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 listeners practical, powerful techniques for energizing the way they interact with the people who drive their business. Filled with examples and inspiration, the book shows listeners 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.
"If you have been waiting for a resource that will give everyone in your organization the tools necessary to earn the loyalty and advocacy of your customers, wait no longer. Win the Customer is a practical, approachable tool kit for frontline staff, managers, and senior leaders - inspiring, pragmatic and a must-read for anyone who wants to make a difference in the lives of those they serve." (Joseph Michelli, New York Times best-selling author of Leading the Starbucks Way, The New Gold Standard, and The Zappos Experience)
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