What's the Secret?: To Providing a World-Class Customer Experience
Secret Service Terminology.
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.
John R. DiJulius III is considered the authority on customer service andPresident 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.