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The Service Pro: Creating Better, Faster, and Different Customer Experiences by Josh Stroup, Rick Tate

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Chapter 5

Wow! … Beyond the Basics

Nobody goes there anymore…it’s too crowded.

– Yogi (again!)

What does it take to “wow” customers? As we’ve said … the first step is to be Brilliant at the Basics. Once accomplished, the Pro knows that it is up to people to sense those situations when customers really need something special or unique. Wowing the customer is entirely dependent upon people who will take the initiative to look for opportunities to impress customers.

In many instances these indicators—eye contact or avoidance, smiles or frowns, offers to help or refusing to take notice, initiative or passivity—tell customers whether they are an interruption or a bother. We’ve heard of people employed in the medical industry who complain about patients, ...

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