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Exceptional Customer Service: Going Beyond Your Good Service to Exceed the Customer's Expectation Paperback – January 1, 2001

ISBN-13: 004-5079204584 ISBN-10: 1580624588 Edition: 1st

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Product Details

  • Paperback: 216 pages
  • Publisher: Adams Media; 1 edition (January 1, 2001)
  • Language: English
  • ISBN-10: 1580624588
  • ISBN-13: 978-1580624589
  • Product Dimensions: 9 x 6 x 0.6 inches
  • Shipping Weight: 9.6 ounces
  • Average Customer Review: 4.7 out of 5 stars  See all reviews (6 customer reviews)
  • Amazon Best Sellers Rank: #492,372 in Books (See Top 100 in Books)

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Customer Reviews

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Most Helpful Customer Reviews

22 of 22 people found the following review helpful By "bambino64" on February 9, 2001
Format: Paperback
I have been working in customer service training for over a decade now and I've seen a lot of systems come and go. Lisa Ford's insights and ideas about customer service, however, are timeless. This book represent a compilation of the customer service ideas and techniques she has talked about over the years. It's great to have all of it in one place, and in a book format. I had been looking forward to the publication of this book for a while, and I have to admit that it exceeded my expectations. Not only did it talk about what good service is, but it goes a step beyond what other books do and talks about HOW to reach the level of exceptional service in your company. The book includes self-appraisals, ideas for team exercises, and numerous examples of good service and poor service. It is well written, very cohesive and, if sincerely adapted by a company, can turn-around any failing customer service program.
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13 of 13 people found the following review helpful By Kevin Devine on April 20, 2005
Format: Paperback
If you or your business deals with customers, Exceptional Customer Service is worth a good read, or at least a good skim. The authors provide many ways of thinking about, and actually taking steps toward, improving your customer relations. Written in an informal, friendly style, I especially liked the fact that the book is mainly straight text, with few of the silly graphics or distracting sidebars so common in many similar books. And, although the book makes extensive use of real-world examples, you never feel as if the authors are name dropping. Rather, it is easy to see yourself in the examples, and believe that if these folks can improve their customer service, you can too. I guarantee that you'll come across several ideas for making customers happier so that they don't become a problem, as well as what to do if they complain.

Like many books in the common-sense business genre, ECS does go on a bit longer than it has to, although you won't miss much if you just skim rather than study the text. But don't forget to take a look at the exercises included in the book, especially if you are part of a customer service team. These exercises allow you to evaluate and improve your customer service incrementally, and without undue effort.
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4 of 4 people found the following review helpful By Blaine Greenfield on October 21, 2007
Format: Paperback
Customer service seems to be one of those things that everybody
complains about, and it is also something that rarely seems to get
better . . . yet rather give up hoping that things will ever improve, there
is something that can be done; i.e., read EXCEPTIONAL CUSTOMER
SERVICE by Lisa Ford, David
McNair and Bill Perry.

This book inspired me with its many real examples of companies
who get it right . . . such as the case with Ben and Jerry's ice cream:

* They have incredibly effective letters to customers (you'll enjoy this
story). A customer who was seven months pregnant had a midnight
craving for Chunky Monkey ice cream. She managed to persuade
her husband to brave a blinding snowstorm for a pint. Upon scooping
the ice cream into a bowl, she was most disappointed at the
sparseness of walnuts in the product. She was accustomed to many
more from past experience. She wrote the company and complained. The
letter responding to her situation was great! First, the company apologized
to her for the "wimpy, anemic, under-chunked pint." What's more, they
included a coupon for a free pint because, as the letter stated, "you have to
feed that baby." Score! They just created a customer experience.

Then there was this other example:

* An idea at Marriott Hotels costs very little, and it makes a tremendous
statement. Marriott has put together a Sweet Dreams package. It
consists of a small bud vase, a flower, and some homemade cookies.
Hotel staff members are encouraged to give it to customers who are
having difficulties that the hotel really can't fix.
Read more ›
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