Five Star Service
How to deliver exceptional customer service
3rd Edition
Published on 24. September 2015
Book
Paperback/Softback
296 pages
978-1-292-10020-3 (ISBN)
Description
Create magic moments that get you noticed, remembered and referred. Providing excellent customer service is the surest way to greater success for your organisation and a more successful career for you. And it's not half as difficult or time consuming to achieve as you might think!
More details
Other editions
Additional editions
E-Book
09/2015
3rd Edition
Pearson;Pearson FT Press
from
€21.89
Available for download
Previous edition
Book
05/2010
2nd Edition
Pearson Education Limited
€21.15
Article exhausted; check for reprint
Person
Michael Heppell is one of the UK's top motivational trainers. His programmes on Brilliance and 5-Star Service have been attended by tens of thousands of individuals and used by many 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
Introduction
1. The Service Star (TM)
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 (TM)
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 (TM)
27. RADAR thinking (TM) 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
1. The Service Star (TM)
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 (TM)
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 (TM)
27. RADAR thinking (TM) 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