عنوان

What's the secret? :

(Number (ISBN

0470374543

(Number (ISBN

1118039424

(Number (ISBN

9780470374542

(Number (ISBN

9781118039427

Erroneous ISBN

0470196122

Erroneous ISBN

1281317683

Erroneous ISBN

9780470196120

Erroneous ISBN

9780470196120

Erroneous ISBN

9781281317681

Number

b529274

Title Proper

What's the secret? :

General Material Designation

[Book]

Other Title Information

to providing a world-class customer experience /

First Statement of Responsibility

John R. DiJulius.

Place of Publication, Distribution, etc.

Hoboken, N.J. :

Name of Publisher, Distributor, etc.

Wiley,

Date of Publication, Distribution, etc.

©2008.

Specific Material Designation and Extent of Item

1 online resource (xvi, 320 pages) :

Other Physical Details

illustrations

Text of Note

Includes bibliographical references and index.

Text of Note

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.

0

Text of Note

"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.

Source for Acquisition/Subscription Address

Safari Books Online

Stock Number

CL0500000042

Title

What's the secret?.

Parallel Title

To providing a world-class customer experience

Consumer satisfaction.

Customer loyalty.

Customer services.

BUS-- 018000

KMPP

Number

Edition

Class number

Book number

DiJulius, John R.,1964-

Date of Transaction

20171110065649.5

Cataloguing Rules (Descriptive Conventions))

pn

Electronic name

[Book]

Y