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Secret Service: Hidden Systems That Deliver Unforgettable Customer Service (Paperback)
by John R. DiJulius
| Category:
Customer service, Sales & marketing, Business |
| Market price: ¥ 198.00
MSL price:
¥ 158.00
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| Stock:
Pre-order item, lead time 3-7 weeks upon payment [ COD term does not apply to pre-order items ] |
MSL rating:
 Good for Gifts |
MSL Pointer Review:
No matter what industry you’re in, this solid book on customer service is an eye-opener.
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Author: John R. DiJulius
Publisher: AMACOM; 1st edition
Pub. in: January, 2003
ISBN: 0814471714
Pages: 208
Measurements: 8.9 x 6 x 0.7 inches
Origin of product: USA
Order code: BA01471
Other information: 978-0814471715
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- MSL Picks -
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.
(From quoting J. Straub, USA)
Target readers:
Anyone who thinks customer service makes a difference in business.
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John R. DiJulius III (Cleveland, OH) is the founder of John Robert’s Hair Salons, which won the Ernst & Young Entrepreneur of the Year Award in 1999. He is President of Minding Your Business, a business consulting firm specializing in customer service and marketing.
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From publisher
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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Mercury News, USA
<2008-08-12 00:00>
DiJulius has written a very practical, informational book for those who want to make customers their highest priority. |
From CHEF, USA
<2008-08-12 00:00>
It's a must-read if you're serious about providing unforgettable customer service that will blow away your competition. |
From a guest reviewer, USA
<2008-08-12 00:00>
This book takes customer service to a whole new level! As a business owner, this book opens my eyes to simple things that can be done, that make a huge diffrence to the customer. Meanwhile, you are making an impression on your customers that leaves them happy & satisfied and makes them share thier exsperience, & return again, and again. (which everyone wonts) I have always been a beliver in being a "daymaker" this book puts it in black & white...and reminds us all to go above in beyond. That is what will never be forgotten! Just like this book, once you read it. You can not just forget it. You will take action! I reccomend it... it's easy to read & inspiering! |
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