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

Product Details

• Amazon Sales Rank: #45227 in Books
• Published on: 2003-01-28
• Number of items: 1
• Binding: Paperback
• 208 pages

Mercury News, San Jose, CA April 2003
"DiJulius has written a very practical, informational book for those who want to make customers their highest priority."

CHEF
"It's a must-read if you're serious about providing unforgettable customer service that will blow away your competition."

Book Info
Reveals the hidden systems of the few exceptional companies that do: what actions they take behind the scenes to consistently surpass customer expectations. Packed with examples applicable to a wide range of industries. Softcover.

Customer Reviews

Love Love Love this book!
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
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
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!!!!