The Apple experience the secrets of delivering insanely great customer service
This title is based on first-hand interviews with professionals of all levels who have studied Apple, hundreds of hours observing the selling floor in Apple's retail space, and extensive research into the company's training programs.
| Otros Autores: | |
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| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
New York :
McGraw-Hill
[2012]
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| Edición: | 1st edition |
| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009629327006719 |
Tabla de Contenidos:
- Acknowledgments Introduction: Enriching Lives Part I: Inspiring Your Internal Customer Chapter 1: Dream Bigger Chapter 2: Hire for Smiles Chapter 3: Cultivate Fearless Employees Chapter 4: Build Trust Chapter 5: Foster a Feedback Loop Chapter 6: Develop Multitaskers Chapter 7: Empower Your Employees Part II: Serving Your External Customer Chapter 8: Follow Apple's Five Steps of Service Chapter 9: Reset Your Customer's Internal Clock Chapter 10: Sell the Benefit Chapter 11: Unleash Your Customer's Inner Genius Chapter 12: Create Wow Moments Chapter 13: Rehearse the Script Chapter 14: Deliver a Consistent Experience Part III: Setting the Stage Chapter 15: Eliminate the Clutter Chapter 16: Pay Attention to Design Details Chapter 17: Design Multisensory Experiences Conclusion: The Soul of Apple Notes Index
