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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 |
|---|---|
| Autores principales: | , |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Hoboken, New Jersey :
Wiley,
[2015]
|
| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
MARC
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| 100 | 1 | |a Loeffler, Bruce, |e author. | |
| 245 | 1 | 4 | |a The experience : |b the 5 principles of Disney service and relationship excellence / |c Bruce Loeffler and Brian T. Church. |
| 246 | 3 | |a Five principles of Disney service and relationship excellence | |
| 264 | 1 | |a Hoboken, New Jersey : |b Wiley, |c [2015] | |
| 264 | 4 | |c ©2015 | |
| 300 | |a 1 online resource : |b illustrations | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 500 | |a "How to tell your clients and customers I.C.A.R.E."--Cover | ||
| 500 | |a Includes index. | ||
| 588 | 0 | |a Print version record. | |
| 505 | 0 | |a 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.? | |
| 520 | |a 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. -- |c Edited summary from book | ||
| 546 | |a English. | ||
| 590 | |a O'Reilly |b O'Reilly Online Learning: Academic/Public Library Edition | ||
| 610 | 2 | 0 | |a Walt Disney Company |x Customer services. |
| 610 | 2 | 7 | |a Walt Disney Company. |2 fast |0 (OCoLC)fst00622498 |
| 650 | 0 | |a Customer services. | |
| 650 | 0 | |a Customer relations. | |
| 650 | 6 | |a Service à la clientèle. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Industrial Management. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Management. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Management Science. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Organizational Behavior. |2 bisacsh | |
| 650 | 7 | |a Customer relations. |2 fast |0 (OCoLC)fst00885533 | |
| 650 | 7 | |a Customer services. |2 fast |0 (OCoLC)fst00885545 | |
| 700 | 1 | |a Church, Brian T., |e author. | |
| 776 | 0 | 8 | |i Print version: |a Loeffler, Bruce. |t Experience : The 5 Principles of Disney Service and Relationship Excellence |z 9781119028659 |w (OCoLC)904331870 |
| 856 | 4 | 0 | |u https://learning.oreilly.com/library/view/~/9781119028772/?ar |z Texto completo (Requiere registro previo con correo institucional) |
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