CAPSULE BOOK REVIEW by
Michael D. Haaren,
Co-Founder & Pres., Staffcentrix, LLC,
http://www.staffcentrix.com;
http://www.RatRaceRebellion.com
“GOING ABOVE AND BEYOND,” BY
KATHARINE GIOVANNI
A longstanding expert
on the concierge industry, Katharine Giovanni has a new book
out,
Going Above and Beyond, that highlights the impressive
power of standout customer service. (Freelancers, take
note!)
As our national population swells (300M and counting), lines
are growing longer and tempers shorter, and customer service
deteriorates apace. People (aka “consumers,” shortened from
“inconvenient consuming units”) feel that they’re just
another plastic card to be swiped through the Machine, in
transactions that become more depersonalized and rote – when
not DMV-level – by the day.
Katharine Giovanni, thank goodness, would like to get us
back on track. With vivid anecdotes, seasoned tips and
pertinent interviews, Going
Above and Beyond goes right to the heart of what
great customer service means to customers and businesses
too, and how to deliver it consistently.
Highly recommended for anyone interested in jobs or
businesses where customer service is key (in other words,
all of them).
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
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
Katharine Giovanni's Book Going
Above and Beyond is a must read
for anyone wishing to provide
excellent customer service. Also, it
should be required reading for new
employees of any company or agency.
I have worked for agencies who paid
tens of thousands of dollars to
contractors to provide workshops
teaching their employees how to
provide good customer service. These
agencies could have saved a great
amount of money by simply providing
a copy of Katharine's book in the
orientation packet for any new
employee. Katharine covers it all in
a simple, easy to read format that
is as enjoyable as it is practical.
Connie
Domino, author of The Law of
Forgiveness
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
Katharine Giovanni's book "Going Above and Beyond" should be
required reading for people of all ages. It is a great
reminder that it doesn't cost anything to "just be nice." It
is getting back to basics, which is much needed in our
society today. Thank you Katharine, for bringing "the Golden
Rule" back to the forefront! D. A. Williams, North
Carolina
Katharine Giovanni has done a great job of bringing this
important issue to the front of my mind. I am constantly
evaluating what kind of service I am receiving as a customer
and I am enjoying finding hints and more ways on how to
train my staff and myself on how to provide excellent
customer service in our business.
Karin B. Johnson
This book should be given to all adults/teenagers/ children
as it teaches modern day etiquette. It was nice to find in
one book, simple and easy tips for someone to use in any
industry AND be successful. Katherine is a master in her
field but this book is also a "how to" in everyday life.
"Going Above and Beyond" should be on every coffee table in
America!!!
Carley M. Sullivan
Katharine Giovanni has done the concierge industry a great
service with this book. In fact, no matter what your
business is, the principles and advice in the book will go a
long way to making any business more productive, more
profitable and certainly one that customers want to do
business with.
Elyse Coleman
