Customer-Service DNA Book Aims to Transform Businesses' Service and Boost Customer Retention

Customer service is a vital part of almost every business’s everyday activities, yet some companies lose sight of its importance: to keep your clients happy and willing to come back, they need to be treated right. What does this mean? Regardless of the industry businesses operate within, they need to provide customers with respectful, dedicated service to build solid lasting relationships – being rude to clients, making them feel as if they’re of no value, will only chase them away.

Customer-Service DNA: Building Blocks that Drive Customer Loyalty is a new book written by Curtis Hill and Erik Alberts – two seasoned industry veterans with years of experience between them, both looking to share the service-based skills they have amassed over their careers. This book is designed to help companies of all sizes strengthen their customer service: the authors use personal and theoretical examples to illustrate their points, providing valuable insights to shed new light on common problems.

While clients can be difficult at times, and almost certainly not always in the right, handling them properly is key to secure their future custom. Customer-Service DNA covers such areas as listening to the customer and resolving their specific issue, rather than simply using scripted responses; evolving beyond traditional methods of service to embrace newer, more effective techniques; and the importance of flexibility, learning how to bend certain company rules when this can aid a situation.

Hill and Alberts focus on the titular three building blocks which they believe can lead to greater customer relationships: “The Right Vision to drive the changes necessary to evolve”; “the Right People who want to serve customers at a higher level”; “the Right Organization, both culture and structure”. By rebuilding their approach to service, businesses can consider their standard methods of resolving problems, and explore more efficient alternatives.

Curtis Hill is a speaker, author, and Vice President of Cisco’s Customer Assurance organization; Cisco is a multinational corporation specializing in networking equipment, headquartered in San Jose, California. He established Cisco’s High-Touch Technical Support Organization, as well as leading their Latin American and Japanese support-delivery theaters. Erik Alberts is also a renowned industry speaker, and an executive; he works with clients across the globe and helps businesses transform their service-relation operations.

Together, the two have pooled their shared experience and knowledge, to help companies secure greater customer-retention for long-term success. Their book is written in a clear, friendly voice, providing anecdotes and theoretical situations to explore the options a business has available, and the best way to proceed to maintain customer satisfaction. Across fourteen chapters, Hill and Alberts give companies all they need to evolve their service methods and offer customers the support they want.

“Given how businesses need their customers to stay afloat, it’s shocking just how bad some customer service is,” said Curtis Hill. “In our years spent working with businesses across various areas of industry, we’ve learned which techniques to use each time, and which to avoid. Customer-Service DNA: Building Blocks that Drive Customer Loyalty is designed to help companies drive customer loyalty in a way they never have before.”

Erik Alberts said: “From restaurants to stores, and marketing firms to IT specialists, every business needs to evaluate their approach to customer service, and ask if they’re retaining the customers they need at a healthy rate – if not, then change is essential. The methods we explore in our book are discussed in a very accessible way, to ensure everyone can benefit from our advice.”

Customer-Service DNA: Building Blocks that Drive Customer Loyalty is a must-read for businesses looking to build stronger relationships with clients and resolve issues in a way which benefits both the custsides. From cover to cover, this is full of valuable insider advice, accessible to all.