Raising Your Customer Service from Ordinary to Extraordinary: Q&A with Steve Curtin

Raising Your Customer Service from Ordinary to Extraordinary: Q&A with Steve Curtin

January 15, 2014
Raising Your Customer Service from Ordinary to Extraordinary: Q&A with Steve Curtin

Customer enthusiast and author (Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary) Steve Curtin joined Zendesk for a webinar on January 28th to explore not only how your team can make the customer experience better, but ways to make these changes stick.

To get ready for the event, we talked with Steve about what really moves the needle when it comes to providing exceptional customer service.

In your upcoming webinar, you’ll share how to make exceptional service such an integral part of your operations that it occurs consistently and reliably. What should managers look for in customer service candidates to ensure their growing team continues to delight their customers?

It’s common for managers who are hiring to fill entry-level positions within the hospitality/service industries to seek job candidates who may lack industry experience, but display a positive attitude. One popular saying is, “Hire for attitude and teach the rest.” In addition to screening for positivity, it’s important to screen for initiative—one’s readiness and ability to initiate action. If you believe, as I do, that service is a verb, then initiative may be the single most important attribute for a customer-facing employee to possess.

Your book, Delight Your Customers, talks about doing the little things to show customers that they matter and their business is valued, and explains that the difference between ordinary and extraordinary is that little something “extra.” Have you experienced this lately as a customer yourself?

Recently, as a local independent coffee shop barista served my double espresso, she pleasantly surprised me by pairing it with a complimentary 4-oz. glass of chilled sparkling water, saying with a smile, “Here. This will cleanse your palate.” It’s a little thing that, obviously, made a lasting positive impression on me.

What’s your customer service spirit animal?
I’ve never been asked that question before. Mmm… Probably a Labrador Retriever because they make such great service dogs and, like all canine breeds, do not judge their “customers.” Full disclosure: My family brought home a Labradoodle named Nugget on Dec. 26th.

Watch our recorded Zen Master webinar with Steve Curtin: Delight Your Customers: 7 Simple Ways to Raise Your Customer Experience from Ordinary to Extraordinary

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