Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization is a book written by Leonardo Inghilleri and Micah Solomon, two customer service experts with decades of experience working with leading service organisations. In the book, Inghilleri and Solomon provide a step-by-step guide to creating a world-class customer service organisation, based on their extensive research and real-world experience.
The authors begin by outlining the five key principles of exceptional service: reliability, responsiveness, assurance, empathy, and tangibles. They describe how each of these principles is critical to creating a positive customer experience and building customer loyalty. They also provide practical advice on how to incorporate these principles into every aspect of a business, from hiring and training employees to designing products and services.
One of the key themes of the book is the importance of aligning a business's operations with the needs and expectations of its customers. Inghilleri and Solomon argue that businesses must be customer-focused in everything they do, from designing products and services to measuring and tracking customer satisfaction. They provide practical advice on how to gather and analyse customer feedback, and how to use that feedback to drive continuous improvement.
Another important aspect of the book is the focus on creating a customer-centric culture that is embedded throughout the organisation. Inghilleri and Solomon describe how businesses can create a culture of service excellence by setting clear expectations, providing regular feedback and coaching, and celebrating successes. They also provide practical advice on how to align incentives and rewards with customer satisfaction, so that employees are motivated to deliver exceptional service.
Throughout the book, Inghilleri and Solomon provide numerous examples of businesses that have successfully implemented their principles and transformed their organisations. They also include case studies and real-world examples to illustrate the key concepts and provide practical insights for businesses looking to improve their customer experience.
One of the unique aspects of the book is the authors' emphasis on the importance of innovation in customer service. Inghilleri and Solomon argue that businesses must be constantly innovating and finding new ways to delight their customers, in order to stay ahead of the competition. They provide practical advice on how to foster a culture of innovation, and how to identify and implement new service ideas.
Overall, "Exceptional Service, Exceptional Profit" is a comprehensive and practical guide to creating a world-class customer service organisation. Inghilleri and Solomon's approach is based on years of experience working with leading service organisations, and their insights and advice are backed up by real-world examples and case studies. The book is a must-read for any business leader or manager who is looking to differentiate their company through exceptional customer service.
The key takeaways from this book
Make customer service a core part of your company culture: The authors argue that providing exceptional customer service starts with making it a fundamental part of the company's DNA. This means hiring people who are committed to service, creating a customer-centric mission statement, and training employees to deliver exceptional service.
Treat employees as internal customers: The authors suggest treating employees as internal customers and providing them with the same level of care and attention that external customers receive. This means creating a positive work environment, providing opportunities for growth and development, and recognising and rewarding outstanding performance.
Create a customer service playbook: The authors recommend creating a detailed customer service playbook that outlines the company's service standards, processes, and procedures. This helps ensure consistency in service delivery and provides a clear framework for employees to follow.
Use technology to enhance the customer experience: The authors emphasize the importance of leveraging technology to enhance the customer experience. This includes tools like customer relationship management (CRM) software, social media, and mobile apps that make it easier for customers to interact with the company.
Continuously measure and improve service: The authors stress the importance of continuously measuring and improving service. This means soliciting feedback from customers, monitoring key performance indicators (KPIs), and using data to identify areas for improvement. The authors suggest using a variety of tools to measure service, including surveys, mystery shopping, and customer feedback systems.
Do you feel as if you are not always getting the best results out of your conversations with your clients? Do you have beliefs that...