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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

3.88  ·  Rating Details ·  56 Ratings  ·  5 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 pract ...more
Hardcover, 320 pages
Published April 1st 2008 by John Wiley & Sons (first published January 1st 2008)
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Cheryl
Aug 28, 2008 Cheryl rated it it was amazing
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.
Yvette Bowlin
Jun 01, 2016 Yvette Bowlin rated it liked it
Shelves: nonfiction
Good resource for beginning to change the face of customer service in your business. A little redundant and obnoxious with the "Secret Service" analogy, but has great case studies.
Debashis Sarkar
Jul 20, 2008 Debashis Sarkar rated it liked it
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
Michelle
Jan 12, 2016 Michelle rated it really liked it
A must read if you work in the customer service industry. Some real lessons on how to do it right - I wish more companies would do even half the suggestions found in this book.
Dan MacInnis
Mar 03, 2016 Dan MacInnis rated it it was amazing
Love John Di Julius. Lots of examples of how to build great customer relationships
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