This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understanding that neither the publisher nor the authors are engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought.
In a few instances the authors have concealed identifying characteristics of individuals and businesses, especially in less-than-laudatory examples. Also, the fictitious brand names DinoFuels, TapasTree, L&M Stagers, Kiddie Carousel, Stutterfly, and Swirly Goo and the Goners are used only for humor and should not be confused with similarly named or configured companies.
Copyrights for Appendices are as follows:
Appendix A: © Four Aces Inc., courtesy of Micah Solomon, All Rights Reserved
Appendix B: © General Parts, Inc., All Rights Reserved
Appendix C: © West Paces Hotel Group, All Rights Reserved
Library of Congress Cataloging-in-Publication Data
Inghilleri, Leonardo.
Exceptional service, exceptional profit : the secrets of building a five-star customer service organization / Leonardo Inghilleri and Micah Solomon.
p. cm.
Includes index.
ISBN-13: 978-0-8144-1538-2
ISBN-10: 0-8144-1538-5
1. Customer service. 2. Consumer satisfaction. 3. Customer loyalty. I. Solomon, Micah. II. Title.
HF5415.5.I543 2010
658.8′ 12—dc22
2009031674
© 2010 Leonardo Inghilleri and Micah Solomon
All rights reserved.
Printed in the United States of America.
This publication may not be reproduced, stored in a retrieval system, or transmitted in whole or in part, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019.
Printing number
10 9 8 7 6 5 4 3 2 1