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

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  • Edition: 1st
  • Format: Hardcover
  • Copyright: 2008-05-02
  • Publisher: Wiley
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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.

Author Biography

John R. Dijulius III is considered the authority on customer service andPresident 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.

Table of Contents

Prefacep. vii
Secret Service Terminologyp. xiii
Acknowledgmentsp. xv
The Customer Service Crisisp. 1
The Smoking Gun: Definitive proof of the return on investment in providing superior servicep. 3
The State of Service: Is your company part of the customer service crisis or customer service revolution?p. 25
World-Class Service Sins: What prevents companies from being world class?p. 45
Service Aptitude Level: What level is your company?p. 57
The Customer Service Revolutionp. 75
Commandment I: Service Vision: A clear purpose of why the business existsp. 87
Commandment II: Creating a World-Class Internal Culture: Attract, hire, and retain only the people who have the Service DNAp. 111
Commandment III: Nonnegotiable Experiential Standards: Experience standards everyone must followp. 133
Commandment IV: Secret Service Systems: Utilizing Customer Intelligence to personalize their experience and engage and anticipate their needsp. 149
Commandment V: Training to Provide a World-Class Customer Experience: Systems and processes that remove variation and provide a consistent customer experiencep. 181
Commandment VI: Implementation and Execution: How to go from ideas on paper to consistently executed conceptsp. 205
Commandment VII: Zero Risk: Anticipating your service defects and having protocols in place to make it rightp. 219
Commandment VIII: Creating an Above-and-Beyond Culture: Constant awareness and branding of how to be a herop. 243
Commandment IX: Measuring Your Customer's Experience: What gets measured gets managedp. 271
Commandment X: World-Class Leadership: Walking the talkp. 295
Indexp. 315
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