Five Star Service: How to deliver exceptional customer service (Prentice Hall Business) Paperback – 11 May 2010
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|Paperback, 11 May 2010||
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From the Back Cover
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!
Neither does it have to cost a fortune. There's a common misconception that five star customer 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.
Five Star Service, 2nd edition, by bestselling author Michael Heppell, shows you exactly how to deliver amazing service, as an individual and as an organisation, and at very low cost. With over 100 instant tips, 50 examples of best practice and over a dozen brand new strategies youll be equipped to wow your customers every time.
This book is perfect if you'd like to:
· Deliver remarkable results that will keep clients coming back for more
· Win the hearts and minds of new customers without spending a fortune
· Receive repeat orders and positive referrals from your customers
[INSIDE FRONT COVER]
Whatever your sector and however senior or junior you are, this book is full of customer service ideas, actions and initiatives that are simple, powerful and easy to implement today.
With exciting examples from a wide range of organisations from hotels to hospitals, whatever your product or service, you'll find something to make your offering sparkle and your service shine. And with dozens of ideas and tactics to choose from, you'll find yourself dipping into Five Star Service again and again.
New for this edition:
- Mastering social media in service
- Secret shopping
- 90 day training programmes for every sector
- The impact of speed
- Leadership in service
- Dozens of inspirational stories and powerful new ideas
[INSIDE BACK COVER]
Michael Heppell is one of the UK's number one motivational trainer and is the author of the bestselling Flip It, How to Be Brilliant and Brilliant Life. Michael's 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 and radically improve their levels of service.
His clients include major blue chip companies, high street retailers and Government bodies, and are embraced by customer service giants such as the Milestone Hotel, London - voted as Best Customer Service Hotel in the World, legendary retailer John Lewis and Coca Cola.
Michael Heppell is the ultimate service guru
Jonathan Raggett, MD Red Carnation Hotels & Hotelier of the Year
About the Author
Michael Heppell is the UKs number one motivational trainer. His programmes on Brilliance have been attended by thousands of individuals and used by 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.
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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!
The way the book was written is quite engaging.
On the other hand, the well experienced ones should look for other books because the book does not offer any "new discoveries".