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The experience : the 5 principles of Disney service and relationship excellence /
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...
| Clasificación: | Libro Electrónico |
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| Autores principales: | , |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Hoboken, New Jersey :
Wiley,
[2015]
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| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
| Sumario: | 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 raise the level of your customer experience. You will learn how to identify your customer service issues and what level of experience you are currently offering. You can then determine exactly what the "customer experience" should be for your company, and the changes required to make it happen. Topics include: "the experience" and what it means to the organization; the five levels of experience, and why most companies fail at it; service problems that face every company in the marketplace; the experience quotient and applying the I.C.A.R.E. principles; converting customers to ambassadors who share their story with others. -- |
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| Notas: | "How to tell your clients and customers I.C.A.R.E."--Cover Includes index. |
| Descripción Física: | 1 online resource : illustrations |
| ISBN: | 9781119153795 1119153794 9781119028673 1119028671 9781119028772 1119028779 |