Tous nos rayons

Déjà client ? Identifiez-vous

Mot de passe oublié ?

Nouveau client ?

CRÉER VOTRE COMPTE
Secret Service
Ajouter à une liste

Librairie Eyrolles - Paris 5e
Indisponible

Secret Service

Secret Service

Hidden Systems That Deliver Unforgettable Customer Service

John R. DiJulius III

172 pages, parution le 30/01/2003

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

Avantages Eyrolles.com

Livraison à partir de 0,01 en France métropolitaine
Paiement en ligne SÉCURISÉ
Livraison dans le monde
Retour sous 15 jours
+ d'un million et demi de livres disponibles
satisfait ou remboursé
Satisfait ou remboursé
Paiement sécurisé
modes de paiement
Paiement à l'expédition
partout dans le monde
Livraison partout dans le monde
Service clients 0 321 79 56 75 sav@commande.eyrolles.com
librairie française
Librairie française depuis 1925