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

Name: What's the Secret? To Providing a World-Class Customer Experience
Price: 3.4 USD
Availability: InStock
ISBN: 9780470196120

ISBN-10: 0470196122

ISBN-13: 9780470196120

Edition: 2008

Authors: John R. DiJulius

List price: $29.95

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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 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…

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: 1.144
Language: English



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