What’s the Secret?: To Providing a World-Class Customer Experience 秘密是什么：提供给全球消费者的经验

作者： John R. DiJulius, III 著

出 版 社：

出版时间： 2008-5-1字数：版次： 1页数： 320印刷时间： 2008/05/01开本： 16开印次： 1纸张： 胶版纸I S B N ： 9780470196120包装： 精装编辑推荐

作者介绍：John R. Dijulius III

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.

内容简介

What's The Secret? finally answers the question and reveals how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis while the majority of businesses struggle with getting much smaller teams to do it right. But this book doesn't just reveal what the best customer service companies do; it reveals how they do it. After all, that's the hard part. Author John DiJulius, considered the authority on customer service, has cracked the code through his extensive experience at helping large companies deliver superior service, and he knows the best practices of the world-class customer service companies. Now, he shares that inside knowledge and shows readers how to emulate these high standards of service in their own businesses, no matter how small or how large. With proven action steps and non-negotiable customer service standards, any business owner or leader can differentiate their business by becoming a customer service powerhouse.

目录

Preface.

Secret service terminology

Acknowledgments

Part I:The customer service crisis

1. The Smoking Gun.

Definitive Proof Of The Return On Investment In Providing Superior Service.

2. The State of Service.

Is Your Company Part Of The Customer Service Crisis Or Customer Service Revolution?

3. World Class Service Sins.

What Prevents Companies From Being Superior At Service.

4. Service Aptitude Level.

What Level Is Your Company?

Part II:The customer service Revolution

5. Commandment I:Develop a Service Vision.

A Clear Purpose Of Why The Business Exists.

6. CommandmentII:Create a World:Class Internal Culture.

Attract, Hire And Retain Only The People Who Have The Service DNA.

7. CommandmentIII:Non:Negotiable Experiential Standards.

Experience Standards Everyone Must Follow.

8. CommandmentIV:Secret Service Systems.

Utilizing Customer Intelligence To Personalize Their Experience, Engage And Anticipate Their eeds.

9. CommandmentV:Training to providing a World:Class Customer Experience.

Systems And Processes That Remove Variation And Provides A Consistent Customer's Experience.

10. CommandmentVI:Implementation and Execution.

How To Go From Ideas On A Paper To Being Consistently Executed.

11. CommandmentVII:Zero Risk.

Anticipating Your Service Defects And Having Protocols In Place To Make It Right.

12. CommandmentVIII:Creating an Above & Beyond Culture.

Constant Awareness & Branding Of How To Be A Hero.

13. CommandmentIX:Measuring Your Customer's Experience.

What Gets Measured Gets Managed.

14. CommandmentX:World:Class Leadership.

Walking the Talk.

Index