Contents
Special Features xi
Acknowledgments xiii
Foreword by Horst Schulze xv
Introduction:
The Only Shop in the Marketplace 1
Chapter One:
The Engineer on the Ladder: Reaching for the Highest
Level of Service 4
Chapter Two:
The Four Elements of Customer Satisfaction:
Perfect Product, Caring Delivery, Timeliness, and an
Effective Problem Resolution Process 7
Chapter Three:
Language Engineering: Every. Word. Counts. 14
Chapter Four:
Recovery! Turning Service Failures Around 26
Chapter Five:
Keeping Track to Bring Them Back: Tracking Customer
Roles, Goals, and Preferences 45
Chapter Six:
Building Anticipation Into Your Products and Services:
Putting Processes to Work for You 59
Chapter Seven:
Your People: Selection, Orientation, Training, and
Reinforcement 84
Chapter Eight:
Leadership: Guiding the Customer-Centered
Organization 101
Chapter Nine:
What’s Worth it, and What’s Not? Pointers on Value,
Costs, and Pricing 108
Chapter Ten:
Building Customer Loyalty Online: Using the Internet’s
Power to Serve Your Customers and Your Goals 115
Chapter Eleven:
Hello/Good-Bye: Two Crucial Moments with a
Appendixes 145
Appendix A:
Oasis Disc Manufacturing: Customer and Phone
Interaction Guidelines and Lexicon Excerpts 147
Appendix B:
CARQUEST Standards of Service Excellence 153
Appendix C:
Capella Hotels and Resorts ``Canon Card’’: Service
Standards and Operating Philosophy 155
Notes 159
Index 162
Micah Solomon is one of the world's leading authorities on customer
service, company culture, and the customer experience. He's a
bestselling author, customer service consultant, and popular
keynote speaker. Additionally, he's a frequent contributor to
Forbes and has been featured in The Washington Post, The New York
Times, Harvard Business Review, as well as on ABC and CBS.
Solomon is a business leader and entrepreneur, and he was an early
investor in the technology behind Apple's Siri. His broad expertise
includes the hospitality industry, healthcare (patient experience),
AI (artificial intelligence), retail, automotive, manufacturing,
technology, banking, finance, nonprofit, and government.
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..".offering fundamental truths that aren't just trendsetting tips,
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Covert Selects, 800 CEO Read
..".offers lessons that are immediately applicable to any business,
and can help you both attract and retain clients." clients."
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industry, whether it is retail, hospitality or sales." --Houston
Business Journal
CEO Refresher Best Business Books of The Year 2010
800-CEO-Read Top 25: What Corporate America is Reading 2011
"A new guru of customer service excellence is Micah Solomon."
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negative customer feedback to selecting and training your staff,
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"Great advice from some world class companies....pages contain
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recommended." --SBC Fulfillment.com
"If creating legendary customer service is important to your
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Post
"No matter how good you think you are doing it right now, you owe
it to yourself to read this book...will challenge the norms you
have accepted for customer service." --All Business Answers.com
"Unlike many business books, it is one part theory and two parts
application. Its straightforward manner, practical examples and
ready-to-use suggestions make it an invaluable resource for any
company." --Business Lexington
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