BEYOND EXCEPTIONAL
Is The Ultimate Resource And Practical Guide For Service Advisors, Service Managers, And Service Leaders To Achieve Service Excellence And Customer Delight.
Beyond Exceptional is a playbook designed to build firm core beliefs, award-winning habits, matchless skills, and peerless productivity to become a heavyweight and beyond exceptional in the industry.
Beyond Exceptional contains actionable insights, practical tools, learning models, proven frameworks, winning strategies, remarkable habits, and a complete system to deliver a magnificent and beyond-exceptional customer experience on the service floor.
Beyond Exceptional is the result of nearly 23 years of my work with Honda, Toyota dealerships, and DFSK Pakistan. It’s not guesswork. It’s a tested process that has helped hundreds of Service Advisors in many of the most successful dealerships in the globe win in business, raise customer loyalty, and lead the industry.
When You Invest In Your Copy Of Beyond Exceptional Today, You’ll Discover…
- HIGH-FIVE CORE BELIEFS of ultra-high performing and beyond exceptional Service Advisors or Customer Experience Officers that enable them to leap into their dreams and aspirations.
- THE SEVEN WINNING HABITS: how beyond exceptional Service Advisors or Customer Experience Officers think, act, and behave on the service floor to surprise and delight their customers?
- A SYSTEM: How remarkable and heavyweight Service Advisors or Customer Experience Officers run and manage the service process efficiently & effectively to ensure a seamless, consistent, and reliable customer experience on the service floor to achieve customer delight.
- CARE FRAMEWORK: How beyond exceptional Service Advisors or Customer Experience Officers instantly connect with customers to captivate their attention and interest to build a strong rapport, how they solve their customers’ problems , and how they manage their precious time and energy to fulfill their promises.
- KPI & GOAL SETTING SYSTEM: How ultra-high-performing Service Advisors or Customer Experience Officers can set challenging and audacious goals & KPI for themselves to measure their own success for maximum customer satisfaction and business profitability
What World Leaders Say About
Beyond Exceptional
“Beyond Exceptional is an uplifting playbook for stepping up, standing out, and succeeding in your business with majestic customer experience.”
Moazzam has crafted a gem. Beyond Exceptional emphasizes the importance of Service Advisors or Customer Experience Officers for any dealership or service business. It perhaps is a need of the time especially when customers’ awareness of service quality is continuously increasing and is certainly associated with brand loyalty. Moazzam being a customer experience professional, has sensed that his effort will benefit the readers as such material composed in the form of a book is unavailable. I congratulate Moazzam for his excellent effort and wish him success in future endeavors.
Beyond Exceptional is a great effort to enhance customer experience at dealerships and beyond. It focuses on developing a splendid service culture and superb service mindset on the service floor. As remarkable customer service is the competitive edge that separates average or good dealerships from truly exceptional dealerships.
Automotive Business is going through a paradigm shift in Pakistan and Moazzam has engraved his impression by writing Beyond Exceptional. Great Brands are just not products but great customer Experiences.
What I love about the book Beyond Exceptional is that is industry-specific and the perfect book for all car dealers. The expert, Moazzam Abu Bakar, takes you along his 5 C’s to turn the dealership into a very customer-centric one. For me, the most important line is “Do you believe in the services you sell” on page 44. You have to believe, reflect and act, and follow the steps that are outlined in your book. In that case, you will have the most happiest returning customers, increasing promotors, and the highest sales ever.
“Beyond Exceptional” is a fascinating book that focuses on enhancing customer experience by developing a Splendid Service Culture and Superb Service Mindset on the service floor. This splendid write-up gives you numerous actionable ideas, valuable insights, tested frameworks, real-time case studies, best practices and practical tools you can use to elevate the customer experience, retention, loyalty and business sustainability ensuring more satisfied and joyful customers.
Moazzam’s unwavering passion and tireless pursuit of excellence shine through every page of this enlightening work. The book offers invaluable insights into the realm of customer services and Service Advisor performance, making it an indispensable resource for professionals in these fields and beyond. Moreover, he astutely highlights those habits and aspects that, if left unaddressed, can lead to failure. One of the most outstanding qualities of this book is its accessibility. Moazzam masterfully employs simple language, ensuring that the content remains comprehensible to a wide range of readers.
Beyond Exceptional provides profound insight into continuous perfection, elevating yourself, and leading with self-discipline. The experiences of industry gurus spice up and instill the ever-evolving requirement of customers hence crafting oneself with gold standards, frameworks, and skills.
Moazzam has very well-articulated the journey from good to great, leading to a “WOW” customer experience.
Rediscover the new you.
As I delved into the pages of the book, a particular phrase captured my attention: “An hour of planning can save you 10 hours of doing.” After reading it, I couldn’t help but exclaim, “Beyond Exceptional!” With every turn of the page, I felt immersed in the customer’s experience, as if living through their journey. The book’s meticulous attention to detail intrigued me, keeping me fully engaged and allowing me to resonate with its entire context. It undoubtedly serves as a comprehensive guide and a valuable mentor for anyone interested in customer service.
This book sheds light on the vision of our local Pakistani community, making it particularly relevant to our industries. Although it primarily discusses examples from the Automobile industry, its applicability extends to other industries as well. Character and Care emerged as pivotal factors driving the customer experience, and the absence of either can affect the delivery of outstanding service.
Download Beyond Exceptional Success Toolkit
5C Framework
SMART Goal Worksheet
Gold Service Standards
The Habit Weel
KPI Setting Worksheet
Daily Action Plan
5C Framework
Framework provides a foundation to deliver consistent, reliable, and meaningful customer experience on the service floor. It also helps the service leaders to drive service excellence, better results, and better profit through more customers’ smiles.
My 5C Framework will give you a firm foundation to deliver a heart-touching and Best-in-Town purchase and ownership experience to make your customers happy and brand evangelist.
Gold Service
Standards
Inspired by the Ritz-Carlton, I have handcrafted 26 Gold Service Standards for our automotive and service industry to give an impeccable and beyond-exceptional customer experience on the service floor. Review and live with one standard a day and after twenty-six days standard cycle begins again. Whatever your endeavor is, if you want to be a Ritz-Carlton of your industry, get disciplined with these 26 Gold Service Standards. When you repeatedly hear and implement these service standards throughout the year, these standards become second nature.
KPI Setting Worksheet
Setting the right goals and associating them with the right Key Performance Indicators (KPI) offers an effective path to superior performance. Once you have SMART goals in Place; it can track and measure the progress towards these goals. This happens by measuring the Key Performance Indicators (KPI).
The Habit Wheel
The Habit Wheel is a simple but powerful tool to visualize all of the 7 Winning Habits of Beyond Exceptional Service Advisors simultaneously. It also gives you a “Bird’s Eye View” and helps you to better understand where you are right now at each habit and where you would like to be in the future.
SMART Goal Worksheet
Have you noticed why some Service Advisors perform effectively and crush the competition while others can’t get to that next level? What are the reasons why they are unsuccessful? The number one reason is that Service Advisors haven’t any clarity on their goals. Good performance always starts with clear goals. The clearer you make each goal – spelling out exactly what will be done, by whom, by when, how successful achievement will be measured, and what performance looks like – the more accountable you are.
