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Define and Deliver Exceptional Customer Service: Proven Strategies to Maximize Your Profits
★★★★★ "One of the best books I have read on customer service!" - Reader Review
__________
Why do small businesses have such a difficult time surviving and thriving?
There are many reasons, but three of the top four reasons for small business failure What do these three reasons have in common?
They are all directly related to customer service.
Customer service has a massive influence on sales and cash flow. Customer service has a direct effect on the attitude and actions of the team running the business. Customer service has a direct impact on a business's competitive advantage.
I've used the ideas and principles in this book to build and run three very successful businesses. I've seen these principles transform my clients' businesses, helping them grow, and creating more remarkable success. I didn't write this book on what I've heard about; I wrote this book based on first-hand knowledge and after experiencing the incredible benefits of creating a service culture based business.
My goal in this book is to help businesses to go from surviving to thriving and from thriving to dominating!
This is accomplished by creating and enhancing customer service and developing a business's service culture and attitude.
This is not a book about customer service! This is a book about success!
It's about how to run and sustain a successful business. This book is not just for the companies that are struggling and are on the brink of closing. This book is also for successful companies that are doing well but could be doing even better. This book is for one-person operations or business with 1000's of employees. For the brick and mortar business to the digital business. It doesn't matter the business type because treating customers is the same for every business. You might be thinking this all sounds great, but can improving your customer service really make that big of an impact on a business? You don't have to take my word for it. All you have to do is look at some of the most successful businesses on the planet.
Companies such as Amazon, Southwest Airlines, Zappos, Apple, and Chick-fil-A have all been built on the foundation of exceptional customer service. What do you have to lose by reading this book? Nothing! As you read this book, my promise to you is you'll find simple strategies, ideas, and principles.
If you take action and implement them, you'll notice and see a significant change in your business success and the business's atmosphere. It'll be a happier, friendlier, and better place to work.
__________
Why do small businesses have such a difficult time surviving and thriving?
There are many reasons, but three of the top four reasons for small business failure What do these three reasons have in common?
They are all directly related to customer service.
Customer service has a massive influence on sales and cash flow. Customer service has a direct effect on the attitude and actions of the team running the business. Customer service has a direct impact on a business's competitive advantage.
I've used the ideas and principles in this book to build and run three very successful businesses. I've seen these principles transform my clients' businesses, helping them grow, and creating more remarkable success. I didn't write this book on what I've heard about; I wrote this book based on first-hand knowledge and after experiencing the incredible benefits of creating a service culture based business.
My goal in this book is to help businesses to go from surviving to thriving and from thriving to dominating!
This is accomplished by creating and enhancing customer service and developing a business's service culture and attitude.
This is not a book about customer service! This is a book about success!
It's about how to run and sustain a successful business. This book is not just for the companies that are struggling and are on the brink of closing. This book is also for successful companies that are doing well but could be doing even better. This book is for one-person operations or business with 1000's of employees. For the brick and mortar business to the digital business. It doesn't matter the business type because treating customers is the same for every business. You might be thinking this all sounds great, but can improving your customer service really make that big of an impact on a business? You don't have to take my word for it. All you have to do is look at some of the most successful businesses on the planet.
Companies such as Amazon, Southwest Airlines, Zappos, Apple, and Chick-fil-A have all been built on the foundation of exceptional customer service. What do you have to lose by reading this book? Nothing! As you read this book, my promise to you is you'll find simple strategies, ideas, and principles.
If you take action and implement them, you'll notice and see a significant change in your business success and the business's atmosphere. It'll be a happier, friendlier, and better place to work.
140 pages, Kindle Edition
Published January 2, 2021
18 people are currently reading
17 people want to read
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Displaying 1 - 7 of 7 reviews
June 13, 2022
The book is written by a random guy that had a chiropractic business for several years and he realized that customer service is important.
Thanks to this experience he thinks that he can write a book. As you expect the book is full of unsupported generic (very generic) ideas.
No concrete action plan, tactic, or framework can be taken from this book, it's all generic.
It was very easy to read because again, so generic.
Thanks to this experience he thinks that he can write a book. As you expect the book is full of unsupported generic (very generic) ideas.
