What's the Secret: To Providing a World-Class Customer Experience
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What's the Secret: To Providing a World-Class Customer Experience

3.85 of 5 stars 3.85  ·  rating details  ·  33 ratings  ·  2 reviews
"What's the Secret?" gives you an inside look at the world-class customer service strategies of some of today's best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best pra...more
Hardcover, 320 pages
Published April 1st 2008 by John Wiley & Sons (first published January 1st 2008)
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Cheryl
This book is written by a local Cleveland Spa owner and the reason I picked it up is because I recognized his name and did not realize he was a nationally known consultant on customer service.

Although this book is about customer service in the workplace it can also be applied to everyday life as well as any business you happen to work.

This is a fast read and I find it is making me more aware of how I treat people and how I can do better. This is a great text to glean whatever you want from it.
Debashis Sarkar
Must read for all those venturing on a joureny of service excellence. However, it does not provide solutions for high volume service businesses which have large number of customers
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Secret Service: Hidden Systems That Deliver Unforgettable Customer Service

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