What's the secret?: to providing a world-class customer experience

INDICE: Preface. 1. The Smoking Gun. Definitive Proof Of The Return On Investment In Providing Superior Service. 2. The State of Service. Is Your CompanyPart Of The Customer Service Crisis Or Customer Service Revolution? 3. World Class Service Sins. What Prevents Companies From Being Superior At Service. 4.Service Aptitude Level. What Level Is Your Company? 5. I - Develop a Service Vision. A Clear Purpose Of Why The Business Exists. 6. II-Create a World-ClassInternal Culture. Attract, Hire And Retain Only The People Who Have The Service DNA. 7. III-Non-Negotiable Experiential Standards. Experience Standards Everyone Must Follow. 8. IV-Secret Service Systems. Utilizing Customer Intelligence To Personalize Their Experience, Engage And Anticipate Their Needs. 9. V-Training to providing a World-Class Customer Experience. Systems And Processes That Remove Variation And Provides A Consistent Customer's Experience. 10. VI -Implementation and Execution. How To Go From Ideas On A Paper To Being Consistently Executed. 11. VII - Zero Risk. Anticipating Your Service Defects And Having Protocols In Place To Make It Right. 12. VIII-Creating an Above and Beyond Culture. Constant Awareness and Branding Of How To Be A Hero. 13. IX-Measuring Your Customer's Experience. What Gets Measured Gets Managed. 14. X-World-Class Leadership. Walking the Talk.

• ISBN: 978-0-470-19612-0
• Editorial: John Wiley & Sons
• Encuadernacion: Cartoné
• Páginas: 336
• Fecha Publicación: 14/05/2008
• Nº Volúmenes: 1
• Idioma: Inglés