Synopses & Reviews
[BACK COVER] 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!
Neither does it have to cost a fortune. There's a common misconception that five star customer service carries a hefty price tag - this is simply not true! Many of the essential components of Five Star Service cost little or nothing to achieve.
Five Star Service , 2nd edition, by bestselling author Michael Heppell, shows you exactly how to deliver amazing service, as an individual and as an organisation, and at very low cost. With over 100 instant tips, 50 examples of best practice and over a dozen brand new strategies youll be equipped to wow your customers every time.
This book is perfect if you'd like to:
· Deliver remarkable results that will keep clients coming back for more
· Win the hearts and minds of new customers without spending a fortune
· Receive repeat orders and positive referrals from your customers
[INSIDE FRONT COVER]
Whatever your sector and however senior or junior you are, this book is full of customer service ideas, actions and initiatives that are simple, powerful and easy to implement today.
With exciting examples from a wide range of organisations from hotels to hospitals, whatever your product or service, you'll find something to make your offering sparkle and your service shine. And with dozens of ideas and tactics to choose from, you'll find yourself dipping into Five Star Service again and again.
New for this edition:
- Mastering social media in service
- Secret shopping
- 90 day training programmes for every sector
- The impact of speed
- Leadership in service
- Dozens of inspirational stories and powerful new ideas
[INSIDE BACK COVER]
Michael Heppell is one of the UK's number one motivational trainer and is the author of the bestselling Flip It, How to Be Brilliant and Brilliant Life. Michael's seminars and workshops have been attended by thousands of people and are used by hundreds of companies across the UK and overseas to boost motivation and radically improve their levels of service.
His clients include major blue chip companies, high street retailers and Government bodies, and are embraced by customer service giants such as the Milestone Hotel, London - voted as Best Customer Service Hotel in the World, legendary retailer John Lewis and Coca Cola.
Michael Heppell is the ultimate service guru
Jonathan Raggett, MD Red Carnation Hotels & Hotelier of the Year
Synopsis
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 its studying the Disney parking system or enrolling students at college; going behind the scenes in the worlds top hotels or becoming the office hero, Five Star Service will show you how to wow your customers, colleagues and cohorts.
About the Author
Michael Heppell is the UKs 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.
Table of Contents
The new edition will be refreshed and revised for 2010+, to include new sections on:
- Internet Service
- Dealing with special requirements
- Heads Up! How to think like the Meerkat
- Complaints your chance to shine
- Systemising routines and personalising exceptions
- Using new media
- Real life and inspirational examples of Five Star at work
- Creating a service brand
- Developing customer loyalty
- Turning five star service into five star profit
- Plus 5 specially created 90 day training programmes designed to implement Five Star ideas in the following environments:
The Office
Hotels & Restaurants
Retail
Public Service
Education