Secret service : hidden systems that deliver unforgettable customer service /

Bibliographic Details
Main Author:	DiJulius, John R., 1964-
Corporate Author:	NetLibrary, Inc
Format:	eBook
Language:	English
Published:	New York : AMACOM, [2003]
Subjects:	Customer services. Consumer satisfaction. Customer loyalty. Electronic books.
Online Access:	Connect to the full text of this electronic book

Table of Contents:

Foreword / Bill Capodagli, Lynn Jackson
Preface: Impossible dream versus reality
Secret service systems : creating behind-the-scenes systems
Secret service at work : implementing secret service systems
Your front line is your bottom line : the value of your front line people
What are we really selling? : making it an experience
Drilling for oil in your own backyard : marketing to go deeper with your existing customers
Creating passionate team members : developing a strong corporate culture
Opportunity to be a hero : turning customer complaints into positive experiences
Enhancing the quality of lives around us : giving back
E-nough : getting back to the face-to-face relationships.