{"product_id":"whats-the-secret-9780470196120","title":"Whats the Secret","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cp\u003e\u003ci\u003eWhat''s the Secret?\u003c\/i\u003e gives you an inside look at the world-class customer service strategiesof some of today''s best companies. You''ll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world''s best customer service providers.\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e\u003cp\u003ePreface vii\u003c\/p\u003e \u003cp\u003eSecret Service Terminology xiii\u003c\/p\u003e \u003cp\u003eAcknowledgments xv\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart I: The Customer Service Crisis 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e1 The Smoking Gun 3\u003cbr\u003e Definitive proof of the return on investment in providing superior service\u003c\/p\u003e \u003cp\u003e2 The State of Service 25\u003cbr\u003e Is your company part of the customer service crisis or customer service revolution?\u003c\/p\u003e \u003cp\u003e3 World-Class Service Sins 45\u003cbr\u003e What prevents companies from being world class?\u003c\/p\u003e \u003cp\u003e4 Service Aptitude Level 57\u003cbr\u003e What level is your company?\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart II: The Customer Service Revolution 75\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e5 Commandment I: Service Vision 87\u003cbr\u003e A clear purpose of why the business exists\u003c\/p\u003e \u003cp\u003e6 Commandment II: Creating a World-Class Internal Culture 111\u003cbr\u003e Attract, hire, and retain only the people who have the Service DNA\u003c\/p\u003e \u003cp\u003e7 Commandment III: Nonnegotiable Experiential Standards 133\u003cbr\u003e Experience standards everyone must follow\u003c\/p\u003e \u003cp\u003e8 Commandment IV: Secret Service Systems 149\u003cbr\u003e Utilizing Customer Intelligence to personalize their experience and engage and anticipate\u003cbr\u003e their needs\u003c\/p\u003e \u003cp\u003e9 Commandment V: Training to Provide a World-Class Customer Experience 181\u003cbr\u003e Systems and processes that remove variation and provide a consistent customer experience\u003c\/p\u003e \u003cp\u003e10 Commandment VI: Implementation and Execution 205\u003cbr\u003e How to go from ideas on paper to consistently executed concepts\u003c\/p\u003e \u003cp\u003e11 Commandment VII: Zero Risk 219\u003cbr\u003e Anticipating your service defects and having protocols in place to make it right\u003c\/p\u003e \u003cp\u003e12 Commandment VIII: Creating an Above-and Beyond Culture 243\u003cbr\u003e Constant awareness and branding of how to be a hero\u003c\/p\u003e \u003cp\u003e13 Commandment IX: Measuring Your Customer’s Experience 271\u003cbr\u003e What gets measured gets managed\u003c\/p\u003e \u003cp\u003e14 Commandment X: World-Class Leadership 295\u003cbr\u003e Walking the talk\u003c\/p\u003e \u003cp\u003eIndex 315\u003c\/p\u003e","brand":"John Wiley \u0026 Sons Inc","offers":[{"title":"Default Title","offer_id":49402304201047,"sku":"9780470196120","price":19.54,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9780470196120.jpg?v=1730480004","url":"https:\/\/bookcurl.com\/products\/whats-the-secret-9780470196120","provider":"Book Curl","version":"1.0","type":"link"}