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E-raamat: What's the Secret?: To Providing a World-Class Customer Experience

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  • Formaat: PDF+DRM
  • Ilmumisaeg: 15-Apr-2008
  • Kirjastus: John Wiley & Sons Inc
  • Keel: eng
  • ISBN-13: 9780470374542
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What's the Secret?: To Providing a World-Class Customer ExperienceSuurem pilt
  • Formaat: PDF+DRM
  • Ilmumisaeg: 15-Apr-2008
  • Kirjastus: John Wiley & Sons Inc
  • Keel: eng
  • ISBN-13: 9780470374542
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DiJulius, a consultant and the owner of a chain of salons and spas, reveals strategies and principles of world-class service companies like Disney, Nordstrom, and The Ritz-Carlton, which align tens of thousands of employees to deliver consistent top-class care and service to every customer. He offers advice on attracting and retaining a high-quality customer service workforce, measuring customer satisfaction, and creating a culture that routinely finds ways to improve customer service. Annotation ©2008 Book News, Inc., Portland, OR (booknews.com)

What's the Secrets? gives you an inside look at the world-class customer service strategies at today s 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.
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.


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 Roberts Spa, a chain of high-end salons and spas repeatedly selected among the top twenty in America. For more information, visit www.thedijuliusgroup.com.
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