Curtin shares that, "Great customer service is rare. In fact, one survey found that while 80 percent of companies described themselves as delivering superior service, consumers estimated the number at a mere 8 percent."
The problem, according to Curtin, is actually quite simple. When asked what their work entails, most employees list the duties and tasks associated with their position. Very few refer to the true essence of their job, which should be their highest priority—to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others. Without this customer focus, all that exists is a transaction—and transactional service does not make a lasting positive impression or inspire loyalty.
In Delight Your Customers, Curtin reveals three elements common to all exceptional service experiences.
He also 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, such as:
- expressing genuine interest
- offering sincere compliments
- sharing unique knowledge
- conveying authentic enthusiasm
- providing pleasant surprises
- delivering service heroics when needed
Illustrated with real-world stories and examples, the book helps readers to take their customer service from ordinary to extraordinary.
Curtin spent 20 years with Marriott International. He now runs his own customer service consulting firm, Steve Curtin, Customer Enthusiast!
Since 1992, he has delivered interactive and engaging presentations on three continents, in six countries, and 26 states. In addition, he has delivered over 600 presentations to more than 20,000 people.