Exceptional Customer Service: Exceed Customer Expectations to Build Loyalty & Boost Profits

Ford, Lisa

ISBN 10: 1605500380 / ISBN 13: 9781605500386

Published by Adams Media, 2009

About this Item

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Seller Inventory # EBBV.1605500380.LN

Bibliographic Details

• Title: Exceptional Customer Service: Exceed Customer Expectations to Build Loyalty & Boost Profits
• Publisher: Adams Media
• Publication Date: 2009
• Language: English
• ISBN 10: 1605500380
• ISBN 13: 9781605500386
• Binding: Soft cover
• Edition: 2nd Edition
• Condition: like_new

About this title

Synopsis

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.

About the Author

Lisa Ford (Atlanta, GA) is a customer service expert and speaker with more than twenty years of experience helping organizations win customers and keep them loyal. She is the author of many books, videos, and the bestselling training series, "How to Give Exceptional Customer Service."

David McNair (Charleston, SC) is a speaker, author, and consultant on employee and customer focus. With more than thirty years of experience, he began his work with AT&T before transitioning to a career in healthcare administration. In 1999, he founded the McNair Group, a performance enhancement firm based in Charleston, SC.

Bill Perry (Charleston, SC) is a consultant, writer, and college professor at The Citadel. A former U.S. Navy captain and later journalist, he was CEO of a nonprofit organization promoting customer service excellence in the community. He is president of the Charleston Center for High Performance Organizations.