06134cam a2200781Ii 4500 ocn905854710 OCoLC 20171025085101.0 m o d cr cnu---unuuu 150330t20152015njua o 001 0 eng d 9781119153795 electronic bk. 1119153794 electronic bk. 9781119028673 electronic bk. 1119028671 electronic bk. 9781119028772 electronic bk. 1119028779 electronic bk. 9781119028659 1119028655 DEBBG BV042739817 GBVCP 823568075 DEBBG BV043616052 DEBBG BV043397656 (OCoLC)905854710 (OCoLC)909285230 CL0500000596 Safari Books Online D566C43F-5968-4C53-AC88-E9D22B85654E OverDrive, Inc. http://www.overdrive.com N$T eng rda pn N$T N$T IDEBK E7B EBLCP CDX RECBK YDXCP DG1 UMI OCLCF COO B24X7 S9I TEFOD DEBBG D6H K6U MAIN HF5415.5 BUS 082000 bisacsh BUS 041000 bisacsh BUS 042000 bisacsh BUS 085000 bisacsh 658.812 23 Loeffler, Bruce, author. The experience : the 5 principles of Disney service and relationship excellence / Bruce Loeffler and Brian T. Church. [electronic resource] Five principles of Disney service and relationship excellence Hoboken, New Jersey : Wiley, [2015] ©2015 1 online resource : illustrations. text txt rdacontent computer c rdamedia online resource cr rdacarrier "How to tell your clients and customers I. C.A.R.E."--cover. Includes index. Title 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 Impression 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 Attitude 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 Exceptionals 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 This 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. -- Edited summary from book. Print version record. Walt Disney Company. Walt Disney Company. fast (OCoLC)fst00622498 Customer services. Customer relations. BUSINESS & ECONOMICS / Industrial Management bisacsh BUSINESS & ECONOMICS / Management bisacsh BUSINESS & ECONOMICS / Management Science bisacsh BUSINESS & ECONOMICS / Organizational Behavior bisacsh Customer relations. fast (OCoLC)fst00885533 Customer services. fast (OCoLC)fst00885545 Electronic books. Electronic books. Church, Brian T., author. Print version: Loeffler, Bruce. Experience : The 5 Principles of Disney Service and Relationship Excellence 9781119028659 (OCoLC)904331870 http://onlinelibrary.wiley.com/book/10.1002/9781119153795 Wiley Online Library ddc BK 207959 207959