What's the secret?: to providing a world-class customer experience
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
Hoboken, N.J.
Wiley
c2008
|
| Schlagworte: | |
| Online-Zugang: | Volltext |
| Beschreibung: | Includes bibliographical references and index pt. 1. The customer service crisis -- The smoking gun : definitive proof of the return on investment in providing superior service -- The state of service : is your company part of the customer service crisis or customer service revolution? -- World-class service sins : what prevents companies from being world class? -- Service aptitude level : what level is your company? -- pt. 2. The customer service revolution -- Commandment I : service vision : a clear purpose of why the business exists -- Commandment II : creating a world-class internal culture : attract, hire, and retain only the people who have the service DNA -- Commandment III : nonnegotiable experiential standards : experience standards everyone must follow -- Commandment IV : secret service systems : utilizing customer intelligence to personalize their experience and engage and anticipate their needs -- Commandment V : training to provide a world-class customer experience : systems and processes that remove variation and provide a consistent customer experience -- Commandment VI : implementation and execution : how to go from ideas on paper to consistently executed concepts -- Commandment VII : zero risk : anticipating your service defects and having protocols in place to make it right -- Commandment VIII : creating an above-and-beyond culture : constant awareness and branding of how to be a hero -- Commandment IX : measuring your customer's experience : what gets measured gets managed -- Commandment X : world-class leadership : walking the talk "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."--Jacket |
| Beschreibung: | 1 Online-Ressource (xvi, 320 p.) |
| ISBN: | 0470196122 9780470196120 9781118039427 1118039424 |
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| 500 | |a Includes bibliographical references and index | ||
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| 500 | |a "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."--Jacket | ||
| 650 | 7 | |a Kundenorientierung |2 swd | |
| 650 | 7 | |a Unternehmen |2 swd | |
| 650 | 7 | |a BUSINESS & ECONOMICS / Customer Relations |2 bisacsh | |
| 650 | 7 | |a Consumer satisfaction |2 fast | |
| 650 | 7 | |a Customer loyalty |2 fast | |
| 650 | 7 | |a Customer services |2 fast | |
| 650 | 4 | |a Wirtschaft | |
| 650 | 4 | |a Customer services | |
| 650 | 4 | |a Consumer satisfaction | |
| 650 | 4 | |a Customer loyalty | |
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Datensatz im Suchindex
| _version_ | 1804175293916643328 |
|---|---|
| any_adam_object | |
| author | DiJulius, John R. |
| author_facet | DiJulius, John R. |
| author_role | aut |
| author_sort | DiJulius, John R. |
| author_variant | j r d jr jrd |
| building | Verbundindex |
| bvnumber | BV042967029 |
| classification_rvk | QP 620 |
| collection | ZDB-4-EBA ZDB-4-EBU |
| ctrlnum | (OCoLC)647764744 (DE-599)BVBBV042967029 |
| dewey-full | 658.8/12 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Electronic eBook |
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| illustrated | Not Illustrated |
| indexdate | 2024-07-10T07:14:00Z |
| institution | BVB |
| isbn | 0470196122 9780470196120 9781118039427 1118039424 |
| language | English |
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| spelling | DiJulius, John R. Verfasser aut What's the secret? to providing a world-class customer experience John R. DiJulius To providing a world-class customer experience Hoboken, N.J. Wiley c2008 1 Online-Ressource (xvi, 320 p.) txt rdacontent c rdamedia cr rdacarrier Includes bibliographical references and index pt. 1. The customer service crisis -- The smoking gun : definitive proof of the return on investment in providing superior service -- The state of service : is your company part of the customer service crisis or customer service revolution? -- World-class service sins : what prevents companies from being world class? -- Service aptitude level : what level is your company? -- pt. 2. The customer service revolution -- Commandment I : service vision : a clear purpose of why the business exists -- Commandment II : creating a world-class internal culture : attract, hire, and retain only the people who have the service DNA -- Commandment III : nonnegotiable experiential standards : experience standards everyone must follow -- Commandment IV : secret service systems : utilizing customer intelligence to personalize their experience and engage and anticipate their needs -- Commandment V : training to provide a world-class customer experience : systems and processes that remove variation and provide a consistent customer experience -- Commandment VI : implementation and execution : how to go from ideas on paper to consistently executed concepts -- Commandment VII : zero risk : anticipating your service defects and having protocols in place to make it right -- Commandment VIII : creating an above-and-beyond culture : constant awareness and branding of how to be a hero -- Commandment IX : measuring your customer's experience : what gets measured gets managed -- Commandment X : world-class leadership : walking the talk "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."--Jacket Kundenorientierung swd Unternehmen swd BUSINESS & ECONOMICS / Customer Relations bisacsh Consumer satisfaction fast Customer loyalty fast Customer services fast Wirtschaft Customer services Consumer satisfaction Customer loyalty Unternehmen (DE-588)4061963-1 gnd rswk-swf Kundenorientierung (DE-588)4316837-1 gnd rswk-swf Unternehmen (DE-588)4061963-1 s Kundenorientierung (DE-588)4316837-1 s 1\p DE-604 Erscheint auch als Druck-Ausgabe, Hardcover 978-0-470-19612-0 http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=354715 Aggregator Volltext 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | DiJulius, John R. What's the secret? to providing a world-class customer experience Kundenorientierung swd Unternehmen swd BUSINESS & ECONOMICS / Customer Relations bisacsh Consumer satisfaction fast Customer loyalty fast Customer services fast Wirtschaft Customer services Consumer satisfaction Customer loyalty Unternehmen (DE-588)4061963-1 gnd Kundenorientierung (DE-588)4316837-1 gnd |
| subject_GND | (DE-588)4061963-1 (DE-588)4316837-1 |
| title | What's the secret? to providing a world-class customer experience |
| title_alt | To providing a world-class customer experience |
| title_auth | What's the secret? to providing a world-class customer experience |
| title_exact_search | What's the secret? to providing a world-class customer experience |
| title_full | What's the secret? to providing a world-class customer experience John R. DiJulius |
| title_fullStr | What's the secret? to providing a world-class customer experience John R. DiJulius |
| title_full_unstemmed | What's the secret? to providing a world-class customer experience John R. DiJulius |
| title_short | What's the secret? |
| title_sort | what s the secret to providing a world class customer experience |
| title_sub | to providing a world-class customer experience |
| topic | Kundenorientierung swd Unternehmen swd BUSINESS & ECONOMICS / Customer Relations bisacsh Consumer satisfaction fast Customer loyalty fast Customer services fast Wirtschaft Customer services Consumer satisfaction Customer loyalty Unternehmen (DE-588)4061963-1 gnd Kundenorientierung (DE-588)4316837-1 gnd |
| topic_facet | Kundenorientierung Unternehmen BUSINESS & ECONOMICS / Customer Relations Consumer satisfaction Customer loyalty Customer services Wirtschaft |
| url | http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=354715 |
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