Katharine writes both business and inspirational books. One of her business books is below.
For more information please visit Katharine’s other website www.TriangleConcierge.com
To purchase these books, please visit our store at http://www.trianglemastersacademy.com
Going Above and Beyond is the winner of two national book awards including the National Best Books 2010 Awards and the Eric Hoffer Award
“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
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!
A Whole New Level of Service
What do five star hotels and concierge have in common?
They provide customer service that goes above and beyond everyone else. Why? Because they understand that customer service is the foundation of their business and directly affects their bottom line.
Katharine Giovanni, the leading concierge training expert in the world, will teach you how to take your customer service to a level that goes above and beyond your competition. Whether you need a training program for your employees, a train the trainers program, or you require our consulting services, Triangle Concierge can help you deliver extraordinary customer service. Your employees can now learn how to act like concierge and put your customers first.
Contact Katharine and have your employees acting like five star concierge!
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
To place your order for this book, please click here
Book Reviews and Interviews
New Book for Service Professionals Features 20 Concierge Industry Tips and Tactics to Keep You Highly Insulated From Downsizing and Outsourcing
Over Fifty Fine and Fancy – How important is customer service? by Inez Bracy
Midwest Book Review
The importance of good customer service is not something to be underestimated. “Going Above and Beyond: Reach the Pinnacle of Customer Service by Learning How to… Think and Act Like a Concierge” discusses civil service that goes far and above the normal call of duty in order to give a customer service experience that cannot be matched anywhere else in the world. “Going Above and Beyond” is a top pick for those who want to embrace customer service as their main product that’ll keep customers coming back.
Lexis Nexis News
April 6, 2010
The importance of good customer service is not something to be underestimated. “Going Above and Beyond: Reach the Pinnacle of Customer Service by Learning How to … Think and Act Like a Concierge” discusses civil service that goes far and above the normal call of duty in order to give a customer service experience that cannot be matched anywhere else in the world. “Going Above and Beyond” is a top pick for those who want to embrace customer service as their main product that’ll keep customers coming back.
“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