Going above and Beyond: Reach the Pinnacle of Customer Service by Learning How To... Think and Act Like a Concierge

Overview

Whether for a business owner or an employee, this guide will show how to offer concierge-level customer service that will provide an edge in today’s competitive business world. From interviews with top concierges to helping review nonverbal cues and body language, the information presented will help polish a professional image, refine communication skills, and teach the core beliefs and values that lead to extraordinary customer service.

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

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Overview

Whether for a business owner or an employee, this guide will show how to offer concierge-level customer service that will provide an edge in today’s competitive business world. From interviews with top concierges to helping review nonverbal cues and body language, the information presented will help polish a professional image, refine communication skills, and teach the core beliefs and values that lead to extraordinary customer service.

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Product Details

  • ISBN-13: 9781931109086
  • Publisher: NewRoad Publishing
  • Publication date: 8/1/2009
  • Pages: 160
  • Sales rank: 733,312
  • Product dimensions: 5.90 (w) x 9.00 (h) x 0.50 (d)

Meet the Author

Katharine C. Giovanni is an international concierge training expert, a certified concierge specialist, president and cofounder of Triangle Concierge, and cofounder and chairman of the board of the International Concierge and Errand Association. She is the coauthor of The Concierge Manual. She lives in Wake Forest, North Carolina.

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Table of Contents

Introduction 11

Chapter 1

The Great Secret of the Concierge Industry 17

Chapter 2

Kindness Leads to Loyalty 23

People Appreciate Good Customer Service 29

— An Interview with Mike Wall

Chapter 3

Your First Impression Should Be the BEST 33

Know Your Client’s Expectations 40

— An Interview with Coco Giancana

Chapter 4

Speech — What to Say and How to Say it 45

Concierge Work Is a Lifestyle 52

— An Interview with Stephanie Leese Emrich

Chapter 5

The Handshake 57

Put It There — by Dr. Allen Konopacki

Chapter 6 Professional Image 65

It’s All about Good Customer Service 70

— An Interview with Erica Davis

Chapter 7

Body Language and Nonverbal Communication 73

Take Their Request, and Then Go Above and Beyond it 78

— An Interview with Leslie O. Graham

Chapter 8

The Lobby and Front Desk Staff 81

You Should Have a Can-Do Attitude 90

— An Interview with Jill Suzanne Preis

Chapter 9

Communications Skills 93

Everyone Who Works in Front of the Public Should Be Warm, 106

Friendly and Honest — An Interview with Carla Mandell

Chapter 10

Yes, There Are Rude Customers 109

Don’t Bring Your Baggage to Work 117

— An Interview with Ron Giovanni Chapter 11

International Protocol 121

It’s the Three C’s: Confidence, Courtesy and Common Sense 127

— An Interview with Dallas Teague Snider, CMP

Chapter 12

Internal Customer Service 131

They’ll Always Remember How You Made Them Feel 137

— An Interview with Doug Cook

Chapter 13

How to Present a Positive Attitude 139

Chapter 14

Doing the Right Thing 149

Chapter 15

My Top 20 Keys to Extraordinary Customer Service 153

Bibliography 156

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