Five Star Service: How to deliver exceptional customer service, 3rd edition
Five Star Service
ISBN-13: 9781292100203
What's included
Overview
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!
Features and benefits
Table of contents
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
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 thinking™
27. RADAR thinking™ 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
For teachers
All the material you need to teach your courses.
Discover teaching materialPublished by FT Press (September 17th 2015) - Copyright © 2015