Amaze Every Customer Every Time
Table of Contents

When it comes to delivering truly Amazing customer service, everyone in your organization must step up and be a leader.  It doesn’t take a title. It takes being a role model for others to aspire to. In Amaze Every Customer Every Time, customer service expert and New York Times bestselling business author Shep Hyken offers 52 proven Amazement Tools that can transform your business into a seriously customer-focused operation … with a serious competitive edge.

CHAPTER ONE: Introduction to Amazement 1

CHAPTER TWO: The Case for Ace 15

CHAPTER THREE: People with the Passion to Serve –

CHAPTER FOUR: Operationalizing Helpful

CHAPTER FIVE: The Seven Amazement Principles

CHAPTER SIX: LEADERSHIP

  1. Act Like You Own the Place
  2. Trust
  3. Debrief on Both Misery and Magic
  4. Befriend the Competition
  5. Adapt or Die
  6. Know the Value of Your Customers
  7. Know What Drives Your Success
  8. You Can’t Be Good at Everything
  9. Play to Your Strengths

CHAPTER SEVEN: CULTURE 000

  1. To Be the Best Place to Buy, Be the Best Place to Work
  2. Don’t Take the Easy Way Out
  3. The Awesome Responsibility
  4. Defend the Culture
  5. Shift Your Vocabulary
  6. Adopt a Customer-First Mindset
  7. Celebrate Uniqueness
  8. Great Ideas Come From Everyone
  9. Consistency
  10. Tell the Story
  11. Be a Committed Learner
  12. Mentoring
  13. Starting Over

CHAPTER EIGHT: ONE-ON-ONE 

  1. It’s Showtime!
  2. Treat the Customers the Way They Want to Be Treated
  3. Focus on the Customer, Not the Money
  4. Manage the First Impression
  5. Engage!
  6. Ask the Extra Question
  7. One to Say Yes, Two to Say No
  8. Cross-Sell and Up-Sell
  9. Last Impressions
  10. Be Accountable
  11. The Customer Is Not Always Right
  12. Bounce Back
  13. Master the Art of Recovery
  14. Manage the Wait
  15. Avoid Loyalty Killers
  16. Seize the Moment!

CHAPTER NINE: THE COMPETITIVE EDGE 

  1. Own Your Mile
  2. Satisfaction Is a Rating, Loyalty Is an Emotion
  3. Be Easy to Do Business With
  4. Get First-Hand Experience
  5. Show Your Gratitude
  6. Don’t Leave Loyalty to Chance
  7. Do What Is Not Expected
  8. Deliver Amazing Follow-Up
  9. Stay in Touch
  10. Get Proactive

CHAPTER TEN: COMMUNITY 

  1. The Law of Reciprocity
  2. Do Local Well
  3. Loyalty Goes Both Ways
  4. Be Part of Something Bigger than Yourself

EPILOGUE: CREATE A DEMANDING CUSTOMER

FINAL WORDS

ACKNOWLEDGMENTS

INDEX

ABOUT THE AUTHOR 

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