No concrete action plan, tactic, or framework can be taken from this book, it's all generic.
It was very easy to read because again, so generic.
May 23, 2021
Great tools
I loved this amazing book. Dr. Kelly provides very good examples on how we could provide exceptional customer service based in his own experience. Though I am not working in the same area, his tips apply to any business. Thank you Dr. Kelly for this invaluable help. I am already using some of your suggestions adjusted to, my fields.
I loved this amazing book. Dr. Kelly provides very good examples on how we could provide exceptional customer service based in his own experience. Though I am not working in the same area, his tips apply to any business. Thank you Dr. Kelly for this invaluable help. I am already using some of your suggestions adjusted to, my fields.
November 28, 2022
Excellence in Heart for Service
Dr. Henry nails it when it comes to seeking out ways, developing, and delivering exceptional customer service. A good read with a great message on how anyone can improve the service they provide to others. He conveys a heart for service and a clear message that we should each work hard toward making someone else’s day.
Dr. Henry nails it when it comes to seeking out ways, developing, and delivering exceptional customer service. A good read with a great message on how anyone can improve the service they provide to others. He conveys a heart for service and a clear message that we should each work hard toward making someone else’s day.
January 24, 2022
great book
I liked it because it taught me everything I needed to know to be a successful success coach. Thank you
I liked it because it taught me everything I needed to know to be a successful success coach. Thank you
September 21, 2024
Required for work. Better than most but nothing new here.
October 20, 2021
Overview:
Businesses need to be competitive. Customer service provides many of the business needs of revenue, effective teamwork, and a competitive advantage. It is a philosophy and culture that facilitates actions and attitudes of a service business that allows businesses to flourish. It takes little to provide great customer service, and as a reward the customer will be committed to the business. Customers who get a great experience refer others, thereby increasing sales. The focus of the business should be to make customers happy and solve their problems. Businesses need to strive to consistently treat customers with respect and to make them feel appreciated. Customers tend to stick with companies which provide great customer service.
Attracting new customers might be important which is why business focus on it, but they do not spend much on retaining customers which is important as well. Attracting new customers is needed when businesses cannot retain their current customers. The constant need for new customers is a major source of stress. Heavy marketing is needed when customer service is poor. The cost of marketing can be reduced, while increasing revenue by retaining more customers. Acquiring new customers is more expensive than retaining current ones.
Customer service depends on how the customers are treated. To be treated with friendliness no matter the state of the customer. What is needed is to make them feel important. Making bonds with customers causes the customer to stick to the business, as it would take a lot more energy to forge new bonds with other businesses.
Claiming great customer service is not the same as actually having it. What matters about customer service is how the customer perceives it, not anyone else. To accomplish great customer service requires it to be done consistently in thought and effort. Inconsistent customer service is frustrating and confusing.
Firms need a product that others want. But customers are willing to pay more for products if they are provided with great service. Customers do talk about the business, which can be influenced by the kind of customer service they receive. Customer communicate to business their perspective, but to some it may sound like complaining. Customer, and former customers, are a great source of potential improvements. Knowing what not to do is important, as it is the negative experiences that tend to be remembered.
Even if it is a customer who has caused a problem, businesses need to keep their composure to keep a relationship with the customer. With problems, most customers want to be properly compensated for the trouble and will make reasonable demands, although some will take advantage of the situation.
It is difficult for employees to provide great customer service if they are being treated harshly. Employees tend to treat the customers the way they are treated by the employers. Treating employees well transforms the work environment. Resulting in enjoying their work, being more fulfilled, and with much less unneeded stress. Employees end up having to want to work, will be willing to do more to help the business, and will be better able to handle customers.
Problems?
The book is easy to read and highlights the importance and impact of customer service. Useful guide not just for business, but for personal relations and government. But it makes customer service feel like a panacea. Customer service is seemingly undervalued, and even though customer service is extremely important, it does not mean it will solve all business problems.
Customer service is an advantage when compared to other businesses that do not have good customer service. But business tend to provide better products and services because of competition, which customer service is a part of the whole product. It may be that customers expect poor customer service, but as more business provide better customer service, customer will expect it to be the norm.
