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

by John R. DiJulius

• ISBN13: 9780470374559
• ISBN10: 0470374551
• Format: eBook
• Copyright: 2008-07-01
• Publisher: Wiley

Summary

What's The Secret? finally answers the question and reveals how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis while the majority of businesses struggle with getting much smaller teams to do it right. But this book doesn't just reveal what the best customer service companies do; it reveals how they do it. After all, that's the hard part. Author John DiJulius, considered the authority on customer service, has cracked the code through his extensive experience at helping large companies deliver superior service, and he knows the best practices of the world-class customer service companies. Now, he shares that inside knowledge and shows readers how to emulate these high standards of service in their own businesses, no matter how small or how large. With proven action steps and non-negotiable customer service standards, any business owner or leader can differentiate their business by becoming a customer service powerhouse.

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

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