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by Leonardo Inghilleri

  • ISBN: 0814415385
  • Category: Money & Business
  • Author: Leonardo Inghilleri
  • Subcategory: Management & Leadership
  • Other formats: lit doc mobi txt
  • Language: English
  • Publisher: AMACOM (April 7, 2010)
  • Pages: 192 pages
  • FB2 size: 1557 kb
  • EPUB size: 1278 kb
  • Rating: 4.8
  • Votes: 988
Download Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization fb2

In Exceptional Service, Exceptional Profit, insiders Leonardo Inghilleri and Micah Solomon reveal the secrets of. .Brings customer service to the next level.

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. The notion of anticipatory customer service was something I'd never considered before I read Exceptional Service Exceptional Profit.

In Exceptional Service, Exceptional Profit insiders Leonardo Inghilleri and Micah Solomon reveal the secrets of.

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 entertainment and technology 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

Leonardo Inghilleri, Micah Solomon, Horst Schulze. Loyalty pays off-measurably-for all of them. The reward for using these principles isn’t only financial.

Leonardo Inghilleri, Micah Solomon, Horst Schulze. The reward for using these principles isn’t only financial r ability to build positive relationships (at work, and even in your own home) will also bloom. This happens naturally, because the process of earning loyalty involves caring about your customers, respecting them, and thinking constantly about their needs. Spending this time being deeply attentive will tone your personality.

Exceptional Service, Exceptional Profit book. This smart primer on customer service strategy is a must-read for managers and anyone interested in transforming their interactions with clients. Exceptional Service, Exceptional Profit" is a manual for winning customer loyalty that actually inspires. - Daniel H. Pink, author of "A Whole New Mind.

Электронная книга "Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization", Leonardo Inghilleri, Micah Solomon

Электронная книга "Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization", Leonardo Inghilleri, Micah Solomon. Эту книгу можно прочитать в Google Play Книгах на компьютере, а также на устройствах Android и iOS. Выделяйте текст, добавляйте закладки и делайте заметки, скачав книгу "Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization" для чтения в офлайн-режиме.

Home Browse Books Book details, Exceptional Service, Exceptional Profit: The. Everything changes when a customer becomes a loyalist. To the truly loyal customer, you are the only shop in the marketplace. All the other brands and all the other vendors don't even come into focus. Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization. By Leonardo Inghilleri, Micah Solomon. Like someone in love, the loyal customer only has eyes for you. Few businesses realize how valuable customer loyalty is, and even fewer know how to achieve it consistently.

by Inghilleri Leonardo & Solomon Micah & Schulze Horst. In Exceptional Service, Exceptional Profit insiders Leonar. Improvement of buildings' structural quality by new technologies: proceedings of the final conference of COST Action C12, 20-22 January, 2005, Innsbruck, Austria. Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service. 15 MB·3,144 Downloads·New! and disseminate new technical engineering technologies - to improve the quality of urban buildings - to propose.

Exceptional Service, Exceptional Profit is a book after my own heart. This is the way to run a customer-focused company!" - - Ken Blanchard, coauthor of The One Minute Manager(R) and Leading at a Higher Level. What you read here will allow you to recalibrate your business-on any scale-to truly know your customers and keep them coming back for more

Customer service experts Leonardo Inghilleri and Micah Solomon’s anticipatory customer service approach .

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. 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.

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"Filled with treasure and big ideas, this book will help you become exceptional." - SETH GODINIn a tight market, your most powerful growth engine and your best protection from competitive inroads is this: put every thing 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 entertainment and technology 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.Honors received: * A Jack Covert Selection* CEO Refresher Top Ten Best Business Book of the Year * 800-CEO-READ Business Book of the Year Awards Shortlist winner* Philadelphia Bulletin "Must Read" business book* Book of the Month, Las Vegas Women's REALTOR® * DearReader.com Business Book Club Selection* Shanghai Daily Press #1 U.S. Business Book"If you want to deliver a superior client experience, then have every employee read this book.  That's what we've done.  This volume is simply that profound, that good." Jim S. Miller, President, Prime Performance
Reviews about Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization (7):
Dibei
A must read if you deal with customers, or manage people who do. This book gives you the building blocks for distinguishing a company in a crowded market, regardless of what the product is. It is clear, well written, and easy to understand, and gives simple and achievable advice on how to build your brand, increase customer loyalty, and achieve the most exalted of all forms of advertising: enthusiastic word of mouth.

