Five Star Service, One Star Budget: How to create magic moments for your customers that get you noticed, remembered and referred

Five Star Service, One Star Budget: How to create magic moments for your customers that get you noticed, remembered and referred

by Michael Heppell
Released January 2009
Publisher(s): Pearson Education Limited
ISBN: 9780131370036

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Book description

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 often

  • deliver remarkable results that will fast track your career

  • win more customers without spending a fortune

  • get repeat orders and referrals from everyone you encounter

    • Are you ready to shine?

    Table of contents

    1. Five Star Service, One Star Budget
      1. Books that make you better
      2. Acknowledgements
      3. Introduction
          1. Why bother with five star service?
          2. The easy way to five star results
          3. How to get the most from this book
          4. Isn’t five star service something that only works for a whole team?
          5. What would people say about you?
      4. The Service Star™
          1. Wow factor
          2. Complaints
          3. Written testimonial
          4. Recurring problems
          5. Repeat sales or referrals
          6. Delays
          7. Service training
          8. System failure
          9. Service PR
          10. Attrition
          11. Finally
      5. Wee Wows
      6. The top three referability habits
      7. The emotional bank account
      8. Putting on the Ritz
          1. How could they do better?
      9. 99 per cent of people are good ...
      10. Designing fantastic service
      11. Beware the silent customer
      12. RADAR thinking™
      13. RADAR thinking at work
      14. Send cards
          1. Other ideas around the card theme
            1. Flip chart thanks
            2. Blog thanks
            3. Send a letter
            4. Photo thanks
      15. The customer is always right – not!
      16. Feel, felt, found
      17. What’s in a smile?
      18. One chance to make a first impression
      19. I honestly don’t care about your problems . . .
      20. Empowering service
      21. Creativity gives better service
          1. Some brilliant examples
      22. It’s not what you say
      23. It’s your best friend – the awkward customer
      24. Building a customer service brand
      25. Be individual, encourage individuals
      26. Prepare for and relish competition
      27. The difference between one, some, many and all
          1. So how do you write a set of service values you can live by?
      28. Super scripts
          1. The pros and cons of scripts
      29. Voicemail, answering machines and automated call queue systems
      30. Telephone service
      31. Advanced telephone service
          1. Voice mirroring
          2. Primary styles
      32. Tiny steps to giant strides
      33. What’s in a name?
      34. Hills and valleys
      35. Good ideas vs desirable ideas
      36. Ring the bell
      37. Spanners and Heroes
      38. Know your competition
          1. Four big points
      39. Speed it up!
      40. And finally . . .
      41. Enjoyed Five Star Service, One Star Budget?
      42. See Michael Heppell Live
      43. Contact Michael Heppell

    Product information

    • Title: Five Star Service, One Star Budget: How to create magic moments for your customers that get you noticed, remembered and referred
    • Author(s): Michael Heppell
    • Release date: January 2009
    • Publisher(s): Pearson Education Limited
    • ISBN: 9780131370036