Table of Contents

• 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

Promotional Information

The bestselling guide to attracting new customers, keeping existing ones and wowing them all with every contact.

About the Author

Michael Heppell is one of the UK's top motivational trainers. His programs on Brilliance and 5-Star Service have been attended by tens of thousands of individuals and used by many hundreds of companies across the UK and overseas as a way to motivate individuals to be all they can be. His current clients include major blue chip companies, high street retailers and Government bodies, plus individuals.