Delight Your Customers

What passes for good service is often simply ordinary service, with each customer treated exactly the same as the previous one. Customers receive little acknowledgement or appreciation as workers perform their tasks and move on to the next person in line. According to Steve Curtin in Delight Your Customers, this happens because organizations and their employees emphasize the mundane job functions of service work when they should instead be focusing on the true essence of the job: giving customers the best experience possible. By focusing on job essence, enterprises can empower employees to elevate overall customer service skills.