The the secrets of delivering insanely great customer service Gallo, Carmine creator text nyu New York McGraw-Hill c2012 2012 1st ed. monographic eng

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xviii, 234 p. : ill. ; 24 cm. Introduction: 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 specialized Carmine Gallo Includes bibliographical references (p. 219-226) and index Customer services Consumer satisfaction Creative thinking 9780071793209 (alk. paper) 0071793208 (alk. paper) 9780071793216 (ebk.) 0071793216 (ebk.) UMP 120522 20251125093127.0 vtls000059967