عنوان

What's the secret? :

شابک

0470374543

شابک

1118039424

شابک

9780470374542

شابک

9781118039427

شابک اشتباه

0470196122

شابک اشتباه

1281317683

شابک اشتباه

9780470196120

شابک اشتباه

9780470196120

شابک اشتباه

9781281317681

شماره

b529274

عنوان اصلي

What's the secret? :

نام عام مواد

[Book]

ساير اطلاعات عنواني

to providing a world-class customer experience /

نام نخستين پديدآور

John R. DiJulius.

محل نشرو پخش و غیره

Hoboken, N.J. :

نام ناشر، پخش کننده و غيره

Wiley,

تاریخ نشرو بخش و غیره

©2008.

نام خاص و کميت اثر

1 online resource (xvi, 320 pages) :

ساير جزييات

illustrations

متن يادداشت

Includes bibliographical references and index.

متن يادداشت

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.

بدون عنوان

0

متن يادداشت

"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.

منبع سفارش / آدرس اشتراک

Safari Books Online

شماره انبار

CL0500000042

عنوان

What's the secret?.

عنوان اصلي به زبان ديگر

To providing a world-class customer experience

موضوع مستند نشده

Consumer satisfaction.

موضوع مستند نشده

Customer loyalty.

موضوع مستند نشده

Customer services.

موضوع مستند نشده

BUS-- 018000

موضوع مستند نشده

KMPP

شماره

ويراست

شماره رده

نشانه اثر

مستند نام اشخاص تاييد نشده

DiJulius, John R.,1964-

تاريخ عمليات

20171110065649.5

قواعد فهرست نويسي ( بخش توصيفي )

pn

نام الکترونيکي

نوع ماده

[Book]

تكميل شده

Y