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Secret Service: Hidden Systems That Deliver Unforgettable Customer Service »
Authors: John R. DiJulius
ISBN-13: 9780814471715, ISBN-10: 0814471714
Format: Paperback
Publisher: AMACOM
Date Published: November 2002
Edition: (Non-applicable)
Author Biography: John R. DiJulius
John R. DiJulius III (Cleveland, OH) is the founder of John Robert’s Hair Salons, which won the Ernst & Young Entrepreneur of the Year Award in 1999. He is President of Minding Your Business, a business consulting firm specializing in customer service and marketing. For more information about he author visit his website www.secretservicesystems.com.
Book Synopsis
An award-winning salon owner and expert marketer passes along the concepts and practices that create loyal repeat customers in any business including having superb "front line" people, making each visit "an experience," going deeper with existing customers, developing strong corporate culture, and establishing face-to-face relationships. Annotation (c)2003 Book News, Inc., Portland, OR
Chef
"It's a must-read if you're serious about providing unforgettable customer service that will blow away your competition."
Table of Contents
| Foreword | ||
| Preface: Impossible Dream versus Reality | ||
| Acknowledgments | ||
| Ch. 1 | Secret Service Systems: Creating Behind-the-Scences Systems | 1 |
| Ch. 2 | Secret Service at Work: Implementing Secret Service Systems | 31 |
| Ch. 3 | Your Front Line Is Your Bottom Line: The Value of Your Front Line People | 53 |
| Ch. 4 | What Are We Really Selling? Making It an Experience | 65 |
| Ch. 5 | Drilling for Oil in Your Own Backyard: Marketing to Go Deeper with Existing Customers | 85 |
| Ch. 6 | Creating Passionate Team Members: Developing a Strong Corporate Culture | 111 |
| Ch. 7 | An Opportunity to Be a Hero: Turning Customer Complaints into Positive Experiences | 135 |
| Ch. 8 | Enhancing the Quality of Lives Around Us: Giving Back | 147 |
| Ch. 9 | E-nough: Getting Back to Face-to-Face Relationships | 155 |
| Index | 167 | |
| About the Author | 171 |
Subjects
