Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet

If you could only buy and read one book on customer service, this would be the one. Filled with easy-to-read and very understandable concepts for delivering great customer service, this book would make an excellent primer for training your own customer service and inside salespeople. But it is much more than that.

My personal business credo is that we are all in the business of customer service. From the president of the company on down, we should all be servicing and amazing our customers.

In this book, author Shep Hyken goes far beyond the basic precepts for delivering good customer service to the point that by following the creative ideas he suggests, you will truly amaze your customers.

Let me whet your appetite:

On creating a company culture of great customer service, Hyken suggests:

• Tell stories: Past customer service stories can be a great training tool that creates best practice examples for employees to learn from
• Make it your goal to create and share the next “tribal narrative” that supports your customer-centric culture

On sustaining your great customer service reputation, and building on it:

• No matter how great your reputation is, you’re only as good as your last customer
• When it comes to delivering amazement, very day is an opportunity to start over
• Earn your company’s reputation for good service all over again, with each new customer interaction

On dealing one on one with a customer, here are some tools and reminders:

• It’s showtime
• Treat customers the way you want to be treated
• Focus on the customer, not the money
• Manage the first impression
• Engage!
• Ask the extra question
• One to say yes, two to say now
• Cross-sell and up-sell
• Last impressions
• Be accountable
• The customer is not always right
• Bounce back
• Master the art of recovery
• Manage the wait
• Avoid loyalty killers
• Seize the moment

And just a few more:

• Great service lies in flexibility
• Great customer service is based on the customer not the rule book
• Take ownership of getting a customer request to the right person, and follow up to make sure the customer was taken care of

Had enough? Let me say right now that if you are serious about customer service, if you want to really amaze your customers, then buy this book for yourself, your company, and best of all, for your customers.