The Customer Service Revolution Book Summary - The Customer Service Revolution Book explained in key points
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The Customer Service Revolution summary

John R. DiJulius III

Overthrow Conventional Business, Inspire Employees, and Change the World

4.4 (64 ratings)
11 mins

Brief summary

The Customer Service Revolution by John R. DiJulius III explores the importance of providing excellent customer service and shares strategies to transform businesses into customer-focused organizations.

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    The Customer Service Revolution
    Summary of 6 key ideas

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    Great customer service is giving the customer what they need before they ask.

    Got those friends that seem to know what you’re going to say before you say it? Chances are they’d be customer service naturals. Service Aptitude is the ability to anticipate your customer’s every wish before they recognize it themselves. This allows you to exceed customer expectations: a mark of top-quality service.

    Service Aptitude is a key skill, no doubt. But we're not born with it – it comes from experience. Some of us were lucky enough to have had hospitality experience growing up in a family business. Otherwise, we gain our Service Aptitude through work experience.

    Every employee has had different experiences with previous employers, which means different expectations of what good customer service entails. So, the owner of a restaurant shouldn’t get angry with a new waitress for failing to deliver the service he expects.

    Rather, he should remember that she simply might not know any better. This new waitress would do well to work alongside an experienced coworker, so she can learn what the restaurant’s expectations are and build her Service Aptitude.

    Great customer service isn’t the sole responsibility of your employees. You have to outline the features of good customer service that you expect. To put it in catchier terms: you need to know how to rock a customer’s world. This is what we’ll learn in the following blinks.

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    Key ideas in The Customer Service Revolution

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    What is The Customer Service Revolution about?

    The Customer Service Revolution (2015) reveals the real secrets of brilliant customer service. These blinks provide a practical guide for taking your customer service to the next level, helping to create an extraordinary experience for your customers and forge an enthusiastic vision-driven workforce.

    The Customer Service Revolution Review

    The Customer Service Revolution (2015) by John R. DiJulius III is a book that explores how exceptional customer service can transform businesses and create loyal customers. Here is why this book is worth reading:

    • It provides practical strategies and actionable advice that can be implemented to improve customer service and create a competitive advantage.
    • With real-life case studies and success stories, the book showcases the power of extraordinary customer experiences in driving growth and profitability.
    • By emphasizing the importance of a customer-centric culture and empowering employees to deliver exceptional service, it offers a refreshing perspective on building long-term customer relationships.

    Who should read The Customer Service Revolution?

    • Managers who want to boost their team’s customer service
    • Employees looking to improve their people skills
    • Leaders curious about why customer service is so important

    About the Author

    John DiJulius is the founder and owner of John Robert’s Spa, one of the top 20 spa salons in America. He is also the president of The DiJulius Group, a customer service consulting group whose clients include successful companies like Starbucks, Lexus and Nestlé.

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    The Customer Service Revolution FAQs 

    What is the main message of The Customer Service Revolution?

    The main message of The Customer Service Revolution is the importance of exceptional customer service in today's business world.

    How long does it take to read The Customer Service Revolution?

    The reading time for The Customer Service Revolution varies depending on the reader's speed. However, the Blinkist summary can be read in just 15 minutes.

    Is The Customer Service Revolution a good book? Is it worth reading?

    The Customer Service Revolution is a valuable read for anyone interested in improving customer service. It offers practical insights and strategies for delivering exceptional experiences.

    Who is the author of The Customer Service Revolution?

    The author of The Customer Service Revolution is John R. DiJulius III.

    What to read after The Customer Service Revolution?

    If you're wondering what to read next after The Customer Service Revolution, here are some recommendations we suggest:
    • Legendary Service by Ken Blanchard
    • Never Lose A Customer Again by Joey Coleman
    • Be Our Guest by Disney Institute and Theodore Kinni
    • Customer WinBack by Jill Griffin and Michael W. Lowenstein
    • How to Talk to Anyone by Leil Lowndes
    • Epic Content Marketing by Joe Pulizzi
    • Uncommon Service by Frances Frei & Anne Morriss
    • A Random Walk Down Wall Street by Burton G. Malkiel
    • Zombie Loyalists by Peter Shankman
    • Be Here Now by Ram Dass