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9780470374542

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

by
  • ISBN13:

    9780470374542

  • ISBN10:

    0470374543

  • Format: eBook
  • Copyright: 2008-07-01
  • Publisher: Wiley
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List Price: $27.95
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Summary

What's the Secrets? gives you an inside look at the world-class customer service strategies at today?s 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.

Table of Contents

Preface
The Smoking Gun
Definitive Proof Of The Return On Investment In Providing Superior Service
The State of Service
Is Your Company Part Of The Customer Service Crisis Or Customer Service Revolution?
World Class Service Sins
What Prevents Companies From Being Superior At Service
Service Aptitude Level
What Level Is Your Company?
I - Develop a Service Vision
A Clear Purpose Of Why The Business Exists
II-Create a World-Class Internal Culture
Attract, Hire And Retain Only The People Who Have The Service DNA
III-Non-Negotiable Experiential Standards
Experience Standards Everyone Must Follow
IV-Secret Service Systems
Utilizing Customer Intelligence To Personalize Their Experience, Engage And Anticipate Their Needs
V-Training to providing a World-Class Customer Experience
Systems And Processes That Remove Variation And Provides A Consistent Customer's Experience
VI - Implementation and Execution
How To Go From Ideas On A Paper To Being Consistently Executed
VII - Zero Risk
Anticipating Your Service Defects And Having Protocols In Place To Make It Right
VIII-Creating an Above & Beyond Culture
Constant Awareness & Branding Of How To Be A Hero
IX-Measuring Your Customer's Experience
What Gets Measured Gets Managed
X-World-Class Leadership
Walking the Talk
Table of Contents provided by Publisher. All Rights Reserved.

Supplemental Materials

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