Secret service hidden systems that deliver unforgettable customer service - DiJulius, John R. (AMACOM, 2003)
Includes index
Foreword - Bill Capodagli, Lynn Jackson -- - Preface: Impossible dream versus reality -- - 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 : developing a strong corporate culture -- - 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