World Class Service: The 6 Rules of Creating Exceptional Customer Experiences - Softcover

Opstal, Dennis ; Thomassen, Jean-Pierre

9789024463435: World Class Service: The 6 Rules of Creating Exceptional Customer Experiences

Softcover

ISBN 10: 9024463432 ISBN 13: 9789024463435

Publisher: Boom Juridische Uitgevers, 2023

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This book provides practical examples and guidance on how to provide excellent customer services.

Increasingly, organizations and businesses are faced with demanding customers. Customers tend to be better informed, more individualistic and highly critical, and less likely to accept bad or mediocre service or being told 'no'. Some industries are used to this type of customer, for example the high-end hospitality industry, and the luxury goods and services industries – 5-star hotels, expensive cars and jewelry. But now, other industries also find themselves dealing with such very demanding customers. This book shows you, the customer service representative, how to deal with these customers when saying 'no' is not an option.

Note that this book does not argue that you should be a doormat. Obviously, there are limits to customer centricity, and to what customers can or should expect. However, the authors do argue that you should roll out the red carpet, to ensure that the growing group of demanding customers receive World Class Service, and keep returning to your organization for more.

This book shows how you can service these critical customers. Six practical principles will improve your skills. Not the obvious tricks that display insincerity, but guidelines for authentic service. With practical examples you will get a grip on your strengths and improvement goals, and find the inspiration to strive for excellent customer service.

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About the Author

Dennis Opstal is a mechanical engineer, has been working in the car industry since 1995and is currently the Senior Manager After-Sales Europe for an exclusive car brand. Dennishas a passion for excellent customer experiences as a key distinguishing element fororganizations.
Jean-Pierre Thomassen is organizational advisor, lecturer at the University of Groningen and at business schools, and chairman of the Service Excellence Foundation. He previously wrote 15 books, on customer service and service excellence.

From the Back Cover

How do you provide exceptional service to demanding customers?

They're standing at your check-in desk, calling you on the phone, chatting with you online. Maybe they're seated in business class on your flight. Or eating at one of the tables you're waiting on. As a service employee, you encounter dozens or even hundreds of customers a day. Some of them are easygoing. With them, you can't go wrong. But some are demanding. They set the bar high and let you know it.

How should you serve these customers? Find out in this book. World-class service is like Olympic sports. Online forms, chatbots and protocols can be helpful, but ultimately it comes down to you, the one who provides personal service. You make all the difference. By giving the customer a warm welcome, by thinking in solutions instead of obstacles.

This book gives you six practical rules that will make you a champion in this sport. Not cheap tricks that customers can see right through, but guidelines for consistently great, authentic, meaningful service. Our real-life anecdotes and helpful rules of thumb will give you insight into your own strengths and weaknesses, and inspire you to strive for the best. So that you, too, can create exceptional customer experiences.

Dennis Opstal
is an engineer who has worked in the automotive industry (motorcycles and cars) since 1995. He is now Senior Manager After Sales Europe for an ultra-luxury car manufacturer.

Jean-Pierre Thomassen
is an organizational consultant, university lecturer and chairman of Stichting Service Excellence. He has written several books including Waardering door klanten, De Customer Delight Strategie, Service Excellence and Excelleren in Service.

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