Top
Free Shipping On Orders Over $35!
Get Rewarded for Ordering Your Textbooks! Enroll Now
Customer Reviews Read Reviews
Write a Review
What is included with this book?
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!
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.
Introduction
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
The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.
The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.
Need Help? Copyright © 1999-2024