Summary of Exceptional Service, Exceptional Profit

The Secrets of Building a Five-Star Customer Service Organization

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Exceptional Service, Exceptional Profit book summary
Use the Ritz-Carlton model to see how being service-oriented boosts your bottom line.

Rating

9 Overall

10 Applicability

7 Innovation

9 Style

Recommendation

What Apple is to innovation and Rolex is to quality Ritz-Carlton is to service. Consider the luxury hotel chain’s famous $2,000 customer-satisfaction pledge. This remarkable program, now in place for decades, allows any Ritz-Carlton employee, regardless of rank, to decide alone to spend up to $2,000 to resolve any customer problem. To date, no Ritz-Carlton employee has felt it necessary to spend the full amount on behalf of a customer, but many take creative action to address problems promptly. This policy sends a powerful signal to Ritz-Carlton clients and employees about how much the company values quality and service. In their book, service experts Micah Solomon and Leonardo Inghilleri teach you how to plan and implement an exceptional service program. getAbstract cheers this nicely written book. It is a pleasure to read and it explains exceptional service clearly.

In this summary, you will learn

  • Why quality service is crucial
  • How to achieve it
  • What benefits will accrue to your organization when you do
  • What the Ritz-Carlton does for its clients that you don’t do for yours
 

Summary

Service that Anticipates Customers’ Needs
Picture this situation: A hotel’s maintenance engineer perches on a ladder in the lobby, changing a lightbulb. He notices a guest coming in from the adjacent pool area. She is wet, wrapped in towels and carrying numerous beach bags. With her ...
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About the Authors

Leonardo Inghilleri is managing partner and executive vice president at West Paces Consulting in Atlanta. Micah Solomon runs Oasis Disk Manufacturing in Manhattan and Washington, D.C.


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    Maria Silva 2 years ago
    This book really emphasizes on how high standards of a company and a great service can influence on the loyalty of the customers. The customers then will not think of the money factor but will keep doing the business because of that high- quality service.
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    Isha Uppal 2 years ago
    I really like what i read. this book really inspires you to take that extra effort which is needed to provide exceptional service for your customers. How a small extra gesture can change the customer's experience for the better. It's all about the service whcih is very important to each and every customer.
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    Micah Solomon 5 years ago
    Many Thanks to GetAbstract for this excellent summary of our book. It is really quite well done and crystallizes many of the key points with great clarity.

    --Micah Solomon
    co-author
    Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

    For more including a video treatment, feel free to visit http://customerserviceguru.com

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    You can make customers feel so special that loyalty will always bring them back.

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