Over John DiJulius III
John R. DiJulius III is een autoriteit op het gebied van klantenservice. Hij is president van The DiJulius Group, een consultancybedrijf dat organisaties helpt zich te onderscheiden door excellente klantenservice.
John DiJulius III
John R. DiJulius III is een autoriteit op het gebied van klantenservice. Hij is president van The DiJulius Group, een consultancybedrijf dat organisaties helpt zich te onderscheiden door excellente klantenservice.
Meer over John DiJulius III
John DiJulius III
John Wiley & Sons
1e druk, 2009
9780470196120
What's the Secret?
To providing a world-class customer experience
Specificaties
Gebonden, 336 blz.
|
Engels
John Wiley & Sons |
1e druk, 2009
ISBN13: 9780470196120
Rubricering
Verwachte levertijd ongeveer 8 werkdagen
Samenvatting
'What's the Secret?' biedt u een blik achter de schermen van klantenservice strategieën van wereldklasse. U leert hoe bedrijven als Disney, Nordstrom en de Ritz-Carlton hun 50.000 werknemers inzetten om perfecte en consistente klantenservice te bieden. In dit boek laat John DiJulius zien hoe uw organisatie ook dit niveau kan bereiken.
Trefwoorden
klantgerichtheid klantenservice klantervaring klantloyaliteit servicekwaliteit leiderschap servicecultuur klantbeleving servicestandaarden bedrijfscultuur servicestrategie klanttevredenheid klantgericht ondernemen personeelsmanagement waardecreatie servicemanagement klantenrelaties organisatie medewerkersbetrokkenheid klantstrategie secret service servicevisie dienstverlening serviceherstel klantfeedback implementatie
Trefwoorden
Specificaties
ISBN13:9780470196120
Taal:Engels
Bindwijze:gebonden
Aantal pagina's:336
Uitgever:John Wiley & Sons
Druk:1
Hoofdrubriek:Strategisch management
Inhoudsopgave
U kunt van deze inhoudsopgave een PDF downloaden
Preface.
1. The Smoking Gun.
Definitive Proof Of The Return On Investment In Providing Superior Service.
2. The State of Service.
Is Your Company Part 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-Class Internal 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 & Beyond Culture.
Constant Awareness & 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.
1. The Smoking Gun.
Definitive Proof Of The Return On Investment In Providing Superior Service.
2. The State of Service.
Is Your Company Part 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-Class Internal 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 & Beyond Culture.
Constant Awareness & 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.
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