Win the Customer 70 Simple Rules for Sensational Service 1st Edition by Flavio Martins ISBN 0814436242 9780814436240

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Product details:

ISBN 10: 0814436242

ISBN 13: 9780814436240 

Author: Flavio Martins 

Your prices can be beat. Your product can be improved upon. Your service is provided by others. But one key aspect about your company that cannot be duplicated or outdone is the unique, outstanding customer service experience that you continually provide for your customers. In Win the Customer, companies can learn practical, powerful techniques for energizing the way they interact with the people who drive their business, distinguishing themselves from the competition by providing their customers with something truly special. Author and vice president of operations Flavio Martin, named by the Huffington Post as a “most influential social customer service pro,” fills his invaluable guide with examples and inspiration in order to show 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• Empower employees to find innovative solutions• All the random acts of WOW–they’re often the most memorable• And much moreProducts and prices can only get you in the door with new customers. But exceptional customer service will keep them lifelong fans. Win the Customer is your guidebook for building your fan base!

Table of contents:

Rule 1 Be Prepared to Break Traditional Rules
Rule 2 Create the Right Culture for Service
Rule 3 Learn How to Update Your Customer
Rule 4 Serve People, Not Shareholders
Rule 5 Put the Right People in the Right Place at the Right Time Doing the Right Thing
Rule 6 Learn Something New Every Day
Rule 7 Compete Only Against Yourself
Rule 8 Stop Overthinking Customer Service
Rule 9 Ask Yourself These Two Critical Questions Every Day
Rule 10 Find a Way to Say Yes Even When the Answer Is No
Rule 11 Love Your Critics
Rule 12 Create Your Dos and Don’ts of Service
Rule 13 Exploit Your Customer’s Pain Points, but Never Exploit Your Customers
Rule 14 Don’t Be Zappos to Your Jack Welch Customers
Rule 15 Make Your Customer Service a Human Interaction
Rule 16 Micromanage Every Day
Rule 17 Do Customer Service on Day One of the Job
Rule 18 Be the Worst on Your Team
Rule 19 Forget the Golden Rule
Rule 20 Map a Clear Journey to Great Customer Service
Rule 21 Do a 60-Second Customer Experience Evaluation
Rule 22 Develop 20/20 Vision for Exceptional Customer Service
Rule 23 Accept That You Can’t Please Everyone
Rule 24 See Yourself as a Customer Service Leader
Rule 25 Use Positive Words to Win Customers
Rule 26 Learn to Deal with Fulfillment Problems
Rule 27 Repeat, Repeat, Repeat, and Then Repeat Again, with Purpose
Rule 28 Eliminate Three Words from Your Vocabulary
Rule 29 Be Lovable to Your Customers
Rule 30 Cure Yourself of the “Between 11 and 5” Syndrome
Rule 31 Don’t Rush Technology to Fix Service Problems
Rule 32 Embrace Your Service Imperfections
Rule 33 Customers Are Not Always Right, but They Are Always Customers
Rule 34 Change How You Think About Customer Service
Rule 35 Really Get to Know Your Customers
Rule 36 Teach Your People to Engage with Customers
Rule 37 Create a Manifesto for Service
Rule 38 Take Care of Employees so They’ll Take Care of Customers
Rule 39 Make Data-Driven Customer Decisions and Take People-Centric Action
Rule 40 Customer Experience Is More Important than Advertising
Rule 41 Make Consistency a Critical Customer Metric
Rule 42 Make Sure Your People Take Care of Themselves
Rule 43 Dispel Customers’ Fear of Customer Service
Rule 44 Learn How to Earn Your Customer’s Loyalty
Rule 45 Forget Mission Statements; Create Action Statements
Rule 46 Get the CEO Interacting with Customers
Rule 47 Learn to Obsess over Customers
Rule 48 Define Customer Focus for Your Company
Rule 49 Let Data Drive More Informed Service
Rule 50 Focus on the Value of Great Service Experience
Rule 51 Make Customer Service a Daily Priority
Rule 52 Shift from Reactive to Proactive Service
Rule 53 Get Social and Personal with Customers
Rule 54 Stop Creating Conflicts for Customer Service
Rule 55 Build a Customer Experience Wonder of the World
Rule 56 Train Even When There’s No Time to Train
Rule 57 Remember the Most Important Team Building Hour of the Day: Lunch Hour
Rule 58 Provide a Real Service to Your Customers
Rule 59 Don’t Just Answer the Phone; Do the Right Thing
Rule 60 Take a Break, Wander Around, and Have Some Fun
Rule 61 Be a Force for Change
Rule 62 Keep Your Customer Relationships Fresh
Rule 63 Master the Art and Science of Customer Experience
Rule 64 Optimize Your Digital Experience
Rule 65 Get to Know a New Customer Every Day
Rule 66 Start Every New Employee in Customer Service
Rule 67 Allow for Random Acts of Wow
Rule 68 Get a Reality Check
Rule 69 Create Customer Experience Disruption
Rule 70 Stop Making Resolutions; Start Making Service Better Today

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