Table of Contents: Secret service

Main Author:	DiJulius, John R., 1964-
Corporate Author:	ebrary, Inc.
Format:	Book
Language:	English
Published:	New York : AMACOM, c2003.
Subjects:	Customer services. Consumer satisfaction.
Online Access:	http://site.ebrary.com/lib/ucy/Doc?id=10120180

Table of Contents:

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.