What's the Secret?

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.

• Preface viiSecret Service Terminology xiiiAcknowledgments xvPart I: The Customer Service Crisis 11 The Smoking Gun 3Definitive proof of the return on investment in providing superior service2 The State of Service 25Is your company part of the customer service crisis or customer service revolution?3 World-Class Service Sins 45What prevents companies from being world class?4 Service Aptitude Level 57What level is your company?Part II: The Customer Service Revolution 755 Commandment I: Service Vision 87A clear purpose of why the business exists6 Commandment II: Creating a World-Class Internal Culture 111Attract, hire, and retain only the people who have the Service DNA7 Commandment III: Nonnegotiable Experiential Standards 133Experience standards everyone must follow8 Commandment IV: Secret Service Systems 149Utilizing Customer Intelligence to personalize their experience and engage and anticipatetheir needs9 Commandment V: Training to Provide a World-Class Customer Experience 181Systems and processes that remove variation and provide a consistent customer experience10 Commandment VI: Implementation and Execution 205How to go from ideas on paper to consistently executed concepts11 Commandment VII: Zero Risk 219Anticipating your service defects and having protocols in place to make it right12 Commandment VIII: Creating an Above-and Beyond Culture 243Constant awareness and branding of how to be a hero13 Commandment IX: Measuring Your Customer’s Experience 271What gets measured gets managed14 Commandment X: World-Class Leadership 295Walking the talkIndex 315