INTERNATIONAL JOURNAL OF TECHNOLOGY MANAGEMENT & HUMANITIES
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Title:Exceptional Service Exceptional Profit The Secrets of Building a Five-Star Customer Service Organization
Abstract:The purpose of author’s is to make us understand that the key to successful business is customer loyalty .Solid customers loyalty serves as insurance against the risks of the commodity being viewed as replaceable or interchangeable. Loyal customers are less sensitive to price competition, more forgiving of small glitches, and, ultimately, become “walking billboards” who happily promote the brand. In Exceptional Service, Exceptional Profit, insiders Leonardo Inghilleri and Micah Solomon reveal the secrets of providing online and offline customer service so superior it nearly guarantees loyalty. The book unlocks a new level of customer relationship that leaves the competitors in the dust, customers coming back day after day, and bottom line looking better than it ever has before.