Item description for Customer Astonishment: 10 Secrets to World-Class Customer Care by Darby Checketts...
Great customer relationships make the world go around. Customers give us the opportunity to apply our talents to serve them. Then, they transfer money from their bank accounts to ours so that we have the financial leverage to meet our goals. This simple, everyday economic interdependence is what business success, professional accountability, and personal prosperity are all about.
In today's competitive world, a satisfied customer is no longer enough. A satisfied customer is still shopping around until you provide that WOW experience and make that WOW connection that creates customer loyalty. To do so, you must move beyond mere customer service to the new world of Customer Astonishment. To astonish is "to strike with awe and wonder." Author Darby Checketts has spent the past 14 years preparing to show you how. You will learn the principles and methods to make these secrets work for you and your team.
Customer Astonishment: 10 Secrets to World-Class Customer Care explores colorful customer situations illustrating the "Power of WOW," which is needed to positively astonish those who depend on you. In turn, you will achieve your goals and prosper. This book represents the essence of what author Darby Checketts has learned and taught in customer relations, and it will help you set your own mark for world-class customer care.
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Est. Packaging Dimensions: Length: 0.5" Width: 6" Height: 8.75" Weight: 0.6 lbs.
Release Date Apr 30, 2006
Publisher Robert D. Reed Publishers
ISBN 1931741689 ISBN13 9781931741682
Availability 17 units. Availability accurate as of Mar 22, 2017 08:27.
Usually ships within one to two business days from La Vergne, TN.
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More About Darby Checketts
Darby Checketts is the president of Cornerstone Professional Development and the author of 12 books. His recent books are "Positive Conflict, Leverage, " and "Customer Astonishment". He has served over 300 client organizations in 25 countries. His website is www.newamericanprosperity.com.
Darby Checketts currently resides in the state of Arizona.
Reviews - What do customers think about Customer Astonishment: 10 Secrets to World-Class Customer Care?
Just When You Think You Know it All! Aug 27, 2008
What is "Customer Service?" What does this phrase really mean? For years, I thought I truly knew what it meant, and that I was doing a great job of delivering it to my customers. Then along came Darby Checketts' book, "Customer Astonishment - 10 Secrets to World Class Customer Care" and, "Wow", what an eye-opener! I realized it was not so much about delivering great customer service, but understanding how to create a service excellence culture within your organization, which involves the commitment and participation of every employee, no matter what their job title or function or position in the Company.
Every customer interaction is an opportunity to grow your business, and if you are not astonishing your customers internally and externally with each interaction, you're not quite there! Darby's book contains useful strategies written in plain language. The book is a sort of "how-to guide" with some pretty funny real life stories that inspire you to move from where you are to where you want to be. This book helps you look at what service excellence is and what you need to do to get there.
If you can no longer afford to deliver service that is just average, prepare to move to the next level and create a service excellence culture within your organization that will last for years to come. I highly recommend Darby Checketts - "10 Secrets to World Class Customer Care".
Stunningly Brain Numbing May 15, 2008
I "read" this book in hopes of having my thoughts enlightened in the area of customer astonishment, an area that I have been desperately trying to become accomplished in since my younger years as a lemonade salesman, and my unfortunate run-in with the law after I threw pure lemon juice into the eyes of a customer who tried to steal a cup without paying the requisite $.25 fee. His rabid cursing and accusations of me taking advantage of his citrus-sensitive pupil stuck with me for the rest of my life, and I hoped this book would help me achieve the customer service nirvana that I have been so diligently seeking.
However, I have the following critiques about the book: 1) There is no section as to how to talk to women, as they comprise of roughly half my customers, and I often lose their business when I ask them out to dinner and a fun night of Neon Bowling with my parents. 2) The little stories that Darvey (if that is his real name, DAVE) present in this book to exemplify his points are obviously made up and fictional, as I have not seen anybody gush about my customer service the way he did as outlined in his book. 3) I followed all the steps detailed in the book and found that in real-life scenario, I was still called names and that my job as a Dell phone operator was still ultimately not fulfilling at all - I have yet to feel any level of "astonishment" - instead I have felt quizzical, listless, and oftentimes gassy.
In other words, I would not Recommend this book.
A Painful but Informative Read May 1, 2008
If you can overlook Checkett's cheerleader narrative, shameless book plugs, and the lame (and seemingly desperate) attempts to develop catch phrases, then you will find a lot of very useful information concerning customer service. Checkett's does touch on the importance of technology, treating your employees as "internal customers", and it's relationship with customer service but I don't think the point was stressed enough. My guess is because it's an involved and alienating subject but nevertheless the information the book did provide was worth the painful read.
An Absolute Necessity for Any Business Owner to Read and Own! Aug 28, 2007
Darby Checketts hits a home run with this book, it's worth way more than the asking price. It's full of great examples, good advice, and step-by-step ways to achieve customer astonishment. This book would benefit anyone that owns, runs, or manages a business.
How to build a better mousetrap Mar 3, 2007
Reviewed by Olivera Baumgartner-Jackson for Reader Views (2/07)
Darby Checketts's "Customer Astonishment: 10 Secrets to World-Class Customer Care" is another of the many "how-to" books geared towards anybody dealing with customers; which in today's business world is nearly everybody. Most people would agree that it is relatively easy to get a new customer, but much more difficult to keep them - and that's where Checketts provides some very interesting and useful insights.
The book is divided into several sections, starting with an introduction and preview of the 10 secrets to world-class customer care. This is followed by the author's special note on how to use this book. Section I, which consists of the next five chapters, is entitled "Get Ready" and it sets the stage for Section II: 10 Secrets. Each of the secrets is illustrated with several examples, with the companies doing a great job being named and those that do not kept anonymous. Checketts helps us find our own path by providing examples, key words, catchy slogans and numerous questions to be asked of ourselves.
The last few chapters, Conclusion, Epilogue, Recommended Books and Appendix with the Additional Friendly Tips were some of the most powerful pages in the book as far as I am concerned. The final example of customer service that truly cares about the customer, described in the Epilogue, should be a must read for every entrepreneur.
Checketts clearly shows which factors are the deciding ones when it comes to gaining a customer's loyalty and he explains how any company, whether large or small, could achieve similar results with small, oftentimes extremely inexpensive changes. Numerous examples quoted in the books should give any company owner, manager or just an employee a great starting point for developing a similar winning strategy for their company. One of the points that Checketts stresses repeatedly is that EVERYBODY is responsible and everybody should own up to it. The "I just work here" attitude does not produce results. The success is only guaranteed when each and every person working for a company takes responsibility and shows initiative. Oftentimes the smallest changes could lead to the biggest shifts in customers' loyalty, as Checketts illustrates perfectly when describing a hotel where they washed his car's dirty windows for him and doing so, they saved him a trip to the nearest service station and gained a loyal customer.
Although the entire book reads a little bit like a cheerleader's manual, very "rah-rah, let's go..." I do have to admit that some of the ideas in it are quite valuable and they seem to be really easy to implement. The writing style is easier to take once you learn that Checketts is a motivational speaker. Although I did not find any radically different and novel ideas in it - maybe I've listened to too many motivational speakers already? - I would still recommend "Customer Astonishment" to anybody who is looking to improve their customer care. It has the potential to make your workplace happier and your company more successful.