Exceptional Service, Exceptional Profit Quotes

“This “Keep-Your-Systems-Simple” (KYSS) approach is almost always the best one, even in very complex customer contexts.”
― Leonardo Inghilleri, Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

“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.”
― Leonardo Inghilleri, Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

“Customers want defect-free products and services. You need to design your product or service so that it can be expected to function perfectly within foreseeable boundaries”
― Leonardo Inghilleri, Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

“customer satisfaction is based on four predictable factors. Customers are satisfied whenever they consistently receive: 1. A perfect product 2. Delivered by a caring, friendly person 3. In a timely fashion … with (because any of those three elements may misfire) 4. The support of an effective problem resolution process”
― Leonardo Inghilleri, Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

“So focus your language efforts on moments that are known to remain vivid in memory: hellos (make yours unusually warm and personal), good-byes (make them wonderful), and recoveries after service failures (yours should be more graceful than anybody else’s).”
― Leonardo Inghilleri, Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

“We believe a Ritz-Carlton style “Say This While Avoiding This” language guide optimizes customer satisfaction in most businesses and helps bind staff members into a team. But if it strikes you as too prescriptive (or too much work) to develop scripted phrases and specific word choices for your employees, at least consider developing a brief “Negative Lexicon.” A Negative Lexicon is just a list of crucial Thou Shalt Nots.”
― Leonardo Inghilleri, Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

“Bad: “Please hold.” Good: “May I briefly place you on hold?” (and then actually listen to the caller’s answer)”
― Leonardo Inghilleri, Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

“Putting together a language handbook is a relatively simple undertaking.”
― Leonardo Inghilleri, Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

“extraordinary,”
― Leonardo Inghilleri, Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

“The primary threat to a business today is the perception by customers that all you offer is a replaceable, interchangeable commodity.”
― Leonardo Inghilleri, Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization