(Ebook) What's the Secret To Providing a World Class Customer Experience 1st edition by John DiJulius 0470196122 9780470196120

(Ebook) What's the Secret To Providing a World Class Customer Experience 1st edition by John DiJulius 0470196122 9780470196120

What's the Secret: To Providing a World-Class Customer Experience 1st edition by John R. DiJulius - Ebook PDF Instant Download/DeliveryISBN:  0470196122, 9780470196120 

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Product details:

ISBN-10 :  0470196122 

ISBN-13 : 9780470196120

Author:  John R. DiJulius 

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.

What's the Secret: To Providing a World-Class Customer Experience 1st table of contents:

Part I: The Customer Service Crisis 1

1 The Smoking Gun 3
Definitive proof of the return on investment in providing superior service

2 The State of Service 25
Is your company part of the customer service crisis or customer service revolution?

3 World-Class Service Sins 45
What prevents companies from being world class?

4 Service Aptitude Level 57
What level is your company?

Part II: The Customer Service Revolution 75

5 Commandment I: Service Vision 87
A clear purpose of why the business exists

6 Commandment II: Creating a World-Class Internal Culture 111
Attract, hire, and retain only the people who have the Service DNA

7 Commandment III: Nonnegotiable Experiential Standards 133
Experience standards everyone must follow

8 Commandment IV: Secret Service Systems 149
Utilizing Customer Intelligence to personalize their experience and engage and anticipate
their needs

9 Commandment V: Training to Provide a World-Class Customer Experience 181
Systems and processes that remove variation and provide a consistent customer experience

10 Commandment VI: Implementation and Execution 205
How to go from ideas on paper to consistently executed concepts

11 Commandment VII: Zero Risk 219
Anticipating your service defects and having protocols in place to make it right

12 Commandment VIII: Creating an Above-and Beyond Culture 243
Constant awareness and branding of how to be a hero

13 Commandment IX: Measuring Your Customer’s Experience 271
What gets measured gets managed

14 Commandment X: World-Class Leadership 295

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Tags: the Secret, To Providing, World Class, Customer Experience, John DiJulius