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Exceptional Customer Service: Exceed Customer Expectations to Build Loyalty and Boost Profits [Paperback]

Tony Hsieh , Lisa Ford , David McNair , William Perry

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Price: 8.28 & FREE Delivery in the UK on orders over 10. Details
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Book Description

25 Sep 2009

When the going's tough, companies that survive will be those that build the greatest loyalty—by exceeding expectations. Yet, too often, companies ignore their customers' needs and wants. Today, industries like airlines, retail businesses, and restaurants are feeling consumer pushback.

With new, updated examples from more than fifty companies—from Chik-Fil-A restaurants to the Ritz-Carlton hotel chain to online retailer Zappos.com—this book shows managers how to go from so-so service to amazing service.

In today's market, customer service is a key competitive advantage. This book shows you how to expand your customer base when the industry is shrinking, use new media to reach consumers, and make a lasting, great impression on customers.

When businesses are fighting to survive, creating a great experience for customers isnit just important—it's essential.

Product details

  • Paperback: 224 pages
  • Publisher: Adams Media Corporation; 2nd Revised edition edition (25 Sep 2009)
  • Language: English
  • ISBN-10: 1605500380
  • ISBN-13: 978-1605500386
  • Product Dimensions: 21.1 x 14 x 1.5 cm
  • Amazon Bestsellers Rank: 874,253 in Books (See Top 100 in Books)

More About the Author

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Product Description

About the Author

Lisa Ford, CSP, CPAE, is a speaker with over 20 years of experience presenting to businesses, associations and government. David McNair brings over 25 years of experience in the fields of Organisational and Leadership Development. Bill Perry has enjoyed a distinguished career as a writer and author, college professor, consultant, public speaker, and seminar leader.

Inside This Book (Learn More)
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Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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Amazon.com: 5.0 out of 5 stars  3 reviews
5.0 out of 5 stars I love this book 26 Feb 2014
By Schmitty - Published on Amazon.com
Verified Purchase
I manage a veterinary clinic and found this book years ago. This is a re-write, pretty much the same content. It's timeless, great customer service is super hard to teach. I read this book with all of my new employees. Book gives easy to understand real life circumstances. It's an easy read full of very quality advice.
5.0 out of 5 stars Five Stars 8 Aug 2014
By Mary Elizabrth Martin - Published on Amazon.com
Format:Kindle Edition|Verified Purchase
Every person in a customer service business should read this book.
0 of 14 people found the following review helpful
5.0 out of 5 stars Great service 3 Feb 2011
By 1angel321 - Published on Amazon.com
Format:Paperback|Verified Purchase
I ordered this book on a Sunday night and received it on Tuesday. Super fast shipping and it was exactly what I wanted!
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