Secret service [electronic resource] : hidden systems that deliver unforgettable customer service / John R. DiJulius III ; foreword by Bill Capodagli and Lynn Jackson.
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BookPublication details: New York : AMACOM, c2003.Description: xix, 172 p. : illSubject(s): Genre/Form: DDC classification: - 658.8/12 21
- HF5415.5 .D558 2003eb
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| 658.8/12 The customer advocate and the customer saboteur : | 658.8/12 The real-time contact center | 658.8/12 Customer service training 101 | 658.8/12 Secret service | 658.8/12 Made to serve | 658.812 Build for change : | 658.8/12 The supernova advisor |
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.
Electronic reproduction. Palo Alto, Calif. : ebrary, 2013. Available via World Wide Web. Access may be limited to ebrary affiliated libraries.
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