Five Star Service, One Star Budget
FT Press (Verlag)
978-0-273-70792-9 (ISBN)
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This is the book that will show you how to ensure customers are raving about your products and services and come back for more. During years of extensive research, Michael Heppell has proven that the best customer service experiences cost little if anything at all. 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. Five Star Service on a One Star Budget is another easy read, high impact title from the bestselling author of How to Be Brilliant, Michael Heppell. His first book is a global besteller and continues to sell well around the world. Now he's switched his focus to helping everyone achieve service excellence with the minimum of investment. 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 on a One Star Budget will show you how to wow your customers, colleagues and cohorts and it won't break the budget!
The book comprises 50 small chapters with lots of anecdotes, easy to use information and fun ideas. With a goal that there should be something for everyone, something that you can use immediately, which will have an impact on your life, an impact on your customers lives and an impact on the success of your organisation.
Michael Heppell is the UK's 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.
Introduction The Service Star Wee Wows The top three referability habits The emotional bank account Putting on the Ritz 99 per cent of people are good Designing fantastic service Beware the silent customer RADAR thinking RADAR thinking at work Send cards The customer is always right - not! Feel, felt, found What's in a smile? One chance to make a first impression I honestly don't care about your problems Empowering service Creativity gives better service It's not what you say It's your best friend the awkward customer Building a customer service brand Be individual, encourage individuals Prepare for and relish competition The difference between one, some, many and all Super scripts Voicemail, answering machines and automated call queue systems Telephone service Advanced telephone service Tiny steps to giant strides What's in a name? Hills and valleys Good ideas vs desirable ideas Ring the bell Spanners and Heroes Know your competition Speed it up! And finally
| Erscheint lt. Verlag | 8.6.2006 |
|---|---|
| Sprache | englisch |
| Maße | 154 x 234 mm |
| Gewicht | 292 g |
| Themenwelt | Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb |
| ISBN-10 | 0-273-70792-2 / 0273707922 |
| ISBN-13 | 978-0-273-70792-9 / 9780273707929 |
| Zustand | Neuware |
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