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

ISBN:

Published: July 29th 2011

Kindle Edition

160 pages


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

Going Above and Beyond - Reach the Pinnacle of Customer Service by Learning how to Think and Act Like a Concierge by Katharine Giovanni
July 29th 2011 | Kindle Edition | PDF, EPUB, FB2, DjVu, audiobook, mp3, ZIP | 160 pages | ISBN: | 10.74 Mb

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 theMoreDid 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 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.



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