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Delight Your Customers: 7 Simple Ways to Raise Your Customer by Steve Curtin

By Steve Curtin

Nice customer support is uncommon. in reality, one survey stumbled on that whereas eighty percentage of businesses defined themselves as supplying "superior" carrier, shoppers envisioned the quantity at a trifling eight percentage. the matter, based on provider specialist Steve Curtin, is de facto very simple. whilst requested what their paintings involves, so much staff record the tasks and projects linked to their place. only a few seek advice from the genuine essence in their task, which could be their optimum priority-to create extremely joyful shoppers who should be much less rate delicate, have larger repurchase charges, and enthusiastically suggest the corporate or model to others. with out this buyer concentration, all that exists is a transaction - and transactional provider doesn't make a long-lasting confident impact or encourage loyalty. In "Delight Your Customers", Curtin finds 3 parts universal to all remarkable provider reviews. He additionally makes a compelling case that spotlight must shift from tracking carrier actions to modeling, spotting, and reinforcing the behaviors that really create satisfied consumers, comparable to expressing real curiosity, providing honest compliments, sharing particular wisdom, conveying genuine enthusiasm, supplying friendly surprises, and supplying provider heroics whilst wanted. Illustrated with real-world tales and examples, this clean consultant is helping readers in all places take their customer support from usual to notable.

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Additional resources for Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary

Example text

Perhaps boys were treated with greater respect than girls, or vice versa. Or boys were not supposed to be emotional – ‘boys don’t cry’. Did your parents tell you to ‘get a job and keep it’? Or that to enter a profession meant you would have ‘a job for life’? You can hear people express beliefs at work when you hear such statements as ‘that will never work here’ or ‘they will never accept that’, although the speaker may not have tested the suggestion out in recent times. We therefore add to our beliefs continually.

For example, a survey identified public speaking, a common event in business, as the number one universal fear across the world. How often do you feel nervous before a presentation or meeting, or when giving bad news to a colleague or client? Consider some of the meetings you have attended where people have been too nervous to express an opinion, or where someone became angry. 48 Emotional Intelligence Consider the feelings you have during a difficult telephone call. Consider also the feeling of excitement when you win a new client or are enjoying the challenge of a new project.

These thoughts should be realistic and phrased in the positive continuous. ’ There are, though, times when you may be unable to think of a positive replacement for a negative thought. Instead, you can invent a Fanfare Music Channel. Identify a piece of music that makes you feel good – it can be anything from opera to rap – and have that piece of music as your personal fanfare, always available to you on your imaginary radio. Music can touch human beings in a way that few other things do – an upbeat piece of music can make your spirits rise even on the gloomiest day.

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