|
Secret Service: Hidden Systems That Deliver Unforgettable Customer Service | 
 enlarge | Author: John R. Dijulius
Publisher: AMACOM
Category: Book
List Price: $17.95
Buy New: $6.11
You Save: $11.84 (66%)
New (35) Used (26) Collectible (1) from $6.06
Rating:  25 reviews
Sales Rank: 122020
Media: Paperback
Edition: 1st
Pages: 208
Number Of Items: 1
Shipping Weight (lbs): 0.7
Dimensions (in): 8.9 x 6 x 0.7
ISBN: 0814471714
Dewey Decimal Number: 658.812
EAN: 9780814471715
ASIN: 0814471714
Publication Date: January 28, 2003
Availability: Usually ships in 1-2 business days
| |
| Also Available In:
|
| Similar Items:
|
| Editorial Reviews:
Product Description
Foreword by Capodagli and Lynn Jackson, coauthors of The Disney Way. All businesses have customers, but how many of them deliver unforgettably good customer service? Secret Service 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. 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. Packed with examples applicable to a wide range of industries, this book 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
Book Description
Foreword by Capodagli and Lynn Jackson, coauthors of The Disney Way All businesses have customers, but how many of them deliver unforgettably good customer service? Secret Service 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. 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. Packed with examples applicable to a wide range of industries, this book 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"
|
| Customer Reviews: Read 20 more reviews...
Best Ever November 21, 2008
R. johnson (Kentucky)
This will probably be the shortest review I have ever written. Let me put this book in context for those of you looking for an excellent book on how to run a successful salon. I ordered every book I could find on the net about running a succcessful salon. I read them all......this one was 5 fold better than any of the others I read. If you want to drive business in your salon, buy this book!
Best book ever for business owners September 25, 2008
Christopher Pfaff (Detroit, MI)
I read this book when I first got into the hair industry as a beginning stylist and it definitely helped me gain a very large clientele and being booked out 2 to 3 months ahead in a relatively short amount of time. 5 years later I am managing that salon and we are having our best years ever even in the tough times we've had with our economy. Many salons in our area have gone out of business. Why do we exceed when other salons are failing? Because we have implemented many of the ideas of Secret Service. I am so hyper-aware of customer service now that I have a hard time going to the dentist or chiropractor or any place of business without wanting to tell them these easy little things they could do to make their business so much better. So I highly recommend this book, but beware you'll never go out to eat or shop the same again.
Love Love Love this book! July 9, 2008
P. Onges (Southeastern MA)
LOVE this book! It's completely marked up with yellow highlighter and dog-ears. Must Get for Spa Owners!
Secret Service: Hidden Systems That Deliver Unforgettable Customer Service September 16, 2007
T. Ritchie (Fort Worth, Texas)
This is a book that I reccomend to all of my franchise stores that I support. This is a glossary or handbook of great service and marketing. There is no reinventing the wheel in this little book but a refernce of the tried and true. Each example is supported with results and successes. The multiple companies referred to are known companies who lead their markets in service.
I encourage my stores to take a highlighter to this book of concepts and write notes in the margins. They will refer to this book often. This is 165 pages of good information.
all business owners should read this book July 11, 2007
R.M. (Massachusetts)
I read this book in one day while I was on vacation. I was so inspired, I couldn't wait to get back to work to begin a new customer service policy in our salon. We already do some of the rituals for our guests, but this book gave me so many more ideas. John Dijullius is so right about creating systems and sticking with them, day in and day out. Can't wait for the second book!!!!
|
|
|
SEO and Marketing TipsBETA RELEASE | |
