5 Star Service

This is the book that will show you how to ensure customers are raving about your products and services and come back for more.


Author: Michael Heppell

Publisher: Ft Press

ISBN: 0273734385

Category: Business & Economics

Page: 241

View: 106

This is the book that will show you how to ensure customers are raving about your products and services and come back for more. Five Star Service 2nd edition is an easy read, high impact title from the bestselling author of How to Be Brilliant, Michael Heppell. 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 and help you • •Delight your customers every time. •Deliver remarkable results that will keep them coming back for more. •Win more customers without spending a fortune. •Get repeat orders and referrals from everyone you encounter. Whatever your sector and however senior or junior you are, this book is full of customer service ideas, actions and initiatives that are simple, powerful and easy to implement today. With exciting examples from a wide range of organisations from hotels to hospitals, whatever your product or service, you'll find something to make your offering sparkle and your service shine. And with dozens of ideas and tactics to choose from, you'll find yourself dipping into Five Star Service again and again. New for this edition: • •Mastering social media in service •Secret shopping •90 day training programmes for every sector •The impact of speed •Leadership in service •Dozens of inspirational stories and powerful new ideas Michael Heppell is one of the UK's number one motivational trainer and is the author of the bestselling Flip It, How to Be Brilliant and Brilliant Life. Michael's seminars and workshops have been attended by thousands of people and are used by hundreds of companies across the UK and overseas to boost motivation and radically improve their levels of service. His clients include major blue chip companies, high street retailers and Government bodies, and are embraced by customer service giants such as the Milestone Hotel, London - voted as Best Customer Service Hotel in the World, legendary retailer John Lewis and Coca Cola.

Five Star Service One Star Budget

Why bother with five star service ? Does it sound like a lot of effort to deliver five
star service ? Maybe you are wondering whether it's really necessary – after all ,
unless you are a five star hotel , why put in all the extra effort if you see your ...


Author: Michael Heppell

Publisher: Pearson Education

ISBN: 0273707922

Category: Business & Economics

Page: 128

View: 156

This book provides readers with strategies and advice on providing top quality customer service at very low cost to their organisation. It aims to help readers make their customer and colleagues happier; develop their careers; grow their customer base; get repeat orders and referrals. Table of contents: * The service star * Wee wows * The top three referability habits * The emotional bank account * Putting on the Ritz * 99 percent of people are good * Designing fantastic customer 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 * Be individual, encourage individuals * Prepare for and relish competition * The difference between one, some, many and all * Super script * Voicemail, answering machines and automated call queue systems * Telephone services * Advanced telephone service * Tiny steps to giant strides * What's in a name? * Hills and valleys * Good ideas verses desirable ideas * Ring the bell * Spanners and heros * Know your competition * Speed it up!

Five star Service

Cary Cavitt offers insights in how to give five-star service.


Author: Cary Jon Cavitt

Publisher: Createspace Independent Publishing Platform

ISBN: 1542543339


Page: 200

View: 472

Cary Cavitt offers insights in how to give five-star service. Each chapter starts with a question and then offers solutions on how to provide excellent service to your customers. Everything from what attracts customers to how to gain a loyal following will be addressed. Five-Star Service is filled with easy to understand answers that will not only help your organization improve, but also help in bringing customers back.

Five Star Service

'Michael Heppell is the ultimate service guru.' Jonathan Raggett, MD Red Carnation Hotels & Hotelier of the Year 'At Boodles customer service is everything. This book is compulsive and compulsory reading for our staff.


Author: Michael Heppell

Publisher: FT Press

ISBN: 1292100206


Page: 296

View: 260

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!

Operation Five Star

With this book, James Saxton describes proven techniques to seize control in the practice and create the best possible experience for patients.


Author: James W. Saxton


ISBN: 0990724115

Category: Medical

Page: 114

View: 413

The healthcare environment focus on quality of care and efficiencies, tied to reimbursement, means the Five-Star service concept for physicians and other providers now takes on great significance. With this book, James Saxton describes proven techniques to seize control in the practice and create the best possible experience for patients.

Five star Customer Service

Accompanying CD-ROM contains ... "several tools to help you get started and to maintain a five-star service concept." -- p. vii.


Author: James W. Saxton

Publisher: HC Pro, Inc.

ISBN: 1578396972

Category: Medical

Page: 100

View: 534

Accompanying CD-ROM contains ... "several tools to help you get started and to maintain a five-star service concept." -- p. vii.

