“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

Going Above and Beyond

by Katharine Giovanni

Cover Price: $17.95

Triangle Price: $15.95

Going Above and Beyond, was an Award-Winning Finalist in the National Best Books 2010 Awards.

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 …

• 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

• Refine your communication skills

• Compare internal versus external customer service

• 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