The Resource Exceptional service, exceptional profit : the secrets of building a five-star customer service organization, Leonardo Inghilleri and Micah Solomon ; foreword by Horst Schulze, (electronic resource)
Exceptional service, exceptional profit : the secrets of building a five-star customer service organization, Leonardo Inghilleri and Micah Solomon ; foreword by Horst Schulze, (electronic resource)
Resource Information
The item Exceptional service, exceptional profit : the secrets of building a five-star customer service organization, Leonardo Inghilleri and Micah Solomon ; foreword by Horst Schulze, (electronic resource) represents a specific, individual, material embodiment of a distinct intellectual or artistic creation found in University of Missouri-St. Louis Libraries.This item is available to borrow from 1 library branch.
Resource Information
The item Exceptional service, exceptional profit : the secrets of building a five-star customer service organization, Leonardo Inghilleri and Micah Solomon ; foreword by Horst Schulze, (electronic resource) represents a specific, individual, material embodiment of a distinct intellectual or artistic creation found in University of Missouri-St. Louis Libraries.
This item is available to borrow from 1 library branch.
- Summary
-
- 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
- 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
- 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
- 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
- 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
- Language
- eng
- Extent
- xvi, 170 p.
- Contents
-
- 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
- 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
- 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
- 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
- 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
- Isbn
- 9780814415382
- Label
- Exceptional service, exceptional profit : the secrets of building a five-star customer service organization
- Title
- Exceptional service, exceptional profit
- Title remainder
- the secrets of building a five-star customer service organization
- Statement of responsibility
- Leonardo Inghilleri and Micah Solomon ; foreword by Horst Schulze
- Language
- eng
- Summary
-
- 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
- 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
- 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
- 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
- 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
- Cataloging source
- DLC
- http://library.link/vocab/creatorName
- Inghilleri, Leonardo
- Dewey number
- 658.8/12
- LC call number
- HF5415.5
- LC item number
- .I543 2010
- http://library.link/vocab/relatedWorkOrContributorName
- Solomon, Micah
- http://library.link/vocab/subjectName
-
- Customer services
- Consumer satisfaction
- Customer loyalty
- Label
- Exceptional service, exceptional profit : the secrets of building a five-star customer service organization, Leonardo Inghilleri and Micah Solomon ; foreword by Horst Schulze, (electronic resource)
- Bibliography note
- Includes bibliographical references and index
- Contents
-
- 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
- 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
- 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
- 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
- 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
- Control code
- OCM1bookssj0000417356
- Dimensions
- 24 cm.
- Dimensions
- unknown
- Extent
- xvi, 170 p.
- Governing access note
- License restrictions may limit access
- Isbn
- 9780814415382
- Lccn
- 2009031674
- Specific material designation
- remote
- System control number
- (WaSeSS)ssj0000417356
- Label
- Exceptional service, exceptional profit : the secrets of building a five-star customer service organization, Leonardo Inghilleri and Micah Solomon ; foreword by Horst Schulze, (electronic resource)
- Bibliography note
- Includes bibliographical references and index
- Contents
-
- 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
- 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
- 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
- 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
- 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
- Control code
- OCM1bookssj0000417356
- Dimensions
- 24 cm.
- Dimensions
- unknown
- Extent
- xvi, 170 p.
- Governing access note
- License restrictions may limit access
- Isbn
- 9780814415382
- Lccn
- 2009031674
- Specific material designation
- remote
- System control number
- (WaSeSS)ssj0000417356
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<div class="citation" vocab="http://schema.org/"><i class="fa fa-external-link-square fa-fw"></i> Data from <span resource="http://link.umsl.edu/portal/Exceptional-service-exceptional-profit--the/j3BeF_V_N80/" typeof="Book http://bibfra.me/vocab/lite/Item"><span property="name http://bibfra.me/vocab/lite/label"><a href="http://link.umsl.edu/portal/Exceptional-service-exceptional-profit--the/j3BeF_V_N80/">Exceptional service, exceptional profit : the secrets of building a five-star customer service organization, Leonardo Inghilleri and Micah Solomon ; foreword by Horst Schulze, (electronic resource)</a></span> - <span property="potentialAction" typeOf="OrganizeAction"><span property="agent" typeof="LibrarySystem http://library.link/vocab/LibrarySystem" resource="http://link.umsl.edu/"><span property="name http://bibfra.me/vocab/lite/label"><a property="url" href="http://link.umsl.edu/">University of Missouri-St. Louis Libraries</a></span></span></span></span></div>
