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Secret Service: Hidden Systems That Deliver Unforgettable Customer Service Paperback – January 28, 2003
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"It's a must-read if you're serious about providing unforgettable customer service that will blow away your competition." -- CHEF
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"
Top Customer Reviews
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.
P.S. - We've made both required reading for our entire team and they are part of the new hire packet for anyone joining our team. Doing so has provided an immediate connection for the team and creates a basis for continuing conversation and improvement for our service culture.
Most Recent Customer Reviews
Exceptional Guest Care Book! A must read to succeed in the Salon/Spa business!Published 3 months ago by Amazon Customer
This book presents the possibility in developing a successful customer service for your business.Published 3 months ago by Austin Nestlerode
This book is now part of my professional library and is one of my go to books for managing and improving customer service with customers, colleagues, and employees. Read morePublished 5 months ago by Letrice Gant
This book I would recommend to business owners and their employees. I would read other books by this author. Read morePublished 12 months ago by James Richardson
Good initial book to get you started on the right track with customer service.Published 14 months ago by Cardini Leather Usa