T�tulo: Secret Service : Hidden Systems That Deliver Unforgettable Customer Service
Editor: AMACOM
Fecha de publicaci�n: 2003
Idioma: Ingl�s
ISBN 10: 0814471714
ISBN 13: 9780814471715
Encuadernaci�n: Encuadernaci�n de tapa blanda
Estado: New

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Sinopsis

All businesses have customers, but how many of them deliver unforgettably good customer service?

Customer experience expert and author John R. DiJulius 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.

Packed with examples applicable to a wide range of industries, Secret Service 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.

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.

Acerca del autor

John R. DiJulius III (Cleveland, OH) is the founder of John Robert's Hair Salons, which won the Ernst Young Entrepreneur of the Year Award in 1999. He is President of Minding Your Business, a business consulting firm specializing in customer service and marketing. For more information about he author visit his website www.secretservicesystems.com.

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