Win the Customer: 70 Simple Rules for Sensational Service

In this Audiobook

• 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 PEOPLECENTRIC 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