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

Whats The Secret? To Providing a World-Class Customer Experience; Contents; Preface; Secret Service Terminology; Acknowledgments; Part I: The Customer Service Crisis; Chapter 1: The Smoking Gun; Chapter 2: The State of Service; Chapter 3: World-Class Service Sins; Chapter 4: Service Aptitude Level; Part II: The Customer Service Revolution; Chapter 5: Commandment I: Service Vision; Chapter 6: Commandment II: Creating a World-Class Internal Culture; Chapter 7: Commandment III: Nonnegotiable Experiential Standards; Chapter 8: Commandment IV: Secret Service Systems