The Customer Service Revolution

Overthrow Conventional Business, Inspire Employees, and Change the World

by John DiJulius

Number of pages: 200

Publisher: Greenleaf Book Group Press

BBB Library: Sales and Marketing

ISBN: 978-1626341296

About the Author

He’s the president of The DiJulius Group – a customer service consulting firm.He is also the founder and owner of John Robert’s Spa – one of the Top 20 salons in America due to their impeccable customer experience standards.


Editorial Review

Hundreds of organizations everywhere now seek to change the world by creating a customer service revolution. It’s a major part of their business strategy, as they distance themselves from the competition. However, for it to be truly successful, it is critical you understand what creating a customer service revolution really means: “A radical overthrow of conventional business mentality designed to transform what employees and customers experience. This shift produces a culture that permeates into people’s personal lives, at home, and in the community, which in turn provides the business with higher sales, morale, and brand loyalty–making price irrelevant.”

Book Reviews

"John DiJulius describes the growing influence of the Customer experience and how businesses can take advantage of this “revolution” to create a new culture for both employees and customers that translates into higher sales, morale, and brand loyalty." – Life Learn

This is the book that will help you turn your desire to have good customer service into actions that make it a reality." – Pole Position Marketing

"The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World, John R. DiJulius explains why these efforts often fall short of their mark and offers tips for making great customer service part of the DNA of every business." – PNC

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Wisdom to Share

Every extraordinary accomplishment, invention, or revolution was not a result of someone giving his or her best. Somehow that person or group found a way to do what no one else could do; they did the impossible.

A smile is just as much a part of the uniform as anything else employees are required to wear: Uniform, name tag, hat, and so on.

Own the customer’s problem. Be helpful and go the extra mile even when it’s not your specific job

As a company, own up. Don’t make excuses about why or how it happened.

Secret service is the ability to obtain customer intelligence and utilize that to personalize the customer’s experience.

It is a new era, and people are starving for relationships like never before.

Treat internal/external customers with respect and dignity.

Know your customers’ personalities, anticipate their needs, and treat them the way they want to be treated.

Dress professionally, act professionally, and be professional.

Use the 10-4 Rule: When someone approaches within ten feet of you, acknowledge them with a nod and smile. At four feet say, “Good morning, I’ll be with you in a minute.”