Find ‘Five Star Service: How to Deliver Exceptional Customer Service’ by Michael Heppell, published by Pearson Educational, and read: Chapter seventeen ‘One chance to make a first impression’ Chapter twenty-one ‘It’s not what you say’ Chapter thirty-nine ‘Designing fantastic service’ Chapter fourty-six ‘Special requirements’ N.B. You do not need to buy this book, you should be able to find it at your local library service.