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

ISBN-10: 0470196122
ISBN-13: 9780470196120
Edition: 2008
Authors: John R. DiJulius
List price: $29.95 Buy it from $3.00
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Description: An inside look at the world-class customer service strategies at top companies This revolutionary book finally answers the question and reveals how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class  More...

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Book details

List price: $29.95
Copyright year: 2008
Publisher: John Wiley & Sons, Incorporated
Publication date: 5/2/2008
Binding: Hardcover
Pages: 336
Size: 6.25" wide x 9.50" long x 1.25" tall
Weight: 1.452
Language: English

An inside look at the world-class customer service strategies at top companies This revolutionary book 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. John R. DiJulius III (Cleveland, OH) is President of The DiJulius Group, a consulting firm that helps companies differentiate themselves by delivering a superior customer experience that makes price irrelevant. He is also the President and owner of John Robert's Spa, with six locations, selected one of the top 20 salons in America.

Preface
Secret Service Terminology
Acknowledgments
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?
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
Index

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