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Click here to listen to a radio
interview conducted by Dallas Teague Snyder on Web Talk
Radio:
http://webtalkradio.net/2010/02/21/purpose-without-limits-%E2%80%93-%E2%80%9Cmastering-the-art-of-nice%E2%80%9D/
Listen to Katharine on Blog
Talk Radio!
Just click here ...
http://www.blogtalkradio.com/inezbracy/2010/02/01/living-smart-and-well
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.
Midwest Book Review
CAPSULE BOOK REVIEW by
Michael D. Haaren,
Co-Founder & Pres.,
Staffcentrix, LLC,
http://www.staffcentrix.com;
http://www.RatRaceRebellion.com
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
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