Five Star Service: How to deliver exceptional customer service by Michael HeppellFive Star Service: How to deliver exceptional customer service by Michael Heppell

Five Star Service: How to deliver exceptional customer service

byMichael Heppell

Paperback | June 13, 2010

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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


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 will show you how to wow your customers, colleagues and cohorts.

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 G...
Title:Five Star Service: How to deliver exceptional customer serviceFormat:PaperbackDimensions:264 pages, 8.5 × 5.44 × 0.66 inPublished:June 13, 2010Publisher:Pearson EducationLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:0273734385

ISBN - 13:9780273734383


Table of Contents

1. The Service Star

2. Wee Wows

3. Heads up!

4. Putting on the Ritz

5. Complaints – a chance to shine!

6. Embracing new technology

7. Beware the silent customer

8. RADAR thinking

9. RADAR thinking at work

10. The emotional bank account

11. 99 per cent of people are good…

12. The top three referability habits

13. Ring the bell

14. The customer is always right –not!

15. Feel, felt, found

16. What’s in a smile?

17. Once chance to make a first impression

18. I honestly don’t care about your problems

19. Empowering staff

20. Prepare for and relish competition

21. It’s not what you say

22. It’s your best friend – the awkward customer

23. Building a customer service brand

24. Be individual, encourage individuals

25. Service values

26. Recruiting service professionals

27. Super scripts

28. Voicemail, answering machines and automated systems

29. Telephone service

30. Advanced telephone service

31. Customer magic moments

32. What’s in a name?

33. Know your competition

34. Speed it up!

35. Systemise routines – personalise exceptions

36. Making the mundane marvellous

37. The distraction of dirt

38. Send cards

39. Designing fantastic service

40. Creativity gives better service

41. Suppliers are customers too

42. Service PR

43. The blind spot

44. Big Buyer is watching you

45. Secret shopper

46. Special requirements

47. Sell me a solution

48. Take it from the top

49. Hills and valleys

50. Spanners and Heroes

51. Using 5 Star Service as a training resource