Priceless: Beyond Customer Care to Customer Delight

By Charles Decker and Gene Ference

Cora Tyler works at the Hotel Metronome in San Francisco, and shes always seeking to learn new things.

A chance meeting on a train with an employee at a hotel in New York City, Ari, gives her the chance to share her business insights. Their lively discussion gets them both thinking about delivering excellent customer service.

While Cora makes it point to focus on details such as remembering the names of guests, Ari admits that he usually cant even pronounce their names. Unlike Cora, the members of his team rarely try that hard to create what she calls customer delight.

Cora and Ari chat extensively, and they stay in touch after their lively discussion. By joining them on their journey, youll learn how to:

improve time management skills;

communicate better in person and in writing;

deliver service that exceeds expectations;

handle and resolve customer complaints.

Youll also learn the Ten Commandments of Business and discover the importance of managing the most important thing of all your attitude. When you do that, youll be on your way to turning your customers into evangelists, and that alone is Priceless.

• Language: English
• Publisher: iUniverse
• Release date: Dec 4, 2014
• ISBN: 9781491752432

Book preview

��SQabook_preview_excerpt.html�Zێ�F���}X8�$��wc{l��d&0��"[bg�l��Y~�G�e_�a����ɞS�$��L�@Kb_�N�:U����sS��v��u����ݹ{�N*�9�+S\�n���ư�1<�xᜒAu&��Ҕ�ޫVwQ���� j�����V-��)��0��|����*�lUmtfj�鶲�Lg�����1�6E��E���M���6k�V>��Ɨ-|W�Ǩ[>�ļ�mV��u��Q!�N� ��ΚK�T؆hj����}ı��t6FӨ�t� ���BF����P�N�/�i#֖��,��J}�}��2�җW���� �m��'��f lk����'w>��~�K�ŭz�a������f���������ѝ���/�7����y�E�kZ�8|���EuA�J_�=~�����֋��=<� ���
n��?�tz���S�������ѓ����ݛ?P�Bq���͟�[��9�����e�"�:���w'�� $���5��0䓻O�����*u4O�ݻ��=�-�:���?�u�`D:�#�G�9�e���
<��m�9���o��F3=����G�f��?�4|�Tw����3�V�=���0���!�K����O>��u���tB��Wu��`� C��u�z߬zG��k�]{���2ԇ^��2�-n:�Cu��k�i��g�8g�S�3u�7���b�;U�t��'�k��,C�����0�z� �K��� �8r9d��iw�8����j1��k}A�r���"�$`liBLuJR�����F��:0�PLm��[c@5)F�Cberh�ҮV8 ���B�3�[#�M����?���Z{_Δ|d�uS39��o�$S�0Y�O�����+�� �#!��FA*�*L�F��MC>�TĩA�db�&��K����[b�2�����7�"���NP�;�k�MŠ�:��4P=�7�K�p���0)�60B�[��p��IQ�sc@��jiU��,���ͼ�!��uk�Ŵ%�ARmҝ��b&�RN���ػhKKP�@�2�����<�� �Z<���Xe�����Rw�KͥwX}�AF�т?�o��ب��@�k s;�%�u�Øi���\�9팸�F�֗<|�-F��B�+]T�|��d�+��F_P��f�JCt3&I�Js24$�[m�/B��dA8X$@x��g@f���F�$U9��:%=�h4i���m�lr�^���Z�#�0ݽA�3�"�'��u6�SN�<죙/��� ��5�

ެ���1�Z�T0.����5�^Č��;�{�+@](⦐�̑z%P�h� ���V+ ���+��f�%X�����!A��d�o8%jw!��>�Y���q�|Y�P�#t!�ҁ�c�V�:�l�E�~��� ��̭)*F���4!�nz��4 ��w�Yj�����r|�49Q���I0�n��NS"�>_>�^��.S�<دf���iR�bg��o��B�1�AJN���d���"��Ȣ5��K��N�u<8� �$�s�l�B�#�%Rx ��+���JS�:��*y<�|>ڦ�q�̹�HU����Y %����ؐCVz)�:�5�l� X� �V��L��`'�(f���r�!�5dY�F�����U3���[H����~>u���ĝ�B;�Zo)$}�"� ��RY�y:�3��P��f�Ǹ��-#UN?^l�dC9�{|���^H�sO����Zpm�a7)u��(��V�c��A�O�-射���k5|D^�8��1u�22������ ��Z�I��ZI��@w (��&�3—ԓh���{~0�gc��]�Y|���ĪG� �k�6��P�D{p9��%CI\���2�-�Q(0�>��\UK�H�� �Fo�"��i]��r��)g��h)�,���Q{�N�h���4w����L&�R���w�]o�U.��)�b�6�ج���QV��E�&�f$�N
Ձ)�y@�!e#G"� �e�1�:��
f��Co�S��ҟ�]� �rj��/=%ƅ�� *%�<�ZP�I���
�X�l�&��*[&�'ł�34�pY�[��5J
�v~�E���]ꀘ��B����,�
�Mt[ܨ�6��. 2�!G�Cd�iH<����1��}0��\� �t����A��T�*B�JZ3&��Jæc��!���]��Er���/Rrw�j4�Fk���R�Df��"0��XsX@:K��w�?�L s����+iq]�ÄR� ����K��B�B���:S~I��3W��Z�Z>}.��\qޠ״����U�Y�&%�1ui�I��ީ_#<��%x����O(Kp��R���G�t�R�������5�V��hL-a '$�&]�:�̘r3bὉN�bm7��02n�o� �U���4|�\���k�ԛܑ���)�S~�ڶ# �s�g[�g@�DYG�#�q&wN�q�z��&��Qg����V�?�9�%�-�LI�����zG���SZi�瑣ש��r�J�Īuʖ |���E��s�:����*<� �:�er�1�BW���� �'{5XdL2R ?n`�f�\�X��tʾ�4�JеH�lV���r\���˔s�A��O��� k=ٺ��w��[TAQ�U�����G�(%��:��a|�����G�Go���I��0� �Np����u��"|�6���E�7���+Q?�)���� �+[$�/S�ň�򾨁#[��t
�
)�j9�b�Y����s� ��"��>���lMJ�AF򈲁�zc��Vc6���`=��/~=W޿�ک�ګS���|�z�ֆҦ�C��4��xX �oD �.㟖��xz�]�]�>.4������&�N����$��� �ηN�G�>�;҉+�O�v5�d� � H��d�+q���wz��)��L�TkL�r� ����FF���������9K��kS|��$�w���t�u�� �熇S�6cm��T�6 іAQ��l��Pd�\�探d�&���'��۫�Y���;Y{�aIe�z�dm�I3kK��M����� C�� �A(|�`�⬕�Kn`�g� �]\�~�I5�p�{����c��Y�ׅ3�vv��p�e*0�ӂ�@�
�*
\��V^�
�`9����5q�t".wA ��J��Rx�X|�����%'9M�|%�M�����R���9OZ�5�:�V�_@b��/�� SFj~S� �2��p�R��F%��4�9��U>T��(d��=� vݣ�7�`��~:%�̢

Enjoying the preview?

Subscribe to continue reading