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Description

Contents

Introduction 1. The Service Star™ Part 1 The psychology of service 2. Loyalty 3.0 3. Make them feel famous 4. Trust me 5. One chance to make a first impression 6. Forget about the exceptional 7. Big Buyer is watching you 8. 99 per cent of people are good... 9. The top three referability habits Part 2 Emotional engineering 10. The emotional bank account 11. Wee Wows™ 12. What's in a name? 13. Customer magic moments 14. What's in a smile? 15. Send cards 16. Special requirements 17. Putting on the Ritz 18. Creativity gives better service Part 3 Inspiring interactions 19. Beware the silent customer 20. Super scripts 21. Telephone service 22. Advanced telephone service 23. Voicemail, answering machines and automated call queue systems 24. It's not what you say Part 4 Boiler room basics 25. Embracing new technology 26. RADAR thinking™ 27. RADAR thinking™ at work 28. Designing fantastic service 29. Spanners and Heroes 30. Suppliers are customers too 31. Making the mundane marvellous 32. Systemise routines - personalise exceptions 33. The distraction of dirt 34. Secret shopper Part 5 Navigating the negatives 35. Complaints, a chance to shine! 36. The blind spot 37. The customer is always right - not 38. Feel, felt, found 39. I honestly don't care about your problems 40. It's your best friend - the awkward customer Part 6 Lessons in leadership 41. Who wants to fly with Captain Denny? 42. Heads up! 43. Recruiting service professionals 44. Be individual, encourage individuals 45. Restoration team 46. Ring the bell 47. Service values 48. Empowering staff Part 7 Business blueprint 49. Rate the brand 50. Service PR 51. Sell me a solution 52. Building a customer service brand 53. Hills and valleys 54. Using 5 Star Service as a training resource Acknowledgements

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