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Delight Your Customers by Steve Curtin

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9

From ordinary to Extraordinary

To get from ordinary to extraordinary, you have to do something different. Business as usual produces the usual results: transactional customer service delivered by indifferent, uninspired employees. There are far too many companies with reputations for providing ordinary customer service (or worse) and far too many employees who are content to uphold the status quo, refusing to go out of their way in the service of others and treating each customer like the last customer.

In Chapter 1, I made the point that the reason you and I as customers inconsistently receive exceptional customer service is because it’s voluntary. It’s true. In order for anything to be made exceptional, it requires taking the initiative to ...

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