About the Author:
Susan Clarke is a recognized expert on service. Since 1982, she has delivered over 2000 speeches, seminars and "playshops" to managers, directors, executives and business owners throughout North America and Europe. Starting as a waitress and then as a trainer managing the expansion of the Houlihan's chain, this go-getter has combined all of her experiences in order to make every visitor a guest and every guest happy to spend more.

What others are saying about this book:

"Secrets of Service is the complete guide to knock your socks off service. You left me barefoot."
-- Robert Damiani, VP of Operations, Hilton Atlantic City

"This book should be required reading for anyone in the hospitality and service industries. It's great, light, enjoyable reading."
-- Wallace L. Rande, Lecturer, School of Hotel & Restaurant Management, Northern Arizona University

"Your book represents the methods and principles of customer service in an interesting and tantalizing manner. It is required reading for all our personnel."
-- William D. Gaver, CGR, President, Defern Contracting, Inc.

THE FUN-DAMENTAL SECRETS OF SERVICE
How to have fun and make your customers feel good about spending their money

The Fun-Damental Secrets of Service will help you increase your customer loyalty, sales and profits by teaching you the secrets of exceptional service. In just a few hours, you can translate great customer service into your organization and ignite the passion in your employees. Using a story as a metaphor to unveil the secrets of service, Susan Clarke shares the easy ways you can make every customer contact count.

CONTENTS

Introduction
One: The Postcard that Changed My Life
Two: The Lesson of the Nighmare
Three: The Customer in the Mirror
Four: Psychology of Winning
Five: Taking Charge
Six: Going the Full Circle
Seven: On the Floor
Eight: Bridge over Troubled Waters
Nine: The Smile You Can't See
Ten: The Gospel According to Sam