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“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 of Zappos.com
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Going Above and Beyond
by Katharine Giovanni
Cover Price:
$17.95
Triangle Price:
$15.95
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Going Above and Beyond
is the winner of two national
book awards including
National
Best Books 2010 Awards and ...
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To read some reviews,
please
click here
Did you know ...
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!
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 …
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Learn how to act like a
Concierge!
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Discover the keys to customer
service excellence
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Read interviews with top
Concierge
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Review body language and
non-verbal communication
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Polish your professional image
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Refine your communication skills
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Compare internal versus external
customer service
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Become acquainted with
International Protocol
“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 are
a Concierge you’ll appreciate the
insight of industry leaders but
every business person looking for an
“edge” in the competitive
marketplace will find that
delivering customer service like a
Concierge will change the way
clients view your business. 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, The University of
Oklahoma, and C. E. O., Wise Women
Incorporated
This
book is good for anyone in a service
oriented job. I'm a physician and
found many good ideas to help me
serve my patients better.
— Dr. Vivienne J. Halpern, MD,
Chief, Vascular surgery, Phoenix, AZ
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