Five Star Service How to Deliver Exceptional Customer Service by Heppell, Michael ( Author ) ON May-11-2010, Paperback

by Michael Heppell

This is the book that will show you how to ensure customers are raving about your products and services and come back for more. Five Star Service 2nd edition is an easy read, high impact title from the bestselling author of How to Be Brilliant , Michael Heppell. In this book he gives you over 100 instant tips, 50 examples of the best practices, over a dozen brand new techniques and multiple strategies to equip you with a winning edge to knockout your customers and help you · Delight your customers every time · Deliver remarkable results that will keep them coming back for more · Win more customers without spending a fortune · Get repeat orders and referrals from everyone you encounter Whether it?s studying the Disney parking system or enrolling students at college; going behind the scenes in the world?s top hotels or becoming the office hero, Five Star Service will show you how to wow your customers, colleagues and cohorts.

Genres: Business, Nonfiction

241 pages, Paperback

First published June 8, 2006

Reviews

[Dario · Rating 3 out of 5]

I am about to start a new job in customer service. As such, it was only logical to want to read up on customer service beforehand.

This book reads out like a presentation from a motivational speaker. And Michael Heppel is very much a motivational speaker; on top of this one, he's written books such as "How to be Brilliant", "How to Retire Early" or "How to save 1 hour each day", and so on.

I was frankly a bit surprised Pearson would publish this, as (at least in my experience) I've known them as a publisher of academic texts.

Still, this book was for the most part useful and I will return to it.

[Carole · Rating 4 out of 5]

An easy and entertaining read for anyone who works with people and wants to improve the service they provide. Lots of examples and common sense strategies that work in all sorts of settings, not just retail. There's no excuse for bad service after reading this!

[Andi · Rating 1 out of 5]

Actually, a DNF - I was mandated to read this book at my last employment, and unfortunately, the employment came to an end before the book did!

This is ONLY unfortunate as I was only 2/3 of the way through the book, and who knows, it might be incredible at the end!

However, the part I did get through is definitely not relevant to a customer service role... This is what I was employed as, and the majority of the book is SALES driven... It assumes you have time to research who you are dealing with prior to communication or have control over the running of your role (which most low-level first contact employees do not)... AND that you have bad customer service in the first place...

I can confirm that the customer service at the place I worked was excellent, and we did actually care about each customer, however you CANNOT research the next contact in a CS role so 90% of the suggestions are impossible.

I would therefore NOT recommend this book to anyone in Customer Support... (If you are looking for a read to help you excel, you already DO anything half useful in this book)... BUT i will concede that it will be useful for any direct face to face pre-booked SALES people out there! Lots of great little suggestions for those new to sales, or just wanting to shine up their technique!

Unfortunately, I will not be buying this book to finish it, and I have had to rate it in its usefulness to me (it would have been a zero)

[Lama Fahad · Rating 5 out of 5]

كتاب جمييل جدا جدا جدا والله بدون مبالغة
قرأت ترجمة محمد فتيحي
لولا سوء الترجمة بعض الاحيان النادرة
استمتعت بقرائته
خمسون فصلاً حددت لي ان أقرأ كل يوم ١٠ فصول
وبحق ممتع ومفيد لأبعد مدى لأصحاب المنشآت
وكل من يعمل في في منشأة
أشكر جدا من دلتني على الكتاب ❤❤

[Kate · Rating 5 out of 5]

Informative and useful. Examples all helped and the short chapters made it seem like a quick read. I read it in 4.5 hours but it felt a lot quicker! Definitely worthwhile a read for those looking to build on their current customer service

[Jamie Kazemi · Rating 5 out of 5]

Amazing book. Very easy to read, in actual fact this book got me into reading. This is the first book I couldn’t put down.

Structured in an easy flowing manner, broken into small bite size chapters.

This is a must have for any business owner. I will be using this book for years to come.

[Tiana Thai · Rating 3 out of 5]

Easy to read, good examples, but not go into detail.

[Sammy · Rating 3 out of 5]

I picked this up and leafed through it on a lark, but the humourous writing kept me reading. There's a lot of sound advice here, interspersed with some great anecdotes, as well as the obligatory bits of drivel here and there.
There's only one chapter where I personally think he's completely off the mark. Honestly? I find nothing more irritating than people constantly throwing my name back at me during a conversation. I also hate constantly having to spell it. One of the things I was pleased about when I got married, was no longer having to spell out my maiden name to Every. Single. Person.
But I guess this book is like most motivational tools. Take on board the useful stuff, ignore the drivel and filler material, and simply use some common sense. A fun read either way.

[Robert Hepple · Rating 4 out of 5]

Published in 2006, Five Star Service, One Star Budget tries to give a lot of quick fixes towards improving you customer service in business. The tone is generally upbeat, although there are places like page 78 with the phrase 'We have never lived at a greater time for opportunity and prosperity' seem naïve in the light of the financial meltdown that happened a couple of years later. In spite of minor criticisms like this, the lessons imparted are generally pretty useful, although this will vary from sector to sector.

[Dzintars · Rating 5 out of 5]

Easy to read book. First part was more interesting than that one with specific examples, but still a good reminder on positive thinking and excellent service we can all give with small effort. Reason I read thsi book was that I think this can be applayed to any aspect of life as we ar social beings and in comunication with others we can create b2c perspective anywhere. Definitely book to recomend. Five stars to 5 star service.

[Aleksandra Gudelj · Rating 5 out of 5]

It has many examples , many practical knowledge and a lot of real situations where you can learn great things.

[Emilios Charalambous · Rating 3 out of 5]

Although written in an extremely simple language, it has excellent lessons about consumer interaction. Would recommend to people who just began reading in this sector

[Jenian · Rating 4 out of 5]

A very interesting book with helpful ideas to improve your services and your customer-care skill that you can apply it right away in your daily life ( and at work of course)