TY  - BOOK
AU  - DiJulius,John R.
TI  - Secret service: hidden systems that deliver unforgettable customer service 
SN  - 0814471714
AV  - HF5415.5 .D558 2003
U1  - 658.812 DIJ 22
PY  - 2003///
CY  - New York
PB  - AMACOM
KW  - Customer services
KW  - Consumer satisfaction
KW  - Customer loyalty
N1  - 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
UR  - http://41.59.100.242:80/cgi-bin/koha/opac-retrieve-file.pl?id=ad993cf192242cb863fe7ff7f169b2f7
ER  -