The Secrets of Building a Five-Star Customer Service Organization
Throughout my career, I’ve discovered firsthand how valuable it is to provide top-notch customer service. Like anything else, quality customer service is an investment – it takes resources, time, and money; however, the end result is a happy customer (and as we all know, “happy customer = repeat business + referrals”). Additionally, your customers are less likely to seek out one of your competitors for their next project.
So how do you develop a customer service plan that will result in a high level of customer satisfaction? In Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization, Leonardo Inghilleri and Micah Solom provide a wealth of actionable strategies for building a customer service-focused business. If you’re interested in learning more about how to provide stellar customer service, I highly recommend picking up a copy of this book.
Here’s a summary from Amazon Books:
“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 Bulgari 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.”
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