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008    090803s2010    nyu      b    001 0 eng   
010    2009031674 
020    0814415385 
020    9780814415382 
040    DLC|beng|cDLC|dYDX|dYDXCP|dBWX|dOCLCQ|dILC|dOCLCQ|dDLC 
049    |lnm 
050 00 HF5415.5|b.I543 2010 
100 1  Inghilleri, Leonardo 
245 10 Exceptional service, exceptional profit :|bthe secrets of 
       building a five-star customer service organization /
       |cLeonardo Inghilleri and Micah Solomon ; foreword by 
       Horst Schulze 
260    New York :|bAmerican Management Association,|cc2010 
300    xvi, 170 p. ;|c24 cm 
504    Includes bibliographical references and index 
505 0  Introduction: The only shop in the marketplace -- The 
       engineer on the ladder: reaching for the highest level of 
       service -- The four elements of customer satisfaction: 
       perfect product, caring delivery, timeliness, and an 
       effective problem resolut 
520    The authors focus on battle-tested techniques that are 
       immediately applicable in any business context, allowing 
       you to create unrivaled customer loyalty in your own 
       business context 
650  0 Customer services 
650  0 Consumer satisfaction 
650  0 Customer loyalty 
700 1  Solomon, Micah 
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