Five Star Teamwork

There's an old saying in the service business : “ The customer is always right ! ”
For five star teams , that's not just a timeworn phrase – it's a guiding principle . No
matter the situation , regardless of the issue , the team's job is to make sure the ...


Author: Steve Ventura

Publisher: The Walk The Talk Company

ISBN: 1885228686

Category: Career development

Page: 43

View: 501

Terrific Five Star Customer Service

Keith Hawk and Stan Toler raise the bar on five star customer service by featuring special people who are without doubt the most loving, caring people on God's big earth!


Author: Stan Toler


ISBN: 1937602753

Category: Customer services

Page: 134

View: 489

Terrific is a book that focuses on special people with Down Syndrome in the marketplace. It is a unique approach to defining excellence in customer service in a day when there appears to be very little found anywhere. For certain, it makes no difference about the locale or the type of business, quality customer service should be the norm, not the exception. Keith Hawk and Stan Toler raise the bar on five star customer service by featuring special people who are without doubt the most loving, caring people on God's big earth!

Five Stars

These stories reinforce the company's mission and values, and offer vivid
examples of what five-star service looks like. For example, the employees heard
the story of a guest whose car battery had died. A security guard tried to jump-
start the ...


Author: Carmine Gallo

Publisher: St. Martin's Press

ISBN: 9781250183477

Category: Business & Economics

Page: 256

View: 240

“As technology threatens to displace countless jobs and skills, the ability to communicate is becoming more important than ever. This book is full of examples to help you get better at transporting your thoughts and emotions into the minds of other people.” —Adam Grant, New York Times bestselling author of Give and Take, Originals, and Option B with Sheryl Sandberg How to master the art of persuasion—from the bestselling author of Talk Like TED. Ideas don’t sell themselves. As the forces of globalization, automation, and artificial intelligence combine to disrupt every field, having a good idea isn’t good enough. Mastering the ancient art of persuasion is the key to standing out, getting ahead, and achieving greatness in the modern world. Communication is no longer a “soft” skill—it is the human edge that will make you unstoppable, irresistible, and irreplaceable—earning you that perfect rating, that fifth star. In Five Stars, Carmine Gallo, bestselling author of Talk Like TED, breaks down how to apply Aristotle’s formula of persuasion to inspire contemporary audiences. As the nature of work changes, and technology carries things across the globe in a moment, communication skills become more valuable—not less. Gallo interviews neuroscientists, economists, historians, billionaires, and business leaders of companies like Google, Nike, and Airbnb to show first-hand how they use their words to captivate your imagination and ignite your dreams. In the knowledge age—the information economy—you are only as valuable as your ideas. Five Stars is a book to help you bridge the gap between mediocrity and exceptionality, and gain your competitive edge in the age of automation. In Five Stars, you will also learn: -The one skill billionaire Warren Buffett says will raise your value by 50 percent. -Why your job might fall into a category where 75 percent or more of your income relies on your ability to sell your idea. -How Airbnb’s founders follow a classic 3-part formula shared by successful Hollywood movies. -Why you should speak in third-grade language to persuade adult listeners. -The one brain hack Steve Jobs, Leonardo da Vinci, and Picasso used to unlock their best ideas.

The Five Star Church

In most cases, it is all of this and more. Why should your church be any different? The Five Star Church reveals how you can pursue Christian excellence and uphold the Lord's command to "honor one another above yourselves" (Romans 12:10).


Author: Stan Toler

Publisher: Gospel Light Publications

ISBN: 0830723501

Category: Religion

Page: 252

View: 221

Ever wonder how a restaurant or hotel earns a five-star rating? Is it the people? The location? The service? In most cases, it is all of this and more. Why should your church be any different? The Five Star Church reveals how you can pursue Christian excellence and uphold the Lord's command to "honor one another above yourselves" (Romans 12:10). It contains tips, tools and the inspiration you need to build a top-quality church that people will flock to and participate in. Now matter how small your ministry or budget, God can use your church effectively to make everyone there feel welcome and cared for - the marks of a five-star church!

101 Ways to Stop Losing Your Customers

101 scenarios of bad customer service experiences and what should have happened instead.


Author: Vivian Campbell

Publisher: Independently Published

ISBN: 1704204488


Page: 124

View: 179

101 scenarios of bad customer service experiences and what should have happened instead.

