Exceptional service, exceptional profit : the secrets of building a five-star customer service organization / Leonardo Inghilleri and Micah Solomon.
Material type: TextPublication details: New York : AMACOM ; London : McGraw-Hill [distributor], 2010.Description: 170 p. 24 cmISBN:- 9780814415382 (hbk.)
- 0814415385 (hbk.)
- 658.812 ING
Item type | Current library | Call number | Copy number | Status | Date due | Barcode | |
---|---|---|---|---|---|---|---|
Standard Loan | Thurles Library Main Collection | 658.812 ING (Browse shelf(Opens below)) | 1 | Available | 39002100654681 |
Enhanced descriptions from Syndetics:
What if you could protect your business against competitive inroads, once and for all
Customer service experts Leonardo Inghilleri and Micah Solomon's 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.
Their experience shows that the most powerful growth engine in a tight market--and best protection from competitive inroads--is to put everything you can into cultivating true customer loyalty. Exceptional Service, Exceptional Profit takes the techniques that minted money for these brands and reveals how you can apply them to your own business to provide the kind of exceptional service that nearly guarantees loyalty.
Soon, you'll be reaping the benefits of loyal customers who are:
less sensitive to price competition, more forgiving of small glitches, and, ultimately, who are "walking billboards" happily promoting your brand.Filled with detailed, behind-the-scenes examples, Exceptional Service, Exceptional Profit 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.
Includes index.
Table of contents provided by Syndetics
- Special Features (p. xi)
- Acknowledgments (p. xiii)
- Foreword (p. xv)
- Introduction: The Only Shop in the Marketplace (p. 1)
- Chapter 1 The Engineer on the Ladder: Reaching for the Highest Level of Service (p. 4)
- Function Versus Purpose (p. 5)
- First Steps First (p. 6)
- Chapter 2 The Four Elements of Customer Satisfaction: Perfect Product, Caring Delivery, Timeliness, and an Effective Problem Resolution Process (p. 7)
- A Perfect Product (p. 8)
- Delivered by Caring People (p. 9)
- In a Timely Fashion (p. 11)
- With the Support of an Effective Problem Resolution Process (p. 12)
- Chapter 3 Language Engineering: Every. Word. Counts. (p. 14)
- Establish a Consistent Style of Speech (p. 15)
- Create a Lexicon of Preferred Language and Phrasing (p. 15)
- Choose Language to Put Customers at Ease, Not to Dominate Them (p. 17)
- Concentrate Your Language Efforts on the Key Customer Moments: Hellos, Good-Byes, and the Times When Things Fall Apart (p. 18)
- Shut Up Sometimes: The Artie Bucco Principle (p. 20)
- Words Have Their Limits (p. 20)
- Show, Don't Tell (And Don't Ever Just Point) (p. 21)
- Phone and Internet Language and Communication Pointers (p. 21)
- Chapter 4 Recovery! Turning Service Failures Around (p. 26)
- The Italian Mama Method (p. 26)
- The Four Steps to Great Service Recoveries (p. 27)
- The Elements of Follow-Up (p. 32)
- Use Your Own Experience to Prepare You (p. 36)
- Who Should Handle Customer Complaints? (p. 39)
- Subtle is Beautiful: Service Recovery Below the Radar (p. 41)
- Write-Offs Lead to Write-Offs (p. 43)
- Chapter 5 Keeping Track to Bring Them Back: Tracking Customer Roles, Goals, and Preferences (p. 45)
- Principles of Noting and Sharing (p. 46)
- Principle 1 Keep Your Systems Simple (p. 46)
- Principle 2 If It's Important to Your Customer, It Belongs in Your System (p. 48)
- Principle 3 The Information You Gather Needs to be Available in Real Time (p. 51)
- Principle 4 Preferences Change; Assumptions are Tricky (p. 52)
- Principle 5 Moods Change: Track Them (p. 53)
