Horst Schulze, Founding President and COO of The Ritz Carlton Hotel Company.
To puchase this book, or for more information about this book,
Exceptional Customer Service: Going Beyond Your Good Service to Exceed the Customers’ Expectations. Ford, McNair, Perry. 2001. Adams Media. Bost
The book is also available at most national resellers.
For information on bulk orders of more than 10, please
The follow articles are in PDF format and open in a new window.
“Those Annoying Customers” – David McNair
“Customer Service: I just don’t get it!” – David McNair
“An Investment in Your People” – David McNair
“Customer Service: Peeves and Pleasures” – David McNair
“Thanks for Wasting my Time!” – David McNair
“Service from the Heart” – David McNair
“Customer Confidentiality” – David McNair
“Doing What’s Right” – David McNair
“The Power of First Impressions” – David McNair
“Taking Ownership” – David McNair
The following are links to other websites and open in a new window.
“Flying fish: What can we learn from a seafood market?” Bill Perry
“Want to find out how you’re doing? Just ask.” Bill Perry
Secrets of service recovery: “Win ’em back before they leave” Bill Perry
“You cannot judge your customers by their cover.” Bill Perry
“Defining Great Service” Bill Perry