5 star Programming and Services for Your 55 Library Customers

Library's. Outreach. Services. and. Seniors. On-Line. CyberSeniors. LIBRARY
Collier County Public Library, Collier County, Naples, Florida, population
250,000 SENIOR PROGRAM WEBSITES <www.collier-lib.org/outreach/> and <


Author: Barbara T. Mates

Publisher: American Library Association

ISBN: 0838908438

Category: Language Arts & Disciplines

Page: 154

View: 507

As the population approaches 55 and above, libraries are faced with an opportunity to serve an underserved population. In this handbook, Barbara Mates explains the ins and outs of planning, developing, marketing and finding successful programmes and services for the greying population.

Tourism Management in Southern Africa

African hotels in this category include : The five tier product line included the
following : The Sandton Towers Intercontinental Hotel five star hotels ( very
expensive , excellent service , The Mount Nelson in Cape Town personal
services and ...



Publisher: Pearson South Africa

ISBN: 1868911861

Category: Tourism

Page: 290

View: 670

Services Marketing Text And Cases

A manager in the hotel gets feedback from five people he knows : 200 questions
about him are answered ... For example , the preferences of customers , who
prefer five star hotels , seem to converge on services associated with that kind of
star ...


Author: Verma

Publisher: Pearson Education India

ISBN: 8177586734

Category: Service industries

Page: 484

View: 373

Masterpieces in Health Care Leadership

Early on, our marketing spiel for the outpatient pavilion opening was "real- class
care, five-star service," and we articulated that from the day we opened. I did the
orientation for staff when we first hired them. We talked about what makes ...


Author: Vincent Pelote

Publisher: Jones & Bartlett Publishers

ISBN: 9781449663995

Category: Law

Page: 298

View: 195

Masterpieces in Health Care Leadership: Cases and Analysis for Best Practices is a series of case studies that describes in detail the overview and framework for understanding the role and impact of healthcare leaders, vis-à-vis the concepts and tools already presented in the companion workbook by the same authors: Health Care Leadership: Practical Tools Workbook. Each case study will also feature in-depth leadership profiles (emotional intelligence, social motive, leadership style, and personality type) and practical analysis of the organizational structures and specific philosophies behind the specific topics. Important Notice: The digital edition of this book is missing some of the images or content found in the physical edition.

Effective Guest House Management

Four Star: Superior comfort and quality with a high standard of furnishings,
service and guest care. * Five Star: Exceptional quality and luxurious
accommodation. Highest standard of furnishings, flawless service and meticulous
guest care.


Author: Ronelle Henning

Publisher: Juta and Company Ltd

ISBN: 0702177059

Category: Travel

Page: 218

View: 344

Beginning with information on how to build, equip, and decorate a guest house, this guide reveals how to deal with guests from reservation to checkout, all while providing world-class customer service and value for the money.

Social care

What we looking for providers to supply a five - star service assumptions are you
making about demand in the to everybody , not just in the care that is delivered ,
coming decades and what are you basing these but ( for residential care ) in the ...


Author: Great Britain: Parliament: House of Commons: Health Committee

Publisher: The Stationery Office

ISBN: 0215544684

Category: Political Science

Page: 211

View: 640

Incorporating HC 1021-i to iii, session 2008-09

Exceptional Service Exceptional Profit

Filled with detailed, behind-the-scenes examples, this award-winning book unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better ...


Author: Leonardo Inghilleri

Publisher: AMACOM

ISBN: 9780814415399

Category: Business & Economics

Page: 192

View: 719

"Filled with treasure and big ideas, this book will help you become exceptional." - SETH GODIN In a tight market, your most powerful growth engine-and your best protection from competitive inroads-is this: put everything you can into cultivating true customer loyalty. Loyal customers are less sensitive to price competition, more forgiving of small glitches, and, ultimately, become "walking billboards" who will happily promote your brand. In Exceptional Service, Exceptional Profit, insiders Leonardo Inghilleri and Micah Solomon reveal the secrets of providing online and offline customer service so superior it nearly guarantees loyalty. Their anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon's company Oasis, and has since proven itself in countless companies around the globe-from luxury giant BVLGARI to value-sensitive auto parts leader Carquest, and everywhere in between. Now, readers can take the techniques that minted money for these brands and apply them directly to their own businesses. As Ken Blanchard writes, "Leonardo and Micah's philosophies, rules, and winning examples of service excellence will make you want to implement their suggestions immediately in your own organization." Filled with detailed, behind-the-scenes examples, the book unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better than it ever has before.

