01843nam a22003134a 4500 ebr10120180 CaPaEBR m u cr cn||||||||| 020912s2003 nyua s 001 0 eng 0814471714 CaPaEBR CaPaEBR (OCoLC)560033495 HF5415.5 .D558 2003eb 658.8/12 21 DiJulius, John R., 1964- Secret service [electronic resource] : hidden systems that deliver unforgettable customer service / John R. DiJulius III ; foreword by Bill Capodagli and Lynn Jackson. New York : AMACOM, c2003. xix, 172 p. : ill. Includes index. 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. 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. Electronic books. local ebrary, Inc. http://site.ebrary.com/lib/rucke/Doc?id=10120180 An electronic book accessible through the World Wide Web; click to view 214256 214256