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Publisher's Summary

Great companies distinguish themselves from the competition by providing their customers with something truly special, something beyond price point that can't be duplicated: unique, outstanding customer service experiences.

Win the Customer cuts right to the chase, giving listeners practical, powerful techniques for energizing the way they interact with the people who drive their business. Filled with examples and inspiration, the book shows listeners 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
  • Find a way to say yes even when the answer is no
  • Ask fewer questions - and provide more answers
  • Use words that win customers
  • Empower employees to find innovative solutions
  • Learn from your critics
  • Exploit your customer's pain points but never the customer
  • Allow for random acts of wow - they're often the most memorable
  • And much more

When it comes to service, satisfaction is a short-sighted goal. Follow the simple rules in this book and transform ordinary customers into lifelong fans.

©2015 Flavio Martins (P)2015 Gildan Media LLC

Critic Reviews

"If you have been waiting for a resource that will give everyone in your organization the tools necessary to earn the loyalty and advocacy of your customers, wait no longer. Win the Customer is a practical, approachable tool kit for frontline staff, managers, and senior leaders - inspiring, pragmatic and a must-read for anyone who wants to make a difference in the lives of those they serve." (Joseph Michelli, New York Times best-selling author of Leading the Starbucks Way, The New Gold Standard, and The Zappos Experience)

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