Beyond Customer Care to Customer Delight

by Charles Decker & With Gene Ference



Book Details

Language : English
Publication Date : 12/4/2014

Format : Softcover
Dimensions : 5.5x8.5
Page Count : 120
ISBN : 9781491752425
Format : Hardcover
Dimensions : 5.5x8.5
Page Count : 120
ISBN : 9781491752449
Format : E-Book
Dimensions : N/A
Page Count : 120
ISBN : 9781491752432

About the Book

Cora Tyler works at the Hotel Metronome in San Francisco, and she’s 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 can’t 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, you’ll learn how to:

improve time management skills;

communicate better in person and in writing;

deliver service that exceeds expectations;

handle and resolve customer complaints.

You’ll 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, you’ll be on your way to turning your customers into evangelists, and that alone is Priceless.

About the Author

Charles Decker, one of the most authoritative voices in publishing, is an independent consultant and a former senior executive at He is also the former director of Doubleday’s Executive Program book club, at the time the largest business book club in the world. He is the co-author with Leslie Yerkes of Beans: Four Principles for Running a Business in Good Times and Bad and the author of Lessons from the Hive: The Buzz on Surviving and Thriving in an Ever-Changing Workplace. He divides his time between New York City and Dallas/Fort Worth.

Gene Ference is a leadership strategist and internationally known conference speaker. He is president and founder of Ference Leadership and Strategy and Center for Survey Research, and was formerly a faculty lecturer at Cornell University’s world-renowned School of Hotel Administration; director of worldwide training and development and director of the Career Development Institute for Hilton International Hotels; and director of Global Management Development for Inter-Continental Hotels. He lives in Weston, Connecticut.