Win the Customer, Flavio Martins
Win the Customer, Flavio Martins
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Win the Customer
70 Simple Rules for Sensational Service

Author: Flavio Martins

Narrator: Don Hagen

Unabridged: 6 hr 34 min

Format: Digital Audiobook Download

Publisher: Ascent Audio

Published: 09/01/2015


Synopsis

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 readers practical, powerful techniques for energizing the way they interact with the people who drive their business. Filled with examples and inspiration, the book shows 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 • 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.

Reviews

Goodreads review by Nathan on August 26, 2019

Delivers what the title suggests: some simple ways to improve customer service. No surprise, some of them are better than others. This was one of my favorites: "Don’t be Zappos to your Jack Welch customers." Customer service can't be one-size-fits-all and this quote is a great way to memorialize tha......more

Goodreads review by Hannah on March 14, 2019

Very simple reminder of things our company is already doing.......more

Goodreads review by Patty on July 10, 2016

Mostly common sense, but nicely wrapped up with a pretty bow.......more