Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
by Leonardo Inghilleri and Micah Solomon, AMACOM, 170 pages, $21.95, Hardcover, April 2010, ISBN 9780814415382
Customer service. Everyone expects it to be good, yet we don't say much when it is. Then, when it's bad, the customer often goes on a mission to tell the world, while the people on the service end rarely even hear there was a problem. Providing good service to customers isn't just about getting your team amped up on happy pills and giving everything away for free. Instead, each interaction between service providers and customers must be viewed as an opportunity to engage in a positive experience.
Anticipating what customers want, listening closely to their needs even if you can't fulfill them all, conducting ongoing discussion, training, and focus requires a constant attention to how your business and your customers interact. This is why a book like Leonardo Inghilleri and Micah Solomon's Exceptional Service, Exceptional Profit
is so important.
From how to hire employees, to how to survey and speak to our customers, Inghilleri and Solomon explain what's necessary to create a culture of good customer service, offering fundamental truths that aren't just trendsetting tips, but timeless points to learn from again and again. Is your customer service on par with Ritz-Carlton? Do you know, and can you serve, your customers as well?
Reading Exceptional Service, Exceptional Profit
and implementing any part of it will get you bounds closer to creating positive experiences with the people who give you money. And guess what? By doing so, they'll keep giving you more, and tell others to do the same.