Win the Customer: 70 Simple Rules for Sensational Service

In this Book

• Win the Customer—70 Simple Rules for Sensational Service
• Introduction
• BE PREPARED TO BREAK TRADITIONAL RULES
• CREATE THE RIGHT CULTURE FOR SERVICE
• LEARN HOW TO UPDATE YOUR CUSTOMER
• SERVE PEOPLE, NOT SHAREHOLDERS
• PUT THE RIGHT PEOPLE IN THE RIGHT PLACE AT THE RIGHT TIME DOING THE RIGHT THING
• LEARN SOMETHING NEW EVERY DAY
• COMPETE ONLY AGAINST YOURSELF
• STOP OVERTHINKING CUSTOMER SERVICE
• ASK YOURSELF THESE TWO CRITICAL QUESTIONS EVERY DAY
• FIND A WAY TO SAY YES EVEN WHEN THE ANSWER IS NO
• LOVE YOUR CRITICS
• CREATE YOUR DOS AND DON’TS OF SERVICE
• EXPLOIT YOUR CUSTOMER’S PAIN POINTS, BUT NEVER EXPLOIT YOUR CUSTOMERS
• DON’T BE ZAPPOS TO YOUR JACK WELCH CUSTOMERS
• MAKE YOUR CUSTOMER SERVICE A HUMAN INTERACTION
• MICROMANAGE EVERY DAY
• DO CUSTOMER SERVICE ON DAY ONE OF THE JOB
• BE THE WORST ON YOUR TEAM
• FORGET THE GOLDEN RULE
• MAP A CLEAR JOURNEY TO GREAT CUSTOMER SERVICE
• DO A 60-SECOND CUSTOMER EXPERIENCE EVALUATION
• DEVELOP 20/20 VISION FOR EXCEPTIONAL CUSTOMER SERVICE
• ACCEPT THAT YOU CAN’T PLEASE EVERYONE
• SEE YOURSELF AS A CUSTOMER SERVICE LEADER
• USE POSITIVE WORDS TO WIN CUSTOMERS
• LEARN TO DEAL WITH FULFILLMENT PROBLEMS
• REPEAT, REPEAT, REPEAT, AND THEN REPEAT AGAIN, WITH PURPOSE
• ELIMINATE THREE WORDS FROM YOUR VOCABULARY
• BE LOVABLE TO YOUR CUSTOMERS
• CURE YOURSELF OF THE “BETWEEN 11 AND 5” SYNDROME
• DON’T RUSH TECHNOLOGY TO FIX SERVICE PROBLEMS
• EMBRACE YOUR SERVICE IMPERFECTIONS
• CUSTOMERS ARE NOT ALWAYS RIGHT, BUT THEY ARE ALWAYS CUSTOMERS
• CHANGE HOW YOU THINK ABOUT CUSTOMER SERVICE
• REALLY GET TO KNOW YOUR CUSTOMERS
• TEACH YOUR PEOPLE TO ENGAGE WITH CUSTOMERS
• CREATE A MANIFESTO FOR SERVICE
• TAKE CARE OF EMPLOYEES SO THEY’LL TAKE CARE OF CUSTOMERS
• MAKE DATA-DRIVEN CUSTOMER DECISIONS AND TAKE PEOPLECENTRIC ACTION
• CUSTOMER EXPERIENCE IS MORE IMPORTANT THAN ADVERTISING
• MAKE CONSISTENCY A CRITICAL CUSTOMER METRIC
• MAKE SURE YOUR PEOPLE TAKE CARE OF THEMSELVES
• DISPEL CUSTOMERS’ FEAR OF CUSTOMER SERVICE
• LEARN HOW TO EARN YOUR CUSTOMER’S LOYALTY
• FORGET MISSION STATEMENTS; CREATE ACTION STATEMENTS
• GET THE CEO INTERACTING WITH CUSTOMERS
• LEARN TO OBSESS OVER CUSTOMERS
• DEFINE CUSTOMER FOCUS FOR YOUR COMPANY
• LET DATA DRIVE MORE INFORMED SERVICE
• FOCUS ON THE VALUE OF GREAT SERVICE EXPERIENCE
• MAKE CUSTOMER SERVICE A DAILY PRIORITY
• SHIFT FROM REACTIVE TO PROACTIVE SERVICE
• GET SOCIAL AND PERSONAL WITH CUSTOMERS
• STOP CREATING CONFLICTS FOR CUSTOMER SERVICE
• BUILD A CUSTOMER EXPERIENCE WONDER OF THE WORLD
• TRAIN EVEN WHEN THERE’S NO TIME TO TRAIN
• REMEMBER THE MOST IMPORTANT TEAM BUILDING HOUR OF THE DAY: LUNCH HOUR
• PROVIDE A REAL SERVICE TO YOUR CUSTOMERS
• DON’T JUST ANSWER THE PHONE; DO THE RIGHT THING
• TAKE A BREAK, WANDER AROUND, AND HAVE SOME FUN
• BE A FORCE FOR CHANGE
• KEEP YOUR CUSTOMER RELATIONSHIPS FRESH
• MASTER THE ART AND SCIENCE OF CUSTOMER EXPERIENCE
• OPTIMIZE YOUR DIGITAL EXPERIENCE
• GET TO KNOW A NEW CUSTOMER EVERY DAY
• START EVERY NEW EMPLOYEE IN CUSTOMER SERVICE
• ALLOW FOR RANDOM ACTS OF WOW
• GET A REALITY CHECK
• CREATE CUSTOMER EXPERIENCE DISRUPTION
• STOP MAKING RESOLUTIONS; START MAKING SERVICE BETTER TODAY