The basic claim of customer service is to smile and be supportive of customer wants. Although the author does state that it needs to be done in a non-creepy manner, but the problem is that the emotions being projected are not necessarily appropriate for the context. Smiling and having an uplifting attitude can be very wrong giving a different context. Treating the customer appropriately requires a more diverse emotional tool kit.
There are ideas that can be misused by not so scrupulous businesses. As it is perception of the business that matters, business can potentially harm their customer without customers knowing by the way the business communicates. Communicating in a way to avoid highlighting the potential hazard. When problems do arise, the manner in which a business communicates its problems can deflect or appear to be in the right.
Businesses need to be competitive. Customer service provides many of the business needs of revenue, effective teamwork, and a competitive advantage. It is a philosophy and culture that facilitates actions and attitudes of a service business that allows businesses to flourish. It takes little to provide great customer service, and as a reward the customer will be committed to the business. Customers who get a great experience refer others, thereby increasing sales. The focus of the business should be to make customers happy and solve their problems. Businesses need to strive to consistently treat customers with respect and to make them feel appreciated. Customers tend to stick with companies which provide great customer service.
Attracting new customers might be important which is why business focus on it, but they do not spend much on retaining customers which is important as well. Attracting new customers is needed when businesses cannot retain their current customers. The constant need for new customers is a major source of stress. Heavy marketing is needed when customer service is poor. The cost of marketing can be reduced, while increasing revenue by retaining more customers. Acquiring new customers is more expensive than retaining current ones.
Customer service depends on how the customers are treated. To be treated with friendliness no matter the state of the customer. What is needed is to make them feel important. Making bonds with customers causes the customer to stick to the business, as it would take a lot more energy to forge new bonds with other businesses.
Claiming great customer service is not the same as actually having it. What matters about customer service is how the customer perceives it, not anyone else. To accomplish great customer service requires it to be done consistently in thought and effort. Inconsistent customer service is frustrating and confusing.
Firms need a product that others want. But customers are willing to pay more for products if they are provided with great service. Customers do talk about the business, which can be influenced by the kind of customer service they receive. Customer communicate to business their perspective, but to some it may sound like complaining. Customer, and former customers, are a great source of potential improvements. Knowing what not to do is important, as it is the negative experiences that tend to be remembered.
Even if it is a customer who has caused a problem, businesses need to keep their composure to keep a relationship with the customer. With problems, most customers want to be properly compensated for the trouble and will make reasonable demands, although some will take advantage of the situation.
It is difficult for employees to provide great customer service if they are being treated harshly. Employees tend to treat the customers the way they are treated by the employers. Treating employees well transforms the work environment. Resulting in enjoying their work, being more fulfilled, and with much less unneeded stress. Employees end up having to want to work, will be willing to do more to help the business, and will be better able to handle customers.
Problems?
The book is easy to read and highlights the importance and impact of customer service. Useful guide not just for business, but for personal relations and government. But it makes customer service feel like a panacea. Customer service is seemingly undervalued, and even though customer service is extremely important, it does not mean it will solve all business problems.
Customer service is an advantage when compared to other businesses that do not have good customer service. But business tend to provide better products and services because of competition, which customer service is a part of the whole product. It may be that customers expect poor customer service, but as more business provide better customer service, customer will expect it to be the norm.
The basic claim of customer service is to smile and be supportive of customer wants. Although the author does state that it needs to be done in a non-creepy manner, but the problem is that the emotions being projected are not necessarily appropriate for the context. Smiling and having an uplifting attitude can be very wrong giving a different context. Treating the customer appropriately requires a more diverse emotional tool kit.
There are ideas that can be misused by not so scrupulous businesses. As it is perception of the business that matters, business can potentially harm their customer without customers knowing by the way the business communicates. Communicating in a way to avoid highlighting the potential hazard. When problems do arise, the manner in which a business communicates its problems can deflect or appear to be in the right.
March 10, 2021
Concise business advice that you can use immediately.
This book provides the user with easy to implement strategies to improve your customers experience. The author uses everyday experiences to highlight the importance of great customer service. A must have resource for small business owners.
This book provides the user with easy to implement strategies to improve your customers experience. The author uses everyday experiences to highlight the importance of great customer service. A must have resource for small business owners.
Displaying 1 - 7 of 7 reviews