Reviewer Conny Withay:Operating her own business in office management since 1991, Conny is an avid reader and volunteers with the elderly playing her designed The Write Word Game. A cum laude graduate with a degree in art living in the Pacific Northwest, she is married with two sons, two daughters-in-law, and three grandchildren.
Author: Steve Curtin
Publisher: AMACOM Books
“When employees are made aware of the essence of their jobs and it is reinforced (i.e., modeled, recognized, and rewarded) by their immediate supervisors, then customer service quality improves, fewer eggs get broken, and more lasting positive impressions are made on customers,” Steve Curtin states in his book, Delight Your Customers – 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary.
This one hundred and ninety-six page paperback book is targeted to not only small business owners who want to provide excellent customer service, it can be a fundamental lesson to corporate America needing revamp and improve their customers’ opinions.
Within three parts of the book, there are nine chapters that include seven ways to raise customer awareness for a business. Curtin explains that an employee’s job function is merely tasks to do while his or her job essence should be the most critical aspect of a service industry position. If the employee can voluntarily choose to promote a product or service, at no extra cost to the employer, the customer will be less price-sensitive, have higher repurchase rates and be responsible for eighty to ninety percent of positive promotion.
By expressing a genuine interest in the customer, offer compliments, share unique knowledge, convey authentic enthusiasm, use appropriate humor, provide pleasant surprises and deliver service heroics, the employee turns from ordinary to extra-ordinary, making the consumer remember him or her.
The chapter on showing genuine interest is thorough and complete, suggesting using names, asking questions, cosseting, anticipating needs, remembering preferences, paying attention to detail, displaying a sense of urgency, soliciting feedback, offering a personal farewell and following up. Another interesting discussion was on lagniappes and free compliment posters to recognize co-workers.
With the plethora of examples how other businesses do or do not offer exemplary service, specific restaurants, hotels, bakeries, stores, valets, realtors, car washes, banks and schools are mentioned as sidebars or within the chapter topic and each can be accessed quickly via the index.
Curtin has provided a well-planned out process of changing a functional job position into an essential one by step-by-step suggestions, explaining different ways that work, and having summary endings in each chapter along with a fill-in chart of how to incorporate it into one’s business.
This simple but effective book is a 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 and again.
This book was furnished by the publicist for review purposes.
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