Exceptional service, exceptional profit : the secrets of building a five-star customer service organization /
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.
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| Online Access: |
Full text (MCPHS users only) |
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| Main Authors: | , |
| Format: | Electronic eBook |
| Language: | English |
| Published: |
New York :
AMACOM American Management Association,
2010
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| Subjects: | |
| Local Note: | ProQuest Ebook Central |
MARC
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| 100 | 1 | |a Inghilleri, Leonardo, |e author. | |
| 245 | 1 | 0 | |a Exceptional service, exceptional profit : |b the secrets of building a five-star customer service organization / |c Leonardo Inghilleri and Micah Solomon ; foreword by Horst Schulze. |
| 264 | 1 | |a New York : |b AMACOM American Management Association, |c [2010] | |
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| 504 | |a Includes bibliographical references and index. | ||
| 505 | 0 | |a 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. | |
| 520 | |a 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. | ||
| 546 | |a English. | ||
| 590 | |a ProQuest Ebook Central |b Ebook Central College Complete | ||
| 650 | 0 | |a Customer services. | |
| 650 | 0 | |a Consumer satisfaction. | |
| 650 | 0 | |a Customer loyalty. | |
| 700 | 1 | |a Solomon, Micah, |e author. | |
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