160 pages, 9 × 6 × 0.4 in
August 1, 2009
The following ISBNs are associated with this title:
ISBN - 10: 1931109087
ISBN - 13: 9781931109086
Table of Contents
Introduction 11Chapter 1The Great Secret of the Concierge Industry 17Chapter 2Kindness Leads to Loyalty 23People Appreciate Good Customer Service 29 An Interview with Mike WallChapter 3Your First Impression Should Be the BEST 33Know Your Client’s Expectations 40 An Interview with Coco GiancanaChapter 4Speech What to Say and How to Say it 45Concierge Work Is a Lifestyle 52 An Interview with Stephanie Leese EmrichChapter 5The Handshake 57Put It There by Dr. Allen KonopackiChapter 6 Professional Image 65It’s All about Good Customer Service 70 An Interview with Erica DavisChapter 7Body Language and Nonverbal Communication 73Take Their Request, and Then Go Above and Beyond it 78 An Interview with Leslie O. GrahamChapter 8The Lobby and Front Desk Staff 81You Should Have a Can-Do Attitude 90 An Interview with Jill Suzanne PreisChapter 9Communications Skills 93Everyone Who Works in Front of the Public Should Be Warm, 106Friendly and Honest An Interview with Carla MandellChapter 10Yes, There Are Rude Customers 109Don’t Bring Your Baggage to Work 117 An Interview with Ron Giovanni Chapter 11International Protocol 121It’s the Three C’s: Confidence, Courtesy and Common Sense 127 An Interview with Dallas Teague Snider, CMPChapter 12Internal Customer Service 131They’ll Always Remember How You Made Them Feel 137 An Interview with Doug CookChapter 13How to Present a Positive Attitude 139Chapter 14Doing the Right Thing 149Chapter 15My Top 20 Keys to Extraordinary Customer Servi
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.
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