What's the Secret: To Providing a World-Class Customer Experience

What's the Secret: To Providing a World-Class Customer Experience
John R. DiJulius (Auteur)
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Download : EUR 17,30 (as of 01/13/2013 08:57 PST)

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Description du produit

An inside look at the world-class customer service strategies at top companies
This revolutionary book finally answers the question and reveals how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis while the majority of businesses struggle with getting much smaller teams to do it right. But this book doesn't just reveal what the best customer service companies do; it reveals how they do it. After all, that's the hard part. Author John DiJulius, considered the authority on customer service, has cracked the code through his extensive experience at helping large companies deliver superior service, and he knows the best practices of the world-class customer service companies. Now, he shares that inside knowledge and shows readers how to emulate these high standards of service in their own businesses, no matter how small or how large. With proven action steps and non-negotiable customer service standards, any business owner or leader can differentiate their business by becoming a customer service powerhouse. John R. DiJulius III (Cleveland, OH) is President of The DiJulius Group, a consulting firm that helps companies differentiate themselves by delivering a superior customer experience that makes price irrelevant. He is also the President and owner of John Robert's Spa, with six locations, selected one of the top 20 salons in America.