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Webinar with Steve Curtin: Delight Your Customers

Aug 15, 2013

In July, we sponsored the webinar, “Delight your Customers: 7 Simple Ways to Raise your Customer Service from Ordinary to Extraordinary,” with author and consultant, Steve Curtin, based on his book of the same title. Here are a few of our takeaways from the webinar:

7 Simple Ways to Create Extraordinary Customer Service:

Steve’s book outlines seven ways to create extraordinary customer service:

  1. Express genuine interest
  2. Offer sincere and specific compliments
  3. Share unique knowledge
  4. Convey authentic enthusiasm
  5. Use appropriate humor
  6. Provide pleasant surprises
  7. Deliver service heroics

These are all voluntary actions that an employee can choose to do which are all reflected in what Steve describes as Job Essence.

Job Function vs. Job Essence

Job Function and Job Essence comprise two halves of every employee’s job role.

Job Function describes the duties or tasks associated with a job. These are mandatory, process-focused tasks

Conversely, an employee’s highest priorities at work illustrate Job Essence. Job Essence responsibilities are relational and customer focused and not expected. Job Essence reflects an employees’ personality, uniqueness, and enthusiasm – coming at no additional cost to an employer.

Encouraging a balance of both Job Function and Job Essence will lead to better employee performance.

Steve left us with a final quote to sum up customer service experiences:
“We do not remember days; we remember moments” – Cesare Pavese, Italian Poet.


Voiance Language Services provides multilingual support in over 200 languages to business and government. Our employee interpreters receive 120 hours of training, including language testing and instruction in listening and recall. Organizations use Voiance’s telephone interpretation to facilitate communication with customers. Voiance is a subsidiary of CyraCom International, Inc., the largest provider of Phone Interpretation that operates solely in the United States.