Particularly useful is the distinction between predictive service and reactive service. Clear examples of anticipating customer needs are given, and to what effect. And while the authors recognize that outsourcing customer service is the trend among businesses these days, when you compromise on service, you lose customers regardless of how amazing your product is. Conversely, if your product is something that is easily found, having excellent customer service not only distinguishes you in the market, but also creates loyalty that makes your customer base more resistance to price changes, product delays, etc.
Opilar
I expected to skim this book like I do most business books. I work through pretty quickly looking for those little nuggets that are valuable. What surprised me was how deep this book goes into the concept of anticipatory service. When I read the first reference to this, I thought for sure that I knew what it meant. The authors threw me a couple of curveballs and now have me reevaluating every interaction I have with my customers. If you want to build an organization that is successful because of the way you treat your customers, you must read this book.
Goodman
This is certainly an excellent book for everybody in any business. Customer Service is so important in any field, no matter the nature of the business. The principles in this book should be taught and learned in each and every single company.
The examples in the books are an excellent plus, with so many case studies and anecdotes that it makes the reading very entertaining.
The book has been completely adapted to our modern times (where internet rules our world) and it makes all customer and market principals feel right in place to our era.
Kulafyn
From the moment I opened (or slid over as I'm reading the Kindle version) the first part of this book, which was the table of contents, I was excited about what I might be able to learn from this book. As I read from page to page, reading their substantiated reasons for doing what they suggest with stories and experiences that clearly supported and elucidated their points, I knew this would be a constant resource for me, my staff, and my superiors.

I read the book and then gave it to the general manager of our company who became as enthralled as I was. We began implementing the smallest suggestions regarding client interaction which made huge differences immediately. Such as "anticipating customer needs" and "being on the customer's side". We've given our staff the power to make decisions or to promptly bring in upper management for a positive and quick decision that makes the customer feel listened to and appreciated. I won't go on and on, you'll have to read the book, but believe me when I say this is our customer service bible from which we will reference and create guidelines for improving our business through exceptional customer service. Thank you for this book!
Maveri
I didn't know what to expect when I got this book (Kindle Edition).

Exceptional Service is a great book and one of the few books of this nature that I have given five stars to. It combines Customer Service Theory with some practical examples and real-life stories. On more than one instance I found myself taking detailed notes and implementing what I had read about.

You might not be able to use everything you read about in this book but you will find MANY things that you can immediately begin to practice. The book focuses on the importance of being able to provide "anticipatory" service to your customers and how that results in profit. Laying out examples from many companies synonymous with great service, you get to read about tricks that make customers say "WOW".

But it doesn't just provide detailed information about great practices. It gives you the full spectrum and a good analysis of what could happen when you misstep. For example, the book talks about using technology to track and provide personal service to repeat customers. While some books might stop at a few suggestions, you get exposure to how you might come across if you use technology wrong. What happens if you seem like you might be getting too much information from your customers.

I have already personally recommended this book to many of my colleagues and friends. BUY IT!
Nilabor
After just the first chapter my mind pretty much just exploded! Brings customer service to the next level. The notion of anticipatory customer service was something I'd never considered before I read Exceptional Service Exceptional Profit. Definitely worth the read!
Konetav
This was my favorite business book this year. We read this book as a company and the ideas were fantastic. Here are a few of the standouts:

1. Lifetime Value of a Customer - If you knew how much profit a single repeat customer creates you would react very differently to complaints and issues and be much more generous with credits, freebies, etc.
2. Create a lexicon - employees should speak in a similar manner to customers and this should be designed.
3. Reducing waste to add value
4. People selection and orientation - Hiring the best people is cliche. What you really need find is not the right resume or experience, but the right traits. People can't help being who they are.
5. The best service is anticipatory, not reactive.

I highly recommend this to anyone in a service related profession.
I read this book in two days, it was that good. I liked that it give specifics about greetings and goodbyes. I recommend this book for all businesses that want to excel in customer relationships.

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