rent-now

Rent More, Save More! Use code: ECRENTAL

5% off 1 book, 7% off 2 books, 10% off 3+ books

9780814471715

Secret Service : Hidden Systems That Deliver Unforgettable Customer Service

by
  • ISBN13:

    9780814471715

  • ISBN10:

    0814471714

  • Format: Paperback
  • Copyright: 2003-01-28
  • Publisher: Amacom Books

Note: Supplemental materials are not guaranteed with Rental or Used book purchases.

Purchase Benefits

  • Free Shipping Icon Free Shipping On Orders Over $35!
    Your order must be $35 or more to qualify for free economy shipping. Bulk sales, PO's, Marketplace items, eBooks and apparel do not qualify for this offer.
  • eCampus.com Logo Get Rewarded for Ordering Your Textbooks! Enroll Now
  • Write a Review Icon Write a Review
List Price: $17.95 Save up to $16.56
  • Rent Book
    $6.82
    Add to Cart Free Shipping Icon Free Shipping

    TERM
    PRICE
    DUE
    IN STOCK USUALLY SHIPS IN 24 HOURS.
    HURRY! ONLY 1 COPY IN STOCK AT THIS PRICE
    *This item is part of an exclusive publisher rental program and requires an additional convenience fee. This fee will be reflected in the shopping cart.

How To: Textbook Rental

Looking to rent a book? Rent Secret Service : Hidden Systems That Deliver Unforgettable Customer Service [ISBN: 9780814471715] for the semester, quarter, and short term or search our site for other textbooks by Dijulius, John R.. Renting a textbook can save you up to 90% from the cost of buying.

Summary

All businesses have customers, but how many of them deliver unforgettably good customer service? Secret Service reveals the hidden systems of the few exceptional companies that do: what actions they take behind the scenes to consistently surpass customer expectations. These organizations reap the benefits of greater customer loyalty, exponentially expanded referral networks, lower employee turnover, and stronger bottom-line results.By quantifying and examining each phase of the "Customer Experience Cycle, " Secret Service reveals clever, practical ideas that can be transformed into repeatable best practices in any organization and at every level. Packed with examples applicable to a wide range of industries, this book provides practical, realistic ways to: -- Turn customer complaints into positive experiences-- Use marketing to go deeper with existing customers-- Increase customer and employee retention, and turn bland customer service into truly memorable customer experiences

Author Biography

John R. DiJulius III (Cleveland, OH) is the founder of John Robert’s Hair Salons, which won the Ernst & Young Entrepreneur of the Year Award in 1999. He is President of Minding Your Business, a business consulting firm specializing in customer service and marketing. For more information about he author visit his website www.secretservicesystems.com.

Table of Contents

Foreword xi
Bill Capodagli
Lynn Jackson
Preface: Impossible Dream versus Reality xiii
Acknowledgments xvii
Secret Service Systems: Creating Behind-the-Scenes Systems
1(30)
Secret Service at Work: Implementing Secret Service Systems
31(22)
Your Front Line Is Your Bottom Line: The Value of Your Front Line People
53(12)
What Are We Really Selling? Making It an Experience
65(20)
Drilling for Oil in Your Own Backyard: Marketing to Go Deeper with Existing Customers
85(26)
Creating Passionate Team Members: Developing a Strong Corporate Culture
111(24)
An Opportunity to Be a Hero: Turning Customer Complaints into Positive Experiences
135(12)
Enhancing the Quality of Lives Around Us: Giving Back
147(8)
E-nough: Getting Back to Face-to-Face Relationships
155(12)
Index 167(4)
About the Author 171

Supplemental Materials

What is included with this book?

The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

Rewards Program