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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 practices, author John DiJulius will show you how your company can emulate the world's best customer service providers.
This guide contains 6 Core and 12 World-Class processes each of which is described in chapters that provide a logical view of the element itself and why it is important to the organization, along with a flexible process model that can be adapted to most businesses and how the process works in practice—plus proven and practical models and Tips for Success from high-performing organizations on implementing the process. The technical content takes a mid-level view to be useful to a broader group of readers and is complemented by other relevant chapters, including: •A Brief History of IT Service Management •Understanding ITIL, COBIT, and ISO •The Consumerization of IT •Making Sense of Cloud and On-Premise •Enterprise Service Management •A Culture of Excellence •An Approach to Leverage Technology •The Exploration of Service Automation The Practical Guide to World-Class IT Service Management also examines the future of IT service management and where this exciting journey is likely to lead.
This book is a distillation of best practices in IT service delivery and demonstrates the factors that enable organisations to achieve world class standards. The book is for IT managers, executives and consultants. It supports the ISEB Service Management Certificate and other IT service management courses.
Preface -- Introduction -- Creating a world-class service organization -- From losers to leaders: four levels of service performance -- Moving to a higher level of performance -- Customer satisfaction and corporate performance -- Conclusion -- Summary -- Endnotes
World Class IT Technology is all around us. It is so pervasive in our daily lives that we may not even recognize when we interact with it. Despite this fact, many companies have yet to leverage information technology as a strategic weapon. What then is an information technology executive to do in order to raise the prominence of his or her department? In World Class IT, recognized expert in IT strategy Peter High reveals the essential principles IT executives must follow and the order in which they should follow them whether they are at the helm of a high-performing department or one in need of great improvement. Principle 1: Recruit, train, and retain World Class IT people Principle 2: Build and maintain a robust IT infrastructure Principle 3: Manage projects and portfolios effectively Principle 4: Ensure partnerships within the IT department and with the business Principle 5: Develop a collaborative relationship with external partners The principles and associated subprinciples and metrics introduced in World Class IT have been used by IT and business executives alike at many Global 1000 companies to monitor and improve IT's performance. Those principles pertain as much to the leaders of IT as they do to those striving to emulate them.
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Great customer relationships make the world go around. Customers give us the opportunity to apply our talents to serve them. Then, they transfer money from their bank accounts to ours so that we have the financial leverage to meet our goals. This simple, everyday economic interdependence is what business success, professional accountability, and personal prosperity are all about. In today's competitive world, a satisfied customer is no longer enough. A satisfied customer is still shopping around until you provide that WOW experience and make that WOW connection that creates customer loyalty. To do so, you must move beyond mere customer service to the new world of Customer Astonishment. To astonish is to strike with awe and wonder. Author Darby Checketts has spent the past 14 years preparing to show you how. You will learn the principles and methods to make these secrets work for you and your team. Discover the Power of WOW, which is necessary to positively astonish those who depend on you. Set your own mark for world-class customer care.
Like his megaselling The Monk Who Sold His Ferrari—the book that started it all—Discover Your Destiny with The Monk Who Sold His Ferrari delivers another life-changing fable to help readers see the world through a completely new set of eyes. This latest guide offers more of the inspiring but highly practical wisdom of the now famous Julian Mantle, the superstar lawyer who traded his jet-set lifestyle and prized Ferrari for enlightenment and fulfillment. Readers will learn the true purpose of their lives, how to unlock their highest potential, the secret of boundless joy and a direct route to personal freedom. A must-read for all Monk fans.
Managers in every industry are looking for more and better ways to link custmoer satisfaction with profitability. In this book, Barsky presents the newest customer-service techniques from around the world, in an eight-step, "how-to" program. Includes a game format that challenges and motivates readers to take the initiative and maintain increased customer satisfaction, guidelines for achieving total quality and implementing reengineering and benchmarking activities, and more.