After a year career with Marriott International, Steve now devotes his time to speaking, consulting, and writing on the topic of extraordinary customer service. He lives in Denver with his wife and their four children. Guestology — the art and science of knowing and understanding your guests — is a term originated by Bruce Laval of the Walt Disney Company.
The use of GsD is a tongue-in-cheek acknowledgment that organizations who really want to understand and deliver a WOW Guest Experience need to study the best practices and principles in use today, and then adapt them to the context of their own environment. About the author After a year career with Marriott International, Steve now devotes his time to speaking, consulting, and writing on the topic of extraordinary customer service. In everyday service situations, most customers simply want to be acknowledged and appreciated.
Delight Your Customers is about doing the little things that convey to customers that they matter and that their business is valued. It's about breaking with routine by consistently providing the "little extras" that leave lasting positive impressions on customers. After all, the difference between ordinary and extraordinary is that little "extra.
Whether you are new to the service industry or a seasoned veteran, this section will expand your definition of employees' roles and is likely to influence the way you manage service providers.
The Power of Delight
Part II introduces seven concrete behaviors that will enable you to immediately improve the quality of customer service you provide or influence. These seven simple ways to raise customer service from ordinary to extraordinary are natural and intuitive. Rather than offering scripts or a prescriptive acronym that requires employees to be someone they're not, these behaviors encourage employees to be themselves at their best!
Throughout the book, you will see references to customers, clients, guests, shoppers, passengers, patients, members, and more. The lessons in this book will apply, regardless of how you refer to your customers, even if your "customer" is an employee, owner, vendor, or other stakeholder. Each chapter concludes with a bulleted summary of key insights to assist you in raising customer service from ordinary to extraordinary, followed by a brief application exercise in which you immediately record top-of-mind ideas about applying lessons from the chapter in your world of work.
It's no secret that the customer service quality most of us experience in our daily lives tends to be pretty mediocre. And sometimes that assessment is being generous. See All Customer Reviews. Shop Books. Read an excerpt of this book! Add to Wishlist. USD Buy Online, Pick up in Store is currently unavailable, but this item may be available for in-store purchase.
Sign in to Purchase Instantly. Overview In Delight Your Customers, service expert Steve Curtin makes a compelling case that attention needs to shift from monitoring service activities to modeling, recognizing, and reinforcing the behaviors that actually create happy customers.
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Illustrated with real-world stories and examples, this refreshing guide helps readers take their customer service from ordinary to extraordinary. Show More. Average Review. Write a Review. Anonymous More than 1 year ago Having spent 8 years in the hotel industry, I've gone through many trainings and have read many books on customer service. None of these have come close to being as appropriate and impactful as Mr.
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40 Inexpensive Customer Appreciation Ideas
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