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Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
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Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

3.90  ·  Rating Details  ·  162 Ratings  ·  17 Reviews
"This smart primer on customer service strategy is a must-read for managers and anyone interested in transforming their interactions with clients. "Exceptional Service, Exceptional Profit" is a manual for winning customer loyalty that actually inspires."-- Daniel H. Pink, author of "A Whole New Mind."
Hardcover, 170 pages
Published April 7th 2010 by AMACOM/American Management Association (first published 2010)
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Oct 04, 2010 E rated it it was amazing
Top-notch customer service manual

What Apple is to innovation and Rolex is to quality Ritz-Carlton is to service. Consider the luxury hotel chain’s famous $2,000 customer-satisfaction pledge. This remarkable program, now in place for decades, allows any Ritz-Carlton employee, regardless of rank, to decide alone to spend up to $2,000 to resolve any customer problem. To date, no Ritz-Carlton employee has felt it necessary to spend the full amount on behalf of a customer, but many take creative acti
Jan 18, 2012 Nick rated it it was amazing
The best book I've read yet on how to set up excellent customer service, packed with examples and details. A handbook for companies that are trying to figure out good mass customer service.
Dec 13, 2011 Bing rated it really liked it
Shelves: nf
Really smashing book about customer service. And no stupid, fictional conversations with a celestial badger or some such nonsense, like many modern business books have.
Jul 23, 2010 Paul added it
Shelves: career
By guys from Ritz-Carlton, 32 excellent reviews on Amazon
Aug 14, 2011 Kass rated it it was amazing
Great book for any industry!!
Jan 14, 2011 Andrew rated it it was amazing
This book contains some great themes; particularly in regards to the idea of anticipatory service, recovery from breakdowns in service, and "what to say when" moments. What I found disappointing though was the heavy reliance on anecdotes, generalities, and undocumented assertions.

One particular passage that jumped out at me was this, "Decades of research have consistently shown that most of us persist throughout adult life with more or less the same personalities and aptitudes with which we bega
Feb 28, 2015 ValeDeOro rated it liked it
A good book on the importance of taking charge of each of your interactions with the customer and turning it into a meaningful experience. Especially relevant if you work in the hospitality industry (and I'll probably pick it up again when opening my own bed & breakfast).
May 19, 2014 Andrea rated it it was amazing
The best book on providing stellar customer service out there: practical, solid advice. Required reading for anyone in the service industry.
Tim Johnson
Sep 06, 2015 Tim Johnson rated it really liked it
Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
Sep 09, 2015 Ganesh added it
I Want to write the books. Thank you.
Feb 17, 2015 Angel rated it liked it
Buen libro de consejos para los negocios.
Philip Porter
May 14, 2012 Philip Porter rated it it was ok
This review has been hidden because it contains spoilers. To view it, click here.
Lauren Werner
Aug 18, 2011 Lauren Werner rated it liked it
Had to read this for work. I thought it was made some good, if obvious, points.
Dec 28, 2010 Elizabeth marked it as to-read
Jun 23, 2014 Lawrence rated it it was amazing  ·  review of another edition
Excellent book on creating a customer-centric culture.
Mills College Library
658.812 I48 2010
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LEONARDO INGHILLERI (Roswell, GA) is Executive Vice President and Managing Partner of West Paces Consulting. A recognized expert on service, Inghilleri created The Ritz-Carlton Leadership Center and Learning Institute and has played an instrumental role at The Ritz-Carlton Hotel Company, BVLGARI, and The Walt Disney Company.
More about Leonardo Inghilleri...

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“The solution is to develop a tracking system that captures each customer’s likes and dislikes, as well as what each customer personally values and is hoping for when doing business with you.” 0 likes
“This “Keep-Your-Systems-Simple” (KYSS) approach is almost always the best one, even in very complex customer contexts.” 0 likes
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