Five Star Service

Michael Heppell  
Total pages
September 2015
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Five Star Service
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Create magic moments that get you noticed, remembered and referred. Providing excellent customer service is the surest way to greater success for your organisation and a more successful career for you. And it's not half as difficult or time consuming to achieve as you might think!

Table of Contents


1. The Service Star


Part 1

The psychology of service

2. Loyalty 3.0

3. Make them feel famous

4. Trust me

5. One chance to make a first impression

6. Forget about the exceptional

7. Big Buyer is watching you

8. 99 per cent of people are good…

9. The top three referability habits


Part 2

Emotional engineering

10. The emotional bank account

11. Wee Wows™

12. What’s in a name?

13. Customer magic moments

14. What's in a smile?

15. Send cards

16. Special requirements

17. Putting on the Ritz

18. Creativity gives better service



Part 3

Inspiring interactions

19. Beware the silent customer
20. Super scripts

21. Telephone service

22. Advanced telephone service

23. Voicemail, answering machines and automated call queue systems

24. It’s not what you say



Part 4

Boiler room basics


25. Embracing new technology

26. RADAR thinking™

27. RADAR thinking™ at work

28. Designing fantastic service

29. Spanners and Heroes

30. Suppliers are customers too

31. Making the mundane marvellous

32. Systemise routines – personalise exceptions

33. The distraction of dirt

34. Secret shopper


Part 5

Navigating the negatives

35. Complaints, a chance to shine!

36. The blind spot

37. The customer is always right – not

38. Feel, felt, found

39. I honestly don't care about your problems

40. It’s your best friend – the awkward customer 


Part 6

Lessons in leadership

41. Who wants to fly with Captain Denny?

42. Heads up!

43. Recruiting service professionals
44. Be individual, encourage individuals

45. Restoration team

46. Ring the bell

47. Service values

48. Empowering staff


Part 7

Business blueprint

49. Rate the brand

50. Service PR

51. Sell me a solution

52. Building a customer service brand

53. Hills and valleys

54. Using 5 Star Service as a training resource




Back Cover


 ‘Michael Heppell is the ultimate service guru.’

 Jonathan Raggett, MD Red Carnation Hotels & Hotelier of the Year


‘At Boodles customer service is everything. This book is compulsive and compulsory reading for our staff.’
Michael Wainwright, Managing Director, Boodles


‘Michael Heppell has such an authentic and effective voice in teaching people to improve lives by providing richer service. He is clear, convincing, and completely on your side at every step along the way.’

Danny Meyer, CEO, Union Square Hospitality Group and author, Setting the Table



Create those magic moments that will get you noticed, remembered, referred and reviewed.


Tens of thousands of individuals and companies across the world are already using Michael Heppell’s high impact, low investment tips and tricks to get their customers raving about their service and coming back for more.


Nail the competitive edge that will knock out your customers and make your business stand out from the crowd. Watch as your positive reviews, rankings and reputation skyrocket. Discover how, with even the smallest of budgets you can:

  • Delight your customers every time and keep them coming back
  • Win ever more customers without spending a fortune
  • Get repeat orders and referrals from everyone you encounter
  • Boost your profile, ranking and star-rating on online review sites
  • Convert more enquiries into cash


In this third edition you’ll find over a dozen of Michael’s brand new, best-ever techniques as well as all the winning strategies and case studies that have already made this one of the UK’s most in-demand guides to first-class customer service.


5 Star Service is what every business needs to succeed. This easy to read and even easier to use guide will show you how you can do it – brilliantly!


Michael Heppell is one of the UK’s top motivational trainers. His programmes on Brilliance and 5-Star Service have been attended by tens of thousands of individuals and used by many hundreds of companies across the UK and overseas as a way to motivate individuals to be all they can be. His current clients include major blue chip companies, high street retailers and Government bodies, plus individuals.