High-Tech, High-Touch Customer Service

Praise for Micah Solomon's earlier book Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

“ 'Aha'-type examples... Inghilleri and Solomon draw on their experiences with blue-chip service companies [to show how] companies must deliver ‘anticipatory’ service.” —Inc. Magazine, Editor Leigh Buchanan

"A new guru of customer service excellence is Micah Solomon" —Financial Post

“If creating legendary customer service is important to your business, this book provides some fascinating insights.” —National Post

“…Inghilleri and Solomon explain what’s necessary to create a culture of good customer service, offering fundamental truths that aren’t just trendsetting tips, but timeless points to learn from again and again…Reading Exceptional Service, Exceptional Profit and implementing any part of it will get you bounds closer to creating positive experiences with the people who give you money.”
—Jack Covert, 800-CEO-READ (A Jack Covert Selects)

“Service is something that’s great to discuss, and his book hits many valuable points.” —800-CEO-READ blog post

"Read the brilliant customer experience book Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization by Micah Solomon and Leonardo Inghilleri, and turn your company into the gold standard of service excellence for your industry, with your focus placed on your customers. This book will transform your company culture, build powerful customer engagement and loyalty, increase your business profitability, and help you to out distance your competition.” —Wayne Hurlbert, Blog Business World

"No matter how good you think you are doing it right now, you owe it to yourself to read this book…They know what they are talking about when it comes to providing good customer service. Even better, they are really good at showing you how you can improve your own service levels...will challenge the norms you have accepted for customer service…this book will both inspire you and show you how to do it. " —allbusinessanswers.com

“While many books about client service end up focused on the retail experience, Exceptional Service, Exceptional Profit offers lessons that are immediately applicable to any business, and can help you both attract and retain clients. It's all about the soft skills that firms are looking to inculcate in their staff: the importance of language, listening skills, anticipating client needs, and accountability.” —Accounting Today

"…serves well as a primer for the new manager in a service-based industry, whether it is retail, hospitality or sales.” —Houston Business Journal

" This book provides insights, a process and methodology, along with examples of how to make customer service a weapon to retain clients and increase revenue." —The Bulletin

“Great advice from some world class companies….pages contain golden nuggets for companies big and small…a must read. Highly recommended.” —SBC Fulfillment

“These folks know their stuff. The information about how to handle customer complaints alone is worth the price of the book.”—Life Insurance Selling

“This book is exceptional in several regards. Foremost is the uniquely talented writing team who combined divergent histories and talents to create a meaningful philosophy of business service... Whether you're a bricks-and-mortar manufacturer or a high-tech entrepreneur, this is a book that can change the way you do business…theory and two parts application. It's straightforward manner, practical examples and ready-to-use suggestions make it an invaluable resource for any company.” —Business Lexington

“In this gem of a book, they offer solid theory and practical tips that can make your organization a service powerhouse. Whether you’re the chief executive officer, a mid-level manager or a frontline employee, this book has advice that you can use – today… If you want to deliver a superior client experience, then have every employee read this book. That’s what we’ve done. This volume is simply that profound, that good.” —PrimePerformance.com

"...reveals the secrets for providing online and offline customer service so superior it nearly guarantees loyalty." —New Equipment Digest