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Service Magic The Art of Amazing Your Customers 1st Edition by Chip Bell, Ron Zemke ISBN 0793164672 9780793164677

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Service Magic The Art of Amazing Your Customers Chip Bell Digital Instant Download

Author(s): Chip Bell, Ron Zemke
ISBN(s): 9780793164677, 0793164672
Edition: illustrated edition
File Details: PDF, 1.71 MB
Year: 2003
Language: english
SKU: EB-1399738 Category: Tags: ,

Service Magic The Art of Amazing Your Customers 1st Edition by Chip Bell, Ron Zemke – Ebook PDF Instant Download/Delivery: 0793164672, 9780793164677
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Product details:

ISBN 10: 0793164672 
ISBN 13: 9780793164677
Author: Chip Bell, Ron Zemke

Like stage magic, service magic is made up of more than tricks, hocus-pocus and bravado. Service magic is an art and depends on developing customer rapport, excellent timing, and hours of practice. This guide uses examples from diverse industries to reveal inventive approaches to customer service. Using new models for creating customer delight, this work shares a conjurer’s trunk of ideas for sweeping away the mundane and creating customer experiences that will leave customers delighted and charmed. Readers will learn about the magic building customer service strategies at play in industries such as hospitality (how Marriott, Ritz-Carlton Hotels, Hotel Monaco, Old Faithful Inn, and Radisson have performed service magic for retaining guests), financial services, health care, retail, and entertainment (Universal Studios, Disney World Resorts, All Outdoor White Water Rafting, and the St Paul Saints have all captured the hearts and souls of customers through the magic of service).

Service Magic The Art of Amazing Your Customers 1st Table of contents:

  • Chapter 1: Creating a Culture of Service Excellence

    • Building a customer-centric organizational culture.
    • How leadership and employee engagement influence service.
    • Developing core values that prioritize customer satisfaction and delight.

  • Chapter 2: Understanding Your Customer’s Expectations

    • The psychology of customers and what they truly want.
    • How to assess and manage customer expectations.
    • Creating customer personas and using feedback to improve service.

  • Chapter 3: The Magic of First Impressions

    • The impact of initial interactions on customer satisfaction.
    • Best practices for greeting and engaging customers.
    • Techniques for setting the tone for a great customer experience.

  • Chapter 4: The Power of Personalization

    • Tailoring services to individual customer needs and preferences.
    • The role of personalization in building lasting relationships.
    • Using customer data to provide customized solutions and experiences.

  • Chapter 5: Anticipating Customer Needs

    • The art of “reading” customers and knowing what they need before they ask.
    • Techniques for proactive customer service.
    • Going above and beyond to surprise and delight customers.

  • Chapter 6: Handling Complaints and Difficult Situations

    • Turning negative experiences into positive ones.
    • Conflict resolution strategies for difficult customers.
    • How to transform complaints into opportunities for improvement.

  • Chapter 7: Empowering Employees to Deliver Magic

    • Training and empowering front-line employees to solve problems creatively.
    • The importance of autonomy in customer service roles.
    • Encouraging employees to take ownership of customer experiences.

  • Chapter 8: Consistency Across Touchpoints

    • Ensuring a seamless service experience across all channels and interactions.
    • The role of technology and automation in delivering consistent service.
    • How to maintain quality and consistency in a growing business.

  • Chapter 9: Surprising Your Customers

    • Examples of “wow” moments and unexpected service touches.
    • How to create lasting memories for customers.
    • Encouraging customers to become loyal advocates.

  • Chapter 10: Measuring and Sustaining Service Magic

    • How to track and measure customer satisfaction and service quality.
    • Using feedback loops to continuously improve the service experience.
    • Long-term strategies for maintaining high service standards.

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Tags:

Chip Bell,Ron Zemke,Magic,Art,Customers