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1 of 1 people found the following review helpful
on August 31, 2014
No other book explains the core concepts of great service as clearly and effectively as this one does. Our customer service team support a web application, but the attitudes and the approaches the authors cover translate beautifully.

Every new team member reads this book, it's a great way to pass on our values as a team and an excellent conversation starter for those important early weeks.
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1 of 1 people found the following review helpful
I read this book in two days, it was that good. I liked that it give specifics about greetings and goodbyes. I recommend this book for all businesses that want to excel in customer relationships.
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1 of 1 people found the following review helpful
on June 30, 2014
It was very helpful to provide the language I needed for a customer wanting to take there customer service to the next level and not really having the words to express to staff that they would get it. The examples and the way it is set out is very helpful.
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1 of 1 people found the following review helpful
on April 19, 2014
This book provides practical guidance and real world examples to build a world class service organization. A most read for anybody that wants to create a better organization.
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1 of 1 people found the following review helpful
on April 4, 2014
A really current, up to date approach that works for both online and brick and mortar businesses. loads of practical tips that are easy to implement at zero or minimal cost. This book is a great investment and a must read for any business owner!
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1 of 1 people found the following review helpful
on January 28, 2013
This book by Leonardo Inghilleri and Micah Solomon is exceptional. If you want to gain customer loyalty, then this book is a must read. The information provided can be applied to any business.
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3 of 4 people found the following review helpful
on November 28, 2012
This was my favorite business book this year. We read this book as a company and the ideas were fantastic. Here are a few of the standouts:

1. Lifetime Value of a Customer - If you knew how much profit a single repeat customer creates you would react very differently to complaints and issues and be much more generous with credits, freebies, etc.
2. Create a lexicon - employees should speak in a similar manner to customers and this should be designed.
3. Reducing waste to add value
4. People selection and orientation - Hiring the best people is cliche. What you really need find is not the right resume or experience, but the right traits. People can't help being who they are.
5. The best service is anticipatory, not reactive.

I highly recommend this to anyone in a service related profession.
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4 of 6 people found the following review helpful
on March 29, 2010
Without question, this is the best book I've read on what it takes to build and maintain an organization based on customer service as a competitive advantage. Priority number one among businesses competing for consumer dollars in this technological age should be "Our competitive advantage will come from delivering the ultimate customer service experience available in our chosen marketplace." Anyone selling goods and services has to realize that today's consumers have infinite choices in terms of purchasing those goods and services. In many instances, the only thing that will differentiate what you have to offer from your competitor (from a customer's perspective) is the experience that you create for them from doing business with you.

You realize very early in this book that Inghilleri and Solomon know of what they speak. In Chapter 2 they talk about the four predictable factors that customer satisfaction is based on; a perfect product, delivered by a caring, friendly person in a timely fashion, with the support of an effective problem resolution process. This is the foundation of delivering and maintaining effective customer service.

The first six chapters of the book are devoted to how an organization builds their brand in terms of creating, building, and maintaining product and customer loyalty as well as creating language, dialogue, and consistency of message with said customers.

Where this book resonates with me the most, however, is in Chapter 7, entitled "Your People." Any number of books on organizational excellence prattle on about this subject, but few really convey the sincerity that this one does in terms of how important this is to any business organization. Most businesses represent that they put their associates first and that said associates represent the competitive advantage relative to their business. However, the sad truth regarding the vast majority of these companies is that their "rhetoric" never matches what their "actionables" reflect. This book conveys the understanding of the fact that the associates of an organization truly "ARE THE COMPANY" and that "Brand" is built from the inside of an organization. Understanding that your associates are the "Brand Ambassadors" of your company (and reinforcing that through effective training) is crucial. In addition, the authors explain (with sympathy and in straightforward philosophical language) why and how to achieve a human-oriented result in any company.

Anyone who works in an organization from a Fortune 500 company to a web-based small business should read this book. It will give you a thorough understanding of how to build an effective and profitable organization based on superior customer service in this "Brave New World."
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3 of 4 people found the following review helpful
on July 21, 2010
Just finished this book. Chapter on Building Customer Loyalty On-line and the Appendixes are worth the price of the book alone. As the Managing Director of Exotic Flowers and [...] - we are immediately implementing some of the policies.
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1 of 1 people found the following review helpful
on August 20, 2014
Excellent book. A lot of what the author talks about may seem like common sense at times but if you actually go out and implement what is talked about int he book, I think you'd be pleasantly surprised by the results.
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