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The Customer Service Revolution

Overthrow Conventional Business, Inspire Employees, and Change the World

By John R. DiJulius III
10-minute read
Audio available
The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World by John R. DiJulius III

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.

  • 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

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

Overthrow Conventional Business, Inspire Employees, and Change the World

By John R. DiJulius III
  • Read in 10 minutes
  • Audio & text available
  • Contains 6 key ideas
Upgrade to Premium Read or listen now
The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World by John R. DiJulius III
Synopsis

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.

Key idea 1 of 6

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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