Secret service
Subtitle: hidden systems that deliver unforgettable customer service
By: John R. DiJulius III.
Publisher: AMACOM
Published: 2003
Place of publication: New York
Language: eng
Number of pages: 172
Subjects: Customer services.; Consumer satisfaction.; Customer loyalty.
Notes: Includes index.
Table of contents: title: Secret service systems : creating behind-the-scenes systems; title: Secret service at work : implementing secret service systems; title: Your front line is your bottom line : the value of your front line people; title: What are we really selling? : making it an experience; title: Drilling for oil in your own backyard : marketing to go deeper with your existing customers; title: Creating passionate team members : developing a strong corporate culture; title: An opportunity to be a hero : turning customer complaints into positive experiences; title: Enhancing the quality of lives around us : giving back; title: E-nough : getting back to the face-to-face relationships.