Hello!
And Every Little Thing That Matters
Published on 29. April 2016
X, 203 pages
978-1-137-48971-5 (ISBN)
Description
Hello! And Every Little Thing that Matters will transform the way businesses interact with customers - delivering a big impact with small ideas. Impactful ideas for businesses on how to treat their customers, from saying Hello to everyone who you encounter to making sure the chairs in your place of business are comfortable.
Reviews / Votes
"Edwards, a consultant, provides useful guidelines for customer service. . The book emphasizes an understanding of customer service as a conversation. . The book is written in a conversational tone with engaging examples. Summing Up: Recommended. All readership levels." (E. G. Ferris, Choice, Vol. 54 (2), October, 2016)More details
Other editions
Additional editions
Book
02/2016
Palgrave MacMillan
€35.30
Shipment within 10-20 days
Person
Kate Edwards built her consulting business in 2007 and since then has worked with some of the biggest names in the hospitality industry, from Le Cirque in New York to The Viceroy in Anguilla, as well as restaurants at The Essex House and The Plaza Hotel. Her company has been hired to create service and training programs for non-hospitality businesses and provide coaching to owners, general managers, lawyers, and entrepreneurs on how to express and implement their service vision and lead their teams. Since 2008 Edwards has been an instructor at the Institute for Culinary Education, where she teaches restaurant management to students in the Culinary Management Diploma Program and in 2015 began teaching leadership classes at Journee in NYC. A contributing writer for both Culintro.com and Restaurant Hospitality Magazine, Edwards has also been quoted in magazines and blogs as varied as Haute Living, First For Women, Fast Casual, and In-Flight Insider. Edwards and her chef husband live in New York.
Content
1. Hello: The First Important Thing
2. I Notice = I Care
3. The Power of Chairs, Doors and Stairs
4. Please Hold
5. Say What?
6. There Is No Such Thing as Medium Rare
7. A Little Decency
8. From Dust to Mistrust
9. What Brings Regulars Back
10. When Things Go Wrong
11. The Old Fashioned Touch
12. Don't Scratch that Itch
13. The Blueprint
14. Every Time I Say Goodbye
15. The Manager of Small Things
2. I Notice = I Care
3. The Power of Chairs, Doors and Stairs
4. Please Hold
5. Say What?
6. There Is No Such Thing as Medium Rare
7. A Little Decency
8. From Dust to Mistrust
9. What Brings Regulars Back
10. When Things Go Wrong
11. The Old Fashioned Touch
12. Don't Scratch that Itch
13. The Blueprint
14. Every Time I Say Goodbye
15. The Manager of Small Things
