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Five Star Service: How to deliver exceptional customer service (Prentice Hall Business) [Kindle Edition]

Michael Heppell
4.6 out of 5 stars  See all reviews (44 customer reviews)

Print List Price: £12.99
Kindle Price: £7.59 includes VAT* & free wireless delivery via Amazon Whispernet
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Book Description

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.



Product Description

Review

"...another easy read from the bestselling author of How to Be Brilliant" - Accent Magazine, July 2006

"A really good handbook and an excellent investment." YE Magazine

Positive review in The Publican, October 2006

Author Article - Tandoori Magazine, October 2006

 

From the Back Cover

Everybody loves Five Star Service. It's the surest way to a more successful career for you and greater success for your organization. What's more, 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 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.

In this simple but hugely powerful little book, bestselling author Michael Heppell shows you exactly how to deliver Five Star Service, as an individual and as an organization, and at very low cost.

This book is for if you'd like to:

  • make your customers (and your colleagues) happier, more often
  • deliver remarkable results that will fast track your career
  • win more customers without spending a fortune
  • get repeat orders and referrals from everyone you encounter

Are you ready to shine?

 

 


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More About the Author

Michael Heppell is described as the UK's number one motivational trainer and is the author of the bestselling 'How to Be Brilliant' and 'Brilliant Life'. Michael's 'Brilliant' 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. His current clients include major blue chip companies, high street retailers and Government bodies.

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Customer Reviews

Most Helpful Customer Reviews
8 of 8 people found the following review helpful
5.0 out of 5 stars Pure and Total Brilliance! 6 May 2011
By Melanie
Format:Paperback
I bought this book during one of my many hours spent in an airport! It total captivated and inspired me and is certainly something that everyone could benefit from reading. I could not put it down and read it all in one night, then I read it again to help me prepare for an important job interview, then I felt that I had to share it with my management team and now it is embedded into our organisation and really is a must have.

Pure and total brilliance, written in a fun and informative way. I will be seeking out all other Micheal Heppell books now.
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4 of 4 people found the following review helpful
5.0 out of 5 stars It Does What It Says on the Cover 13 Sept. 2013
By Mark
Format:Paperback|Verified Purchase
So simple, so easy, so intuitive this is a must read book for anyone who gets within 20m of a customer. No matter what service you give to whom it is a must read. A pick up and put down book that to be honest you cannot put down. I am using this to inspire, challenge, motivate and above all improve my team and it's working. Thanks Mr H! :-)
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4 of 4 people found the following review helpful
Format:Paperback|Verified Purchase
Great tips for anyone, doesn't matter which kind of area are you working or not working. You'll start notice things about how people service you and how important it really is - for any kind of situation in life. SERVICE really does come first!
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2 of 2 people found the following review helpful
5.0 out of 5 stars A must read for any service professional!!! 7 Feb. 2011
Format:Paperback
I read this book twice in one week. I have been on a two year sabbatical from working and I am preparing to get back into the retail service industry again. The first time I read the book it was to just take in all the wonderful information and become super excited about giving exceptional service again. The second time I read it and made notes about how I was going to use the information to inspire my staff to have the same passion for service as I do. This book provides instant gratification. I can start using the principles in my professional and personal life immediately. It is not complicated which is the true beauty of the book. As an American living and working in Norway, I look forward to bringing a new level of service to a country where in my opinion 5 star service has yet to be discovered.
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1 of 1 people found the following review helpful
By Nicholas J. R. Dougan TOP 1000 REVIEWER VINE VOICE
Format:Paperback|Verified Purchase
I had the CDs of 5 Star Service, but sadly I must have lent them to someone and not received them back, so when I wanted to introduce the partners at my current firm to Michael Heppell’s excellent ideas, I had to resort to buying them the book. This has the advantage of introducing some new stories, as we are on to the second edition, and while I can hear Michael Heppell’s rich Geordie accent reading out many of them, it won’t be quite the same thing for the others. (And besides, it’s hard enough to get the partners to listen to an audio book, let alone actually read one!)

So while I would really, absolutely and unequivocally recommend that you snap up the CDs if you find them in a charity shop or when Mr Heppell gets around to re-recording them, I merely unequivocally recommend that you buy this book.

