Info
- Utilizzare la checkbox di selezione a fianco di ciascun documento per attivare le funzionalità di stampa, invio email, download nei formati disponibili del (i) record.
The experience : the 5 principles of Disney service and relationship excellence / / Bruce Loeffler and Brian T. Church
| The experience : the 5 principles of Disney service and relationship excellence / / Bruce Loeffler and Brian T. Church |
| Autore | Loeffler Bruce |
| Edizione | [1st edition] |
| Pubbl/distr/stampa | Hoboken, New Jersey : , : Wiley, , 2015 |
| Descrizione fisica | 1 online resource |
| Disciplina | 384.80979494 |
| Soggetto topico |
Customer services
Customer relations |
| ISBN |
1-119-02877-9
1-119-15379-4 1-119-02867-1 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
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.? |
| Record Nr. | UNINA-9910131254303321 |
Loeffler Bruce
|
||
| Hoboken, New Jersey : , : Wiley, , 2015 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
The experience : the 5 principles of Disney service and relationship excellence / / Bruce Loeffler and Brian T. Church
| The experience : the 5 principles of Disney service and relationship excellence / / Bruce Loeffler and Brian T. Church |
| Autore | Loeffler Bruce |
| Edizione | [1st edition] |
| Pubbl/distr/stampa | Hoboken, New Jersey : , : Wiley, , 2015 |
| Descrizione fisica | 1 online resource |
| Disciplina | 384.80979494 |
| Soggetto topico |
Customer services
Customer relations |
| ISBN |
1-119-02877-9
1-119-15379-4 1-119-02867-1 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
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.? |
| Record Nr. | UNINA-9910824318503321 |
|
Loeffler Bruce
|
||
| Hoboken, New Jersey : , : Wiley, , 2015 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||