If you're a regular listener to this podcast, there's a good chance that you're the one at the beach wearing khakis and a sensible button-up, with a solid business/self-help business book in hand. And have we got the book for you!
Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization isn't a long book, clocking in at just 144 pages. But as authors Leonardo Inghilleri and Micah Solomon suggest in Chapter Three (Language Engineering): "Every. Word. Counts."
This book has made an impact on both of us, so much so that it's required reading for new employees at both of our firms. In this episode, we provide a brief tour, with extended stops at favorite parts along the way:
- Anticipatory Service
- The Four Elements of Excellent Customer Service
- Creating a Preferred Language Lexicon
- Turning Service Failures Around/The Perfect Apology
- Client Feedback/Seeing Your Firm Through the Eyes of a Client
We could easily have spent another hour talking about the book, but hopefully we've whetted your appetite enough for you to buy a copy. So lather on the sunscreen, grab a floppy hat, and get out to the beach and read!
Bonus Read: High-tech High-touch Customer Service