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" What's the secret? : "
John R. DiJulius.
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BL
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| Record Number
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707085
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b529274
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| Main Entry
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DiJulius, John R.,1964-
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| Title & Author
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What's the secret? : : to providing a world-class customer experience /\ John R. DiJulius.
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| Publication Statement
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Hoboken, N.J. :: Wiley,, ©2008.
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| Page. NO
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1 online resource (xvi, 320 pages) :: illustrations
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| ISBN
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0470374543
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: 1118039424
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: 9780470374542
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: 9781118039427
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0470196122
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1281317683
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9780470196120
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9780470196120
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9781281317681
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| Bibliographies/Indexes
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Includes bibliographical references and index.
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| Contents
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pt. 1. The customer service crisis -- 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 world class? -- Service aptitude level : what level is your company? -- pt. 2. The customer service revolution -- Commandment I : service vision : a clear purpose of why the business exists -- Commandment II : creating a world-class internal culture : attract, hire, and retain only the people who have the service DNA -- Commandment III : nonnegotiable experiential standards : experience standards everyone must follow -- Commandment IV : secret service systems : utilizing customer intelligence to personalize their experience and engage and anticipate their needs -- Commandment V : training to provide a world-class customer experience : systems and processes that remove variation and provide a consistent customer experience -- Commandment VI : implementation and execution : how to go from ideas on paper to consistently executed concepts -- Commandment VII : zero risk : anticipating your service defects and having protocols in place to make it right -- Commandment VIII : creating an above-and-beyond culture : constant awareness and branding of how to be a hero -- Commandment IX : measuring your customer's experience : what gets measured gets managed -- Commandment X : world-class leadership : walking the talk.
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| Abstract
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"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."--Jacket.
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| Subject
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Consumer satisfaction.
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Customer loyalty.
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Customer services.
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| Dewey Classification
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658.8/12
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| LC Classification
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HF5415.5.D5583 2008eb
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| Parallel Title
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To providing a world-class customer experience
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