Customer Reviews

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

5 star:		(7)
4 star:		(1)
3 star:		(0)
2 star:		(0)
1 star:		(0)

 

 

Looking for a way to make your prices irrelevant? This book opened my eyes to why companies like Disney don't have to cut their prices because of the economy.
Don't bother doing the research on how to improve your customer service, DiJulius has already done it all and included all the key points in his latest book. Even how to hire the right service minded people-priceless insight! What's the Secret? gives you everything you need to know to create, improve, and maintain great customer service. This book should be a mandatory read for anyone dealing with internal and external customers.
His writing style makes it an easy read that you can't put down! DiJuius is real and genuine, he uses experience as a speaker and consultant from his work with top service companies (Ritz Carlton, Nordstrom, Starbucks, Lexus and more) to provide the reader with actual conditions and systems. Whether business to business or business to consumer, any company -of any size- can indulge their customer with world-class service by following his easy to understand 10 commandment structure. And as an added plus--DiJulius gives you the web address to take his service aptitude test online "FREE" to see how you rank. Brilliant follow up to his first book, Secret Service-which I highly recommend you purchase with this one if you haven't read it already.

This book is even better than DiJulius' first book. If you care at all about customer service, and we all should, then you should do like me and buy one for your whole team. Great book.

we all know customer service is important but this is the first time I saw a way to quantify it for my practice. How do truly know if you if an applicant has the aptitude for customer service BEFORE you hire them? This book shows you. It covers non negotiable standards for each level of interaction your customers has with you.

This level of customer service isn't just for big fortune 500 companies, now it is manageable for everyone.
Highly recommend read for every employee and boss.

John DiJulius gets it. This is an excellent book, full of practical tips, worksheets, and ideas. Anyone serious about building an enduring business would benefit from reading this book.
We are all accustomed to 5-point rating scales in surveys. Check out John's interpretations and thoughtful breakdowns of each point, beginning on page 59.

This was a great resource tool that I will continue to refer back to. There is no one in any type of buisness that cannot find something in this book. There is no reason for any person in management not to own this book.

If there is anyone I've ever met that has captured the essence of consistently delivering world-class service, it's John DiJulius. His new book, What's the Secret, is a step-by-step roadmap to excellence. This is not a book to keep on a shelf -- it belongs on your desk as a perpetual guide to doing it light years better than your competition.
--Neil Ducoff, CEO Strategies, author of "No-Compromise Leadership: A Higher Standard of Leadership Thinking and Behavior"

John Dijulius opens up a broad palette of thought, practices and expertise regarding the manner in which service can be developed and used as a driver of competitive advantage in our modern economy. This book is a great resource for both the aspiring and the experienced service practitioner.

An incredible book! A wealth of information. Just an exceptional book for anyone who deals with customers, or people in general, in any form of business. Great follow up to Secret Service!