MASTER CLASS

CHARM SCHOOL

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

By Steve Curtin (Amacom), $17.95

Employees who display “a sense of urgency inspire confidence in customers,” Curtin writes. They use the phrases “absolutely” and “right away.” p44

Recommend competitors’ better deals. “It demonstrates an attitude of abundance carried over to store management,” he writes. p84

Play to your workers’ passions. “A hardware store employee who’s [into] carpentry can apply enthusiasm when advising customers,” he writes. p96

Add jokes in “packaging and routine processes,” like Whole Foods wrapping a fish in fake newspaper that reads: “Whole Foods Market Pleads Guilty to Seafood Discrimination.” p116

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