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

Published by Pearson Business (September 17, 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!

Introduction

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

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