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Book Review: Delight Your Customers
April 22, 2014 | Dan Beaulieu, D.B. Management GroupEstimated reading time: 1 minute
A book review from Dan BeaulieuDelight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to ExtraordinaryBy: Steve CurtinCopyright: 2013, AmacomPrice: $17.95Pages: 196 with index
I’m a sucker for books about customer service. I look for and read them every chance I get and this is one of the better ones, especially when you take into consideration how well written and organized it is.
Think about customer service as job function versus job essence. Job function is what it takes to do the job--the words on the page of a job description. For instance, carrying bags for guests is the function of a bell hop. The essence of the job is what surrounds the job--things like making a guest welcome, making sure he has everything he needs to be comfortable, or making sure 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 also does it in a way that inspired me to not only think about, but develop my own idea for better customer service in my own business. The author's list is as follows:
- Express genuine interest.
- Offer sincere and specific compliments.
- Share unique knowledge.
- Convey authentic enthusiasm.
- Use appropriate humor.
- Provide pleasant surprises.
- Deliver heroics.
Curtin delivers chapters on each of these steps and ends the book with a final chapter on going from ordinary to extraordinary. He states, “With so much poor customer service around great customer service becomes truly outstanding.”
And this final bit of advice from Curtin: “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."