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Title: Exceptional Customer Service: Going Beyond Your Good Service to Exceed the Customer's Expectation by Lisa Ford, David McNair, Bill Perry ISBN: 1-58062-458-8 Publisher: Adams Media Corporation Pub. Date: 01 February, 2001 Format: Paperback Volumes: 1 List Price(USD): $12.95

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Average Customer Rating: 5 (1 review)

Rating: 5
Summary: A Step Beyond the Others
Comment: I have been working in customer service training for over a decade now and I've seen a lot of systems come and go. Lisa Ford's insights and ideas about customer service, however, are timeless. This book represent a compilation of the customer service ideas and techniques she has talked about over the years. It's great to have all of it in one place, and in a book format. I had been looking forward to the publication of this book for a while, and I have to admit that it exceeded my expectations. Not only did it talk about what good service is, but it goes a step beyond what other books do and talks about HOW to reach the level of exceptional service in your company. The book includes self-appraisals, ideas for team exercises, and numerous examples of good service and poor service. It is well written, very cohesive and, if sincerely adapted by a company, can turn-around any failing customer service program.

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