Five Star Service How to deliver exceptional customer service

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  • Edition: 3rd
  • Format: Paperback
  • Copyright: 2015-10-19
  • Publisher: FT Press
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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!

Author Biography

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.

Table of Contents


Service Star


The Psychology Of Service

Loyalty 3.0

Make Them Feel Famous

Trust Me

One Chance To Make a First Impression

Forget About Exceptional

Big Buyer Is Watching You

99% Of People Are Good…

Top 3 Referability Habits



Emotional Engineering

The Emotional Bank Account

Wee Wows™

What’s In A Name?

Customer Magic Moments

Pass The Smile

Send Cards

Special Requirements

Putting On The Ritz

Creativity Gives Better Service



Inspiring Interactions

Beware The Silent Customer
Super Scripts

Telephone Service

Voicemail And Automated Systems
Advanced Telephone Service

It’s Not What You Say



Boiler Room Basics


Embracing Technology

RADAR Thinking™

RADAR Thinking™ At Work

Designing Fantastic Service

Spanners and Heroes

Suppliers Are Customers Too

Making The Mundane Marvellous

Systemise Routine Personalise Exceptions

The Distraction Of Dirt

Secret Shopper



Navigating The Negatives

Complaints A Chance To Shine!

Feel Felt Found

The Blind Spot

The Customer Is Always Right - Not

I Honestly Don’t Care About Your Problems

It’s Your Best Friend – The Awkward Customer



Lessons In Leadership

Who Wants To Fly With Captain Denny?

Heads Up!

Recruiting Service Professionals
Be Individual – Encourage Individuals

Restoration Team

Ring The Bell

Service Values

Empowering Staff



Business Blueprint

Rate The Brand

Service PR

Sell Me A Solution

Building Your Service Brand

Hills And Valleys

Using 5 Star Service As A Training Resource


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