Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary
By Steve Curtin

Head: (3 out of 5)
Heart: (5 out of 5)
Leadership Applicability: (4 out of 5)

Though most businesses seem keen on creating an exceptional customer experience, the customer service experience can still feel lackluster.  At the core of the issue, according to author Steve Curtin, is a failure to distinguish the difference between job function (duties or tasks in a role) and job essence, which is the highest priority – creating a promoter, a delighted customer who is less price sensitive, and positively promotes the business via word-of-mouth. Essence is that little extra something that creates a stand-out interaction for the customer, and is voluntary on the part of the employee. So what can be done to turn an ordinary transaction into an extraordinary one?

Peppered with case studies, this practical book outlines the three truths of exceptional customer service and offers seven simple ways to raise customer service levels. They are based on the premise that in everyday service situations, most customers just want to be acknowledged and appreciated.  Conveying to customers that they matter leaves an impression, turning an ordinary interaction into an extraordinary one, and inspiring customer loyalty.

Leaders interested in increasing the level of customer service in their business to improve their customer experience and generate more loyal customers will want to read this book.  Buy it now.