Featured Product
This Week in Quality Digest Live

More Videos

Customer Care Features
Participative Relationships: Co-Creating the Experience With Customers
Annette Franz
Sharing roles in CX can provide dividends for both customer and proprietor
Benefits of Workflow Automation in B2B Ecommerce
Yoav Kutner
Let salespeople spend more time on customer service, market research, and competitor analysis
Eight Powerful Questions You Should Ask Before Stakeholder Engagement
Gleb Tsipursky
Effective engagement can foster productivity and stronger financials
Give Customers Exactly What They Need: Building the Perfect Buying Profile
Nate Burke
Leverage AI to meet customer needs, create more effective marketing campaigns, increase online sales
The Season of Customer Imagination
Innovating Service With Chip Bell
When customers release their imagination to resolve a problem, everyone benefits

More Features

Customer Care News
Study Finds Quality Shifting From Operational Compliance to Strategic Business Driver
Good quality is adding an average of 11 percent to organizations’ revenue growth
Restaurants Lose Customer Satisfaction to Fast Food
Chick-fil-A leads; Chipotle Mexican Grill stabilizes
New Customer Satisfaction Results for Utilities, Healthcare, Consumer Shipping
Consolidated Edison posts large gain; patient satisfaction is stable
Ford Suppliers Showcase Environmentally Friendly Manufacturing
Partnership for a Cleaner Environment (PACE) program has grown to more than 40 suppliers in 40 countries
ACSI: Retailers Improve Customer Satisfaction Amid Store Closings
Trader Joe’s tops supermarkets; Home Depot overtakes Lowe’s
ACSI: Higher Satisfaction for Nondurable Goods and Everyday Items
TVs and video players lead the pack, with internet services at the bottom
Ethics Requirements Now Included in Global Automotive Quality Standard
AIAG’s director of corporate responsibility comments on impact of new ethics language in upcoming IATF 16949
ACSI: Car Buyer Satisfaction Rises
Good news for Detroit
Effective Use of Social Media
The Baldrige Criteria for Performance Excellence can help

More News

AMACOM

Customer Care

Win the Customer

70 simple rules for sensational service

Published: Thursday, November 19, 2015 - 13:05

(AMACOM: New York) -- 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 (AMACOM, 2015) cuts right to the chase, giving readers practical, powerful techniques for energizing the way they interact with the people who drive their business. Filled with examples and inspiration, the book shows readers 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

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.

Discuss

About The Author

AMACOM’s picture

AMACOM

AMACOM is the book publishing division of the American Management Association. AMACOM publishes nonfiction books on business, management, leadership, HR, training, communications, career growth, personal development, marketing, sales, customer service, project management, and finance. AMACOM’s editorial, production, sales, and marketing departments are based in New York, New York.