The Apple experience the secrets of delivering insanely great customer service - Gallo, Carmine (New York McGraw-Hill, 2012)
Table of Contents: Acknowledgements. Introduction: Enriching Lives. Part I. Inspiring Your Internal Customer: 1. Dream Bigger -- 2. Hire for Smiles -- 3. Cultivate Fearless Employees -- 4. Build Trust -- 5. Foster a Feedback Loop -- 6. Develop Multitaskers -- 7. Empower Your Employees -- Part II. Serving Your External Customer: 8. Follow Apple's Five Steps of Service -- 9. Reset Your Customer's Internal Clock -- 10. Sell the Benefit -- 11. Unleash Your Customer's Inner Genius -- 12. Create Wow Moments -- 13. Rehearse the Script -- 14. Deliver a Consistent Experience -- Part III. Setting the Stage: 15. Eliminate the Clutter -- 16. Pay Attention to Design Details -- 17. Design Multisensory Experiences. -- Conclusion: The Soul of Apple. Notes. Index.
Tac-2251g to Tac-2252g donated by The Asia Foundation and MoneyGram Foundation on 11 May 2015.
Keywords: Customer services; Consumer satisfaction; Creative thinking