John R. DiJulius 
What’s the Secret? 
To Providing a World-Class Customer Experience

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What’s the Secret? gives you an inside look at theworld-class customer service strategies of some of today’sbest companies. You’ll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50, 000 employees to deliver world-classcustomer service on a consistent basis- and how your company cantoo. Packed with insider knowledge and a wealth of proven bestpractices, author John Di Julius will show you how your company canemulate the world’s best customer service providers.


Preface vii

Secret Service Terminology xiii

Acknowledgments xv

Part I: The Customer Service Crisis 1

1 The Smoking Gun 3

Definitive proof of the return on investment in providingsuperior service

2 The State of Service 25

Is your company part of the customer service crisis or customerservice 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 Culture111

Attract, hire, and retain only the people who have the Service DNA

7 Commandment III: Nonnegotiable Experiential Standards133

Experience standards everyone must follow

8 Commandment IV: Secret Service Systems 149

Utilizing Customer Intelligence to personalize their experienceand 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 aconsistent customer experience

10 Commandment V I: Implementation and Execution 205

How to go from ideas on paper to consistently executedconcepts

11 Commandment V II: Zero Risk 219

Anticipating your service defects and having protocols in place tomake it right

12 Commandment V III: Creating an Above-and-Beyond Culture243

Constant awareness and branding of how to be a hero

13 Commandment IX: Measuring Your Customer’s Experience271

What gets measured gets managed

14 Commandment X: World-Class Leadership 295

Walking the talk

Index 315

Über den Autor

John R. DiJulius III is considered the authority on customer service andPresident 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
Sprache Englisch ● Format PDF ● Seiten 336 ● ISBN 9780470374542 ● Dateigröße 20.8 MB ● Verlag John Wiley & Sons ● Erscheinungsjahr 2008 ● herunterladbar 24 Monate ● Währung EUR ● ID 2316437 ● Kopierschutz Adobe DRM
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