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Five star service one star budget: how to create magic moments for your customers that get you noticed, remembered and referred

Author: Heppell, Michael Publisher: Pearson , 2006. ; Prentice Hall, 2006.Language: EnglishDescription: 128 p. : Ill. ; 24 cm.ISBN: 0273707922Type of document: Book
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Item type Current location Collection Call number Status Date due Barcode Item holds
Book Asia Campus
Main Collection
Print HF5415.5 .H47 2006
(Browse shelf)
900098033
Available 900098033
Total holds: 0

Digitized

mice one star budget Introduction 1 The Service StarTM 6 Wee Wows 13 15 The top three referability habits The emotional bank account Putting on the Ritz 21 18 99 per cent of people are good Designing fantastic service 30 . .. 26 Beware the silent customer 33 RADAR thinkingTM 36 RADAR thinking at w o r k Send cards 43 The customer is always right Feel, felt, found 49 What's i n a smile? 52 One chance to make a first impression 55 39 - not! 46 I honestly don't care about your problems.. Empowering service 60 Creativity gives better service 63 . 57 It's not what you say 67 It's your best friend - the awkward customer 70 Building a customer service brand 73 Be individual, encourage individuals 75 Prepare for and relish competition 78 The difference between one, some, many and a l l 81 Super scripts 85 Voicemail, answering machines and automated call queue systems 88 Telephone service 91 Advanced telephone service Tiny steps to giant strides 98 What's in a name? Hills and valleys 100 104 107 94 Good ideas vs desirable ideas Ring the bell 109 Spanners and Heroes Know your competition Speed it up! And finally.. 1 18 112 115 . 120

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