Five Star Service, One Star Budget: How to create magic moments for your custome

商家名称	信用等级	购买信息	订购本书
		Five Star Service, One Star Budget: How to create magic moments for your custome
		Five Star Service, One Star Budget: How to create magic moments for your custome

基本信息·出版社：FT Press
·页码：144 页
·出版日期：2009年01月
·ISBN：0273707922
·International Standard Book Number：0273707922
·条形码：9780273707929
·EAN：9780273707929
·装帧：平装
·正文语种：英语

内容简介 在线阅读本书

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.
作者简介

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.

媒体推荐 "...another easy read from the bestselling author of How to Be Brilliant" - Accent Magazine, July 2006

"A really good handbook and an excellent investment." YE Magazine Positive review in The Publican, October 2006 Author Article - Tandoori Magazine, October 2006
专业书评 From the Back Cover

Everybody loves Five Star Service. It's the surest way to a more successful career for you and greater success for your organization. What's more, it's not half as difficult or time consuming to achieve as you might think!

Neither does it have to cost a fortune. There's a common misconception that Five Star Service carries a hefty price tag - this is simply not true! Many of the essential components of Five Star Service cost little or nothing to achieve.

In this simple but hugely powerful little book, bestselling author Michael Heppell shows you exactly how to deliver Five Star Service, as an individual and as an organization, and at very low cost.

This book is for if you'd like to:

make your customers (and your colleagues) happier, more oftendeliver remarkable results that will fast track your careerwin more customers without spending a fortuneget repeat orders and referrals from everyone you encounter

Are you ready to shine?

 

 

目录

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…

 

 

 

 

……

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