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Exceptional Service, Exceptional Profit : The Secrets Of Building A Five-Star Customer Service Organization - Micah Solomon

Exceptional Service, Exceptional Profit

The Secrets Of Building A Five-Star Customer Service Organization

Hardcover Published: 7th April 2010
ISBN: 9780814415382
Number Of Pages: 192
For Ages: 18+ years old

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In a tight market, your most powerful growth engine-and your best protection from competitive inroads-is this: put everything you can into cultivating true customer loyalty. Loyal customers are less sensitive to price competition, more forgiving of small glitches, and, ultimately, become "walking billboards" who will happily promote your brand.

In Exceptional Service, Exceptional Profit, insiders Leonardo Inghilleri and Micah Solomon reveal the secrets of providing online and offline customer service so superior it nearly guarantees loyalty. Their anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon's company Oasis, and has since proven itself in countless companies around the globe-from luxury giant BVLGARI to value-sensitive auto parts leader Carquest, and everywhere in between. Now, readers can take the techniques that minted money for these brands and apply them directly to their own businesses. As Ken Blanchard writes, "Leonardo and Micah's philosophies, rules, and winning examples of service excellence will make you want to implement their suggestions immediately in your own organization."

Filled with detailed, behind-the-scenes examples, the book unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better than it ever has before.

About the Authors

Leonardo Inghilleri is Executive Vice President and Managing Partner of West Paces Consulting. A recognized expert on service, Inghilleri created The Ritz-Carlton Leadership Center and Learning Institute and has played an instrumental role at The Ritz- Carlton Hotel Company, BVLGARI and The Walt Disney Company.

Micah Solomon is Founder and President of Oasis Disc Manufacturing, a leader in the entertainment and technology industries. A sought-after business advisor and speaker, his techniques and achievements have been featured in Success magazine, Seth Godin's bestseller Purple Cow and other publications.

Industry Reviews

..".offering fundamental truths that aren't just trendsetting tips, but timeless points to learn from again and again..." - A Jack Covert Selects, 800 CEO Read

..".highly recommend the essential and must read book to anyone serious about creating the very best in customer experiences in their organization." -BlogBusinessWorld

"No matter how good you think you are doing it right now, you owe it to yourself to read this book...will challenge the norms you have accepted for customer service." - All Business Answers.com

..".serves well as a primer for the new manager in a service-based industry, whether it is retail, hospitality or sales." - Houston Business Journal

"Great advice from some world class companies....pages contain golden nuggets for companies big and small...a must read. Highly recommended." - SBC Fulfillment.com CEO Refresher Best Business Books of The Year 2010

"Unlike many business books, it is one part theory and two parts application. Its straightforward manner, practical examples and ready-to-use suggestions make it an invaluable resource for any company." - Business Lexington

"From manifesting the customer's expectations and recovering from negative customer feedback to selecting and training your staff, the book makes for an easy and essential managerial read." - The Debroff Debrief

"If creating legendary customer service is important to your business, this book provides some fascinating insights." - National Post

"A new guru of customer service excellence is Micah Solomon." - Financial Post.com

..".gem of a book...If you want to deliver a superior client experience, then have every employee read this book...volume is simply that profound, that good." -Prime Performance.com

..".offers lessons that are immediately applicable to any business, and can help you both attract and retain clients." clients." - Accounting Today 800-CEO-Read Top 25: What Corporate America is Reading 2011

"A wealth of actionable information packed into a short book." - The Advance Me Business blog

