Five Star Service: How To Deliver Exceptional Customer Service, 3rd edition

Published by Pearson (September 25, 2015) © 2016

  • Michael Heppell Michael is one of the UK's leading business consultants, trainers and speakers. He has a who's who list of clients and is the author of the bestsellin
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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!

  • 1. The Service Star
  • Part 1
  • The psychology of service
  • 2. Loyalty 3.0
  • 3. Make them feel famous
  • 4. Trust me
  • 5. One chance to make a first impression
  • 6. Forget about the exceptional
  • 7. Big Buyer is watching you
  • 8. 99 per cent of people are good…
  • 9. The top three referability habits
  • Part 2
  • Emotional engineering
  • 10. The emotional bank account
  • 11. Wee Wows
  • 12. What's in a name?
  • 13. Customer magic moments
  • 14. What's in a smile?
  • 15. Send cards
  • 16. Special requirements
  • 17. Putting on the Ritz
  • 18. Creativity gives better service
  • Part 3
  • Inspiring interactions
  • 19. Beware the silent customer
    20. Super scripts
  • 21. Telephone service
  • 22. Advanced telephone service
  • 23. Voicemail, answering machines and automated call queue systems
  • 24. It's not what you say
  • Part 4
  • Boiler room basics
  • 25. Embracing new technology
  • 26. RADAR thinkingâ„¢
  • 27. RADAR thinkingâ„¢ at work
  • 28. Designing fantastic service
  • 29. Spanners and Heroes
  • 30. Suppliers are customers too
  • 31. Making the mundane marvellous
  • 32. Systemise routines - personalise exceptions
  • 33. The distraction of dirt
  • 34. Secret shopper
  • Part 5
  • Navigating the negatives
  • 35. Complaints, a chance to shine!
  • 36. The blind spot
  • 37. The customer is always right - not
  • 38. Feel, felt, found
  • 39. I honestly don't care about your problems
  • 40. It's your best friend - the awkward customer
  • Part 6
  • Lessons in leadership
  • 41. Who wants to fly with Captain Denny?
  • 42. Heads up!
  • 43. Recruiting service professionals
  • 44. Be individual, encourage individuals
  • 45. Restoration team
  • 46. Ring the bell
  • 47. Service values
  • 48. Empowering staff
  • Part 7
  • Business blueprint
  • 49. Rate the brand
  • 50. Service PR
  • 51. Sell me a solution
  • 52. Building a customer service brand
  • 53. Hills and valleys
  • 54. Using 5 Star Service as a training resource
  • Acknowledgements

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