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Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet Hardcover – September 3, 2013
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"At Zappos, we aim to deliver WOW through service. This book illustrates how important it is to WOW and AMAZE Every Customer Every Time!"
--Tony Hsieh, New York Times bestselling author of Delivering Happiness and CEO of Zappos.com, Inc.
"The message is clear and the lessons are simple. This book is a guide to creating customer loyalty, employee engagement and overall business success."
-- Horst Schulze, Former President of Ritz-Carlton Hotels and Chairman/CEO of Capella Hotel Group
"It is crystal clear from the onset that the book is not meant to be read. It is meant to be used. This is a how-to book which takes the reader on a compelling journey to the mountaintop of customer service, which Hyken refers to as Amazement."
-- Benjamin Ola Akande, Ph.D, Dean, Webster University, Walker School of Business & Technology
"As the franchisor of multiple concepts I recognize how important customer service is to the success of a business. This book provides the tools that are needed to create a level of customer service that is... Amazing!"
-- Dina Dwyer-Owens, Chairwoman and CEO of The Dwyer Group
"Amaze Every Customer Every Times gives you the why, what and how of amazing customer service. In this highly useful book, Hyken makes it easy to understand and deliver the kind of service that keeps customers coming back for more."
-- Mark Sanborn, bestselling author of The Fred Factor and You Don't Need a Title to be a Leader
About the Author
Shep Hyken, customer service and experience expert, is the founder and Chief Amazement Officer at Shepard Presentations, where he helps companies build loyal relationships with their customers and employees. His clients range from companies with fewer than fifty employees to corporate giants, such as AT&T, American Express, General Motors, IBM, Kraft, Marriott, Toyota, Verizon, and many more. Shep is a New York Times and Wall Street Journal bestselling author of Moments of Magic, The Loyal Customer, The Cult of the Customer and The Amazement Revolution. His articles have appeared in hundreds of publications. A prolific, award-winning speaker known for his content-rich, entertaining, and high-energy presentations, Shep has been inducted into the National Speakers Association's Hall of Fame for lifetime achievement. Learn more about Shep at Hyken.com. Follow on Twitter: @Hyken Like on Facebook: ShepHykenSpeaker Connect on LinkedIn: linkedin.com/in/ShepHyken Join on Google+: gplus.to/ShepHyken Watch on YouTube: YouTube.com/ShepHyken
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It's also important to remember that knowing is only part of the equation. Putting what you've learned "into action" is the other part. Provided, the company you work for lets you do exactly that. Working in the retail industry is a tough job, for anyone. I would have given this book a higher rating if I believed in half of what has been written, but the real truth is, you can't amaze every customer every time, it's just a plain fact. Customers are people like you and I. We have good days and bad days and there is a such thing as being too helpful, to the point of being annoying. The book doesn't talk about that. Customers or "guests" can only take so much. If you have 20 employee's seeking customers out, all day long, asking the magic question, customers end up getting a little peeved because they've been asked over and over by everyone, and may end up walking out.
The other thing is, people are creatures of habit. If you amaze a customer today, they normally expect you to do a better job tomorrow. I personally do not have a problem with this, but I see others ill prepared for these situations especially if it's something like the "lawn mower" story. "Well, you delivered the lawn mower for the neighbor and set it up, why can't you do the same for me?" These situations come up all the time and if you don't know how to handle them, you are not providing amazing service.
This book provides good tools owners and floor associates should be aware of, but it was mainly written for corporations to dream of what a perfect business model would look like.