Leaders Love Company

There are several truths that are common to all exceptional customer service experiences and certain behaviors that, when performed by employees, truly elevate the customer service experience. My guest today is customer enthusiast, speaker, and a former 20-year Marriott International employee, Steve Curtin. Steve joins us to discuss these common truths and behaviors that are present in all exceptional customer service experiences. We discuss Steve’s book, Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary.  What You'll Learn in this Episode: Why employees consistently perform their job functions but inconsistently perform tasks for which there is little to no reward Every job is made up of two parts: job function and job essence. What are these two?  How you can hire and ensure that job essence requirements are communicated properly Why it’s important for employers to validate and inspect job essence in order to convey its importance to employees The three tru