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Going Above and Beyond
Going Above and Beyond

Going Above and Beyond

Reach the Pinnacle of Customer Service by Learning How to . . . Think and Act Like a Concierge


160 Pages, 6 x 9

Formats: Trade Paper, EPUB, Mobipocket

Trade Paper, $17.95 (US $17.95) (CA $19.95)

Publication Date: August 2009

ISBN 9781931109086

Rights: US & CA

NewRoad Publishing (Aug 2009)


eBook Editions Available

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Whether for a business owner or an employee, this guide will show how to offer concierge-level customer service that will provide an edge in today’s competitive business world. From interviews with top concierges to helping review nonverbal cues and body language, the information presented will help polish a professional image, refine communication skills, and teach the core beliefs and values that lead to extraordinary customer service.


“If you're looking to learn the basics of thinking like a concierge to deliver great customer service, this straightforward, no-nonsense easy-to-read book is for you!” —Tony Hsieh, CEO,

“This book is an essential training guide for any company trying to take their customer service to the level expected by consumers in the current marketplace.” —John M. Rose, president, Travel Guard Assist

“From the woman who set the standards for the Concierge Industry comes a refreshingly new take on customer service that is all about the “nice” factor. If you value excellence, recognize quality and understand your clientele, delivering customer service the Concierge way will take you above and beyond your competition.” —Jackie Farley, professor of Women’s Studies, University of Oklahoma, and CEO, Wise Women Incorporated

Author Biography

Katharine is a best-selling award-winning author, international speaker, and a world-renowned concierge and customer service trainer and consultant. She is also a thriving stage 3 breast cancer survivor and author of her best selling inspirational book "Rainbows and Banana Peels."