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.
Table of Contents
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
Author Biography
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.
