PRODUCTS

Tools & Resources

28 Activities to Engage, Energise and Excite your Team in Customer Service

When only 1 in 3 employees are engaged at work (that's according to Gallup's 2017 State of the Global Workplace study) and 51% are “not engaged” where does that leave your customers' experience?

Price: £17.00

Customer Journey Audit Checklist Hotels

If you run a venue where the customer comes to you for the experience (such as a hotel, attraction or event venue), you know that so often it’s the little details that can make such a difference to the customer...

Price: £97.00


BOOKS & PRINTED GUIDES

From Tragic to Magic

Have you ever had a bad customer experience and wanted to complain but just thought it wasn’t worth the effort? It’s too much trouble to find someone, no one seems interested, if you complain it won’t do...

Price: £5.99

Show You Care

Unless your team feel you care about them they are unlikely to care much about you, your business or your customers. How your team feel will undoubtedly impact how your customers feel about your business too...

Price: £5.99

Creating Service Superstars

Outstanding service tempts customers to: 1. Spend more 2. Come back more 3.Be confident in referring your business to others...

Price: £9.99 for Amazon UK
Price: $11.99 for Amazon.com

Recruiting Superstars

Any team is only as strong as its weakest member and the quality of your team inevitably impacts your productivity and your customer service. When you’re short of staff it’s easy to make a rushed decision, and...

Price: £5.99

Hotel Success Handbook

No.1 on Amazon (UK and US) for ‘Hotel Marketing’, the Hotel Success Handbook is both for seasoned hoteliers and those new to running a hotel. The Hotel Success Handbook is packed with practical tips and actions to improve business results...

 

Gaining From Training

117 Tips, tools and tactics to help you to get the maximum return on your investment in customer service training.It’s estimated it costs anywhere from 5 to 8 times more to gain a new customer than it does in getting repeat...

Price: £6.99


Free Guides

7 Reasons Customer Service Training Fails

If you’re frustrated your customer service training isn’t working, and you’re not giving your customers a consistent customer experience...

 

7 Big Mistakes That Lets Repeat Business Slip Though Your Fingers

The 7 Big Mistakes Experience-Based Businesses Unwittingly Make That Lets Thousands of Pounds Worth of Repeat Business Slip Through Their Fingers...

 

Creating Service Superstars Workbook

 

21 Ways To Wow Your Customers

Here are 21 Ways to Wow Your Customers that won't cost you a fortune. In fact many of these will enable you to SAVE money as you’ll be able to invest less in marketing to get new customers...

 

Your Team Productivity Indicator

Greater productivity, A better customer experience, Improved employee engagement and commitment, Business growth, More profit...

 


Publications

Asking For Feedback

How to get hospitality staff engaged in training

5 Ways To Reward Your Team

5 Tips To Having A Successful Team

Stop Guessing, Start Asking

The Power Of Personal Touches

Naturally Loyal