Automotive Holiday Deals Up to 50% Off Select Books Shop Men's Athletic Shoes Learn more nav_sap_SWP_6M_fly_beacon Prime Music Sweepstakes egg_2015 All-New Amazon Fire TV Grocery Gifts Under $50 Amazon Gift Card Offer cm15 cm15 cm15 $30 Off Amazon Echo $15 Off All-New Fire Kindle Voyage Cyber Monday Video Game Deals Shop Now HTL

Enter your mobile number or email address below and we'll send you a link to download the free Kindle App. Then you can start reading Kindle books on your smartphone, tablet, or computer - no Kindle device required.

  • Apple
  • Android
  • Windows Phone
  • Android

To get the free app, enter your email address or mobile phone number.

Exceptional Customer Service: Going Beyond Your Good Service to Exceed the Customer's Expectation 1st Edition

7 customer reviews
ISBN-13: 978-1580624589
ISBN-10: 1580624588
Why is ISBN important?
This bar-code number lets you verify that you're getting exactly the right version or edition of a book. The 13-digit and 10-digit formats both work.
Scan an ISBN with your phone
Use the Amazon App to scan ISBNs and compare prices.
Have one to sell? Sell on Amazon
Buy used
Condition: Used - Good
Condition: Used: Good
Comment: The item shows wear from consistent use, but it remains in good condition and works perfectly. All pages and cover are intact (including the dust cover, if applicable). Spine may show signs of wear. Pages may include limited notes and highlighting. May include "From the library of" labels.
Access codes and supplements are not guaranteed with used items.
63 Used from $0.01
More Buying Choices
17 New from $2.69 63 Used from $0.01 2 Collectible from $9.96

Get Up to 80% Back Rent Textbooks

Special Offers and Product Promotions

  • Take an Extra 30% Off Any Book: Use promo code HOLIDAY30 at checkout to get an extra 30% off any book for a limited time. Excludes Kindle eBooks and Audible Audiobooks. Restrictions apply. Learn more | Shop now


Hero Quick Promo
Holiday Deals in Kindle Books
Save up to 85% on more than 1,000 Kindle Books. These deals are valid until November 30, 2015. Learn more

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 (7 customer reviews)
  • Amazon Best Sellers Rank: #1,173,513 in Books (See Top 100 in Books)

More About the Author

Discover books, learn about writers, read author blogs, and more.

Customer Reviews

5 star
4 star
3 star
2 star
1 star
See all 7 customer reviews
Share your thoughts with other customers

Most Helpful Customer Reviews

22 of 22 people found the following review helpful By A Customer 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.
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback.
Sorry, we failed to record your vote. Please try again
Report abuse
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.
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback.
Sorry, we failed to record your vote. Please try again
Report abuse
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 ›
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback.
Sorry, we failed to record your vote. Please try again
Report abuse
Format: Paperback
In today's competitive modern business world good customer service just isn't going to be good enough. I like this book's approach to providing exceptional customer service. A useful read - I particularly benefitted from the exercises, self appraisals and the inspirational examples of exceptional customer service. Your customers deserve exceptional - and they will increasingly be demanding it!
Simon Hazeldine
Bestselling author of "Bare Knuckle Customer Service", "Bare Knuckle Selling" and "Bare Knuckle Negotiating"
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback.
Sorry, we failed to record your vote. Please try again
Report abuse

Want to discover more products? Check out these pages to see more: us general mcnair, lisa ford