If You're Curious About These Questions...
You should listen to this audiobook
- What if you could make price irrelevant by transforming every customer interaction into an unforgettable, world-class experience?
- Have you ever wondered what the secret is to building a vision-driven team that is genuinely obsessed with serving others?
- Are you curious about how the world’s most successful brands turn every point of contact into a powerful competitive advantage?
Listen to The Customer Service Revolution — Free Audiobook
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Key Takeaways from The Customer Service Revolution
- Discover how to develop "Service Aptitude" in your team by training them to anticipate customer needs before they even ask. Understand that this crucial skill is learned through deliberate instruction, not innate talent.
- Learn how to deliver an "epiphany experience" that fulfills needs customers never knew they had. Discover why implementing direct customer rating systems is essential for maintaining those buyers and identifying necessary employee training.
- Master subtle communication by eliminating "negative cues" from your vocabulary, body language, and company signage. Find out how simply rephrasing basic requests can make your customers feel welcomed and trusted.
- Understand how to unify your entire workforce by creating an empowering, memorable customer service vision statement. Learn to support this vision with three core pillars: service quality, customer treatment, and strategies for exceeding expectations.
- Ensure consistent, world-class service across all departments by implementing a "never and always" list. Discover how setting these clear behavioral ground rules empowers every employee to confidently provide solutions to customers.
Learning Tools
Reinforce what you learned from The Customer Service Revolution
Mind Map
The Customer Service Revolution
Service Aptitude
Anticipation
Development
Feedback & Maintenance
Customer Ratings
Communication & Cues
Eliminating Negative Cues
Vision & Motivation
Vision Statement
Three Supporting Pillars
Guidelines & Environment
Never and Always List
On and Off Stage
Quiz — Test Your Understanding
Question 1 of 6
According to the book, how do employees primarily acquire 'Service Aptitude'?
The Customer Service Revolution — Full Chapter Overview
Chapter 1: Recommendation
Chapter 2: Excellent service means giving customers what they need before they ever even ask.
Chapter 3: Strive to deliver customers a revolutionary experience, and then let them rate it!
Chapter 4: Avoid giving customers and employees negative cues to ensure you always leave a great impression.
Chapter 5: Craft a customer service vision statement to inspire and motivate your team.
Chapter 6: Maintain excellent customer service consistency by giving employees clear guidelines and the dedicated time and space to unwind.
The Customer Service Revolution Summary & Overview
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 Listen to 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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