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Secret Service: Hidden Systems That Deliver Unforgettable Customer Service Paperback – January 28, 2003


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Frequently Bought Together

Secret Service: Hidden Systems That Deliver Unforgettable Customer Service + What's the Secret: To Providing a World-Class Customer Experience + Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
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Product Details

  • Paperback: 172 pages
  • Publisher: AMACOM (January 28, 2003)
  • Language: English
  • ISBN-10: 0814471714
  • ISBN-13: 978-0814471715
  • Product Dimensions: 9 x 6.1 x 0.6 inches
  • Shipping Weight: 10.4 ounces (View shipping rates and policies)
  • Average Customer Review: 4.8 out of 5 stars  See all reviews (44 customer reviews)
  • Amazon Best Sellers Rank: #25,455 in Books (See Top 100 in Books)

Editorial Reviews

Review

"DiJulius has written a very practical, informational book for those who want to make customers their highest priority." -- Mercury News, San Jose, CA April 2003

"It's a must-read if you're serious about providing unforgettable customer service that will blow away your competition." -- CHEF

Book Description

Foreword by Capodagli and Lynn Jackson, coauthors of The Disney Way

All businesses have customers, but how many of them deliver unforgettably good customer service? Secret Service reveals the hidden systems of the few exceptional companies that do: what actions they take behind the scenes to consistently surpass customer expectations. These organizations reap the benefits of greater customer loyalty, exponentially expanded referral networks, lower employee turnover, and stronger bottom-line results.

By quantifying and examining each phase of the ""Customer Experience Cycle,"" Secret Service reveals clever, practical ideas that can be transformed into repeatable best practices in any organization and at every level. Packed with examples applicable to a wide range of industries, this book provides practical, realistic ways to:

* Turn customer complaints into positive experiences

* Use marketing to go deeper with existing customers

* Increase customer and employee retention, and turn bland customer service into truly memorable customer experiences"


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Customer Reviews

This book is a great guide to ensuring great customer service.
Jenny Boyd
If you work in a spa/salon, whether as a therapist or in management, this book is a MUST READ!!!
Elsinore
I found this book to be very inspirational and engaging to read.
HawkGirl

Most Helpful Customer Reviews

21 of 21 people found the following review helpful By J. Straub on October 5, 2003
Format: Paperback
Secret Service is one of the few business books (that is not a narrative case study) that is actually enjoyable to read. John Dijulius, owner of John Robert's Hair Studio & Spa, comments on how his business and many others see customer service not as a necessary evil but as integral to (if not entirely) their product.
While the hair and spa industry is primarily a service industry, Dijulius goes far beyond, dealing with how retail and even distribution companies can better serve their customers and the rewards that those who do will reap. His examples include some of the more obvious ones practitioners as Southwest Airlines and Nordstrom's as well as a number of lesser-known businesses from a variety of industries. In many cases, he highlights businesses that he has had personal experience with, thus illustrating how a satisfied customer can be much more profitable than any marketing that you can buy.
Dijulius also highlights the economics of increasing the value of (and to) your existing customers by reminding them when they may need a product or service and making sure that they are happy after the purchase. He highlights a variety of systems that he and others use to do this such as follow-up thank you cards, newsletters and personalized notes on invoices.
He also reminds us that employee satisfaction is just as important as customer satisfaction (and in fact, directly leads to customer satisfaction). He highlights systems that his spa has used to retain their best employees and avoid the expense of training, while ensuring consistent service quality for their customers.
This is a how to serve your customer better and grow your business book of the first order. More importantly, it is concise, personable, and remarkably enjoyable to read. This is a must read for anyone working at or managing a business that wants more customers.
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7 of 7 people found the following review helpful By D. Thompson on April 7, 2003
Format: Paperback
Every business deals with a customer, therefore every business provides a form of customer service--how good is yours? No matter what level you're on, reading this book will certainly improve it! DiJulius has incredble insight into connecting different industries to benefit not only each other, but their customers as well. These ideas, while incredibly brilliant, are easy to understand and implement. I have found the information to be so profound that I've actually revamped our company's orientation for new employees based on it!
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7 of 7 people found the following review helpful By Candy Davidson on January 16, 2007
Format: Paperback
Even though I am in the same industry as the author, this book is full of great ideas any business could use to implement systems to improve their customer service. We have used many of the ideas with great results. Mr. DiJulius gives you these wonderful ideas and how to implement them. If you read his book you'll see why his company is so successful. I require my staff to read this book when they are hired. This is one of my favorite business books!
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5 of 5 people found the following review helpful By Glenn R. Davis on September 29, 2006
Format: Paperback
When my boss told me he wanted me to read a book on customer service, I cringed at the thought of reading another one of those "the customer is always right" publications. Secret Service, however, was something TOTALLY different! We are growing our business and it will be wonderful to put in place some of these secret service techniques before we hire additional people. Everyone will come in and be on the same page. In a time when customer service seems to be no more than a catch phrase, John Dijulius shows you how to take it above and beyond. We're already set to be the best at what we do, now we can also be the best at how we do it!
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3 of 3 people found the following review helpful By C. McKenna on August 22, 2006
Format: Paperback
John DiJulius inspires us with myriad ways to provide memorable customer service. It is both the steak AND the sizzle that provide customers with an experience that makes them want to come back. The author gives so many examples of ways to add sizzle to our customer service that using a small fraction of his ideas can pay big returns for your business and can turn customers into cheerleaders.
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2 of 2 people found the following review helpful By T. Ritchie on September 16, 2007
Format: Paperback
This is a book that I reccomend to all of my franchise stores that I support. This is a glossary or handbook of great service and marketing. There is no reinventing the wheel in this little book but a refernce of the tried and true. Each example is supported with results and successes. The multiple companies referred to are known companies who lead their markets in service.

I encourage my stores to take a highlighter to this book of concepts and write notes in the margins. They will refer to this book often. This is 165 pages of good information.
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2 of 2 people found the following review helpful By Cindy on January 8, 2003
Format: Paperback
I was impressed by how well this book, documented not only the necessary systems for customer service but included great ideas on business practice. It is definitely a great book for companies who want to provide excellence in customer service, and also provide their employees/management with the ability to know how to handle any situation. This book was easy to read, and provided great examples of how you can use hidden systems to better any company, know matter what industry. A must read for anyone in sales or customer relations.
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8 of 11 people found the following review helpful By Shep Hyken on February 19, 2003
Format: Paperback
This is a great book on two levels. First, it has information that works. The concepts are tested and proven. Second, it is easy to understand. John Dijulius shows us how to put it to use in our business. The examples are clear and even fun to read. I can't imagine any person or business not getting great ideas that they can put to use right away.
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