Going Above and Beyond - Reach the Pinnacle of Customer Service by Learning how to Think and Act Like a Concierge

Going Above and Beyond - Reach the Pinnacle of Customer Service by Learning how to Think and Act Like a Concierge

by Katharine C. Giovanni
     
 

View All Available Formats & Editions

Did you know that according to a 2007 article in the Harvard Business Review entitled “Understanding Customer Experience,” Bain and Company surveyed customers in 362 firms. They found that only 8% of customers described their experience with the company as great. Yet incredibly over 80% of those same companies believed they provide incredible customer… See more details below

Overview

Did you know that according to a 2007 article in the Harvard Business Review entitled “Understanding Customer Experience,” Bain and Company surveyed customers in 362 firms. They found that only 8% of customers described their experience with the company as great. Yet incredibly over 80% of those same companies believed they provide incredible customer service!

What do five star hotels and concierge have in common? They provide customer service that goes above and beyond everyone else. Why? Because they understand that customer service is the foundation of their business and directly affects their bottom line. Delivering customer service like a Concierge will give you the “edge” you’re looking for in today’s competitive business world.

Concierge are known to provide over-the-top customer service. Whether you’re a business owner or an employee, you can offer that level of professionalism to your clientele. Going Above and Beyond will teach anyone who works with the public the core beliefs and values that lead to extraordinary customer service.

With this award-winning book you will learn how to act like a Concierge, discover the keys to customer service excellence, read interviews with top Concierge, review body language and non-verbal communication, polish your professional image and you’ll learn how to refine your communication skills.

Read More

Editorial Reviews

Lexis Nexis
The importance of good customer service is not something to be underestimated. “Going Above and Beyond: Reach the Pinnacle of Customer Service by Learning How to … Think and Act Like a Concierge” discusses civil service that goes far and above the normal call of duty in order to give a customer service experience that cannot be matched anywhere else in the world. “Going Above and Beyond” is a top pick for those who want to embrace customer service as their main
U.S. Review
Engaging customer service typically leaves people with a permanent impression, not just about the experience but the entire company. Giovanni, an expert in the customer relations field, insists that customer service must behave like a top-flight concierge. A good concierge does not operate with a rigid job description. He typically does whatever necessary to satisfy the client. Being a concierge is a philosophy that encompasses the whole person. If this mindset is applied to customer service, th
Michael D. Haaren
A longstanding expert on the concierge industry, Katharine Giovanni has a new book out, Going Above and Beyond, that highlights the impressive power of standout customer service. (Freelancers, take note!)

As our national population swells (300M and counting), lines are growing longer and tempers shorter, and customer service deteriorates apace. People (aka “consumers,” shortened from “inconvenient consuming units”) feel that they’re just another plasti

Product Details

ISBN-13:
2940013633087
Publisher:
NewRoad Publishing
Publication date:
08/01/2009
Sold by:
Barnes & Noble
Format:
NOOK Book
File size:
1 MB

Customer Reviews

Average Review:

Write a Review

and post it to your social network

     

Most Helpful Customer Reviews

See all customer reviews >