- 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: #822,582 in Books (See Top 100 in Books)
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Exceptional Customer Service: Going Beyond Your Good Service to Exceed the Customer's Expectation 1st Edition
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Top Customer Reviews
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.
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 ›
Most Recent Customer Reviews
I selected the book because it was either recommended or I enjoyed the synopsis. The book is for self development. It is a great book to read to expand knowledge.Published on February 17, 2014 by Amazon Customer