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.
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Electronic eBook |
| Language: | English |
| Published: |
New York :
AMACOM American Management Association,
[2010]
|
| Subjects: | |
| Online Access: | DE-862 DE-863 |
| 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. |
| Physical Description: | 1 online resource |
| Bibliography: | Includes bibliographical references and index. |
| ISBN: | 9780814415399 0814415393 1282524488 9781282524484 9786612524486 6612524480 |
Staff View
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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] | |
| 300 | |a 1 online resource | ||
| 336 | |a text |b txt |2 rdacontent | ||
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| 504 | |a Includes bibliographical references and index. | ||
| 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. | ||
| 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. | |
| 546 | |a English. | ||
| 650 | 0 | |a Customer services. |0 http://id.loc.gov/authorities/subjects/sh85034965 | |
| 650 | 0 | |a Consumer satisfaction. |0 http://id.loc.gov/authorities/subjects/sh85031490 | |
| 650 | 0 | |a Customer loyalty. |0 http://id.loc.gov/authorities/subjects/sh97009091 | |
| 650 | 6 | |a Service à la clientèle. | |
| 650 | 6 | |a Consommateurs |x Satisfaction. | |
| 650 | 6 | |a Consommateurs |x Fidélité. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Customer Relations. |2 bisacsh | |
| 650 | 7 | |a Consumer satisfaction |2 fast | |
| 650 | 7 | |a Customer loyalty |2 fast | |
| 650 | 7 | |a Customer services |2 fast | |
| 700 | 1 | |a Solomon, Micah, |e author. | |
| 776 | 0 | 8 | |i Print version: |t Exceptional service, exceptional profit |d New York : American Management Association, c2010. |z 9780814415382 |w (DLC) 2009031674 |
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Record in the Search Index
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| _version_ | 1826942410888839169 |
| adam_text | |
| any_adam_object | |
| author | Inghilleri, Leonardo Solomon, Micah |
| author_facet | Inghilleri, Leonardo Solomon, Micah |
| author_role | aut aut |
| author_sort | Inghilleri, Leonardo |
| author_variant | l i li m s ms |
| building | Verbundindex |
| bvnumber | localFWS |
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| 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. |
| ctrlnum | (OCoLC)639015450 |
| dewey-full | 658.8/12 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Electronic eBook |
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| indexdate | 2025-03-18T14:27:34Z |
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| publisher | AMACOM American Management Association, |
| record_format | marc |
| spelling | Inghilleri, Leonardo, author. Exceptional service, exceptional profit : the secrets of building a five-star customer service organization / Leonardo Inghilleri and Micah Solomon ; foreword by Horst Schulze. New York : AMACOM American Management Association, [2010] 1 online resource text txt rdacontent computer c rdamedia online resource cr rdacarrier Includes bibliographical references and index. 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. 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. English. Customer services. http://id.loc.gov/authorities/subjects/sh85034965 Consumer satisfaction. http://id.loc.gov/authorities/subjects/sh85031490 Customer loyalty. http://id.loc.gov/authorities/subjects/sh97009091 Service à la clientèle. Consommateurs Satisfaction. Consommateurs Fidélité. BUSINESS & ECONOMICS Customer Relations. bisacsh Consumer satisfaction fast Customer loyalty fast Customer services fast Solomon, Micah, author. Print version: Exceptional service, exceptional profit New York : American Management Association, c2010. 9780814415382 (DLC) 2009031674 |
| spellingShingle | Inghilleri, Leonardo Solomon, Micah Exceptional service, exceptional profit : the secrets of building a five-star customer service organization / 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. Customer services. http://id.loc.gov/authorities/subjects/sh85034965 Consumer satisfaction. http://id.loc.gov/authorities/subjects/sh85031490 Customer loyalty. http://id.loc.gov/authorities/subjects/sh97009091 Service à la clientèle. Consommateurs Satisfaction. Consommateurs Fidélité. BUSINESS & ECONOMICS Customer Relations. bisacsh Consumer satisfaction fast Customer loyalty fast Customer services fast |
| subject_GND | http://id.loc.gov/authorities/subjects/sh85034965 http://id.loc.gov/authorities/subjects/sh85031490 http://id.loc.gov/authorities/subjects/sh97009091 |
| title | Exceptional service, exceptional profit : the secrets of building a five-star customer service organization / |
| title_auth | Exceptional service, exceptional profit : the secrets of building a five-star customer service organization / |
| title_exact_search | Exceptional service, exceptional profit : the secrets of building a five-star customer service organization / |
| title_full | Exceptional service, exceptional profit : the secrets of building a five-star customer service organization / Leonardo Inghilleri and Micah Solomon ; foreword by Horst Schulze. |
| title_fullStr | Exceptional service, exceptional profit : the secrets of building a five-star customer service organization / Leonardo Inghilleri and Micah Solomon ; foreword by Horst Schulze. |
| title_full_unstemmed | Exceptional service, exceptional profit : the secrets of building a five-star customer service organization / Leonardo Inghilleri and Micah Solomon ; foreword by Horst Schulze. |
| title_short | Exceptional service, exceptional profit : |
| title_sort | exceptional service exceptional profit the secrets of building a five star customer service organization |
| title_sub | the secrets of building a five-star customer service organization / |
| topic | Customer services. http://id.loc.gov/authorities/subjects/sh85034965 Consumer satisfaction. http://id.loc.gov/authorities/subjects/sh85031490 Customer loyalty. http://id.loc.gov/authorities/subjects/sh97009091 Service à la clientèle. Consommateurs Satisfaction. Consommateurs Fidélité. BUSINESS & ECONOMICS Customer Relations. bisacsh Consumer satisfaction fast Customer loyalty fast Customer services fast |
| topic_facet | Customer services. Consumer satisfaction. Customer loyalty. Service à la clientèle. Consommateurs Satisfaction. Consommateurs Fidélité. BUSINESS & ECONOMICS Customer Relations. Consumer satisfaction Customer loyalty Customer services |
| work_keys_str_mv | AT inghillerileonardo exceptionalserviceexceptionalprofitthesecretsofbuildingafivestarcustomerserviceorganization AT solomonmicah exceptionalserviceexceptionalprofitthesecretsofbuildingafivestarcustomerserviceorganization |