Secret Service: Hidden Systems That Deliver Unforgettable Customer Service

Overview

Foreword by Capodagli and Lynn Jackson, coauthors of The Disney Way

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, ...

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Overview

Foreword by Capodagli and Lynn Jackson, coauthors of The Disney Way

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"

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Editorial Reviews

Chef
"It’s a must-read if you’re serious about providing unforgettable customer service that will blow away your competition."
Mercury News
"DiJulius has written a very practical, informational book for those who want to make customers their highest priority."
San Jose, CA, April 13, 2003
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Product Details

  • ISBN-13: 9780814471715
  • Publisher: AMACOM
  • Publication date: 1/28/2003
  • Pages: 208
  • Sales rank: 402,882
  • Product dimensions: 6.06 (w) x 9.04 (h) x 0.57 (d)

Meet the Author

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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Table of Contents

"Chapter 1: The John Robert’s Story

Chapter 2: Secret Service Systems

Chapter 3: Secret Service at Work

Chapter 4: Your Front Line Is Your Bottom Line

Chapter 5: What Are We Really Selling?

Chapter 6: Drill for Oil in Your Own Backyard

Chapter 7: Create Passionate Team Members

Chapter 8: An Opportunity To Be a Hero

Chapter 9: Enhancing the Quality of Lives Around Us

Chapter 10: E-nough"

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Sort by: Showing all of 3 Customer Reviews
  • Posted April 23, 2010

    more from this reviewer

    This book will help you succeed!

    When a peer of mine asked me if I had ever read "Secret Service," I will admit I had never heard of the book or the author. But because I take book recommendations from peers very seriously, I ordered the book from B&N. After reading this book, I can tell you this: IF YOU WANT TO SUCCEED IN YOUR BUSINESS, GET THIS BOOK, READ IT AND THEN PUT IT INTO PRACTICE. The problem with this book is although it's only 165 pages long.you can't just sit down and read it through. Why? Because there are so many great ideas in it that you will put the book down and implement an idea right away. That is if you can. I am an entrepreneur so I have no bosses. I am able to implement immediately. But if you have to run your ideas through someone else THIS BOOK WILL STILL HELP YOU! The ideas in this book are NOT rocket science. Their common sense ideas that WILL help you succeed. Do yourself a favor and get this book!

    0 out of 1 people found this review helpful.

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    Posted May 1, 2009

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    Posted April 28, 2010

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