- Principle 6 Don't Blow It with a Wooden Delivery (p. 53)
- Principle 7 Using Technology to Ask for Information? It's a Fine Line between Clever and Creepy (p. 54)
- Surprises Are Hazardous--Online and Off (p. 56)
- Fear Not: Don't Be Deterred from Collecting Information--Thoughtfully (p. 58)
- Chapter 6 Building Anticipation into Your Products and Services: Putting Processes to Work for You (p. 59)
- Get Your Company to Think Like a Customer (p. 60)
- Mr. BIV and the Art of Eliminating Defects (p. 62)
- Don't Kill Mr. BIV's Messengers (p. 64)
- Systematically Reducing Waste to Add Value--For You and Your Customers (p. 66)
- Why Efficient Processes Can Transform Service (p. 68)
- Stamping Out Waste? Don't Crush Value by Accident (p. 70)
- Process-Based Anticipation on the Internet (p. 73)
- Using Tools to Gather Information About Your Customers' Experience (p. 75)
- Process-Based Solutions Become People Solutions (p. 79)
- Chapter 7 Your People: Selection, Orientation, Training, and Reinforcement (p. 84)
- We Are Already Our True Selves: Select for Traits (p. 84)
- Keep the Hiring Bar High (p. 88)
- Develop Selection Discipline (p. 89)
- Create a Powerful Orientation Process (p. 90)
- Use Orientation to Instill New Values, Attitudes, and Beliefs (p. 90)
- Defining an Employee's Underlying Purpose (p. 91)
- The Orientation Process Begins Sooner Than You Think (p. 92)
- On Day One, Nothing Is Tangential (p. 92)
- Build a Brand Ambassador (p. 93)
- Training Employees to Anticipate--Carefully (p. 94)
- Reinforcement: The Daily Check-In (p. 98)
- Chapter 8 Leadership: Guiding the Customer-Centered Organization (p. 101)
- Service Leaders Matter Because People Power Service (p. 101)
- Five Characteristics of Great Service Leaders (p. 103)
- Moral Leadership (p. 105)
- Chapter 9 What's Worth it, and What's Not? Pointers on Value, Costs, and Pricing (p. 108)
- What Does Loyalty-Enhancing Service Really Cost? (p. 108)
- Gilding the Lily (p. 110)
- "Compared to What?": Value Is Relative (p. 111)
- Pricing Is Part of Your Value Proposition (p. 112)
- Don't Charge a Customer for Performing the Heimlich (p. 113)
- Money Isn't Everything, But Money Issues Matter--Especially How You Present Them (p. 114)
- Chapter 10 Building Customer Loyalty Online: Using the Internet's Power to Serve Your Customers and Your Goals (p. 115)
- The Internet's Double Edge (p. 115)
- Opinions: Everybody Has One. Evangelists: Every Company Needs Them (p. 118)
- The Internet Can Promote Commoditization. Avoid This Through Individualization (p. 119)
- Long Copy/Short Copy (p. 119)
- Online, the Window in Which to Show You're Extraordinary Can Be Small (p. 120)
- Amazon.com: A Brilliant Company, but Not the Most Realistic Model to Emulate (p. 125)
- First Time Online: A Nuts-and-Bolts Case Study (p. 127)
- Chapter 11 Hello/Good-Bye: Two Crucial Moments with a Customer (p. 131)
- Timelessly Time-Sensitive (p. 132)
- Don't Rush Your Hellos and Good-Byes on the Telephone (p. 135)
- Serving Disabled Customers Is a Responsibility and an Opportunity, from the Moment You Welcome Them at Your Door (p. 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 Anyway (p. 139)
- Taking Control of Good-Byes (p. 141)
- The Hazards of Subcontracting Your Hellos and Good-Byes (p. 142)
- Good-Bye for Now from the Authors--With Resources and Assistance for Your Journey (p. 144)
- Appendixes (p. 145)
- Appendix A Oasis Disc Manufacturing: Customer and Phone Interaction Guidelines and Lexicon Excerpts (p. 147)
- Appendix B CARQUEST Standards of Service Excellence (p. 153)
- Appendix C Capella Hotels and Resorts "Canon Card": Service Standards and Operating Philosophy (p. 155)
- Notes (p. 159)
- Index (p. 163)