01404nam a2200253 a 4500001001400000003000700014005001700021008004100038020003100079020002800110020002500138020002200163040000800185100001900193245010300212250001200315260003600327300003600363504006300399505061800462650002201080650002601102650002201128vtls000059967KUKTEM20251125093127.0120522t2012    nyua   f      001 0 eng d  a9780071793209 (alk. paper)  a0071793208 (alk. paper)  a9780071793216 (ebk.)  a0071793216 (ebk.)  aUMP1 aGallo, Carmine14aThe Apple experience :bthe secrets of delivering insanely great customer service /cCarmine Gallo  a1st ed.  aNew York :bMcGraw-Hill,cc2012  axviii, 234 p. :bill. ;c24 cm.  aIncludes bibliographical references (p. 219-226) and index0 aIntroduction: enriching lives -- Inspiring your internal customer --Dream bigger -- Hire for smiles -- Cultivate fearless employees -- Build trust -- Foster a feedback loop -- Develop multitaskers -- Empower your team -- Serving your external customer -- Follow Apple's 5 steps of service -- Reset your customer's internal clock -- Sell the benefit -- Unleash your customer's inner genius -- Create wow moments -- Rehearse the script -- Deliver a consistent experience -- Setting the stage -- Eliminate the clutter -- Pay attention to design details -- Design multisensory moments -- Conclusion: the soul of Apple 0aCustomer services 0aConsumer satisfaction 0aCreative thinking