The empathy alone is already a great gift and an indispensable skill to maintain relationships healthy and enjoyable. However, when it comes to serve people, if you combine empathy with an eager-to-help attitude, a constant enhancement desire and the ability to understand that each context requires a specific measure and tactic, well, then you have the most powerful toolbox to provide a sensational customer experience.
Lee Cockerell used a topic structure to write this masterpiece. It is a guideline to understand the best techniques and how to act in almost every possible situation regarding customer relationship. He uses an interesting approach, comparing some situations where he was the customer and others where he was the person responsible for serving people. For his customer experiences he uses examples where he was completely happy and times where he decided to never make business with that company again. This contrast makes it easier to notice quality standards and what the customers usually expect.
The book highlight is the variety of people who can apply those rules. It was written in a way that can help everyone improve the relationship with the customers, no matter the position or job. Nevertheless, he alerts us about every employee’s importance when it comes to providing a great customer experience, especially for the sake of the whole company, since this is a crucial factor for any business to succeed.
Some of the tips he gives encourage us to take care of our appearance and attitude, take training very seriously, never argue with a customer regardless of what happens, use creativeness, watch closely and copy good example set from others.
Other important aspect of this book is how Lee teaches us to turn a scenario, apparently lost, into one where everyone is happy and satisfied, a win-win situation in other words. If you maintain the control, it is possible to turn an unhappy customer into a faithful fan that will promote the company and bring some more clients.
By the simple fact of reading this book, understanding it deeply and being committed to apply all these rules I feel myself a much prepared person to deal in the best way possible with anything that may confront me in my business life when it come to relationships.