Secret Service

Hidden Systems That Deliver Unforgettable Customer Service

John R. DiJulius III

172 pages, parution le 30/01/2003

Ajouter à une liste

Indisponible

Résumé

All businesses have customers, but how many of them deliver unforgettably good customer service? Secret Service reveals the hidden systems of the few exceptional companies that do: what actions they take behind the scenes to consistently surpass customer expectations. These organizations reap the benefits of greater customer loyalty, exponentially expanded referral networks, lower employee turnover, and stronger bottom-line results.
By quantifying and examining each phase of the "Customer Experience Cycle," Secret Service reveals clever, practical ideas that can be transformed into repeatable best practices in any organization and at every level. Packed with examples applicable to a wide range of industries, this book provides practical, realistic ways to:

Turn customer complaints into positive experiences
Use marketing to go deeper with existing customers
Increase customer and employee retention, and turn bland customer service into truly memorable customer experiences

Contents

Preface: Impossible Dream versus Reality Acknowledgments
Secret Service Systems: Creating Behind-the-Scenes Systems
Secret Service at Work: Implementing Secret
Service Systems
Your Front Line Is Your Bottom Line: The Value of Your Front Line People
What Are We Really Selling? Making It an Experience
Drilling for Oil in Your Own Backyard: Marketing to Go Deeper with Existing Customers
Creating Passionate Team Members: Developing a Strong Corporate Culture
An Opportunity to Be a Hero: Turning Customer
Complaints into Positive Experiences
Enhancing the Quality of Lives Around Us: Giving Back
E-nough: Getting Back to Face-to-Face Relationships

Caractéristiques techniques

	PAPIER
Éditeur(s)	Amacom
Auteur(s)	John R. DiJulius III
Parution	30/01/2003
Nb. de pages	172
Format	15 x 23
Couverture	Broché
Poids	295g
Intérieur	Noir et Blanc
EAN13	9780814471715
ISBN13	978-0-8144-7171-5