Exceptional Service, Exceptional Profit

The Secrets of Building a Five-Star Customer Service Organization

 Exceptional Service, Exceptional Profit

Authors: Leonardo Inghilleri, Micah Solomon
Pub Date: April 2010
Print Edition: $21.95
Print ISBN: 9780814415382
Page Count: 192
Format: Hardback
e-Book ISBN: 9780814415399

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Table of Contents

Contents

Special Features xi

Acknowledgments xiii

Foreword by Horst Schulze xv

Introduction:

The Only Shop in the Marketplace 1

Chapter One:

The Engineer on the Ladder: Reaching for the Highest

Level of Service 4

Chapter Two:

The Four Elements of Customer Satisfaction:

Perfect Product, Caring Delivery, Timeliness, and an

Effective Problem Resolution Process 7

Chapter Three:

Language Engineering: Every. Word. Counts. 14

Chapter Four:

Recovery! Turning Service Failures Around 26

Chapter Five:

Keeping Track to Bring Them Back: Tracking Customer

Roles, Goals, and Preferences 45

Chapter Six:

Building Anticipation Into Your Products and Services:

Putting Processes to Work for You 59

Chapter Seven:

Your People: Selection, Orientation, Training, and

Reinforcement 84

Chapter Eight:

Leadership: Guiding the Customer-Centered

Organization 101

Chapter Nine:

What’s Worth it, and What’s Not? Pointers on Value,

Costs, and Pricing 108

Chapter Ten:

Building Customer Loyalty Online: Using the Internet’s

Power to Serve Your Customers and Your Goals 115

Chapter Eleven:

Hello/Good-Bye: Two Crucial Moments with a

Appendixes 145

Appendix A:

Oasis Disc Manufacturing: Customer and Phone

Interaction Guidelines and Lexicon Excerpts 147

Appendix B:

CARQUEST Standards of Service Excellence 153

Appendix C:

Capella Hotels and Resorts ‘‘Canon Card’’: Service

Standards and Operating Philosophy 155

Notes 159

Index 162

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