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Table of Contents

Introduction1. The Service Star (TM) Part 1 The psychology of service2. Loyalty 3.03. Make them feel famous4. Trust me5. One chance to make a first impression6. Forget about the exceptional7. Big Buyer is watching you8. 99 per cent of people are good...9. The top three referability habits Part 2Emotional engineering 10. The emotional bank account11. Wee Wows (TM)12. What's in a name?13. Customer magic moments14. What's in a smile?15. Send cards16. Special requirements17. Putting on the Ritz18. Creativity gives better service Part 3Inspiring interactions19. Beware the silent customer
20. Super scripts21. Telephone service22. Advanced telephone service23. Voicemail, answering machines and automated call queue systems24. It's not what you say Part 4Boiler room basics 25. Embracing new technology26. RADAR thinking (TM)27. RADAR thinking (TM) at work28. Designing fantastic service29. Spanners and Heroes30. Suppliers are customers too31. Making the mundane marvellous32. Systemise routines - personalise exceptions33. The distraction of dirt34. Secret shopper Part 5Navigating the negatives35. Complaints, a chance to shine!36. The blind spot37. The customer is always right - not38. Feel, felt, found39. I honestly don't care about your problems40. It's your best friend - the awkward customer Part 6Lessons in leadership41. Who wants to fly with Captain Denny?42. Heads up!43. Recruiting service professionals
44. Be individual, encourage individuals45. Restoration team46. Ring the bell47. Service values48. Empowering staff Part 7Business blueprint49. Rate the brand50. Service PR51. Sell me a solution52. Building a customer service brand53. Hills and valleys54. Using 5 Star Service as a training resource Acknowledgements

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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 programmes 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.

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