Win the Customer

70 Simple Rules for Sensational Service

Flavio Martins

• Publisher: AMACOM
• Year: 2015
• eBook ISBN: 9780814436257
• Topic: Business
• Subtopic: Business Education
• Index: Business

Your prices can be beat. Your product can be improved upon. Your service is provided by others. But one key aspect about your company that cannot be duplicated or outdone is the unique, outstanding customer service experience that you continually provide for your customers. In Win the Customer, companies can learn practical, powerful techniques for energizing the way they interact with the people who drive their business, distinguishing themselves from the competition by providing their customers with something truly special. Author and vice president of operations Flavio Martin, named by the Huffington Post as a "most influential social customer service pro," fills his invaluable guide with examples and inspiration in order to show readers how to:• Align the business around a customer service mission• Make every employee a customer service agent• Create an environment in which exceptional service experiences can happen• Humanize customer service, virtually and in person• Empower employees to find innovative solutions• All the random acts of WOW--they're often the most memorable• And much moreProducts and prices can only get you in the door with new customers. But exceptional customer service will keep them lifelong fans. Win the Customer is your guidebook for building your fan base!

Table of contents

• Cover Page
• Title Page
• Contents
• Introduction
• Rule 1 Be Prepared to Break Traditional Rules
• Rule 2 Create the Right Culture for Service
• Rule 3 Learn How to Update Your Customer
• Rule 4 Serve People, Not Shareholders
• Rule 5 Put the Right People in the Right Place at the Right Time Doing the Right Thing
• Rule 6 Learn Something New Every Day
• Rule 7 Compete Only Against Yourself
• Rule 8 Stop Overthinking Customer Service
• Rule 9 Ask Yourself These Two Critical Questions Every Day
• Rule 10 Find a Way to Say Yes Even When the Answer Is No
• Rule 11 Love Your Critics
• Rule 12 Create Your Dos and Don’ts of Service
• Rule 13 Exploit Your Customer’s Pain Points, but Never Exploit Your Customers
• Rule 14 Don’t Be Zappos to Your Jack Welch Customers
• Rule 15 Make Your Customer Service a Human Interaction
• Rule 16 Micromanage Every Day
• Rule 17 Do Customer Service on Day One of the Job
• Rule 18 Be the Worst on Your Team
• Rule 19 Forget the Golden Rule
• Rule 20 Map a Clear Journey to Great Customer Service
• Rule 21 Do a 60-Second Customer Experience Evaluation
• Rule 22 Develop 20/20 Vision for Exceptional Customer Service
• Rule 23 Accept That You Can’t Please Everyone
• Rule 24 See Yourself as a Customer Service Leader
• Rule 25 Use Positive Words to Win Customers
• Rule 26 Learn to Deal with Fulfillment Problems
• Rule 27 Repeat, Repeat, Repeat, and Then Repeat Again, with Purpose
• Rule 28 Eliminate Three Words from Your Vocabulary
• Rule 29 Be Lovable to Your Customers
• Rule 30 Cure Yourself of the “Between 11 and 5” Syndrome
• Rule 31 Don’t Rush Technology to Fix Service Problems
• Rule 32 Embrace Your Service Imperfections
• Rule 33 Customers Are Not Always Right, but They Are Always Customers
• Rule 34 Change How You Think About Customer Service
• Rule 35 Really Get to Know Your Customers
• Rule 36 Teach Your People to Engage with Customers
• Rule 37 Create a Manifesto for Service
• Rule 38 Take Care of Employees so They’ll Take Care of Customers
• Rule 39 Make Data-Driven Customer Decisions and Take People-Centric Action
• Rule 40 Customer Experience Is More Important than Advertising
• Rule 41 Make Consistency a Critical Customer Metric
• Rule 42 Make Sure Your People Take Care of Themselves
• Rule 43 Dispel Customers’ Fear of Customer Service
• Rule 44 Learn How to Earn Your Customer’s Loyalty
• Rule 45 Forget Mission Statements; Create Action Statements
• Rule 46 Get the CEO Interacting with Customers
• Rule 47 Learn to Obsess over Customers
• Rule 48 Define Customer Focus for Your Company
• Rule 49 Let Data Drive More Informed Service
• Rule 50 Focus on the Value of Great Service Experience
• Rule 51 Make Customer Service a Daily Priority
• Rule 52 Shift from Reactive to Proactive Service
• Rule 53 Get Social and Personal with Customers
• Rule 54 Stop Creating Conflicts for Customer Service
• Rule 55 Build a Customer Experience Wonder of the World
• Rule 56 Train Even When There’s No Time to Train
• Rule 57 Remember the Most Important Team Building Hour of the Day: Lunch Hour
• Rule 58 Provide a Real Service to Your Customers
• Rule 59 Don’t Just Answer the Phone; Do the Right Thing
• Rule 60 Take a Break, Wander Around, and Have Some Fun
• Rule 61 Be a Force for Change
• Rule 62 Keep Your Customer Relationships Fresh
• Rule 63 Master the Art and Science of Customer Experience
• Rule 64 Optimize Your Digital Experience
• Rule 65 Get to Know a New Customer Every Day
• Rule 66 Start Every New Employee in Customer Service
• Rule 67 Allow for Random Acts of Wow
• Rule 68 Get a Reality Check
• Rule 69 Create Customer Experience Disruption
• Rule 70 Stop Making Resolutions; Start Making Service Better Today
• Notes
• Index
• About the Author
• Free Sample from Be Your Customer’s Hero by Adam Toporek
• Copyright Page