What's the secret? to providing a world-class customer experience
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-...
| Autor principal: | |
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| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
Hoboken, N.J. :
Wiley
c2008.
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| Edición: | 1st edition |
| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009627479206719 |
Tabla de Contenidos:
- Whats The Secret? To Providing a World-Class Customer Experience; Contents; Preface; Secret Service Terminology; Acknowledgments; Part I: The Customer Service Crisis; Chapter 1: The Smoking Gun; Chapter 2: The State of Service; Chapter 3: World-Class Service Sins; Chapter 4: Service Aptitude Level; Part II: The Customer Service Revolution; Chapter 5: Commandment I: Service Vision; Chapter 6: Commandment II: Creating a World-Class Internal Culture; Chapter 7: Commandment III: Nonnegotiable Experiential Standards; Chapter 8: Commandment IV: Secret Service Systems
- Chapter 9: Commandment V: Training to Provide a World-Class Customer ExperienceChapter 10: Commandment VI: Implementation and Execution; Chapter 11: Commandment VII: Zero Risk; Chapter 12: Commandment VIII: Creating an Above-and-Beyond Culture; Chapter 13: Commandment IX: Measuring Your Customer's Experience; Chapter 14: Commandment X: World-Class Leadership; Index
