Published by Pearson (September 25, 2015) © 2016
Michael HeppellThe full text downloaded to your computer
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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 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