Great companies distinguish themselves from the competition by providing their customers with something truly special, something beyond price point that can't be duplicated: unique, outstanding customer service experiences.Win the Customer cuts right to the chase, giving readers practical, powerful techniques for energizing the way they interact with the people who drive their business. Filled with examples and inspiration, the book shows readers how to:Align the business around a customer service missionMake every employee a customer service agentCreate an environment in which exceptional service experiences can happenHumanize customer service, virtually and in personFind a way to say "yes" even when the answer is "no"Ask fewer questions--and provide more answersUse words that win customersEmpower employees to find innovative solutionsLearn from your criticsExploit your customer's pain points, but never the customerAllow for random acts of WOW--they're often the most memorableAnd much moreWhen it comes to service, satisfaction is a short-sighted goal. Follow the simple rules in this book and transform ordinary customers into lifelong fans.