Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
- 5h 39m 17s
- Leonardo Inghilleri, Micah Solomon
- Gildan Media
- 2014
In 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.
In this Audiobook
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Chapter One: The Engineer on the Ladder—Reaching for the Highest Level of Service
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Chapter Two: The Four Elements of Customer Satisfaction—Perfect Product, Caring Delivery, Timeliness, and an Effective Problem Resolution Process
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Chapter Three: Language Engineering—Every. Word. Counts.
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Chapter Four: Recovery! — Turning Service Failures Around
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Chapter Five: Keeping Track to Bring Them Back—Tracking Customer Roles, Goals, and Preferences
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Chapter Six: Building Anticipation Into Your Products and Services—Putting Processes to Work for You
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Chapter Seven: Your People—Selection, Orientation, Training, and Reinforcement
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Chapter Eight: Leadership—Guiding the Customer-Centered Organization
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Chapter Nine: What's Worth It, and What's Not? — Pointers on Value, Costs, and Pricing
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Chapter Ten: Building Customer Loyalty Online—Using the Internet's Power to Serve Your Customers and Your Goals
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Chapter Eleven: Hello/Good-Bye—Two Crucial Moments with a Customer
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