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Usually ships in 1 business days | | | | | | What's the Secrets? gives you an inside look at the world-class customer service strategies at today?s some of today?s best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world?s best customer service providers. | | | |
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| | Product Details | | Author: | John R. DiJulius | | Hardcover: | 336 pages | | Publisher: | Wiley | | Publication Date: | May 02, 2008 | | Language: | English | | ISBN: | 0470196122 | | Product Length: | 9.01 inches | | Product Width: | 6.36 inches | | Product Height: | 1.15 inches | | Product Weight: | 1.17 pounds | | Package Length: | 9.2 inches | | Package Width: | 6.2 inches | | Package Height: | 1.3 inches | | Package Weight: | 1.15 pounds | | Average Customer Rating: |  based on 8 reviews |
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| | Customer Reviews | Average Customer Review: ( 8 customer reviews )
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Most Helpful Customer Reviews
12 of 13 found the following review helpful:
compete in any economy! May 01, 2008
By D. Thompson
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.
8 of 10 found the following review helpful:
Awesome Book Apr 28, 2008
By Michael J. Fischer
"Mike"
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.
2 of 2 found the following review helpful:
eye opener for any all businesses Feb 17, 2010
By Ginger Bratzel
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.
2 of 2 found the following review helpful:
Customer Obsession is the Key Dec 23, 2009
By James K. Boyer
"Word of Mouth Guy"
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.
4 of 5 found the following review helpful:
blown away Oct 02, 2008
By Ian Brooks
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.
See all 8 customer reviews on Amazon.com
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