DELIGHT YOUR CUSTOMERS: 7 SIMPLE WAYS TO RAISE YOUR CUSTOMER SERVICE FROM ORDINARY TO EXTRAORDINARY
Book ID/图书代码： 00431012B57917
English Summary/英文概要： Most organizations think they’re delivering great customer service, even as customers are walking away and never coming back. The problem, according to service expert Steve Curtin, is that while businesses talk about improving the customer experience, they undercut their own efforts with misplaced rewards. When asked to define their responsibilities, most employees cite the tasks on which their performance is measured. Very few refer to the true essence of their job—to create delighted customers who will enthusiastically recommend the 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 makes a compelling case that the spotlight needs to shift from tracking service activities, to recognizing and reinforcing the behaviors that actually create happy customers. The essential lessons in this back-to-basics book explain how to make exceptional service experiences an everyday reality.
Chinese Summary/中文概要： 真正卓越的客户服务是很少见的。事实上，据调查显示，尽管80%的企业都认为自己已经为客户提供了优质的服务，但是消费者却认为真正提供了满意服务的企业只有8%。
对于服务专家史蒂夫·科廷来说这个问题其实很容易解决。当被问及主要工作时，绝大部分员工会列举自己岗位所涉及的职责和任务——工作职责，极少有人提及他们工作的真正核心，也是他们工作的首要任务——工作本质：创造愉快的客户群——他们并非价格敏感型，可以带来很高的重复购买率，会热情的将企业和品牌推荐给他人。没有这种客户关注，所有的一切不过是一场交易，交易性的服务无法给客户留下持久而积极的印象，更无法带来客户忠诚度。
《卓越服务：使客户服务从平庸到卓越的七个简单方法》作者揭示了可以创造出卓越服务体验的三个要素。他也列举了让人信服的案例来说明企业的注意力应该从监测服务转向强化行为，真正为客户创造愉悦消费体验上来，例如表达由衷的关心、真诚的赞美、分享信息、传递真挚的热情、制造令人愉快的惊喜、在需要的时候出色的交付服务。本书配以真实的故事和200多个来源于不同行业的案例，让人耳目一新地帮助客服人员和销售人员将平庸的客户服务转变为卓越的服务。（JD）
Awards/获奖情况：“Delight Your Customers goes right to the soul of what business is all about—a special connection with customers. Curtin reveals compelling principles and crafts poignant stories that can turn the light back on in the spirit of all who serve. A must-read book for anyone seeking a wake-up call to greatness and a powerful path to extraordinary.” — 奇普．R．貝爾(Chip R. Bell), co-author, Managing Knock Your Socks Off Service “In Delight Your Customers, Steve Curtin reveals seven simple, concrete, and observable ways that people can apply immediately to provide exceptional customer service. Good stuff!” —約翰‧米勒(John G. Miller), author of Outstanding! 47 Ways to Make Your Organization Exceptional 著有《QBQ!問題背後的問題》等書
“Steve has done an extraordinary job capturing the essence of providing exceptional customer service. He examines the role of leadership, shared values, and purpose that guide staff behavior, offering vivid examples and case studies that are energizing and applicable to any business that competes on service globally.” —香港JW萬豪酒店總經理馬國霖(Mark Conklin), General Manager, JW Marriott Hotel Hong Kong
About the Author/作者介绍： Steve Curtin，在万豪国际集团从业20年（万豪国际集团是世界著名的酒店业机构，目前集团经营及特许经营的近3000家酒店遍布美国及全球67个国家和地区），积累了丰富的服务业经营、销售、营销与客户服务工作经验。如今开创了自己的客户服务咨询公司。
自1992年以来，史蒂夫在全球3大洲、6个国家、26个地区为20000人做了超过600次的成功互动演说。
STEVE CURTIN spent 20 years with Marriott International. He now runs his own customer service consulting firm, Steve Curtin, Customer Enthusiast!
Format:
Rights Status/版权销售情况：Simplified Chinese/简体中文：SOLD
Complex/Traditional Chinese/繁体中文：AVAILABLE
Sales in other countries/其他国家销售情况：
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