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AuthorDiJulius, John R., 1964-
TitleSecret service [electronic resource] : hidden systems that deliver unforgettable customer service / John R. DiJulius III
Imprint New York : AMACOM, c2003
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Descript xix, 172 p. : ill. ; 23 cm


Foreword / Bill Capodagli, Lynn Jackson -- Preface: Impossible dream versus reality -- Secret service systems : creating behind-the-scenes systems -- Secret service at work : implementing secret service systems -- Your front line is your bottom line : the value of your front line people -- What are we really selling? : making it an experience -- Drilling for oil in your own backyard : marketing to go deeper with your existing customers -- Creating passionate team members : developing a strong corporate culture -- Opportunity to be a hero : turning customer complaints into positive experiences -- Enhancing the quality of lives around us : giving back -- E-nough : getting back to the face-to-face relationships

Customer services Consumer satisfaction Customer loyalty Electronic books.


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