hidden systems that deliver unforgettable customer service DiJulius, John R. 1964- creator ebrary, Inc text Electronic books. nyu New York AMACOM c2003 2003 monographic eng

electronic

electronic resource

xix, 172 p. : ill. 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 : creating a great corporate culture -- An 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. John R. DiJulius III ; foreword by Bill Capodagli and Lynn Jackson. Includes index. Electronic reproduction. Palo Alto, Calif. : ebrary, 2013. Available via World Wide Web. Access may be limited to ebrary affiliated libraries. Customer services Consumer satisfaction Customer loyalty HF5415.5 .D558 2003eb 658.8/12 http://site.ebrary.com/lib/rucke/Doc?id=10120180 http://site.ebrary.com/lib/rucke/Doc?id=10120180 CaPaEBR 020912 ebr10120180