What's the Secret [electronic resource] : to Providing a World-class Customer Experience

ISBN:

9780470374542

Title:

Author:

DiJulius, John R.

Personal Author:

DiJulius, John R.

Publication Information:

Chichester : Wiley, 2008.

Physical Description:

1 online resource (338 p.)

General Note:

Description based upon print version of record.

Contents:

Whats The Secret? To Providing a World-Class Customer Experience; Contents; Preface; Secret Service Terminology; Acknowledgments; Part I: The Customer Service Crisis; Chapter 1: The Smoking Gun; Chapter 2: The State of Service; Chapter 3: World-Class Service Sins; Chapter 4: Service Aptitude Level; Part II: The Customer Service Revolution; Chapter 5: Commandment I: Service Vision; Chapter 6: Commandment II: Creating a World-Class Internal Culture; Chapter 7: Commandment III: Nonnegotiable Experiential Standards; Chapter 8: Commandment IV: Secret Service Systems

Chapter 9: Commandment V: Training to Provide a World-Class Customer ExperienceChapter 10: Commandment VI: Implementation and Execution; Chapter 11: Commandment VII: Zero Risk; Chapter 12: Commandment VIII: Creating an Above-and-Beyond Culture; Chapter 13: Commandment IX: Measuring Your Customer's Experience; Chapter 14: Commandment X: World-Class Leadership; Index

Subject Term:

Consumer satisfaction.

Customer loyalty.

Customer services.

Format:

Electronic Resources

Electronic Access:

Click here to view book

Publication Date:

2008

Publication Information:

Chichester : Wiley, 2008.

Available:*

Shelf Number	Material Type	Copy	Shelf Location	Status
658.812	1:E-BOOK	1	1:ON-DEMAND	Searching... Unknown

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Summary

What's the Secret? gives you an inside look at the world-class customer service strategies of some of today's best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world's best customer service providers.

Author Notes

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.

Preface

1 The Smoking Gun

Definitive Proof Of The Return On Investment In Providing Superior Service

2 The State of Service

Is Your Company Part Of The Customer Service Crisis Or Customer Service Revolution?

3 World Class Service Sins

What Prevents Companies From Being Superior At Service

4 Service Aptitude Level

What Level Is Your Company?

5 I - Develop a Service Vision

A Clear Purpose Of Why The Business Exists

6 II-Create a World-Class Internal Culture

Attract, Hire And Retain Only The People Who Have The Service DNA

7 III-Non-Negotiable Experiential Standards

Experience Standards Everyone Must Follow

8 IV-Secret Service Systems

Utilizing Customer Intelligence To Personalize Their Experience, Engage And Anticipate Their Needs

9 V-Training to providing a World-Class Customer Experience

Systems And Processes That Remove Variation And Provides A Consistent Customer's Experience

10 VI - Implementation and Execution

How To Go From Ideas On A Paper To Being Consistently Executed

11 VII - Zero Risk

Anticipating Your Service Defects And Having Protocols In Place To Make It Right

12 VIII-Creating an Above & Beyond Culture

Constant Awareness & Branding Of How To Be A Hero

13 IX-Measuring Your Customer's Experience

What Gets Measured Gets Managed

14 X-World-Class Leadership

Walking the Talk

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Summary

Summary

Author Notes

Table of Contents