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019 _a909285230
020 _a9781119153795
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020 _a1119153794
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020 _a9781119028673
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020 _a1119028671
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020 _a1119028779
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020 _z9781119028659
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035 _a(OCoLC)905854710
_z(OCoLC)909285230
037 _aCL0500000596
_bSafari Books Online
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_bOverDrive, Inc.
_nhttp://www.overdrive.com
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082 0 4 _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]
264 4 _c©2015
300 _a1 online resource :
_billustrations.
336 _atext
_btxt
_2rdacontent
337 _acomputer
_bc
_2rdamedia
338 _aonline resource
_bcr
_2rdacarrier
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.
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
650 7 _aBUSINESS & ECONOMICS / Management
_2bisacsh
650 7 _aBUSINESS & ECONOMICS / Management Science
_2bisacsh
650 7 _aBUSINESS & ECONOMICS / Organizational Behavior
_2bisacsh
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
856 4 0 _uhttp://onlinelibrary.wiley.com/book/10.1002/9781119153795
_zWiley Online Library [Free Download only for SUST IP]
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