TY  - GEN
AU  - DiJulius,John R.
TI  - Secret service (E-BOOK): hidden systems that deliver unforgettable customer service 
SN  - 0814471714
U1  - 658.812 
PY  - 2003///
CY  - New York
PB  - AMACOM
KW  - Consumer satisfaction
KW  - Customer loyalty
KW  - Customer services
KW  - E-BOOK
N1  - Chapter 1 Secret Service Systems: Creating Behind-the-Scenes Systems (Page-1) Chapter 2 Secret Service at Work: Implementing Secret Service Systems (Page-31) Chapter 3 Your Front Line Is Your Bottom Line: The Value of Your Front Line People (Page-53) Chapter 4 What Are We Really Selling? Making It an Experience (Page-65) Chapter 5 Drilling for Oil in Your Own Backyard: Marketing to Go Deeper with Existing Customers(Page- 85) Chapter 6 Creating Passionate Team Members: Developing a Strong Corporate Culture (Page-111) Chapter 7 An Opportunity to Be a Hero: Turning Customer Complaints into Positive Experiences (Page-135) Chapter 8 Enhancing the Quality of Lives Around Us: Giving Back (Page-147) Chapter 9 E-nough: Getting Back to Face-to-Face Relationships(Page-155)
ER  -