What will you learn from this book
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Define Your Vision: Clearly articulate what you want your customer service to look like. This vision provides a direction for your team and sets the standard for your service.
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Discover What the Customer Wants: Understand that your customers have their own expectations and needs. Engage with them to find out what they really want from your service.
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Deliver Plus One Percent: Consistently aim to deliver a little more than what is expected. This approach helps in exceeding customer expectations, even if it's just by a small margin.
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Listen to Your Customers: Actively listen to customer feedback and take it seriously. This is crucial for understanding their needs and improving your service.
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Embrace Change and Innovation: Be open to changing the way you operate based on customer feedback and evolving market trends.
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Focus on Consistency: Consistent service builds trust. Ensure that customers receive the same high level of service every time they interact with your business.
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Create Raving Fans, Not Just Satisfied Customers: Aim to delight customers to the point that they become passionate advocates for your business, not just satisfied customers.
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Empower Employees: Empower your staff to make decisions that benefit the customer. This empowerment can lead to better customer service and more innovative solutions.
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Set the Example: Leadership should model the customer service standards they expect from their team. Leading by example is crucial for maintaining a customer-focused culture.
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Keep It Simple: Don't overcomplicate your customer service processes. Simple, straightforward service is often the most effective and appreciated by customers.
| Language | English |
|---|---|
| ISBN-10 | 9780007252053 |
| ISBN-13 | 9780007252053 |
| No of pages | 140 |
| Font Size | Medium |
| Book Publisher | Harper Collins Publishers |
| Published Date | 01 Jan 2015 |
About Author
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Written in the parable style of The One Minute Manager, Raving Fans uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature--not just another program of the month.
America is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. Raving Fans includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace--and turn their customers into raving, spending fans.
"Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans."
This, in a nutshell, is the advice given to a new Area Manager on his first day--in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results.