What's the Secret?
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25,99 |
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35,22 |
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Beschrijving
Bol
Business has never been tougher than it is today. Are you competing on price or service? The only companies surviving with long term sustainability are the ones fanatical about differentiating themselves through the customer experience they deliver. The companies that focus on delivering a world class customer experience not only have higher sales growth, a stronger bottom line, and lower employee turnover, they also have a distinct competitive advantage in their marketplace. What s the Secret? presents an in depth, inside look at the world class customer service strategies employed by the world s most customer friendly companies.Top customer service consultant John DiJulius has spent his entire career cracking the code to learn how organizations can deliver world class service. Now he reveals the proven strategies and principles of world class service companies like Disney, Nordstrom, and The Ritz Carlton. While even small companies often struggle to deliver adequate customer service on a regular basis, these companies manage to align tens of thousands of employees to deliver consistent top class care and service to every customer.No matter how small or large your business¿even if you only manage yourself or a small department¿the best practices you ll find in What s the Secret? will change the way you serve customers and lead to long term excellence. You ll find the proven steps, best practices, and service standards that you need to build a customer service machine that delivers day in and day out. You ll learn how to attract and retain a high quality customer service workforce, measure customer satisfaction, and create a culture that routinely finds ways to go above and beyond for your customer.No matter what you do, customer service excellence is the indisputable key to long term business success and the only way to make price less relevant to your customers. Provide a world class customer experience and dominate your market.
Beschrijving
(2)
Business has never been tougher than it is today. Are you competing on price or service? The only companies surviving with long term sustainability are the ones fanatical about differentiating themselves through the customer experience they deliver. The companies that focus on delivering a world class customer experience not only have higher sales growth, a stronger bottom line, and lower employee turnover, they also have a distinct competitive advantage in their marketplace. What s the Secret? presents an in depth, inside look at the world class customer service strategies employed by the world s most customer friendly companies.Top customer service consultant John DiJulius has spent his entire career cracking the code to learn how organizations can deliver world class service. Now he reveals the proven strategies and principles of world class service companies like Disney, Nordstrom, and The Ritz Carlton. While even small companies often struggle to deliver adequate customer service on a regular basis, these companies manage to align tens of thousands of employees to deliver consistent top class care and service to every customer.No matter how small or large your business¿even if you only manage yourself or a small department¿the best practices you ll find in What s the Secret? will change the way you serve customers and lead to long term excellence. You ll find the proven steps, best practices, and service standards that you need to build a customer service machine that delivers day in and day out. You ll learn how to attract and retain a high quality customer service workforce, measure customer satisfaction, and create a culture that routinely finds ways to go above and beyond for your customer.No matter what you do, customer service excellence is the indisputable key to long term business success and the only way to make price less relevant to your customers. Provide a world class customer experience and dominate your market.
FnacR.John Dijulius (Auteur) - Verschenen op 14/05/2008 bij John Wiley & Sons Inc.
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