Achieving Excellence Through Customer Service

late 2001, U.S. Bancorp launched a multimilliondollar media campaign
promoting “Five Star Service”. This is the same bank that lost 27 percent of its
stock value and $7 billion in market capitalization on December 6, 1999 because
they lost ...


Author: John Tschohl

Publisher: AudioInk

ISBN: 9781613391693

Category: Business & Economics


View: 464

If you've heard and read all you want to know about how bad service is in the world and how important service is to customers and to your bottom line, you may be ready for a little action. This is the 8th edition and has been updated with 2011 information. After many recent articles and books dealing with the need for quality service, few business managers remain unconvinced.Many, however, remain unequipped to express their commitment in action. The mission of this book is to equip the already convinced to implement the already proved: service is a strategy as powerful as marketing and as potent as a quality product itself in the ongoing effort to realize the full profit potential of a company.This book gives you detailed, step-by-step knowledge that you can use in establishing profitable customer service strategies. The profit-producing capability of an organization derives from impressions made by all employees on the organization's customers. The means of creating these impressions are the quality and efficacy of the product or service that the employees sell: the quality, accuracy, dependability, and speed of their service and the warmth of their human relationships with customers.Training and motivation for people who actually deliver service and how-to-do-it implementation instructions are the twin I-beams supporting the substance of this book. They are: The reason this book was written. The features that distinguish this book from other books on service.Among key benefits to readers of this book are: Hands-on ideas, skills, and techniques that can be used immediately. Knowledge about shaping employee attitudes, a powerful competitive force moving a firm toward greater market share, customer loyalty, and profitability.

Post Punk Perception

be the activity of dining; the services and products are different when we go to a
hawker centre214 to that of McDonald's and also to that of a fine-dining
restaurant. No one will go to a hawker centre and demand five-star service.
Similarly, one ...


Author: Edmund Wong

Publisher: Xlibris Corporation

ISBN: 9781483672748

Category: Philosophy

Page: 450

View: 408

Growing up in Singapore in the 80s has been challenging. I didn't know much about life or economy. I didn't know what I want to do apart from playing. I know I had to study and get a job. In school we had to write composition about our profession when we grow up. I had never wanted to be a philosopher, let alone writing about social philosophy. It is just that growing up with a single parent is tough. It is tougher when she is uneducated and I had to learn most things by myself. After my National Service, I decided to further studies. That was when I was exposed to philosophy and psychology in the UK. After graduation in 1999 with a degree in Electronics, I came back home to resume my National Service (I disrupt it and had about 2 months left). The life in UK exposed me to something that I did not notice when growing up in Singapore. I find local social scene unsatisfactory. They are Confucians, Muslims, Christians, freethinkers and humanists. Most time, they are preoccupied with how to earn more money. Religion does not give me the fulfillment that it promised. In addition, most were based on Singaporeans' interpretation of the Bible and Buddhism's dharma. Most times, I feel that everything that Singaporeans do has got to do with wealth creation or at least with the expenditure of it. It end up like what Pope Francis referred to as "the cult of money." Organised religion involves more fear-mongering than cultivating an inner grace and peace. Hence this book is about how I relate an ancient thinker's ethics (Aristotle) to the present day. I find Aristotle's ethics to most suit my needs as a man and lover. It does not pretend to be more than what it seek, the golden mean. It does require us to think and explore the values to find balance and achieve wisdom with intellectual and moral virtues. I also find other philosophers (French or not) particularly insightful and thought-provoking. They offer me explanation and exploration on subjects like love, sex, and death. Freudian psychoanalysis are also very penetrating in their findings and insights. Moreover, I needed some contemporary psychological theory, not in-depth psychoanalysis, to back Aristotle's model of ethics (intellectual and moral virtues). Hence the psychological background of my book. I got acquainted with these psychological theories when I was preparing myself to be a financial consultant. I later found out more about them and they became useful in my work and life. Hence I would like to share it with people in Asia so that they can ask the right kind of questions in life in order to learn more about themselves and the social milieu they are living in. Because everyone of us are affected by the social sciences (politics, economics and sociology). This book will, I hope, allow us to understand why we are irrational and how we can make rational changes through reasonings in their life and achieving eudaimonia. My wish is simply to share what I enjoy doing, apart from creating useful ideas to improve the world. Through my book, I hope to make others understand religion, science and philosophy and how they play an increasingly integral part in the Asian century.