Five Star Service

Name: Five Star Service
Author: Michael Heppell

How to deliver exceptional customer service

Paperback Engels 2015 9781292100203

20,14

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Samenvatting

‘Michael Heppell is the ultimate service guru.’

Jonathan Raggett, MD Red Carnation Hotels & Hotelier of the Year

‘At Boodles customer service is everything. This book is compulsive and compulsory reading for our staff.’
Michael Wainwright, Managing Director, Boodles

‘Michael Heppell has such an authentic and effective voice in teaching people to improve lives by providing richer service. He is clear, convincing, and completely on your side at every step along the way.’

Danny Meyer, CEO, Union Square Hospitality Group and author, Setting the Table

Create those magic moments that will get you noticed, remembered, referred and reviewed.

Tens of thousands of individuals and companies across the world are already using Michael Heppell’s high impact, low investment tips and tricks to get their customers raving about their service and coming back for more.

Nail the competitive edge that will knock out your customers and make your business stand out from the crowd. Watch as your positive reviews, rankings and reputation skyrocket. Discover how, with even the smallest of budgets you can: Delight your customers every time and keep them coming back Win ever more customers without spending a fortune Get repeat orders and referrals from everyone you encounter Boost your profile, ranking and star-rating on online review sites Convert more enquiries into cash

In this third edition you’ll find over a dozen of Michael’s brand new, best-ever techniques as well as all the winning strategies and case studies that have already made this one of the UK’s most in-demand guides to first-class customer service.

5 Star Service is what every business needs to succeed. This easy to read and even easier to use guide will show you how you can do it – brilliantly!

Specificaties

ISBN13:9781292100203

Taal:Engels

Bindwijze:Paperback

Uitgever:Pearson Education

Hoofdrubriek:Reclame en verkoop, Reclame en verkoop

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Inhoudsopgave

Introduction 1. The Service Star™   Part 1 The psychology of service 2. Loyalty 3.0 3. Make them feel famous 4. Trust me 5. One chance to make a first impression 6. Forget about the exceptional 7. Big Buyer is watching you 8. 99 per cent of people are good… 9. The top three referability habits    Part 2 Emotional engineering 10. The emotional bank account 11. Wee Wows™ 12. What’s in a name? 13. Customer magic moments 14. What's in a smile? 15. Send cards 16. Special requirements 17. Putting on the Ritz 18. Creativity gives better service     Part 3 Inspiring interactions 19. Beware the silent customer 20. Super scripts 21. Telephone service 22. Advanced telephone service 23. Voicemail, answering machines and automated call queue systems 24. It’s not what you say     Part 4 Boiler room basics   25. Embracing new technology 26. RADAR thinking™ 27. RADAR thinking™ at work 28. Designing fantastic service 29. Spanners and Heroes 30. Suppliers are customers too 31. Making the mundane marvellous 32. Systemise routines – personalise exceptions 33. The distraction of dirt 34. Secret shopper    Part 5 Navigating the negatives 35. Complaints, a chance to shine! 36. The blind spot 37. The customer is always right – not 38. Feel, felt, found 39. I honestly don't care about your problems 40. It’s your best friend – the awkward customer    Part 6 Lessons in leadership 41. Who wants to fly with Captain Denny? 42. Heads up! 43. Recruiting service professionals 44. Be individual, encourage individuals 45. Restoration team 46. Ring the bell 47. Service values 48. Empowering staff   Part 7 Business blueprint 49. Rate the brand 50. Service PR 51. Sell me a solution 52. Building a customer service brand 53. Hills and valleys 54. Using 5 Star Service as a training resource   Acknowledgements