Introduction
Welcome to the second edition of 5 Star Service. Perhaps a good first question to ask would be, ‘Why write a second edition?’ Well, since the first edition was published in 2006 I’m sure you will agree with me that your customers have become even more demanding. I’m sure you’ll also agree that the pressure on you to deliver amazing service has increased and the expectation is that everyone should be better. Me too, so here’s how I tackled the challenge of creating a new edition.
Step one was to re-read the original 5 Star Service manuscript and take out everything that wasn’t as important, didn’t work or just felt outdated. After doing this with gusto I managed to delete only two small chapters from the original text (and if you ...
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