Steve Curtin
Steve Curtin is the author of Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary. He wrote the book to address the following observation: While employees consistently execute mandatory job functions for which they are paid, they inconsistently demonstrate voluntary customer service behaviors for which there is little or no additional cost to their employers. After a 20-year career with Marriott International, Steve now devotes his time to speaking, consulting, and writing on the topic of extraordinary customer service.
My daughter turned nine over the weekend. To celebrate, I ordered an ice cream cake from Cold Stone Creamery. Although I had requested the...
Over the weekend, my wife and I drove to Southlands mall in Aurora, Colorado to do a little shopping. Southlands is an outdoor mall...
I was recently trawling TripAdvisor reviews for a client in the Caribbean when I came across a 3-star (out of a possible 5 stars)...
While on vacation with my family last week in Anaheim, California, I had two encounters with frontline employees that illustrated the importance of language...
This is the sixth post in a series that will explore a set of questions I received from participants during a webinar on the...
This is the fifth post in a series that will explore a set of questions I received from participants during a webinar on the...
This is the fourth post in a series that will explore a set of questions I received from participants during a webinar on the...
This is the third post in a series that will explore a set of questions I received from participants during a webinar on the...
This is the second post in a series that will explore a set of questions I received from participants during a webinar on the...
This is the first post in a series that will explore a set of questions I received from participants during a webinar on the...
Sometimes, through no fault of your own, you find yourself overwhelmed by demanding customers who may feel entitled to immediate attention. Maybe a large...
Have you ever noticed the tendency of frontline employees to become defensive—even surly—when you bring a problem or misunderstanding to their attention? Unless your business...
From time to time, seminar participants ask me, "What's the best way to deal with difficult customers?" My standard answer is: "They're only difficult if...
Last week, I attended the U.S. Open in New York. While at Louis Armstrong Stadium, I encountered two stadium attendants: one who understood that...
Last year I met with Zane, a manager of a fast-casual restaurant. During our conversation, he shared some of the recurring challenges he faces...
Earlier this year, I read a book by a colleague of mine, Jeff Toister, titled Service Failure: The Real Reasons Employees Struggle with Customer...
This post is the seventh and final in a series that has fully explored the definition of customer service offered in an earlier post. Too...
This post is the sixth in a series that will fully explore the definition of customer service offered in an earlier post. Too often, customer...
This post is the fifth in a series that will fully explore the definition of customer service offered in an earlier post. Too often, customer...
This post is the fourth in a series that will fully explore the definition of customer service offered in an earlier post. Too often, customer...