What's the Secret? (PDF)

Preface. Secret Service Terminology. Acknowledgments. Part I: The Customer Service Crisis. 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 world class? 4 Service Aptitude Level. What level is your company? Part II: The Customer Service Revolution. 5 Commandment I: Service Vision. A clear purpose of why the business exists. 6 Commandment II: Creating a World-Class Internal Culture. Attract, hire, and retain only the people who have the Service DNA. 7 Commandment III: Nonnegotiable Experiential Standards. Experience standards everyone must follow. 8 Commandment IV: Secret Service Systems. Utilizing Customer Intelligence to personalize their experience and engage and anticipate their needs. 9 Commandment V: Training to Provide a World-Class Customer Experience. Systems and processes that remove variation and provide a consistent customer experience. 10 Commandment V I: Implementation and Execution. How to go from ideas on paper to consistently executed concepts. 11 Commandment V II: Zero Risk. Anticipating your service defects and having protocols in place to make it right. 12 Commandment V III: Creating an Above-and-Beyond Culture. Constant awareness and branding of how to be a hero. 13 Commandment IX: Measuring Your Customer's Experience. What gets measured gets managed. 14 Commandment X: World-Class Leadership. Walking the talk. Index.

JOHN R. DIJULIUS III is considered the authority on customer service and President of The DiJulius Group, a consulting firm that helps companies differentiate themselves through superior customer service. He is also the owner of the John Robert's Spa, a chain of high-end salons and spas repeatedly selected among the top twenty in America. For more information, visit www.thedijuliusgroup.com.

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