Most helpful positive review
2 of 2 people found the following review helpful
Some brilliant (Michael Heppell likes that word!) ideas about customer service, but not quite as funny as the CDs
on 13 January 2015
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!