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Exceptional Service, Exceptional Profit
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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

About the Author

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.

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

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