Collectible, signed by author, edition! Very good condition. Interior is tight, bright and clean; no underlining, notes or highlighting. Binding is solid and strong. Paperback cover is clean. Moderate scuffing, corner bumps and/or creases on the paperback covers due to shelf and reader wear. Gift inscription on inside page. 100% Satisfaction Guaranteed. All items are carefully enclosed with bubble wrap. We ship promptly and worldwide via US Post and will email you a tracking number.

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Bibliographic Details

Title

Secret Service: Hidden Systems That Deliver Unforgettable Customer Service

Publisher

AMACOM

Publication Date

2003

Language

English

ISBN 10

0814471714

ISBN 13

9780814471715

Binding

Paperback

Condition

Very Good

Weight

10 ounces

Signed

Signed by

Seller catalogs

79.98

About this title

Synopsis

All businesses have customers, but how many of them deliver unforgettably good customer service?

Customer experience expert and author John R. DiJulius 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.

Packed with examples applicable to a wide range of industries, Secret Service 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.

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.

About 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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