{"product_id":"whats-the-secret-isbn-9780470196120","title":"What's the Secret?","description":"\u003cp\u003e\u003ci\u003eWhat's the Secret?\u003c\/i\u003e gives you an inside look at the world-class customer service strategies of 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 \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 \u003cp\u003e\u003cb\u003eJOHN R. DIJULIUS III\u003c\/b\u003e is considered the authority on customer service and President of The DiJulius Group, a consulting firm that helps companies differentiate themselves through superior customer service. He is also the owner of the John Robert’s Spa, a chain of high-end salons and spas repeatedly selected among the top twenty in America. For more information, visit www.thedijuliusgroup.com. \u003c\/p\u003e  \u003cp\u003eBusiness has never been tougher than it is today. Are you competing on price or service? The only companies surviving with long-term sustainability are the ones fanatical about differentiating themselves through the customer experience they deliver.\u003c\/p\u003e \u003cp\u003eThe companies that focus on delivering a world-class customer experience not only have higher sales growth, a stronger bottom line, and lower employee turnover, they also have a distinct competitive advantage in their marketplace. \u003ci\u003eWhat’s the Secret?\u003c\/i\u003e presents an in-depth, inside look at the world-class customer service strategies employed by the world’s most customer-friendly companies. \u003c\/p\u003e\u003cp\u003eTop customer service consultant John DiJulius has spent his entire career cracking the code to learn how organizations can deliver world-class service. Now he reveals the proven strategies and principles of world-class service companies like Disney, Nordstrom, and The Ritz-Carlton. While even small companies often struggle to deliver adequate customer service on a regular basis, these companies manage to align tens of thousands of employees to deliver consistent top-class care and service to every customer. \u003c\/p\u003e\u003cp\u003eNo matter how small or large your business—even if you only manage yourself or a small department—the best practices you’ll find in \u003ci\u003eWhat’s the Secret?\u003c\/i\u003e will change the way you serve customers and lead to long-term excellence. You’ll find the proven steps, best practices, and service standards that you need to build a customer service machine that delivers day-in and day-out. You’ll learn how to attract and retain a high-quality customer service workforce, measure customer satisfaction, and create a culture that routinely finds ways to go above and beyond for your customer. \u003c\/p\u003e\u003cp\u003eNo matter what you do, customer service excellence is the indisputable key to long-term business success and the only way to make price less relevant to your customers. Provide a world-class customer experience and dominate your market.\u003c\/p\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47990475325669,"sku":"NP9780470196120","price":29.95,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9780470196120.jpg?v=1761787975","url":"https:\/\/k12savings.com\/products\/whats-the-secret-isbn-9780470196120","provider":"K12savings","version":"1.0","type":"link"}