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_a658.812 _223 |
049 | _aMAIN | ||
100 | 1 |
_aLoeffler, Bruce, _eauthor. |
|
245 | 1 | 4 |
_aThe experience : _bthe 5 principles of Disney service and relationship excellence / _cBruce Loeffler and Brian T. Church. |
246 | 3 | _aFive principles of Disney service and relationship excellence | |
264 | 1 |
_aHoboken, New Jersey : _bWiley, _c[2015] |
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264 | 4 | _c©2015 | |
300 |
_a1 online resource : _billustrations. |
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336 |
_atext _btxt _2rdacontent |
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337 |
_acomputer _bc _2rdamedia |
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338 |
_aonline resource _bcr _2rdacarrier |
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500 | _a"How to tell your clients and customers I. C.A.R.E."--cover. | ||
500 | _aIncludes index. | ||
588 | 0 | _aPrint version record. | |
520 |
_aThis 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. -- _cEdited summary from book. |
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505 | 0 | _aTitle Page; Copyright; Foreword; Acknowledgments; Part I: Preshow (Setting the Stage); Chapter One: The Experience Path: Why We Wrote the Book and How to Use It; Why Ambassadors?; Why Disney?; Chapter Two: The "I. C.A.R.E." Principles; Do You Care?; Chapter Three: Five Levels of the Experience: What Level Are You?; What Level Are You On?; Motel "X"; The Staggering Results; Why Are the Levels Important?; Now What?; Part II: Onstage (The Customer Interface); Chapter Four: Principle 1: Impression; Impression 1.1: Engage; Impression 1.2: Intentional; Impression 1.3: Senses | |
505 | 8 | _aImpression 1.4: EmotionImpression 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 | |
505 | 8 | _aAttitude 3.3: DesireAttitude 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 | |
505 | 8 | _aExceptionals 5.2: ExcellenceExceptionals 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."?; The Next Level; Leave the World Behind; Index; End User License Agreement | |
610 | 2 | 0 | _aWalt Disney Company. |
610 | 2 | 7 |
_aWalt Disney Company. _2fast _0(OCoLC)fst00622498 |
650 | 0 | _aCustomer services. | |
650 | 0 | _aCustomer relations. | |
650 | 7 |
_aBUSINESS & ECONOMICS / Industrial Management _2bisacsh |
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650 | 7 |
_aBUSINESS & ECONOMICS / Management _2bisacsh |
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650 | 7 |
_aBUSINESS & ECONOMICS / Management Science _2bisacsh |
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650 | 7 |
_aBUSINESS & ECONOMICS / Organizational Behavior _2bisacsh |
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650 | 7 |
_aCustomer relations. _2fast _0(OCoLC)fst00885533 |
|
650 | 7 |
_aCustomer services. _2fast _0(OCoLC)fst00885545 |
|
655 | 4 | _aElectronic books. | |
655 | 0 | _aElectronic books. | |
700 | 1 |
_aChurch, Brian T., _eauthor. |
|
776 | 0 | 8 |
_iPrint version: _aLoeffler, Bruce. _tExperience : The 5 Principles of Disney Service and Relationship Excellence _z9781119028659 _w(OCoLC)904331870 |
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