Description
What's the Secret? gives you an inside look at the world-class customer service strategies of 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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DiJulius, a consultant and the owner of a chain of salons and spas, reveals strategies and principles of world-class service companies like Disney, Nordstrom, and The Ritz-Carlton, which align tens of thousands of employees to deliver consistent top-class care and service to every customer. He offers advice on attracting and retaining a high-quality customer service workforce, measuring customer satisfaction, and creating a culture that routinely finds ways to improve customer service. Annotation ©2008 Book News, Inc., Portland, OR (booknews.com)
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