What'S The Secret?: To Providing a World-Class Customer Experience

Preface

What's the Secret?

• What's the Secret to why good customer service is so hard to find today?

• What's the Secret to why is it so hard to find employees who k now how to deliver it?

• What's the Secret to why companies don't train their people better?

• What's the Secret to why companies don't see the value in providing good customer service?

The next time you are with your professional peers and you overhear a conversation about Secret Service, do not immediately start sharing your knowledge of the CIA and the department responsible for protecting the president of the United States. Chances are that is not the Secret Service they are referring to.

Although sales for my previous book, Secret Service: Hidden Systems That Deliver Unforgettable Customer Service (A MACOM, 2003), have been remarkable, and hundreds of businesses across the world have implemented these systems, the term Secret Service still can be confusing to some.

Before you read this book, it is imperative you truly understand the meaning of Secret Service as it relates to helping your organization become a world-class customer service organization. Since the release of the book in 2003, the term Secret Service and what it represents has evolved and today, Secret Service is no longer just a book title or a term but a concept, a strategy that thousands of businesses incorporate as their value proposition, to differentiate themselves from their competitors and make superior customer service their point of difference.

Out of curiosity, ...