Five Star Service

How to deliver exceptional customer service

Paperback Engels 2015 9781292100203
Verwachte levertijd ongeveer 9 werkdagen

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

Lezersrecensies

Wees de eerste die een lezersrecensie schrijft!

Inhoudsopgave

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

Managementboek Top 100

Rubrieken

Populaire producten

    Personen

      Trefwoorden

        Five Star Service