The Customer Service Revolution | John R. DiJulius

Summary of: The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World
By: John R. DiJulius


Embark on a journey to revolutionize your customer service with the insightful lessons from John R. DiJulius’ book ‘The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World’. The summary examines how mastering Service Aptitude can help you exceed customer expectations and the importance of creating an epiphany experience for gaining customers. Moreover, it delves into the impact of negative cues on customer impressions, the power of a clear and engaging vision statement, and the value of implementing a never and always list for employees, all aimed at fostering exceptional customer service.

Excellence in Customer Service

Customer service excellence is achieved through Service Aptitude, which allows employees to anticipate a customer’s every need before they can verbalize it. This ability comes from experience, not being born with it. Each employee has had different experiences with previous employers, resulting in varying expectations of what good customer service should look like. Employers should train new employees and teach them the company’s expectations. However, it’s also the employer’s responsibility to outline the elements of excellent customer service and provide the necessary tools to their employees. In the following sections, we’ll explore how to exceed customer expectations and achieve a top-quality service that rocks the customer’s world.

The Power of Epiphany in Business

The iPhone creator Steve Jobs used an epiphany experience to fulfill a need that customers never knew existed. By seeking out gaps in the market, businesses can discover hidden needs and create products to gain customers. However, maintaining customer satisfaction is critical in business success. Online megastore Zappos incorporates customer ratings to improve their service. Customers can talk to a customer service agent and evaluate them based on a 100-point scale, and agents who get fewer than 50 points receive extra training. To succeed in business, companies must seek out new ways to fulfill their customers’ needs and ensure customer satisfaction through constant improvement.

The Power of Negative Cues

The way we communicate can make or break a customer experience. Negative cues, such as defensive body language or condescending behavior towards employees, can leave negative impressions on customers. Even something as simple as the language used on a sign can affect how a customer perceives a business. By being aware of negative cues and avoiding them, businesses can improve their communication and build better relationships with customers. For instance, a receptionist’s choice of words can affect how a customer perceives them. By using positive language, such as “update” or “confirm,” instead of “verify,” a customer can feel more welcome and trusted. The same principle applies to how businesses treat their employees. By being respectful and supportive, businesses can avoid giving negative cues that ultimately affect the customer’s experience.

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