| What's the Secret: To Providing a World-Class Customer Experience | 
 enlarge | Author: John R. Dijulius
Publisher: Wiley
Category: Book
List Price: $27.95
Buy New: $15.66
You Save: $12.29 (44%)
New (33) Used (8) from $15.58
Avg. Customer Rating:  4 reviews
Sales Rank: 21538
Media: Hardcover
Number Of Items: 1
Pages: 336
Shipping Weight (lbs): 1.2
Dimensions (in): 9.2 x 6.2 x 1.3
ISBN: 0470196122
Dewey Decimal Number: 658.812
EAN: 9780470196120
ASIN: 0470196122
Publication Date: May 2, 2008
Availability: Usually ships in 1-2 business days
Condition: Brand New, Perfect Condition, Please allow 4-14 business days for delivery. 100% Money Back Guarantee, Over 1,000,000 customers served.
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| Editorial Reviews:
Product Description
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.
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| Customer Reviews:
Now, there's no excuse for anything less than World Class Service June 5, 2008
1 out of 2 found this review helpful
If there is anyone I've ever met that has captured the essence of consistently delivering world-class service, it's John DiJulius. His new book, What's the Secret, is a step-by-step roadmap to excellence. This is not a book to keep on a shelf -- it belongs on your desk as a perpetual guide to doing it light years better than your competition.
--Neil Ducoff, CEO Strategies, author of "No-Compromise Leadership: A Higher Standard of Leadership Thinking and Behavior"
compete in any economy! May 1, 2008
2 out of 3 found this review helpful
Looking for a way to make your prices irrelevant? This book opened my eyes to why companies like Disney don't have to cut their prices because of the economy.
Don't bother doing the research on how to improve your customer service, DiJulius has already done it all and included all the key points in his latest book. Even how to hire the right service minded people-priceless insight! What's the Secret? gives you everything you need to know to create, improve, and maintain great customer service. This book should be a mandatory read for anyone dealing with internal and external customers.
His writing style makes it an easy read that you can't put down! DiJuius is real and genuine, he uses experience as a speaker and consultant from his work with top service companies (Ritz Carlton, Nordstrom, Starbucks, Lexus and more) to provide the reader with actual conditions and systems. Whether business to business or business to consumer, any company -of any size- can indulge their customer with world-class service by following his easy to understand 10 commandment structure. And as an added plus--DiJulius gives you the web address to take his service aptitude test online "FREE" to see how you rank. Brilliant follow up to his first book, Secret Service-which I highly recommend you purchase with this one if you haven't read it already.
Great Book!!! April 29, 2008
1 out of 3 found this review helpful
An incredible book! A wealth of information. Just an exceptional book for anyone who deals with customers, or people in general, in any form of business. Great follow up to Secret Service!
Awesome Book April 28, 2008
1 out of 1 found this review helpful
This book is even better than DiJulius' first book. If you care at all about customer service, and we all should, then you should do like me and buy one for your whole team. Great book.
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