Details

<p>Preface vii</p> <p>Secret Service Terminology xiii</p> <p>Acknowledgments xv</p> <p><b>Part I: The Customer Service Crisis 1</b></p> <p>1 The Smoking Gun 3<br /> Definitive proof of the return on investment in providing superior service</p> <p>2 The State of Service 25<br /> Is your company part of the customer service crisis or customer service revolution?</p> <p>3 World-Class Service Sins 45<br /> What prevents companies from being world class?</p> <p>4 Service Aptitude Level 57<br /> What level is your company?</p> <p><b>Part II: The Customer Service Revolution 75</b></p> <p>5 Commandment I: Service Vision 87<br /> A clear purpose of why the business exists</p> <p>6 Commandment II: Creating a World-Class Internal Culture 111<br /> Attract, hire, and retain only the people who have the Service DNA</p> <p>7 Commandment III: Nonnegotiable Experiential Standards 133<br /> Experience standards everyone must follow</p> <p>8 Commandment IV: Secret Service Systems 149<br /> Utilizing Customer Intelligence to personalize their experience and engage and anticipate<br /> their needs</p> <p>9 Commandment V: Training to Provide a World-Class Customer Experience 181<br /> Systems and processes that remove variation and provide a consistent customer experience</p> <p>10 Commandment VI: Implementation and Execution 205<br /> How to go from ideas on paper to consistently executed concepts</p> <p>11 Commandment VII: Zero Risk 219<br /> Anticipating your service defects and having protocols in place to make it right</p> <p>12 Commandment VIII: Creating an Above-and Beyond Culture 243<br /> Constant awareness and branding of how to be a hero</p> <p>13 Commandment IX: Measuring Your Customer’s Experience 271<br /> What gets measured gets managed</p> <p>14 Commandment X: World-Class Leadership 295<br /> Walking the talk</p> <p>Index 315</p>

<p><b>JOHN R. DIJULIUS III</b> is considered the authority on customer service and President 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. </p>

<p>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.</p> <p>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. <i>What’s the Secret?</i> presents an in-depth, inside look at the world-class customer service strategies employed by the world’s most customer-friendly companies. <p>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. <p>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 <i>What’s the Secret?</i> 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. <p>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.

US