Secret service : hidden systems that deliver unforgettable customer service /
DiJulius, John R., 1964-
Secret service : hidden systems that deliver unforgettable customer service / John R. DiJulius III ; foreword by Bill Capodagli and Lynn Jackson. - New York : AMACOM, c2003. - xix, 172 p. : ill. ; 23 cm.
Includes index.
Secret service systems : creating behind-the-scenes systems -- Secret service at work : implementing secret service systems -- Your front line is your bottom line : the value of your front-line people -- What are we really selling? : making it an experience -- Drilling for oil, in your own backyard : marketing to go deeper with your existing customers -- Creating passionate team members : creating a great corporate culture -- An opportunity to be a hero : turning customer complaints into positive experiences -- Enhancing the quality of lives around us : giving back -- E-nough : getting back to the face-to-face relationships.
0814471714
2002014953
Customer services.
Consumer satisfaction.
Customer loyalty.
HF5415.5 / .D558 2003
658.812 DIJ
Secret service : hidden systems that deliver unforgettable customer service / John R. DiJulius III ; foreword by Bill Capodagli and Lynn Jackson. - New York : AMACOM, c2003. - xix, 172 p. : ill. ; 23 cm.
Includes index.
Secret service systems : creating behind-the-scenes systems -- Secret service at work : implementing secret service systems -- Your front line is your bottom line : the value of your front-line people -- What are we really selling? : making it an experience -- Drilling for oil, in your own backyard : marketing to go deeper with your existing customers -- Creating passionate team members : creating a great corporate culture -- An opportunity to be a hero : turning customer complaints into positive experiences -- Enhancing the quality of lives around us : giving back -- E-nough : getting back to the face-to-face relationships.
0814471714
2002014953
Customer services.
Consumer satisfaction.
Customer loyalty.
HF5415.5 / .D558 2003
658.812 DIJ