عنوان

Exceptional service, exceptional profit :

0814415393

1282524488

6612524480

9780814415399

9781282524484

9786612524486

0814415385

9780814415382

b788729

Exceptional service, exceptional profit :

[Book]

the secrets of building a five-star customer service organization /

Leonardo Inghilleri and Micah Solomon ; foreword by Horst Schulze.

New York :

AMACOM American Management Association,

[2010]

1 online resource

Includes bibliographical references and index.

Introduction: The only shop in the marketplace -- The engineer on the ladder: reaching for the highest level of service -- The four elements of customer satisfaction: perfect product, caring delivery, timeliness, and an effective problem resolution process -- Language engineering: every. word. counts. -- Recovery! Turning service failures around -- Keeping track to bring them back: tracking customer roles, goals, and preferences -- Building anticipation into your products and services: putting processes to work for you -- Your people: selection, orientation, training, and reinforcement -- Leadership: guiding the customer-centered organization -- What's worth it, and what's not? Pointers on value, costs, and pricing -- Building customer loyalty online: using the Internet's power to serve your customers and your goals -- Hello/Good-bye: two crucial moments with a customer.

0

The authors focus on battle-tested techniques that are immediately applicable in any business context, allowing you to create unrivaled customer loyalty in your own business context.

OverDrive, Inc.

Safari Books Online

36E80D96-492F-4004-9F6B-CD0BB2C9888B

CL0500000087

Exceptional service, exceptional profit

9780814415382

Consumer satisfaction.

Customer loyalty.

Customer services.

BUSINESS & ECONOMICS-- Customer Relations.

Consumer satisfaction.

Customer loyalty.

Customer services.

BUS-- 018000

K

Inghilleri, Leonardo

Solomon, Micah

20201207021433.0

rda

[Book]

Y