Secret Service: Hidden Systems That Deliver Unforgettable Customer Service

ISBN-13: 9780814471715 / Angielski / Miękka / 2003 / 208 str.

John R. Dijulius

Opis

Foreword by Capodagli and Lynn Jackson, coauthors of The Disney Way 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-

Spis treści

"Chapter 1: The John Robert's Story

Chapter 2: Secret Service Systems

Chapter 3: Secret Service at Work

Chapter 4: Your Front Line Is Your Bottom Line

Chapter 5: What Are We Really Selling?

Chapter 6: Drill for Oil in Your Own Backyard

Chapter 7: Create Passionate Team Members

Chapter 8: An Opportunity To Be a Hero

Chapter 9: Enhancing the Quality of Lives Around Us

Chapter 10: E-nough"

O autorze

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.