Going Above and Beyond: Reach the Pinnacle of Customer Service by Learning How to . . . Think and Act Like a Concierge

by Katharine C. Giovanni

Newroad Publishing | August 1, 2009 | Trade Paperback

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Whether for a business owner or an employee, this guide will show how to offer concierge-level customer service that will provide an edge in today's competitive business world. From interviews with top concierges to helping review nonverbal cues and body language, the information presented will help polish a professional image, refine communication skills, and teach the core beliefs and values that lead to extraordinary customer service.

Format: Trade Paperback

Dimensions: 160 pages, 3.54 × 2.36 × 0.16 in

Published: August 1, 2009

Publisher: Newroad Publishing

Language: English

The following ISBNs are associated with this title:

ISBN - 10: 1931109087

ISBN - 13: 9781931109086

Appropriate for ages: 18 - 18

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– More About This Product –

Going Above and Beyond: Reach the Pinnacle of Customer Service by Learning How to . . . Think and Act Like a Concierge

by Katharine C. Giovanni

Format: Trade Paperback

Dimensions: 160 pages, 3.54 × 2.36 × 0.16 in

Published: August 1, 2009

Publisher: Newroad Publishing

Language: English

The following ISBNs are associated with this title:

ISBN - 10: 1931109087

ISBN - 13: 9781931109086

Table of Contents

Introduction 11 Chapter 1 The Great Secret of the Concierge Industry 17 Chapter 2 Kindness Leads to Loyalty 23 People Appreciate Good Customer Service 29 — An Interview with Mike Wall Chapter 3 Your First Impression Should Be the BEST 33 Know Your Client’s Expectations 40 — An Interview with Coco Giancana Chapter 4 Speech — What to Say and How to Say it 45 Concierge Work Is a Lifestyle 52 — An Interview with Stephanie Leese Emrich Chapter 5 The Handshake 57 Put It There — by Dr. Allen Konopacki Chapter 6 Professional Image 65 It’s All about Good Customer Service 70 — An Interview with Erica Davis Chapter 7 Body Language and Nonverbal Communication 73 Take Their Request, and Then Go Above and Beyond it 78 — An Interview with Leslie O. Graham Chapter 8 The Lobby and Front Desk Staff 81 You Should Have a Can-Do Attitude 90 — An Interview with Jill Suzanne Preis Chapter 9 Communications Skills 93 Everyone Who Works in Front of the Public Should Be Warm, 106 Friendly and Honest — An Interview with Carla Mandell Chapter 10 Yes, There Are Rude Customers 109 Don’t Bring Your Baggage to Work 117 — An Interview with Ron Giovanni Chapter 11 International Protocol 121 It’s the Three C’s: Confidence, Courtesy and Common Sense 127 — An Interview with Dallas Teague Snider, CMP Chapter 12 Internal Customer Service 131 They’ll Always Remember How You Made Them Feel 137 — An Interview with Doug Cook
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From the Publisher

Whether for a business owner or an employee, this guide will show how to offer concierge-level customer service that will provide an edge in today's competitive business world. From interviews with top concierges to helping review nonverbal cues and body language, the information presented will help polish a professional image, refine communication skills, and teach the core beliefs and values that lead to extraordinary customer service.

About the Author

Katharine C. Giovanni is an international concierge training expert, a certified concierge specialist, president and cofounder of Triangle Concierge, and cofounder and chairman of the board of the International Concierge and Errand Association. She is the coauthor of The Concierge Manual. She lives in Wake Forest, North Carolina.

Editorial Reviews

“From the woman who set the standards for the Concierge Industry comes a refreshingly new take on customer service that is all about the “nice" factor. If you value excellence, recognize quality and understand your clientele, delivering customer service the Concierge way will take you above and beyond your competition."  —Jackie Farley, professor of Women's Studies, University of Oklahoma, and CEO, Wise Women Incorporated

Appropriate for ages: 18 - 18

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