The Library Link
 Great Books About Business With Just A Click

Your link to success begins at the library. Each week in "In The Know," 
  you to a business book or magazine that will inspire, teach, inform, or elevate you, professionally and personally. This week:

Delight Your Customers:
7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary
by Steve Curtin

Great customer service is rare. In fact, one survey found that while 80 percent of companies described themselves as delivering "superior" service, consumers estimated the number at a mere 8 percent. The problem, according to service expert Steve Curtin, is actually quite simple. When asked what their work entails, most employees list the duties and tasks associated with their position. Very few refer to the true essence of their job, which should be their highest priority -- to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others. Without this customer focus, all that exists is a transaction - and transactional service does not make a lasting positive impression or inspire loyalty.

View this book by clicking here .