Hello!: And Every Little Thing That Matters

ISBN-13: 9781137489708 / Angielski / Twarda / 2016 / 203 str.

Kate Edwards

Opis

Hello And Every Little Thing that Matters will transform the way businesses interact with customers - delivering a big impact with small ideas. Impactful ideas for businesses on how to treat their customers, from saying Hello to everyone who you encounter to making sure the chairs in your place of business are comfortable.

Recenzje

"Edwards, a consultant, provides useful guidelines for customer service. ... The book emphasizes an understanding of customer service as a conversation. ... The book is written in a conversational tone with engaging examples. Summing Up: Recommended. All readership levels." (E. G. Ferris, Choice, Vol. 54 (2), October, 2016)

Spis treści

1. Hello: The First Important Thing

2. I Notice = I Care

3. The Power of Chairs, Doors and Stairs

4. Please Hold

5. Say What?

6. There Is No Such Thing as Medium Rare

7. A Little Decency

8. From Dust to Mistrust

9. What Brings Regulars Back

10. When Things Go Wrong

11. The Old Fashioned Touch

12. Don't Scratch that Itch

13. The Blueprint

14. Every Time I Say Goodbye

15. The Manager of Small Things

O autorze

Kate Edwards built her consulting business in 2007 and since then has worked with some of the biggest names in the hospitality industry, from Le Cirque in New York to The Viceroy in Anguilla, as well as restaurants at The Essex House and The Plaza Hotel. Her company has been hired to create service and training programs for non-hospitality businesses and provide coaching to owners, general managers, lawyers, and entrepreneurs on how to express and implement their service vision and lead their teams. Since 2008 Edwards has been an instructor at the Institute for Culinary Education, where she teaches restaurant management to students in the Culinary Management Diploma Program and in 2015 began teaching leadership classes at Journee in NYC. A contributing writer for both Culintro.com and Restaurant Hospitality Magazine, Edwards has also been quoted in magazines and blogs as varied as Haute Living, First For Women, Fast Casual, and In-Flight Insider. Edwards and her chef husband live in New York.

Blurb

We're often told 'Don't sweat the small stuff' but in customer service, author Kate Edwards reminds us that the small stuff is exactly what customers remember and gives them a reason to become regulars. It all starts with 'Hello,' which not only requires a response but also sparks a conversation and initiates a relationship between the client and the business. Maintaining a quality relationship with your customers involves paying attention to the details: things like uncomfortable chairs, dirty glass doors, and pervasive odors negatively impact the customer experience. Further, this book answers the bigger question of 'what service is' and 'why service is important' and also shares tips and tricks for making a positive impression on your guests and staff. Ultimately, customers want to know that their experience matters, and Edwards offers sound advice about how to convey this message to customers by paying attention to detail and making the little things count. Readers will receive insights, such as the author's concept of 'I Notice = I Care,' which can help transform your team from generally good into generally great service ambassadors. Hello! And Every Little Thing That Matters will inspire you to deliver service that makes a difference and that makes your business come alive.