Exceptional Service, Exceptional Profit Lib/E: The Secrets of Building a Five-Star Customer Service Organization

by Leonardo Inghilleri, Micah Solomon, Lloyd James (Reading)

Filled with treasure and big ideas, this book will help you become exceptional. - SETH GODIN 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. Their anticipatory customer service approach was first developed at The Ritz-Carlton 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 value-sensitive 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, behind-the-scenes 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 * 800-CEO-READ Business Book of the Year Awards Shortlist winner * Philadelphia Bulletin Must Read business book * Book of the Month, Las Vegas Women's REALTOR(R) * DearReader.com Business Book Club Selection * Shanghai Daily Press #1 U.S. Business Book

Genres: Business, Nonfiction, Management, Leadership, Entrepreneurship

Audio CD

First published January 1, 2010

About the author

LEONARDO INGHILLERI (Roswell, GA) is Executive Vice President and Managing Partner of West Paces Consulting. A recognized expert on service, Inghilleri created The Ritz-Carlton Leadership Center and Learning Institute and has played an instrumental role at The Ritz-Carlton Hotel Company, BVLGARI, and The Walt Disney Company.

Reviews

[Nick · Rating 5 out of 5]

The best book I've read yet on how to set up excellent customer service, packed with examples and details. A handbook for companies that are trying to figure out good mass customer service.

[Mark Fallon · Rating 3 out of 5]

A "how to" on adopting great customer service - transforming one-time customers into loyal advocates.

[E · Rating 5 out of 5]

Top-notch customer service manual

What Apple is to innovation and Rolex is to quality Ritz-Carlton is to service. Consider the luxury hotel chain’s famous $2,000 customer-satisfaction pledge. This remarkable program, now in place for decades, allows any Ritz-Carlton employee, regardless of rank, to decide alone to spend up to $2,000 to resolve any customer problem. To date, no Ritz-Carlton employee has felt it necessary to spend the full amount on behalf of a customer, but many take creative action to address problems promptly. This policy sends a powerful signal to Ritz-Carlton clients and employees about how much the company values quality and service. In their book, service experts Micah Solomon and Leonardo Inghilleri teach you how to plan and implement an exceptional service program. getAbstract cheers this nicely written book. It is a pleasure to read and it explains exceptional service clearly.

To learn more about this book, read the following online book recommendation: http://www.getabstract.com/summary/13...

[Paul]

By guys from Ritz-Carlton, 32 excellent reviews on Amazon

[Elizabeth]

As seen on raraweez's Twitter feed.

[Andrew · Rating 3 out of 5]

Excellent.

[Kass · Rating 5 out of 5]

Great book for any industry!!

[Bing · Rating 4 out of 5]

Really smashing book about customer service. And no stupid, fictional conversations with a celestial badger or some such nonsense, like many modern business books have.

[Thamara Kandabada · Rating 4 out of 5]

Informative

In preparation for the launch of my own business, I've been reading up on customer service a lot. I read Exceptional Service, Exceptional Profit in this vein.

Firstly, the book is very concise (150) pages, and easy to read. While I found this convenient, I also thought a little more of this would've been better.

Secondly, the book offers actionable advice. The authors have taken extra effort to make sure that the advice is laid out in an easily digestible way.

Thirdly, the insights in the book can be applied across industries. To me that's incredibly valuable.

[Levi Borba · Rating 5 out of 5]

It is the second book from Leonardo and Micah that i read. Not surprisingly, again a flawless lesson of service culture and delivery to customer. A book that any hotelier should read (and not only hoteliers but all involved in the service industry).

[Mark Webster · Rating 5 out of 5]

Excellent book for any business looking to improve their customer service. I thought we did a pretty good job of things before reading this. But the book opened my eyes to so many different ideas and concepts that I wasn't previously aware of.

[Liubov Chorna · Rating 3 out of 5]

Nothing new for an old guru.
Good choice for beginner in support field

[Luke Crane · Rating 4 out of 5]

A great book chalked full of info and examples!

[Esperanza Navas · Rating 3 out of 5]

2.5

[Gabriel Zamora · Rating 4 out of 5]

The book has solid frameworks for hiring and training people with great soft skills. Unfortunately, the last 1/3 of the book is too outdated, talking about early concerns on the internet.

[Valentina Thoerner · Rating 3 out of 5]

A good book on the importance of taking charge of each of your interactions with the customer and turning it into a meaningful experience. Especially relevant if you work in the hospitality industry (and I'll probably pick it up again when opening my own bed & breakfast).

[Lauren Werner · Rating 3 out of 5]

Had to read this for work. I thought it was made some good, if obvious, points.

[Philip Porter · Rating 2 out of 5]

A little thin. Really designed for the retail serv
Ice management. I was hoping it would generalize to financial services more.

[Mills College Library]

658.812 I48 2010

[Angel · Rating 3 out of 5]

Buen libro de consejos para los negocios.

[Tim Johnson · Rating 4 out of 5]

Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

[Lawrence · Rating 5 out of 5]

Excellent book on creating a customer-centric culture.

[Ganesh]

I Want to write the books. Thank you.