What's the Secret: To Providing a World-Class Customer by John R. DiJulius

By John R. DiJulius

What is the secrets and techniques? can provide an within examine the world-class customer support techniques at today?s a few of today?s most sensible businesses. you will find out how businesses like Disney, Nordstrom, and The Ritz-Carlton get 50,000 staff to convey world-class customer support on a constant foundation- and the way your organization can too. choked with insider wisdom and a wealth of confirmed top practices, writer John DiJulius will exhibit you ways your organization can emulate the world?s most sensible customer support companies.

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Qxd 3/18/08 2:54 PM 42 Page 42 THE CUSTOMER SERVICE CRISIS or are you creating relationships? Try calling your own company as if you were a customer, and assess its functionality. Here is a great personal example of how technology is eroding our relationships and preventing companies from providing good service. I received a letter from a national bank saying my car payment was late. They were right. We had moved offices and I had forgotten to contact them. It was my fault, so I called them to pay the car payment over the phone and to change the billing address.

See note 1. See note 1. com. See note 2. Joe Nocera, “Put Buyers First? W hat a Concept,” New York Times, January 5, 2008. See note 12. See note 12. Gail McGovern and Youngme Moon, “Companies and the Customers W ho Hate Them,” Harvard Business Review, June 2007. See note 15. See note 15. See note 15. See note 15. age=2/. Fred Reichheld, The Ultimate Question (Boston, MA: Harvard Business School Press, 2006). See note 2. See note 2. University of Michigan News Service. Releases/2005/Feb05/r021505.

W hile not everything that goes wrong at the airport is our fault, it is our problem,” says Dickie Davis, Miami airport’s Customer Service Division Director. “So it’s important to make a personal connection. If someone has lost their baggage, or can’t find their gate or the parking garage and encounters an employee who’s sympathetic and tries to help, it can take the edge off. ”7 They are even dressing more like cast members (Disney’s term for employees). qxd 3/18/08 2:54 PM Page 41 The State of Service 41 easily identify all those nice employees by their festive Florida-themed shirts with the airport’s large palm tree logo on the back.

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