Title
Exceptional Service, Exceptional Profit: The Secrets of Building a FiveStar Customer Service Organization,New
Delivery time: 8-12 business days (International)
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 RitzCarlton 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 valuesensitive 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, behindthescenes 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* 800CEOREAD 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
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⚠️ WARNING (California Proposition 65):
This product may contain chemicals known to the State of California to cause cancer, birth defects, or other reproductive harm.
For more information, please visit www.P65Warnings.ca.gov.
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Shipping & Returns
Shipping
We ship your order within 2–3 business days for USA deliveries and 5–8 business days for international shipments. Once your package has been dispatched from our warehouse, you'll receive an email confirmation with a tracking number, allowing you to track the status of your delivery.
Returns
To facilitate a smooth return process, a Return Authorization (RA) Number is required for all returns. Returns without a valid RA number will be declined and may incur additional fees. You can request an RA number within 15 days of the original delivery date. For more details, please refer to our Return & Refund Policy page.
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Warranty
We provide a 2-year limited warranty, from the date of purchase for all our products.
If you believe you have received a defective product, or are experiencing any problems with your product, please contact us.
This warranty strictly does not cover damages that arose from negligence, misuse, wear and tear, or not in accordance with product instructions (dropping the product, etc.).
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Frequently Asked Questions
- Q: What is the main focus of the book 'Exceptional Service, Exceptional Profit'? A: The book focuses on building exceptional customer service organizations that foster true customer loyalty, using insights from successful companies.
- Q: Who are the authors of this book? A: The authors are Leonardo Inghilleri and Micah Solomon, who share their expertise in customer service.
- Q: What are some key concepts discussed in the book? A: Key concepts include anticipatory customer service, loyalty cultivation, and practical techniques for enhancing customer relationships.
- Q: How long is the book? A: The book has 192 pages, providing a comprehensive guide to customer service excellence.
- Q: What is the publication date of 'Exceptional Service, Exceptional Profit'? A: The book was published on April 7, 2010.
- Q: Is this book suitable for all types of businesses? A: Yes, the principles and techniques discussed can be applied across various business sectors, from luxury brands to value-focused companies.
- Q: What kind of reviews has the book received? A: The book has received multiple honors, including being a Jack Covert Selection and a shortlisted nominee for the 800-CEO-READ Business Book of the Year.
- Q: What format is the book available in? A: The book is available in hardcover format.
- Q: Can this book help improve employee training in customer service? A: Yes, many reviewers have noted that the book provides valuable insights that can be used to train employees in delivering superior customer experiences.
- Q: Are there any specific industries highlighted in the book? A: The book highlights examples from various industries, including luxury retail and technology, showcasing diverse applications of its principles.