We’re delighted to offer you the full, unabridged audiobook

Delivering outstanding customer service really is common sense. However, that doesn’t mean it’s always common practice.

In this audiobook, Andy Collett offers ‘Thirty Ways to Transform Your Customer’s Experience (and your own…)’.

The content is arranged into three key areas for success (the HUG):

H – Handle Customers Skilfully

U – Understand Customers Emotionally

G – Guide Customers With Integrity

Below you’ll find each part as a separate audio file, together with a list of topics covered.

Each topic is clearly explained and can comfortably be listened to and understood during a 15-minute coffee break and then put straight into practice.

And if you would like to purchase your own printed copy of the book, you can do so on Amazon.

Please enjoy!

Part 1 – Handle Skilfully (58 minutes)

Topics covered:

1. Acknowledge Early
2. Connect
3. Personalise
4. Question
5. Be Proactive
6. Take Responsibility and Share the Credit
7. Understand Needs and Expectations
8. First Impressions Stick
9. Make it Feel Natural
10. Do More than Expected

Part 2 – Understand Emotionally (67 minutes)

Topics covered:

1. Recognising the Signs
2. Match
3. Empathise
4. Have Fun
5. Tone of Voice
6. Eye Contact
7. Relax
8. Heal a Relationship
9. Mind Your Language
10. Feel the Energy

Part 3 – Guide With Integrity (62 minutes)

Topics covered:

1. Ask
2. Add Value
3. Recommend with Conviction
4. Know your Strengths
5. Identify Hot Buttons
6. Anticipate Needs
7. Do your Homework
8. WIN
9. Play the Long Game
10. Stand Out

If you would like to purchase your own printed copy of the book, you can do so on Amazon