Three Simple Ways to Elevate Your Customer Service with Steve Curtin [LLC 030]

July 9, 2018

There are several truths that are common to all exceptional customer service experiences and certain behaviors that, when performed by employees, truly elevate the customer service experience.

My guest today is customer enthusiast, speaker, and a former 20-year Marriott International employee, Steve Curtin. Steve joins us to discuss these common truths and behaviors that are present in all exceptional customer service experiences. We discuss Steve’s book, Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary. 

What You'll Learn in this Episode:

• Why employees consistently perform their job functions but inconsistently perform tasks for which there is little to no reward
• Every job is made up of two parts: job function and job essence. What are these two? 
• How you can hire and ensure that job essence requirements are communicated properly
• Why it’s important for employers to validate and inspect job essence in order to convey its importance to employees
• The three truths of exceptional customer service
• Why most employers are happy with their employees being competent but why great leaders ensure that their employees know why they’re doing what they’re doing
• 3 simple ways to enhance and elevate the customer experience
• The importance of expressing genuine interest in your customers when delivering your product or service
• The effect of unexpected surprises on lasting impressions
• How do you deliver service heroics?
• What the best way to interact with customers is and solicit feedback in order to improve
• If you’re a smaller business with a smaller clientele base, how can you solicit feedback?

Contact Information:

www.stevecurtin.com

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