The experience : the 5 principles of Disney service and relationship excellence /

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This is a guide to mastering the art of customer service and service relationships, based on the principles employed at the Walt Disney Company. Based on the I.C.A.R.E. model, the five principles Impression, Connection, Attitude, Response, and Exceptionals give you a solid framework upon which to ra...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autores principales: Loeffler, Bruce (Autor), Church, Brian T. (Autor)
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Hoboken, New Jersey : Wiley, [2015]
Temas:
Walt Disney Company > Customer services.
Walt Disney Company
Customer services.
Customer relations.
Service à la clientèle.
BUSINESS & ECONOMICS > Industrial Management.
BUSINESS & ECONOMICS > Management.
BUSINESS & ECONOMICS > Management Science.
BUSINESS & ECONOMICS > Organizational Behavior.
Customer relations
Customer services
Acceso en línea:Texto completo
Texto completo
Tabla de Contenidos:
  • Part I PRESHOW 1 (Setting the Stage)
  • Chapter One The Experience Path: Why We Wrote the Book and How to Use It
  • Chapter Two The I.C.A.R.E. Principles
  • Chapter Three Five Levels of the Experience: What Level Are You?
  • Part II ONSTAGE (The Customer Interface)
  • Chapter Four Principle 1: Impression
  • Impression 1.1: Engage
  • Impression 1.2: Intentional
  • Impression 1.3: Senses
  • Impression 1.4: Emotion
  • Impression 1.5: Presentation
  • Impression 1.6: Professionalism
  • Impression 1.7: Pristine
  • Impression 1.8: Pride
  • Impression 1.9: Likeability
  • Impression 1.10: Consistency
  • Chapter Five Principle 2: Connection
  • Connection 2.1: Communication
  • Connection 2.2: Deliberate
  • Connection 2.3: Personalize
  • Connection 2.4: Affirmation
  • Connection 2.5: Knowledge
  • Connection 2.6: Interaction
  • Connection 2.7: Respect
  • Connection 2.8: Trust
  • Connection 2.9: Relationship
  • Connection 2.10: Finishing
  • Chapter Six Principle 3: Attitude
  • Attitude 3.1: Idealism
  • Attitude 3.2: Choice
  • Attitude 3.3: Desire
  • Attitude 3.4: Yes
  • Attitude 3.5: Happiness
  • Attitude 3.6: Optimism
  • Attitude 3.7: Expectations
  • Attitude 3.8: Persistence
  • Attitude 3.9: Ownership
  • Attitude 3.10: Illumination
  • Chapter Seven Principle 4: Response
  • Response 4.1: Detail
  • Response 4.2: Engagement
  • Response 4.3: Urgency
  • Response 4.4: Insight
  • Response 4.5: Empathy
  • Response 4.6: Process
  • Response 4.7: Adaptation
  • Response 4.8: Validation
  • Response 4.9: Anticipation
  • Response 4.10: Recovery
  • Part III BACKSTAGE
  • (The Internal Interface)
  • Chapter Eight Principle 5: Exceptionals
  • Exceptionals 5.1: Culture
  • Exceptionals 5.2: Excellence
  • Exceptionals 5.3: Ethos
  • Exceptionals 5.4: Accountability
  • Exceptionals 5.5: Teaming
  • Exceptionals 5.6: Investment
  • Exceptionals 5.7: Training
  • Exceptionals 5.8: Development
  • Exceptionals 5.9: Extraordinary
  • Exceptionals 5.10: Enjoyment
  • Chapter Nine Finale: The One Level Challenge: What about You or Your Company says, "I. C.A.R.E.?

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