Hello! And Every Little Thing That Matters
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
- PDF / 2,004,304 Bytes
- 206 Pages / 439 x 666 pts Page_size
- 43 Downloads / 199 Views
lo!
Hello! And Every Little Thing That Matters Kate Edwards
HELLO! Copyright © Kate Edwards 2016 Softcover reprint of the hardcover 1st edition 2016 978-1-137-48970-8
All rights reserved. No reproduction, copy or transmission of this publication may be made without written permission. No portion of this publication may be reproduced, copied or transmitted save with written permission. In accordance with the provisions of the Copyright, Designs and Patents Act 1988, or under the terms of any licence permitting limited copying issued by the Copyright Licensing Agency, Saffron House, 6–10 Kirby Street, London EC1N 8TS. Any person who does any unauthorized act in relation to this publication may be liable to criminal prosecution and civil claims for damages. First published 2016 by PALGRAVE MACMILLAN The author has asserted their right to be identified as the author of this work in accordance with the Copyright, Designs and Patents Act 1988. Palgrave Macmillan in the UK is an imprint of Macmillan Publishers Limited, registered in England, company number 785998, of Houndmills, Basingstoke, Hampshire, RG21 6XS. Palgrave Macmillan in the US is a division of Nature America, Inc., One New York Plaza, Suite 4500, New York, NY 10004-1562. Palgrave Macmillan is the global academic imprint of the above companies and has companies and representatives throughout the world. ISBN: 978–1–349–56255–8 E-PDF ISBN: 978–1–137–48971–5 DOI: 10.1057/9781137489715 Distribution in the UK, Europe and the rest of the world is by Palgrave Macmillan®, a division of Macmillan Publishers Limited, registered in England, company number 785998, of Houndmills, Basingstoke, Hampshire RG21 6XS. Library of Congress Cataloging-in-Publication Data Edwards, Kate, 1967– Hello! : and every little thing that matters / Kate Edwards. pages cm Includes index. 1. Customer relations. I. Title. HF5415.5.E27 2015 658.8⬘12—dc23 A catalogue record for the book is available from the British Library. Printed in the United States of America.
2015022375
Contents
Acknowledgments
vii
Introduction
ix
Chapter 1
Hello: The First Important Thing
1
Chapter 2
I Notice = I Care
13
Chapter 3
The Power of Chairs, Doors, and Stairs
25
Chapter 4
Please Hold
39
Chapter 5
Say What?
53
Chapter 6
There Is No Such Thing as Medium Rare
67
Chapter 7
A Little Decency
79
Chapter 8
From Dust to Mistrust
91
Chapter 9
What Brings Regulars Back
103
Chapter 10
When Things Go Wrong
115
Chapter 11
The Old-Fashioned Touch
129
Chapter 12 Don’t Scratch That Itch
143
Chapter 13
157
The Blueprint
vi
●
Contents
Chapter 14 Every Time I Say Good-Bye
171
Chapter 15
183
The Manager of Small Things
Notes
195
Index
199
Acknowledgments
I
am incredibly pleased to have worked with my agent, Lynn Johnston, and my editor, Laurie Harting. They are a dynamic duo in the literary world, and I am so appreciative to have had the chance to collaborate with them both. Many thanks to the team at Palgrave Macmillan for making what was a daunting prospect into a cha
Data Loading...
