Recession-related sales slow downs and downsizing, coupled with offshore outsourcing, have heightened competition for customer service jobs, while exerting downward pressure on sales professionals’ compensation. These factors are causing many service professionals to consider changing careers, but they’re understandably concerned about wasting their investment in their education and experience.

That concern should be dispelled by “Going Above and Beyond: Reach the Pinnacle of Customer Service by Learning How to Think and Act Like a Concierge” (www.KatharineGiovanni.com), which demonstrates that service professionals can leverage their experience to enter many fields other than traditional sales careers, while reducing or eliminating their vulnerability to offshoring.

Katharine Giovanni, the author, along with Peter Drucker, Harvey Mackay and Michael LeBoeuf was a pioneer in the “customer service” movement. She founded the International Concierge and Lifestyle Management Association (formely ICEA), teaching thousands of groups, individuals, and corporations how to improve client, employee and customer retention and satisfaction by implementing CONCIERGE services, treatment and concierge-like thinking to better serve each of their audiences.

Giovanni’s experience enabled her to identify 20 of the top tips and tactics every service professional can use that will cement their position within their organization, build solid and loyal customer relationships and ensure that in a few short weeks, they will become IRREPLACEABLE!

For example:

Please don’t say “you’re welcome” ever again, say “it was my pleasure” instead. If you only do one thing to change your customer service level, this is it. These four little words will blast your service level to the highest degree!

Never (and I mean never) shorten their first name! Not everyone whose first name is Victoria likes to be called Vickie. Not every Thomas enjoys being called Tom.

You need to go five steps beyond, not just one. When you get a request, go the extra miles! People will notice, trust me. Here’s an example: “When does the seven o’clock movie start?” Rather than roll your eyes and laugh, take it up a notch by answer­ing as follows: “It starts at seven o’clock. However, it gets really crowded right before curtain time, so make sure you get here at least thirty minutes early. If you stand right under that tree over there, you’ll be in good shape because that’s where the line starts, and you should be one of the first ones in the theater.” Always go above and beyond.

Never say “no.” Everything is now your job. The word “no” should be eliminated from your vocabulary. Please do not say: “No, I can’t do that for you.” Instead, try saying this: “I don’t provide those services. However if you give me your telephone number, I would be happy to find someone who can.” Or, “Sir, our hotel is full tonight, but the hotel around the corner has avail­ability.” (Then offer to call your competitor and make a reservation if you want to go above and beyond!) The moral here is that if you have to say no, then always provide the client with another option.

Be warm, friendly and approachable 100% of the time. SMILE! There are no exceptions to this rule … ever.

As Giovanni describes each tactic, readers will:

* Understand why concierge is a lifestyle, not something you do once a year in a workshop. It’s a way of life that should be practiced seven days a week, 365 days a year. * Understand how providing incredible customer service can increase their revenue. A happy customer will always come back and refer their friends.

While there are many books providing career advice, Giovanni’s gives new – and much broader – meaning to the term “Customer Satisfaction,” demonstrating that a service professional’s knowledge constitutes precious currency in a world dependent on computer technology.