— Chip R. Bell, co-author, Managing Knock Your Socks Off Service
“In Delight Your Customers, Steve Curtin reveals seven simple, concrete, and observable ways that people can apply immediately to provide exceptional customer service. Good stuff!”
— John G. Miller, author of Outstanding! 47 Ways to Make Your Organization Exceptional
“Steve has done an extraordinary job capturing the essence of providing exceptional customer service. He examines the role of leadership, shared values, and purpose that guide staff behavior, offering vivid examples and case studies that are energizing and applicable to any business that competes on service globally.”
— Mark Conklin, General Manager, JW Marriott Hotel Hong Kong
When asked what their work entails, most employees list the duties or tasks associated with their job roles. Very few refer to the true essence of their job, their highest priority at work: 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.
Delight Your Customers reveals three truths common to all exceptional customer service experiences and presents seven behaviors that, when demonstrated by employees, distinguish extraordinary customer service from the ordinary transactional customer service to which consumers have become accustomed.
Illustrated with real-world stories and more than 200 examples from a variety of industries, this book is a resource that will help readers everywhere take their customer service from ordinary to extraordinary!
Steve Curtin spent 20 years with Marriott International. He now runs his own customer service consulting firm, Steve Curtin, Customer Enthusiast! He lives in Denver, Colorado. You can reach Steve at www.stevecurtin.com.
About the Author
STEVE CURTIN spent 20 years with Marriott International. He now runs his own customer service consulting firm, Steve Curtin, Customer Enthusiast!
Most helpful customer reviews
4 of 4 people found the following review helpful.
7 Simple Ways to Delight Your Reader
By Kim0514
Customer service has taken a back seat to expediency and profit. In fact, good customer service seems to be the exception rather than the rule, even in commission structured transactions. Good customer service is a fading relic, relegated to a by-gone era along with manners and propriety, to the detriment of society as a whole. Steve Curtin's Delight Your Customers; 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary seeks to inspire the values that elevate kindness and selflessness through simple to understand and implement behaviors. The case studies are relevant and instructive. Curtin interjects enough personal experience to connect with the reader, without narrowing his points. The principles and behaviors Curtin describes transcend the service industry and can easily be implemented in any transactional relationship. Curtin makes a fine case for the residual benefits of dragging extraordinary customer service out of the dusty, old trunk and putting it to use for the delight of customers everywhere.
3 of 3 people found the following review helpful.
A great read for those who care about customer care
By Daniel B. Beaulieu
A Great read for Customer Care
Okay so I’m a sucker for books about customer service. I look for and read them every chance I get. And I have to say that this is one of the better ones. Especially when you take into consideration how well written and organized this one is.
Here is something to think about when considering customer service is job function versus job essence. Job function is what it takes to do the job, the words on the page of a job description. Carrying bags for guests is the function of a bell hop for example while the essence of the job is what surrounds the job things like, making the guests welcome, making sure they have everything they need to be comfortable in their room; making sure that you do something special and remarkable for that customer. That is the essence of the job and that is the essence of great customer service.
In the words of the author, “Job essence is indicated in employees’ personality, creativity, enthusiasm, passion and unique flair.”
The author not only gives specific examples of good and poor service but he also does it in a way that inspired and inspired me to not only think about but also develop my own idea for better customer service in my own business.
Here are some of the 7 ways:
1. Express genuine interest
2. Offer sincere and specific compliments
3. Share unique knowledge
4. Convey authentic enthusiasm
5. Use appropriate humor
6. Provide pleasant surprises
7. Deliver heroics
Curtin delivers chapters on each of these steps and then caps it off with a final chapter on going from ordinary to extraordinary. My particular favorite chapter where the author states: “With so much poor customer service around great customer service becomes truly outstanding.”
And this final bit of advice, “Exceptional customer service is never a happy accident that a company stumbles into. It is always the result of intention and design.”
And to that I say amen.
3 of 3 people found the following review helpful.
I can't recommend this book highly enough.
By lionboy23
I am about to open my own business (a franchise fitness facility). I was looking at my local library's business section and came across this book by Steve Curtin. The title caught my eye and I checked the book out without even glancing through it.
As a consumer I have had some really great customer service experiences and some really poor ones. I have shared some of those exceptional and poor experiences with friends and family, as we usually do. We all know that word of mouth works, whether good or bad, about how a business treats its customers.
I know that my franchise will have guidelines for customer service, but I want to go above and beyond what is expected and deliver exceptional service. This book tells you how to do just that. Steve gives excellent examples of exceptional, average and poor service. In the cases of the poor and average, he gives examples of what the employee could have done to make the service much better. The seven chapters based on each of the seven ways is very clear, very practical and without wasted words.
This book is a must have for any business owner or manager. I would also recommend this book to any employee who takes pride in their work and wants to improve their relationships with their customers. I am going to purchase copies to keep in my company office and make them available for anyone to read. This book, I am confident, if the skills used are implemented, will take a business from doing "okay" to being a huge success. If you care about your business, please buy this book and apply what you read.
See all 36 customer reviews...
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