The A-Z of Service Excellence

The Essential Guide to becoming a Customer Service Professional

- Cate Schreck

About the book

DOES THE JOB YOU HAVE (OR WANT) REQUIRE CUSTOMER INTERACTIONS?
DO YOU WANT TO HANDLE DIFFICULT CUSTOMERS WITH EASE?
DO YOU LONG FOR RECOGNITION OF YOUR CUSTOMER SERVICE SKILLS?
DO YOU KNOW WHAT IT TAKES TO BE A CUSTOMER SERVICE PROFESSIONAL?

Every business has customers, and employers are seeking to hire, retain and reward employees who have the skills, the knowledge and the motivation to provide a consistently superior level of service to every customer, every day. No longer is a bright smile and a friendly hello enough to satisfy customers and keep them coming back. Employers and customers want Customer Service Professionals.
The A – Z of Service Excellence contains everything you need to not only survive but thrive in any role that requires you to interact with customers, including how to:

  • Communicate respectfully with people from all walks of life
  • Identify and address your own levels of stress
  • Achieve the customer service job of your dreams
  • Refresh a tired customer service approach
  • Apply these skills in any industry

Whether you are seeking your first customer service role or you’ve been providing customer service for years (or even decades), this book is for you.

See more about the thinking behind the book in - The book I had to write

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An excellent guide to not just meeting expectations but exceeding them, regardless of the business you are in. A hugely valuable book, wonderfully thought out and written and hugely practical.
— Andrew Griffiths - Australia's #1 Small Business/Entrepreneurial Author
This is such a helpful book! I love the A-Z concept because it is easy to read and absorb, but also it aids recall. Cate Schreck has an amazing pedigree in service excellence and her insights and advice are spot on. Highly recommend.
— Kate Christie - Author, Entreprenuer & Time Management Expert
Cate this is a brilliant book! I started reading it last night and I am already extremely engaged. You’ve done an amazing job to have me interested in a book as I’ve never been a book reader - until now.
— Nickola - Trainee Admin/Receptionist
Thank you so much Cate! I really enjoyed the session and got stuck into the book last night. Makes me want to learn more and more and get better and better.
— Claire - Dermal Therapist
Finally a resource I can give my Frontline team that is written for them and by someone who has been in their shoes and is passionate about their job satisfaction.
— Business Manager - Victorian School
We use the Actions at the end of each chapter to maintain a focus of service excellence in our business. This book has helped our staff and our customers to feel valued and respected.
— Director/Manager - Allied Health Provider
Cate’s personality shines through in this smart, easy to read book. The format allows you to pick it up and flick to any section, any time. A serious topic with a humorous, practical and personal tone.
— Helen - Amazon Customer Review
I keep this book in my top drawer and pulled it out the other day when I had to handle an angry customer. Chapter H - Handling Complaints and V - Venting were just what I needed.
— Admin /Recpetionist & Customer Service Boot Camp attendee.
 

Cate Schreck

Cate Schreck is the Co-Founder and Managing Director of Lightbulb Training Solutions and has over 30 years of experience in finance, retail, employment and training industries. Cate is an influential, inspirational and most importantly a practical workplace trainer, mentor and coach who has the rare ability of giving customer service providers a true sense of value in the workplace.

 
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