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| 020 | _z9781119028659 | ||
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_aHF5415.5 _b.L64 2015 |
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_aBUS _x082000 _2bisacsh |
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_a658.812 _223 |
| 049 | _aMAIN | ||
| 100 | 1 |
_aLoeffler, Bruce, _eauthor. |
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| 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. | |
| 505 | 0 | _aPart 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 |
_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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| 546 | _aEnglish. | ||
| 590 |
_aJohn Wiley and Sons _bWiley Online Library: Complete oBooks |
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| 610 | 2 | 0 |
_aWalt Disney Company _xCustomer services. |
| 610 | 2 | 7 |
_aWalt Disney Company _2fast |
| 650 | 0 | _aCustomer services. | |
| 650 | 0 | _aCustomer relations. | |
| 650 | 6 | _aService �a la client�ele. | |
| 650 | 7 |
_aBUSINESS & ECONOMICS _xIndustrial Management. _2bisacsh |
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| 650 | 7 |
_aBUSINESS & ECONOMICS _xManagement. _2bisacsh |
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| 650 | 7 |
_aBUSINESS & ECONOMICS _xManagement Science. _2bisacsh |
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| 650 | 7 |
_aBUSINESS & ECONOMICS _xOrganizational Behavior. _2bisacsh |
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| 650 | 7 |
_aCustomer relations _2fast |
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| 650 | 7 |
_aCustomer services _2fast |
|
| 700 | 1 |
_aChurch, Brian T., _eauthor. |
|
| 758 |
_ihas work: _aThe experience (Text) _1https://id.oclc.org/worldcat/entity/E39PCFMWvQtFh9tYYXKy8KfW9P _4https://id.oclc.org/worldcat/ontology/hasWork |
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| 776 | 0 | 8 |
_iPrint version: _aLoeffler, Bruce. _tExperience : The 5 Principles of Disney Service and Relationship Excellence _z9781119028659 _w(OCoLC)904331870 |
| 856 | 4 | 0 | _uhttps://onlinelibrary.wiley.com/doi/book/10.1002/9781119153795 |
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