Five Star Service
How to deliver exceptional customer service
2nd Edition
Published on 11. May 2010
Book
Paperback/Softback
264 pages
978-0-273-73438-3 (ISBN)
Description
This is the book that will show you how to ensure customers are raving about your products and services and come back for more.
Five Star Service 2nd edition is an easy read, high impact title from the bestselling author of How to Be Brilliant, Michael Heppell. In this book he gives you over 100 instant tips, 50 examples of the best practices, over a dozen brand new techniques and multiple strategies to equip you with a winning edge to knockout your customers and help you
? Delight your customers every time
? Deliver remarkable results that will keep them coming back for more
? Win more customers without spending a fortune
? Get repeat orders and referrals from everyone you encounter
Whether it?s studying the Disney parking system or enrolling students at college; going behind the scenes in the world?s top hotels or becoming the office hero, Five Star Service will show you how to wow your customers, colleagues and cohorts.
Five Star Service 2nd edition is an easy read, high impact title from the bestselling author of How to Be Brilliant, Michael Heppell. In this book he gives you over 100 instant tips, 50 examples of the best practices, over a dozen brand new techniques and multiple strategies to equip you with a winning edge to knockout your customers and help you
? Delight your customers every time
? Deliver remarkable results that will keep them coming back for more
? Win more customers without spending a fortune
? Get repeat orders and referrals from everyone you encounter
Whether it?s studying the Disney parking system or enrolling students at college; going behind the scenes in the world?s top hotels or becoming the office hero, Five Star Service will show you how to wow your customers, colleagues and cohorts.
More details
Edition
2nd edition
Language
English
Place of publication
Harlow
United Kingdom
Target group
Professional and scholarly
Dimensions
Height: 216 mm
Width: 141 mm
Thickness: 17 mm
Weight
410 gr
ISBN-13
978-0-273-73438-3 (9780273734383)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Other editions
New editions
Book
09/2015
3rd Edition
Pearson Business
€16.50
Shipment within 10-20 days
Previous edition
Michael Heppell
Five Star Service, One Star Budget
How to create magic moments for your customers that get you noticed, remembered and referred
Book
06/2006
FT Press
€22.99
Article exhausted; check for reprint
Person
Michael Heppell is the UK?s number one motivational trainer. His programmes on Brilliance have been attended by thousands of individuals and used by hundreds of companies across the UK and overseas as a way to motivate individuals to be all they can be. His current clients include major blue chip companies, high street retailers and Government bodies, plus individuals.
Content
1. The Service Star
2. Wee Wows
3. Heads up!
4. Putting on the Ritz
5. Complaints - a chance to shine!
6. Embracing new technology
7. Beware the silent customer
8. RADAR thinking
9. RADAR thinking at work
10. The emotional bank account
11. 99 per cent of people are good...
12. The top three referability habits
13. Ring the bell
14. The customer is always right -not!
15. Feel, felt, found
16. What's in a smile?
17. Once chance to make a first impression
18. I honestly don't care about your problems
19. Empowering staff
20. Prepare for and relish competition
21. It's not what you say
22. It's your best friend - the awkward customer
23. Building a customer service brand
24. Be individual, encourage individuals
25. Service values
26. Recruiting service professionals
27. Super scripts
28. Voicemail, answering machines and automated systems
29. Telephone service
30. Advanced telephone service
31. Customer magic moments
32. What's in a name?
33. Know your competition
34. Speed it up!
35. Systemise routines - personalise exceptions
36. Making the mundane marvellous
37. The distraction of dirt
38. Send cards
39. Designing fantastic service
40. Creativity gives better service
41. Suppliers are customers too
42. Service PR
43. The blind spot
44. Big Buyer is watching you
45. Secret shopper
46. Special requirements
47. Sell me a solution
48. Take it from the top
49. Hills and valleys
50. Spanners and Heroes
51. Using 5 Star Service as a training resource
2. Wee Wows
3. Heads up!
4. Putting on the Ritz
5. Complaints - a chance to shine!
6. Embracing new technology
7. Beware the silent customer
8. RADAR thinking
9. RADAR thinking at work
10. The emotional bank account
11. 99 per cent of people are good...
12. The top three referability habits
13. Ring the bell
14. The customer is always right -not!
15. Feel, felt, found
16. What's in a smile?
17. Once chance to make a first impression
18. I honestly don't care about your problems
19. Empowering staff
20. Prepare for and relish competition
21. It's not what you say
22. It's your best friend - the awkward customer
23. Building a customer service brand
24. Be individual, encourage individuals
25. Service values
26. Recruiting service professionals
27. Super scripts
28. Voicemail, answering machines and automated systems
29. Telephone service
30. Advanced telephone service
31. Customer magic moments
32. What's in a name?
33. Know your competition
34. Speed it up!
35. Systemise routines - personalise exceptions
36. Making the mundane marvellous
37. The distraction of dirt
38. Send cards
39. Designing fantastic service
40. Creativity gives better service
41. Suppliers are customers too
42. Service PR
43. The blind spot
44. Big Buyer is watching you
45. Secret shopper
46. Special requirements
47. Sell me a solution
48. Take it from the top
49. Hills and valleys
50. Spanners and Heroes
51. Using 5 Star Service as a training resource