Written in an informal and lively way – many of the sentences are I think the very same ones that he reads on the audiobook – I am hard-pressed to think of any significant area of customer service that he doesn’t cover. He covers psychology of client service (without I think ever needing to use that word) and numerous techniques both to deal with customers and to build a customer service culture in an organisation. Its practical advice, grounded in common sense, but I doubt that many academics would be able to pick faults with it. He tells stories – the EasyJet flight back to Newcastle is my favourite – he proposes simple models, like “RADAR thinking” and the Service Star, and he populates the book with numerous simple techniques – the wee wows – to throw into the mix. At the end of the book – and this is something you didn’t get on the audio – he proposes how the book might be used as part of an in-house training programme, with slightly different programmes for five organisational types.

This is a great book. But, Mr Heppell, get out the tape recorder and make another audiobook as well!
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2 of 2 people found the following review helpful
5.0 out of 5 stars Great 16 Dec. 2012
By Mark
Format:Paperback|Verified Purchase
The book arrived yesterday and I have already went through 30 pages. It`s written in a very simple way and most of the suggested ideas are things that people know but as the author mentioned himself, what actually matters is applying the knowledge in your daily routine.
I want to start working in service next year so this is a great head start for me to develop my social skills and differentiate myself from my colleagues by bringing something more to the table than average Joe customer service. This is definitely a very good buy. As the Tesco commercials goes: "every little helps" so does it go with this book. If this book doesn`t improve your "game", you`re definitely not reading it very closely.
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2 of 2 people found the following review helpful
5.0 out of 5 stars Improve your customer service cheaply! 17 Oct. 2008
Format:Paperback
Heppell's latest book is an accessible and practical guide to enhancing customer service. What I especially liked about this book was the practical low/no cost ways to improve customer service. A useful reminder to all of us who work in the field that providing good customer service doesn't have to cost the earth.
Simon Hazeldine Author of 'Bare Knuckle Customer Service', 'Bare Knuckle Selling' and 'Bare Knuckle Negotiating'
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1 of 1 people found the following review helpful
5.0 out of 5 stars Briiliant Customer Service Guide/Bible 10 Jun. 2012
Format:Paperback|Verified Purchase
I was looking for a book that I could recommend to my business consultancy clients and after a huge amount of research came across this book. I read all the reviews and the book description but wondered if it could really be that good! I wasnt disappointed as when it arrived I discovered it was a book you could both read from cover to cover and also use as an exhaustive reference tool for customer care. I have now added it to my recommended reading list for my business startup clients and business growth consultancy clients. I wouldnt hesitate to recommend this to anyone, especially those that even think they know it all as its a comprehensive reminder and will also bring you bang up to date too with a mountain of ideas, tools and methods of improving your customer service and hence gaining more clients then retaining them!!!
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Most Recent Customer Reviews
5.0 out of 5 stars Five Stars
Great book
Published 1 month ago by Mohd Onn Rashdi
5.0 out of 5 stars Five Stars
We use this book with all our support staff. We are a sixth form college.
Published 6 months ago by CarolineP
5.0 out of 5 stars Nice easy read
Nice easy read and some great quick tips to use every day.
Published 6 months ago by TaliaT
5.0 out of 5 stars Five Stars
Good quality book just what I needed for my studies
Published 7 months ago by JAYNE PLAYFAIR
5.0 out of 5 stars One of the best customer service books you can get
This book combines self evaluation methods and real life examples to deliver lessons in customer service in bite size chapters. Read more
Published 11 months ago by MISS I GUBINAITE
4.0 out of 5 stars recommended seller - very good quality
nice book easy to read, fast response, good price, perfect seller, what you see is what you get. I recommend and I would buy again.
Published 13 months ago by spiros
4.0 out of 5 stars Five star book
some very useful suggestions and lots of anecdotal information well set out as a read through or quick reference. great
Published 17 months ago by AntSherlock
4.0 out of 5 stars Recommended to recent graduates or entry-level staff.
This is recommended especially to those who are just starting out in retail, customer service, hospitality industry and sales (not necessarily retail) because it has lots of... Read more
Published 24 months ago by Jacqueline Caparas
5.0 out of 5 stars great book
This book will help anyone in retail. It helps you understand the customer more and what we can do to get them to be raving fans of our shop
Published on 25 Feb. 2013 by mark lawrence
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