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1、13128FM.pgs11/1/029:01AMPagei“JohnDiJuliusprovidesmanypracticaltipsandtechniquestoachievetheelusivegoalofconsistentserviceexcellence.SecretServicehasim-portantlessonsforanybusinessthatdependsonpersonalizedcustomerserviceforitscompetitiveadvantage.”—AlanRosskamm,P
2、resident&CEO,Jo-AnnStores,Inc.“[T]hisbookisfullofforward-thinkingideasandpromotionalactivi-tiesthatcanbeimplementedinshortorder.Ifyouarelookingforwaystocreateenergyinyourbusiness,thisbookwillbeyourguide.”—FredricJ.Holzberger,PresidentandCEO,Fredric’sCorporation“T
3、rulyoneofthebestbookseverwrittenonproviding‘realcustomerservice’thatworks.Ifyouwanttocreatepartnershipswithcustomerssotheykeepcomingback,thenyouhavetoreadthisexceptionalbook!”—MarcBlaushild,VicePresident,FamousEnterprises“Thisbookraisesthestandardsofcustomerservi
4、ce.Imadeitamust-readforallmyemployees.”—JoePannitto,BranchManager,UnitedRentals,Inc.13128FM.pgs11/1/029:01AMPageiiThisPageIntentionallyLeftBlank13128FM.pgs11/1/029:01AMPageiiiSecretService13128FM.pgs11/1/029:01AMPageivThisPageIntentionallyLeftBlank13128FM.pgs11/1
5、/029:01AMPagevSecretServiceHiddenSystemsThatDeliverUnforgettableCustomerServiceJohnR.DiJuliusIIIAMACOMAmericanManagementAssociationNewYork?Atlanta?Brussels?BuenosAires?Chicago?London?MexicoCitySanFrancisco?Shanghai?Tokyo?Toronto?Washington,D.C.13128FM.pgs11/1/029
6、:01AMPageviSpecialdiscountsonbulkquantitiesofAMACOMbooksareavailabletocorporations,professionalassociations,andotherorganizations.Forde-tails,contactSpecialSalesDepartment,AMACOM,adivisionofAmeri-canManagementAssociation,1601Broadway,NewYork,NY10019.Tel.:212-903-
7、8316.Fax:212-903-8083.Website:www.amacombooks.orgThispublicationisdesignedtoprovideaccurateandauthoritativeinformationinregardtothesubjectmattercovered.Itissoldwiththeunderstandingthatthepublisherisnotengagedinrenderinglegal,accounting,orotherprofessionalservice.
8、Iflegaladviceorotherexpertassistanceisrequired,theservicesofacompetentprofessionalpersonshouldbesought.LibraryofCongressCataloging-in-PublicationDataDiJulius,J
