What's the Secret?
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What's the Secret?: To Providing a World-Class Customer Experience

What's the Secret?: To Providing a World-Class Customer Experience


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About the Book

Table of Contents:
Preface vii Secret Service Terminology xiii Acknowledgments xv Part I: The Customer Service Crisis 1 1 The Smoking Gun 3 Definitive proof of the return on investment in providing superior service 2 The State of Service 25 Is your company part of the customer service crisis or customer service revolution? 3 World-Class Service Sins 45 What prevents companies from being world class? 4 Service Aptitude Level 57 What level is your company? Part II: The Customer Service Revolution 75 5 Commandment I: Service Vision 87 A clear purpose of why the business exists 6 Commandment II: Creating a World-Class Internal Culture 111 Attract, hire, and retain only the people who have the Service DNA 7 Commandment III: Nonnegotiable Experiential Standards 133 Experience standards everyone must follow 8 Commandment IV: Secret Service Systems 149 Utilizing Customer Intelligence to personalize their experience and engage and anticipate their needs 9 Commandment V: Training to Provide a World-Class Customer Experience 181 Systems and processes that remove variation and provide a consistent customer experience 10 Commandment VI: Implementation and Execution 205 How to go from ideas on paper to consistently executed concepts 11 Commandment VII: Zero Risk 219 Anticipating your service defects and having protocols in place to make it right 12 Commandment VIII: Creating an Above-and Beyond Culture 243 Constant awareness and branding of how to be a hero 13 Commandment IX: Measuring Your Customer’s Experience 271 What gets measured gets managed 14 Commandment X: World-Class Leadership 295 Walking the talk Index 315

About the Author :
JOHN R. DIJULIUS III is considered the authority on customer service and President of The DiJulius Group, a consulting firm that helps companies differentiate themselves through superior customer service. He is also the owner of the John Robert’s Spa, a chain of high-end salons and spas repeatedly selected among the top twenty in America. For more information, visit www.thedijuliusgroup.com.


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Product Details
  • ISBN-13: 9781118039427
  • Publisher: John Wiley & Sons Inc
  • Publisher Imprint: John Wiley & Sons Inc
  • Language: English
  • Sub Title: To Providing a World-Class Customer Experience
  • ISBN-10: 1118039424
  • Publisher Date: 07 Jan 2011
  • Binding: Digital (delivered electronically)
  • No of Pages: 336


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