Introduction
Welcome to the third edition of 5 Star Service.
Perhaps an appropriate question might be, ‘Why write a second or third edition?’ Well, since the first edition was published in 2006, I’m sure you will agree that your customers have become even more demanding. I’m certain you’ll also agree that the pressure on you to deliver amazing service has increased and the expectation is that everyone should be better. So here’s how I tackled the challenge of creating this latest edition.
Step One was to re-read the original 5 Star Service manuscript and take out everything that wasn’t as important, didn’t work or just felt dated.
Step Two was to continue my research into creating five star service. That was easy; I’m always on the look-out ...
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