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

by Katharine C. Giovanni

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.

Product Details

ISBN-13:	9781931109086
Publisher:	NewRoad Publishing
Publication date:	08/01/2009
Pages:	160
Product dimensions:	5.90(w) x 9.00(h) x 0.50(d)
Age Range:	15 Years

About the Author

Katharine is a best-selling award-winning author, international speaker, and a world-renowned concierge and customer service trainer and consultant. She is also a thriving stage 3 breast cancer survivor and author of her best selling inspirational book "Rainbows and Banana Peels."

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

Editorial Reviews

“If you're looking to learn the basics of thinking like a concierge to deliver great customer service, this straightforward, no-nonsense easy-to-read book is for you!” —Tony Hsieh, CEO, Zappos.com

“This book is an essential training guide for any company trying to take their customer service to the level expected by consumers in the current marketplace.” —John M. Rose, president, Travel Guard Assist

“From the woman who set the standards for the Concierge Industry comes a refreshingly new take on customer service that is all about the “nice” factor. If you value excellence, recognize quality and understand your clientele, delivering customer service the Concierge way will take you above and beyond your competition.” —Jackie Farley, professor of Women’s Studies, University of Oklahoma, and CEO, Wise Women Incorporated

From the Publisher