Five star service, one star budget: how to create magic moments for your customers that get you noticed, remembered, and referred
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Harlow ; Munich u.a.
Pearson/Prentice Hall Business
2006
|
| Ausgabe: | 1. publ. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | IX, 128 S. Ill. |
| ISBN: | 9780273707929 |
Internformat
MARC
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| 245 | 1 | 0 | |a Five star service, one star budget |b how to create magic moments for your customers that get you noticed, remembered, and referred |c Michael Heppell |
| 250 | |a 1. publ. | ||
| 264 | 1 | |a Harlow ; Munich u.a. |b Pearson/Prentice Hall Business |c 2006 | |
| 300 | |a IX, 128 S. |b Ill. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 650 | 4 | |a Customer services |x Management | |
| 650 | 4 | |a Consumer satisfaction | |
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| 999 | |a oai:aleph.bib-bvb.de:BVB01-017710630 | ||
Datensatz im Suchindex
| _version_ | 1804139344156426240 |
|---|---|
| adam_text | Contents
Introduction 1
The Service Star™ 6
Wee Wows 13
The top three referability habits 15
The emotional bank account 18
Putting on the Ritz 21
99 per cent of people are good ... 26
Designing fantastic service 30
Beware the silent customer 33
RADAR thinking™ 36
RADAR thinking at work 39
Send cards 43
The customer is always right - not! 46
Feel, felt, found 49
What s in a smile? 52
One chance to make a first impression 55
I honestly don t care about your problems ... 57
Empowering service 60
Creativity gives better service 63
FIVE STAR SERVICE. ONE STAR BUDGET
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 all 81
Super scripts 85
Voicemail, answering machines and automated call queue
systems 88
Telephone service 91
Advanced telephone service 94
Tiny steps to giant strides 98
What s in a name? 100
Hills and valleys 104
Good ideas vs desirable ideas 107
Ring the bell 109
Spanners and Heroes 112
Know your competition 115
Speed it up! 118
And finally... 120
|
| any_adam_object | 1 |
| author | Heppell, Michael |
| author_facet | Heppell, Michael |
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| building | Verbundindex |
| bvnumber | BV035656136 |
| callnumber-first | H - Social Science |
| callnumber-label | HF5415 |
| callnumber-raw | HF5415.5 |
| callnumber-search | HF5415.5 |
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| classification_rvk | QP 620 |
| ctrlnum | (OCoLC)65065550 (DE-599)BVBBV035656136 |
| dewey-full | 658.8/12 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 1. publ. |
| format | Book |
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| id | DE-604.BV035656136 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T21:42:35Z |
| institution | BVB |
| isbn | 9780273707929 |
| language | English |
| lccn | 2006044767 |
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| physical | IX, 128 S. Ill. |
| publishDate | 2006 |
| publishDateSearch | 2006 |
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| record_format | marc |
| spelling | Heppell, Michael Verfasser aut Five star service, one star budget how to create magic moments for your customers that get you noticed, remembered, and referred Michael Heppell 1. publ. Harlow ; Munich u.a. Pearson/Prentice Hall Business 2006 IX, 128 S. Ill. txt rdacontent n rdamedia nc rdacarrier Customer services Management Consumer satisfaction Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Verbraucherzufriedenheit (DE-588)4129147-5 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 s Verbraucherzufriedenheit (DE-588)4129147-5 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017710630&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Heppell, Michael Five star service, one star budget how to create magic moments for your customers that get you noticed, remembered, and referred Customer services Management Consumer satisfaction Kundenmanagement (DE-588)4236865-0 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd |
| subject_GND | (DE-588)4236865-0 (DE-588)4129147-5 |
| title | Five star service, one star budget how to create magic moments for your customers that get you noticed, remembered, and referred |
| title_auth | Five star service, one star budget how to create magic moments for your customers that get you noticed, remembered, and referred |
| title_exact_search | Five star service, one star budget how to create magic moments for your customers that get you noticed, remembered, and referred |
| title_full | Five star service, one star budget how to create magic moments for your customers that get you noticed, remembered, and referred Michael Heppell |
| title_fullStr | Five star service, one star budget how to create magic moments for your customers that get you noticed, remembered, and referred Michael Heppell |
| title_full_unstemmed | Five star service, one star budget how to create magic moments for your customers that get you noticed, remembered, and referred Michael Heppell |
| title_short | Five star service, one star budget |
| title_sort | five star service one star budget how to create magic moments for your customers that get you noticed remembered and referred |
| title_sub | how to create magic moments for your customers that get you noticed, remembered, and referred |
| topic | Customer services Management Consumer satisfaction Kundenmanagement (DE-588)4236865-0 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd |
| topic_facet | Customer services Management Consumer satisfaction Kundenmanagement Verbraucherzufriedenheit |
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