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" Exceptional service, exceptional profit : "
Leonardo Inghilleri and Micah Solomon ; foreword by Horst Schulze.
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BL
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| Record Number
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1034359
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b788729
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| Main Entry
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Inghilleri, Leonardo
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| Title & Author
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Exceptional service, exceptional profit : : the secrets of building a five-star customer service organization /\ Leonardo Inghilleri and Micah Solomon ; foreword by Horst Schulze.
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| Publication Statement
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New York :: AMACOM American Management Association,, [2010]
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| Page. NO
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1 online resource
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| ISBN
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0814415393
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: 1282524488
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: 6612524480
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: 9780814415399
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: 9781282524484
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: 9786612524486
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0814415385
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9780814415382
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| Bibliographies/Indexes
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Includes bibliographical references and index.
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| Contents
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Introduction: The only shop in the marketplace -- The engineer on the ladder: reaching for the highest level of service -- The four elements of customer satisfaction: perfect product, caring delivery, timeliness, and an effective problem resolution process -- Language engineering: every. word. counts. -- Recovery! Turning service failures around -- Keeping track to bring them back: tracking customer roles, goals, and preferences -- Building anticipation into your products and services: putting processes to work for you -- Your people: selection, orientation, training, and reinforcement -- Leadership: guiding the customer-centered organization -- What's worth it, and what's not? Pointers on value, costs, and pricing -- Building customer loyalty online: using the Internet's power to serve your customers and your goals -- Hello/Good-bye: two crucial moments with a customer.
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| Abstract
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The authors focus on battle-tested techniques that are immediately applicable in any business context, allowing you to create unrivaled customer loyalty in your own business context.
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| Subject
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Consumer satisfaction.
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Customer loyalty.
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Customer services.
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BUSINESS ECONOMICS-- Customer Relations.
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Consumer satisfaction.
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Customer loyalty.
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Customer services.
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| Dewey Classification
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658.8/12
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| LC Classification
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HF5415.5
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| Added Entry
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Solomon, Micah
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