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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.


"A wealth of actionable information packed into a short book." --The Advance Me Business blog 800-CEO-Read Top 25: What Corporate America is Reading 2011 ..".offers lessons that are immediately applicable to any business, and can help you both attract and retain clients." clients." --Accounting Today ..".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 "A new guru of customer service excellence is Micah Solomon." --Financial "If creating legendary customer service is important to your business, this book provides some fascinating insights." --National Post "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 "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 CEO Refresher Best Business Books of The Year 2010 "Great advice from some world class companies....pages contain golden nuggets for companies big and small...a must read. Highly recommended." --SBC ..".serves well as a primer for the new manager in a service-based industry, whether it is retail, hospitality or sales." --Houston Business Journal "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 ..".highly recommend the essential and must read book to anyone serious about creating the very best in customer experiences in their organization." --BlogBusinessWorld ..".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

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