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Blink 3 of 8 - The 5 AM Club
by Robin Sharma
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The Customer Service Revolution summary
John R. DiJulius III
Overthrow Conventional Business, Inspire Employees, and Change the World
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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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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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.
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
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