Delight Your Customers


Delight Your Customers reveals three truths common to all exceptional customer service experiences and presents seven behaviors that, when demonstrated by employees, distinguish extraordinary customer service from the ordinary transactional customer service to which consumers have become accustomed. Illustrated with real-world stories and more than 200 examples from a variety of industries, this book is a resource that will help readers everywhere take their customer service from ordinary to extraordinary.


Ways for employees to demonstrate exceptional customer service:

  • Express genuine interest
  • Offer sincere and specific compliments
  • Share unique knowledge
  • Convey authentic enthusiasm
  • Use appropriate humor
  • Provide pleasant surprises
  • Deliver service heroics
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