Going Above and Beyond Reach the Pinnacle of Customer Service by Learning How to . . . Think and Act Like a Concierge

by Giovanni, Katharine C.

• ISBN13: 9781931109086
• ISBN10: 1931109087
• Format: Paperback
• Copyright: 2009-08-01
• Publisher: NewRoad Publishing

Summary

Whether for a business owner or an employee, this guide will show how to offer concierge-level customer service that will provide an edge in today's competitive business world. From interviews with top concierges to helping review nonverbal cues and body language, the information presented will help polish a professional image, refine communication skills, and teach the core beliefs and values that lead to extraordinary customer service.

Author Biography

Katharine C. Giovanni is an international concierge training expert, a certified concierge specialist, president and cofounder of Triangle Concierge, and cofounder and chairman of the board of the International Concierge and Errand Association. She is the coauthor of The Concierge Manual. She lives in Wake Forest, North Carolina.

Table of Contents

Introduction	p. 11
The Great Secret of the Concierge Industry	p. 17
Kindness Leads to Loyalty	p. 23
People Appreciate Good Customer Service	p. 29
Your First Impression Should be the Best	p. 33
Know Your Client's Expectations	p. 40
Speech-what to Say and How to Say it	p. 45
Concierge Work is a Lifestyle	p. 52
The Handshake	p. 57
Put It There
Professional Image	p. 65
It's All; about Good Customer Service	p. 70
Body Language and Nonverbal Communication	p. 73
Take Their Request, and Then Go Above and Beyond It	p. 78
The Bobby and Front Desk Staff	p. 81
You Should Have a Can-Do Attitude	p. 90
Communications Skills	p. 93
Everyone Who Works in Front of the Public Should Be Warm, Friendly and Honest	p. 106
Yes, There Are Rude Customers	p. 109
Don't Bring Your Baggage to Work	p. 117
International Protocol	p. 121
It's the Three C's: Confidence, Courtesy and Common Sense	p. 127
Internal Customer Service	p. 131
They'll Always Remember How You Made Them Feel	p. 137
How to Present a Postive Attitde	p. 139
Doing the Right Thing	p. 149
My Top 20 Keys to Extraordinary Customer Service	p. 153
Bibliography	p. 156
Table of Contents provided by Ingram. All Rights Reserved.