عنوان

The experience :

شابک

1119028655

شابک

9781119028659

شابک اشتباه

9781119028673

شابک اشتباه

9781119028772

شماره

dltt

عنوان اصلي

The experience :

نام عام مواد

[Book]

ساير اطلاعات عنواني

the 5 principles of Disney service and relationship excellence /

نام نخستين پديدآور

Bruce Loeffler and Brian T. Church

نام خاص و کميت اثر

ix, 294 pages :

ساير جزييات

illustrations ;

ابعاد

24 cm

متن يادداشت

"How to tell your clients and customers I.C.A.R.E."--Jacket

متن يادداشت

Includes index

متن يادداشت

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

متن يادداشت

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.?

بدون عنوان

0

بدون عنوان

0

متن يادداشت

"When your customers walk through your doors or access your service-oriented products, they should leave the outside world and become immersed in the world of your brand. Few businesses have reached this Disney-like level of success, but now, with "The Experience," anyone with the right level of commitment can achieve excellence."--Jacket

موضوع مستند نشده

Walt Disney Company-- Customer services

موضوع مستند نشده

Consumer satisfaction

موضوع مستند نشده

Customer relations

موضوع مستند نشده

Customer services

شماره

ويراست

شماره رده

نشانه اثر

مستند نام اشخاص تاييد نشده

Loeffler, Bruce

مستند نام اشخاص تاييد نشده

Church, Brian T.

تاريخ عمليات

20170302051035.5

قواعد فهرست نويسي ( بخش توصيفي )

rda

نام الکترونيکي

نوع ماده

[Book]

تكميل شده

Y