Special Featuresp. xi
Acknowledgmentsp. xiii
Forewordp. xv
Introduction: The Only Shop in the Marketplacep. 1
The Engineer on the Ladder: Reaching for the Highest Level of Servicep. 4
Function Versus Purposep. 5
First Steps Firstp. 6
The Four Elements of Customer Satisfaction: Perfect Product, Caring Delivery, Timeliness, and an Effective Problem Resolution Processp. 7
A Perfect Productp. 8
Delivered by Caring Peoplep. 9
In a Timely Fashionp. 11
With the Support of an Effective Problem Resolution Processp. 12
Language Engineering: Every. Word. Counts.p. 14
Establish a Consistent Style of Speechp. 15
Create a Lexicon of Preferred Language and Phrasingp. 15
Choose Language to Put Customers at Ease, Not to Dominate Themp. 17
Concentrate Your Language Efforts on the Key Customer Moments: Hellos, Good-Byes, and the Times When Things Fall Apartp. 18
Shut Up Sometimes: The Artie Bucco Principlep. 20
Words Have Their Limitsp. 20
Show, Don't Tell (And Don't Ever Just Point)p. 21
Phone and Internet Language and Communication Pointersp. 21
Recovery! Turning Service Failures Aroundp. 26
The Italian Mama Methodp. 26
The Four Steps to Great Service Recoveriesp. 27
The Elements of Follow-Upp. 32
Use Your Own Experience to Prepare Youp. 36
Who Should Handle Customer Complaints?p. 39
Subtle is Beautiful: Service Recovery Below the Radarp. 41
Write-Offs Lead to Write-Offsp. 43
Keeping Track to Bring Them Back: Tracking Customer Roles, Goals, and Preferencesp. 45
Principles of Noting and Sharingp. 46
Keep Your Systems Simplep. 46
If It's Important to Your Customer, It Belongs in Your Systemp. 48
The Information You Gather Needs to be Available in Real Timep. 51
Preferences Change; Assumptions are Trickyp. 52
Moods Change: Track Themp. 53
Don't Blow It with a Wooden Deliveryp. 53
Using Technology to Ask for Information? It's a Fine Line between Clever and Creepyp. 54
Surprises Are Hazardous—Online and Offp. 56
Fear Not: Don't Be Deterred from Collecting Information—Thoughtfullyp. 58
Building Anticipation into Your Products and Services: Putting Processes to Work for Youp. 59
Get Your Company to Think Like a Customerp. 60
Mr. BIV and the Art of Eliminating Defectsp. 62
Don't Kill Mr. BIV's Messengersp. 64
Systematically Reducing Waste to Add Value—For You and Your Customersp. 66
Why Efficient Processes Can Transform Servicep. 68
Stamping Out Waste? Don't Crush Value by Accidentp. 70
Process-Based Anticipation on the Internetp. 73
Using Tools to Gather Information About Your Customers' Experiencep. 75
Process-Based Solutions Become People Solutionsp. 79
Your People: Selection, Orientation, Training, and Reinforcementp. 84
We Are Already Our True Selves: Select for Traitsp. 84
Keep the Hiring Bar Highp. 88
Develop Selection Disciplinep. 89
Create a Powerful Orientation Processp. 90
Use Orientation to Instill New Values, Attitudes, and Beliefsp. 90
Defining an Employee's Underlying Purposep. 91
The Orientation Process Begins Sooner Than You Thinkp. 92
On Day One, Nothing Is Tangentialp. 92
Build a Brand Ambassadorp. 93
Training Employees to Anticipate—Carefullyp. 94
Reinforcement: The Daily Check-Inp. 98
Leadership: Guiding the Customer-Centered Organizationp. 101
Service Leaders Matter Because People Power Servicep. 101
Five Characteristics of Great Service Leadersp. 103
Moral Leadershipp. 105
What's Worth it, and What's Not? Pointers on Value, Costs, and Pricingp. 108
What Does Loyalty-Enhancing Service Really Cost?p. 108
Gilding the Lilyp. 110
"Compared to What?": Value Is Relativep. 111
Pricing Is Part of Your Value Propositionp. 112
Don't Charge a Customer for Performing the Heimlichp. 113
Money Isn't Everything, But Money Issues Matter—Especially How You Present Themp. 114
Building Customer Loyalty Online: Using the Internet's Power to Serve Your Customers and Your Goalsp. 115
The Internet's Double Edgep. 115
Opinions: Everybody Has One. Evangelists: Every Company Needs Themp. 118
The Internet Can Promote Commoditization. Avoid This Through Individualizationp. 119
Long Copy/Short Copyp. 119
Online, the Window in Which to Show You're Extraordinary Can Be Smallp. 120
Amazon.com: A Brilliant Company, but Not the Most Realistic Model to Emulatep. 125
First Time Online: A Nuts-and-Bolts Case Studyp. 127
Hello/Good-Bye: Two Crucial Moments with a Customerp. 131
Timelessly Time-Sensitivep. 132
Don't Rush Your Hellos and Good-Byes on the Telephonep. 135
Serving Disabled Customers Is a Responsibility and an Opportunity, from the Moment You Welcome Them at Your Doorp. 135
Turn Your Receptionist into a Predator (Who Kills with Kindness)p. 138
It's Google—Not You—Who Decides Where Visitors Enter Your Site. Be Sure They're Greeted Properly Anywayp. 139
Taking Control of Good-Byesp. 141
The Hazards of Subcontracting Your Hellos and Good-Byesp. 142
Good-Bye for Now from the Authors—With Resources and Assistance for Your Journeyp. 144
Appendixesp. 145
Oasis Disc Manufacturing: Customer and Phone Interaction Guidelines and Lexicon Excerptsp. 147
CARQUEST Standards of Service Excellencep. 153
Capella Hotels and Resorts "Canon Card": Service Standards and Operating Philosophyp. 155
Notesp. 159
Indexp. 163
Table of Contents provided by Ingram. All Rights Reserved.

ISBN: 9780814415382
ISBN-10: 0814415385
Series: Agency/Distributed
Audience: General
For Ages: 18+ years old
Format: Hardcover
Language: English
Number Of Pages: 192
Published: 7th April 2010
Country of Publication: US
Dimensions (cm): 23.7 x 16.2  x 2.0
Weight (kg): 0.34
Edition Number: 1

Earn 55 Qantas Points
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