Win the Customer: 70 Simple Rules for Sensational Service

Win the Customer: 70 Simple Rules for Sensational Service

Win the Customer: 70 Simple Rules for Sensational Service

Win the Customer: 70 Simple Rules for Sensational Service

Synopsis

Great companies distinguish themselves from the competition by providing their customers with something truly special, something beyond price point that can't be duplicated: unique, outstanding customer service experiences.

Win the Customer cuts right to the chase, giving readers practical, powerful techniques for energizing the way they interact with the people who drive their business. Filled with examples and inspiration, the book shows readers how to:

Align the business around a customer service mission • Make every employee a customer service agent • Create an environment in which exceptional service experiences can happen • Humanize customer service, virtually and in person • Find a way to say "yes" even when the answer is "no" • Ask fewer questions--and provide more answers • Use words that win customers • Empower employees to find innovative solutions • Learn from your critics • Exploit your customer's pain points, but never the customer • Allow for random acts of WOW--they're often the most memorable • And much more

When it comes to service, satisfaction is a short-sighted goal. Follow the simple rules in this book and transform ordinary customers into lifelong fans.

Excerpt

In today’s competitive business world, most businesses inevitably will face the commoditization of their products or services. How, then, can they distinguish themselves from the dozens of nearly identical competitor products and services? in the absence of a reason, it’s often said, customers will choose price. But what if your business can give its customers something special, something that can’t be duplicated, whatever the price? What if you can offer something unique that no other competitor can provide? You can do this by delivering a winning customer service experience.

There are many good reasons why you should have outstanding customer service. You’ve probably already seen that your loyal customers, those who are emotionally attached to your business, will spend more than those who are not connected to you, who think your service is just ok. Offering excellent customer service that consistently delivers results that leave customers more than just “satisfied” is critical to the long-term growth of your organization. Loyal customers will promote your excellent service by word of mouth to friends, family, colleagues, and coworkers. Loyal customers also tend to spend considerably more than new customers. and keeping existing customers happy costs considerably less than attracting new ones.

Companies recognized for their exceptional customer service know that to achieve effective service success and great customer satisfaction ratings, it’s important that employees understand the customer’s needs and are empowered to make decisions for themselves. Employees need to be imaginative in order to be able to act decisively, yet innovatively, and have the personality required to deliver a unique . . .

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