6.5. SUMMARY OF KEY POINTS
Great customer service is a foundation of building a truly great company.
Take everything else you've learned in this book, and focus intensely on listening to the customer and delivering consistently superior customer service.
Four key principles lead to business success: show up on time, keep your promises, be extremely polite, and give a little bit more than is expected.
Superior customer service can drive as much as an 85 to 104 percent increase in your profitability.
The most important customer expectations for great service are reliability, professionalism, empathy, responsiveness, and ambience.
Hire for attitude; train for skills.
Determine your organization's moments of truth, and ensure that those critical customer ...
Get Awesomely Simple: Essential Business Strategies for Turning Ideas Into Action now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
