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What's the Secret [electronic resource] : to Providing a World-class Customer Experience

By: Material type: Computer fileComputer filePublisher number: 9780470196120Publication details: Chichester : Wiley, 2008.ISBN:
  • 9780470374542
Subject(s): Genre/Form: Additional physical formats: Print version:: What's the Secret : to Providing a World-class Customer ExperienceDDC classification:
  • 658.8/12 658.812
LOC classification:
  • HF5415.5.D5583 2008
Online resources:
Contents:
Whats The Secret? To Providing a World-Class Customer Experience; Contents; Preface; Secret Service Terminology; Acknowledgments; Part I: The Customer Service Crisis; Chapter 1: The Smoking Gun; Chapter 2: The State of Service; Chapter 3: World-Class Service Sins; Chapter 4: Service Aptitude Level; Part II: The Customer Service Revolution; Chapter 5: Commandment I: Service Vision; Chapter 6: Commandment II: Creating a World-Class Internal Culture; Chapter 7: Commandment III: Nonnegotiable Experiential Standards; Chapter 8: Commandment IV: Secret Service Systems
Chapter 9: Commandment V: Training to Provide a World-Class Customer ExperienceChapter 10: Commandment VI: Implementation and Execution; Chapter 11: Commandment VII: Zero Risk; Chapter 12: Commandment VIII: Creating an Above-and-Beyond Culture; Chapter 13: Commandment IX: Measuring Your Customer's Experience; Chapter 14: Commandment X: World-Class Leadership; Index
Summary: 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.
Holdings
Item type Home library Call number Status Date due Barcode Item holds
Electronic Resource Electronic Resource UH Online Library Ebooks Not for loan
Total holds: 0

Enhanced descriptions from Syndetics:

Description based upon print version of record.

Whats The Secret? To Providing a World-Class Customer Experience; Contents; Preface; Secret Service Terminology; Acknowledgments; Part I: The Customer Service Crisis; Chapter 1: The Smoking Gun; Chapter 2: The State of Service; Chapter 3: World-Class Service Sins; Chapter 4: Service Aptitude Level; Part II: The Customer Service Revolution; Chapter 5: Commandment I: Service Vision; Chapter 6: Commandment II: Creating a World-Class Internal Culture; Chapter 7: Commandment III: Nonnegotiable Experiential Standards; Chapter 8: Commandment IV: Secret Service Systems

Chapter 9: Commandment V: Training to Provide a World-Class Customer ExperienceChapter 10: Commandment VI: Implementation and Execution; Chapter 11: Commandment VII: Zero Risk; Chapter 12: Commandment VIII: Creating an Above-and-Beyond Culture; Chapter 13: Commandment IX: Measuring Your Customer's Experience; Chapter 14: Commandment X: World-Class Leadership; Index

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.