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Appendix A: © Four Aces Inc., courtesy of Micah Solomon, All Rights Reserved

Appendix B: © General Parts, Inc., All Rights Reserved

Appendix C: © West Paces Hotel Group, All Rights Reserved

Library of Congress Cataloging-in-Publication Data

    Exceptional service, exceptional profit : the secrets of building a five-star customer service organization / Leonardo Inghilleri and Micah Solomon.

        p.    cm.

    Includes index.

    ISBN-13: 978-0-8144-1538-2

    ISBN-10: 0-8144-1538-5

    1. Customer service. 2. Consumer satisfaction. 3. Customer loyalty. I. Solomon, Micah. II. Title.

    658.8′ 12—dc22

2009031674               

© 2010 Leonardo Inghilleri and Micah Solomon

All rights reserved.

Printed in the United States of America.

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