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Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization by Micah Solomon, Leonardo Inghilleri

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CHAPTER TWOThe Four Elements of Customer Satisfaction

Perfect Product, Caring Delivery, Timeliness, and an Effective Problem Resolution Process

There’s not much point in taking a specialized upper-level course before you’ve studied the field’s introductory concepts. In a similar vein, there are prerequisites to meet before you can learn to provide extraordinary, loyalty-building customer service.

First, become adept at meeting the more fundamental expectations of your customers. That is, learn to make them satisfied.

What does a satisfied customer look like? She thinks your business offers a reasonable solution that it delivers well. If asked, she’ll say nice things about you. But although she may have some warm feelings for your business, she’s ...

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