John R. Dijulius

What's the Secret? (eBook, PDF)

To Providing a World-Class Customer Experience

• Format: PDF

Produktbeschreibung

What's the Secret? gives you an inside look at the world-class customer service strategies of some of today's best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world's best customer service providers.

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Produktdetails

• Verlag: John Wiley & Sons
• Seitenzahl: 336
• Erscheinungstermin: 5. August 2008
• Englisch
• ISBN-13: 9780470374542
• Artikelnr.: 37291710

Autorenporträt

JOHN R. DIJULIUS III is considered the authority on customer service and President of The DiJulius Group, a consulting firm that helps companies differentiate themselves through superior customer service. He is also the owner of the John Robert's Spa, a chain of high-end salons and spas repeatedly selected among the top twenty in America. For more information, visit www.thedijuliusgroup.com.

Inhaltsangabe

Preface. 1. The Smoking Gun. Definitive Proof Of The Return On Investment
In Providing Superior Service. 2. The State of Service. Is Your Company
Part Of The Customer Service Crisis Or Customer Service Revolution? 3.
World Class Service Sins. What Prevents Companies From Being Superior At
Service. 4. Service Aptitude Level. What Level Is Your Company? 5. I -
Develop a Service Vision. A Clear Purpose Of Why The Business Exists. 6.
II-Create a World-Class Internal Culture. Attract, Hire And Retain Only The
People Who Have The Service DNA. 7. III-Non-Negotiable Experiential
Standards. Experience Standards Everyone Must Follow. 8. IV-Secret Service
Systems. Utilizing Customer Intelligence To Personalize Their Experience,
Engage And Anticipate Their Needs. 9. V-Training to providing a World-Class
Customer Experience. Systems And Processes That Remove Variation And
Provides A Consistent Customer's Experience. 10. VI - Implementation and
Execution. How To Go From Ideas On A Paper To Being Consistently Executed.
11. VII - Zero Risk. Anticipating Your Service Defects And Having Protocols
In Place To Make It Right. 12. VIII-Creating an Above & Beyond Culture.
Constant Awareness & Branding Of How To Be A Hero. 13. IX-Measuring Your
Customer's Experience. What Gets Measured Gets Managed. 14. X-World-Class
Leadership. Walking the Talk.