Whats the Secret To Being a World-Class Customer Service Company

Overview

Business has never been tougher than it is today. Are you competing on price or service? The only companies surviving with long-term sustainability are the ones fanatical about differentiating themselves through the customer experience they deliver.

The companies that focus on delivering a world-class customer experience not only have higher sales growth, a stronger bottom line, and lower employee turnover, they also have a distinct competitive advantage in their marketplace. ...

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Overview

Business has never been tougher than it is today. Are you competing on price or service? The only companies surviving with long-term sustainability are the ones fanatical about differentiating themselves through the customer experience they deliver.

The companies that focus on delivering a world-class customer experience not only have higher sales growth, a stronger bottom line, and lower employee turnover, they also have a distinct competitive advantage in their marketplace. What's the Secret? presents an in-depth, inside look at the world-class customer service strategies employed by the world's most customer-friendly companies.

Top customer service consultant John DiJulius has spent his entire career cracking the code to learn how organizations can deliver world-class service. Now he reveals the proven strategies and principles of world-class service companies like Disney, Nordstrom, and The Ritz-Carlton. While even small companies often struggle to deliver adequate customer service on a regular basis, these companies manage to align tens of thousands of employees to deliver consistent top-class care and service to every customer.

No matter how small or large your business—even if you only manage yourself or a small department—the best practices you'll find in What's the Secret? will change the way you serve customers and lead to long-term excellence. You'll find the proven steps, best practices, and service standards that you need to build a customer service machine that delivers day-in and day-out. You'll learn how to attract and retain a high-quality customer service workforce, measure customer satisfaction, and create a culture that routinely finds ways to go above and beyond for your customer.

No matter what you do, customer service excellence is the indisputable key to long-term business success and the only way to make price less relevant to your customers. Provide a world-class customer experience and dominate your market.

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Product Details

  • ISBN-13: 9780470196120
  • Publisher: Wiley
  • Publication date: 5/2/2008
  • Edition number: 1
  • Pages: 336
  • Sales rank: 727,481
  • Product dimensions: 6.36 (w) x 9.04 (h) x 1.19 (d)

Meet the Author

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 www.thedijuliusgroup.com.

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Table of Contents

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 providing superior service

2 The State of Service 25

Is your company part of the customer service crisis or customer service 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 Culture 111

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

7 Commandment III: Nonnegotiable Experiential Standards 133

Experience standards everyone must follow

8 Commandment IV: Secret Service Systems 149

Utilizing Customer Intelligence to personalize their experience and 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 a consistent customer experience

10 Commandment V I: Implementation and Execution 205

How to go from ideas on paper to consistently executed concepts

11 Commandment V II: Zero Risk 219

Anticipating your service defects and having protocols in place to make it right

12 Commandment V III: Creating an Above-and-Beyond Culture 243

Constant awareness and branding of how to be a hero

13 Commandment IX: Measuring Your Customer’s Experience 271

What gets measured gets managed

14 Commandment X: World-Class Leadership 295

Walking the talk

Index 315

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