LEADER 05095nam 2200709Ia 450 001 9910824967503321 005 20200520144314.0 010 $a1-282-52448-8 010 $a9786612524486 010 $a0-8144-1539-3 035 $a(CKB)2550000000012060 035 $a(EBL)515798 035 $a(OCoLC)639015450 035 $a(SSID)ssj0000417356 035 $a(PQKBManifestationID)11294521 035 $a(PQKBTitleCode)TC0000417356 035 $a(PQKBWorkID)10361288 035 $a(PQKB)10055031 035 $a(Au-PeEL)EBL515798 035 $a(CaPaEBR)ebr10382988 035 $a(CaONFJC)MIL252448 035 $a(CaSebORM)9780814415382 035 $a(MiAaPQ)EBC515798 035 $a(OCoLC)711780524 035 $a(OCoLC)ocn711780524 035 $a(EXLCZ)992550000000012060 100 $a20090803d2010 uy 0 101 0 $aeng 135 $aurunu||||| 181 $ctxt 182 $cc 183 $acr 200 10$aExceptional service, exceptional profit $ethe secrets of building a five-star customer service organization /$fLeonardo Inghilleri and Micah Solomon 205 $a1st edition 210 $aNew York $cAmerican Management Association$d2010 215 $a1 online resource (189 p.) 300 $aDescription based upon print version of record. 311 $a0-8144-1538-5 320 $aIncludes bibliographical references and index. 327 $aContents; Special Features; Acknowledgments; Foreword; Introduction: The Only Shop in the Marketplace; Chapter One: The Engineer on the Ladder: Reaching for the Highest Level of Service; Function Versus Purpose; First Steps First; Chapter Two: The Four Elements of Customer Satisfaction: Perfect Product, Caring Delivery, Timeliness, and an Effective Problem Resolution Process; A Perfect Product; Delivered by Caring People; In a Timely Fashion; With the Support of an Effective Problem Resolution Process; Chapter Three: Language Engineering: Every. Word. Counts. 327 $aEstablish a Consistent Style of Speech Create a Lexicon of Preferred Language and Phrasing; Choose Language to Put Customers at Ease, Not to Dominate Them; Concentrate Your Language Efforts on the Key Customer Moments: Hellos, Good-Byes, and the Times When Things Fall Apart; Shut Up Sometimes: The Artie Bucco Principle; Words Have Their Limits; Show, Don't Tell (And Don't Ever Just Point); Phone and Internet Language and Communication Pointers; Chapter Four: Recovery! Turning Service Failures Around; The Italian Mama Method; The Four Steps to Great Service Recoveries; The Elements of Follow-Up 327 $aUse Your Own Experience to Prepare You Who Should Handle Customer Complaints?; Subtle is Beautiful: Service Recovery Below the Radar; Write-Offs Lead to Write-Offs; Chapter Five: Keeping Track to Bring Them Back: Tracking Customer Roles, Goals, and Preferences; Principles of Noting and Sharing; Principle 1: Keep Your Systems Simple; Principle 2: If It's Important to Your Customer, It Belongs in Your System; Principle 3: The Information You Gather Needs to be Available in Real Time; Principle 4: Preferences Change; Assumptions are Tricky; Principle 5: Moods Change: Track Them 327 $aPrinciple 6: Don't Blow It with a Wooden Delivery Principle 7: Using Technology to Ask for Information? It's a Fine Line between Clever and Creepy; Surprises Are Hazardous-Online and Off; Fear Not: Don't Be Deterred from Collecting Information-Thoughtfully; Chapter Six: Building Anticipation Into Your Products and Services: Putting Processes to Work for You; Get Your Company to Think Like a Customer; Mr. BIV and the Art of Eliminating Defects; Don't Kill Mr. BIV's Messengers; Systematically Reducing Waste to Add Value-For You and Your Customers; Why Efficient Processes Can Transform Service 327 $aStamping Out Waste? Don't Crush Value by Accident Process-Based Anticipation on the Internet; Using Tools to Gather Information About Your Customers' Experience; Process-Based Solutions Become People Solutions; Chapter Seven: Your People: Selection, Orientation, Training, and Reinforcement; We Are Already Our True Selves: Select for Traits; Keep the Hiring Bar High; Develop Selection Discipline; Create a Powerful Orientation Process; Use Orientation to Instill New Values, Attitudes, and Beliefs; Defining an Employee's Underlying Purpose; The Orientation Process Begins Sooner Than You Think 327 $aOn Day One, Nothing Is Tangential 330 $a""Filled with treasures and big ideas, this book will help you become exceptional."" -SETH GODIN 606 $aCustomer services 606 $aConsumer satisfaction 606 $aCustomer loyalty 615 0$aCustomer services. 615 0$aConsumer satisfaction. 615 0$aCustomer loyalty. 676 $a658.8/12 700 $aInghilleri$b Leonardo$01678777 701 $aSolomon$b Micah$01678778 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910824967503321 996 $aExceptional service, exceptional profit$94046623 997 $aUNINA